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What device is connected to the switch ports that experiences the problem?
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When did this problem first occur and has it occurred more than once?
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What happened at the time the problem was first noticed? Is there anything unique about
traffic conditions at that time of day? For example, was this a peak time for traffic?
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Did you run any particular commands at the time or make any configuration changes?
2.
Gather the facts.
Gather diagnostics and show commands output from the switch to isolate the scope of the problem. If
physical access to the equipment is possible, locate and list any modules with red or yellow LEDs,
disconnected cables, or loose connections.
3.
Consider the possible causes.
Consider possible problems based on the information you gathered. With certain data, you are able,
for example, to eliminate hardware as a problem, so that you can focus on software problems. At
every opportunity, try to narrow the number of potential problems so that you can create an effective
plan of action.
4.
Create and implement an action plan.
Create an action plan based on the potential problems. Focus on only one potential problem at a time.
If you alter more than one variable simultaneously, you can solve the problem, but the identification
of the specific change that eliminated the symptom becomes far more difficult and does not help you
solve the same problem if it occurs in the future.
5.
Observe the results.
Be sure to gather and analyze the results each time a variable is changed to determine if the problem
has been fixed.
6.
Repeat the process.
Repeat testing for possible causes until the problem is resolved.
Common Problems
As described in the Problem Solving Model, the first step in resolving a problem is to identify the symptom.
Refer to Catalyst Troubleshooting Tips for more information on some common problems associated with all
Catalyst switches that can be resolved.
Most hardware problems with LAN networks fall into these categories and each category has various
symptoms related to it:
•
Connectivity Problems
•
System/Supervisor/Module Problems
•
Supervisor Crashes
Connectivity Problems
These problems can occur when communication with the supervisor, module, or hosts connected to the
module is intermittent or has been lost.
System/Supervisor/Module Problems
These problems can occur when system status LEDs indicate a problem, the supervisor or modules are not
recognized or show faulty, or when users experience poor performance.