Problem Solving - Cisco 1120 Installation Manual

Problem Solving

When each of these conditions is met, the hardware installation is complete, and you should proceed to
perform a basic configuration. For proper configuration features, see
Configuring the Cisco 1120 Secure Access Control Server
If you cannot locate the source of the problem, contact a customer service representative for information
on how to proceed. For technical support information, see the Cisco Information Packet publication that
is shipped with your appliance. Before you call, ensure that you have the following information ready:
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•
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Be sure to provide the customer service representative with any upgrade or maintenance information that
Note
was performed on the CSACS 1120 Series appliance after your initial installation. For site log
information, see
Problem Solving
The key to problem solving is to isolate the problem to a specific location by comparing what the CSACS
1120 Series appliance is doing with what it should be doing. In other words, when troubleshooting,
define the specific symptoms, identify all potential problems that could be causing the symptoms, and
then systematically eliminate each potential problem (from most likely to least likely) until the
symptoms disappear.
The following steps provide guidelines you can use during the troubleshooting process.
Analyze the problem and create a clear problem statement. Define symptoms and potential causes.
Step 1
Gather the facts that you need to help isolate possible causes.
Step 2
Consider possible causes based on the facts that you gathered.
Step 3
Create an action plan based on those causes. Begin with the most likely problem and devise a plan in
Step 4
which you manipulate only one variable.
Implement the action plan. Perform each step carefully while testing to see whether the
Step 5
symptom disappears.
Step 6 Analyze the results to determine whether the problem has been resolved. If the problem is resolved,
consider the process complete.
Step 7 If the problem has not been resolved, create an action plan based on the next most probable cause on
your list. Return to
Step 8 Be sure to undo anything that you changed while implementing your action plan. Remember to change
only one variable at a time.
Installation Guide for the Cisco 1120 Secure Access Control Server 4.2
D-2
Appliance chassis type and serial number. For more information, see
Tool, page 1-3.
Maintenance agreement or warranty information (see the Cisco Information Packet).
Type of software and version number (if applicable).
Date you received the new appliance.
Brief description of the problem you are facing and the steps you have taken to isolate and resolve
the problem.
Creating a Site Log, page 2-14
Step 4 and repeat the process until the problem is solved.
Chapter 3, "Installing and
4.2".
Cisco Product Identification
and Site Log, page B-1
Appendix D Troubleshooting
OL-19455-01