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Introduction

In order to help troubleshoot your problem, please have the following information available for your Customer Support Engineer (CSE). By providing answers to the questions below, you will help your CSE resolve your case.

General information

1. A topology that shows the physical connectivity between the devices that are having the problems.
2. An accurate 888 of the problem including the following:
   • What type of devices are having the problem?
   • Is the problem related to a particular application?
   • What protocols are involved?
   • Are the protocols routed or bridged?
3. The MAC layer and network layer addresses of the affected stations.
4. When was the first occurrence of the problem?
5. Is the problem intermittent?
6. Do you have any network troubleshooting devices (protocol analyzer)?
7. Is there dialin capability?

Router Specific Information - From all routers in the affected path

1. write terminal
2. show version
3. show interface
4. show controller
5. show buffer
6. show proc cpu
7. show controller cbus (if AGS+ or 7000)

ISDN Troubleshooting - If connected to the BRI interface

1. Show isdn status
2. debug isdn ev (make a ping to the other side)
3. debug isdn q921 (checks the physical layer)
4. debug isdn q931 (checks layer III)
5. show dialer
6. debug dialer

If connected to the PRI interface

1. sho isdn status (shows you the status of all b channels)
2. sho controller T1
3. All BRI debugs listed above.

Frame Relay Troubleshooting

1. sho frame map
2. sho interface
3. sho frame pvc

X.25 Troubleshooting

1. sho x25 map
2. debug x.25 ev (only if the router is not too busy and not production!)

PPP troubleshooting - can be used on a serial, Async or ISDN line

1. debug ppp neg
2. debug ppp error
3. debug ppp chap

Protocol Translator

1. debug translate
2. debug pad (if appropriate)
3. telnet (IP address of translation) /debug

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