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This appendix provides general guidelines for troubleshooting the Cisco 200. It also contains a troubleshooting worksheet that lists the information you should have available when seeking technical assistance. This appendix contains the following sections:
For information about obtaining technical assistance with your Cisco 200 product, refer to the Cisco Information Packet, which shipped with your product.
The following list of guidelines will help ensure that the Cisco 200 will operate properly:
CONNECT HEADQUARTERS
CONNECT Headquarters
ISDN200 HEADQUARTERS
ISDN200 Headquarters
Blank Screen and Other Hardware Problems
If the screen is blank, or if your workstation seems to be executing commands slowly, the Cisco 200 software with VLM or NETX loaded might be trying to determine whether the command you entered is a NetWare or a DOS command. Therefore, it will bring up a suspended ISDN connection before executing a command. Be sure you unload VLM or NETX when you finish using the services of the remote file server.
Ensure that there are no duplicate network addresses. Addresses are usually assigned by the network administrator.
Troubleshooting the Connecting Router Configuration
The following example illustrates a connecting router configuration for a Cisco 2503 router using PPP multilink with PPP callback and the DSS1 protocol. Have your system administrator use this example if you are having problems connecting using your Cisco 200 and suspect a router configuration problem may be the cause. The lines in bold-face type relate to your installation and are explained in detail in the text following the example.
! version 11.0 ! hostname HEADQUARTERS ! username MyHomeOffice password Secret ipx routing 0000.0c07.ad01 isdn switch-type basic-net3 isdn tei-negotiation first-call ! interface Ethernet0 ip address 220.6.7.50 255.255.255.0 ipx network 50 ! interface BRI0 ip address 202.6.7.50 255.255.255.0 encapsulation ppp ipx network 22 no ipx route-cache ipx watchdog-spoof dialer enable-timeout 2 dialer map ip 202.6.7.30 name MyHomeOffice class CallbackUsers 5551111 dialer map ipx 22.0004.5509.1234 name MyHomeOffice class CallbackUsers 5551111 dialer-group 1 isdn caller 5551111 no fair-queue ppp callback accept ppp multilink ppp authentication chap ! map-class dialer CallbackUsers dialer callback-server username ! router rip network 202.6.7.0 network 210.6.7.0 network 220.6.7.0 ! dialer-list 1 list 100
username
MyHomeOffice password Secret
dialer map ip 202.6.7.30 name
MyHomeOffice
class CallbackUsers
5551111
dialer map ipx 22.
0004.5509.1234
name MyHomeOffice
class CallbackUsers
5551111
Using NETX.EXE with Windows or Windows for Workgroups
If you are using NETX.EXE with Windows or Windows for Workgroups, you need the following files:
These files should be provided by your system administrator.
Installation Summaries for the Various Platforms
DOS and NetWare ODI Drivers (NETX)
Windows and NetWare ODI Drivers (NETX)
Windows and NetWare VLM Drivers
Windows for Workgroups and NetWare ODI Drivers (NETX)
Windows for Workgroups and NetWare VLM Drivers
Before you request technical assistance, complete the following Troubleshooting Worksheet. Support personnel will ask you to provide this information when you first contact them, and may ask you to fax this information. Please print clearly.
Table C-1 : Troubleshooting Worksheet for the Cisco 200
Copyright 1988-1996 © Cisco Systems Inc.
Company Data
Company name
Contact
Phone, fax, or Internet address
PC
Manufacturer/model
Type (386, etc.)/speed (MHz)
Total amount of memory
Operating system and version (DOS 6.2, Windows 3.1, etc.)
ISDN Adapter
I/O port address, IRQ
Serial number
Connecting Router(s)
Model
Software version
NT1 (North America)
Manufacturer/model
Miscellaneous
Network software type and version
Messages
Are there any messages appearing on the console?
Yes No
If so, what is the exact wording of the message(s)?
Network Diagram
On a separate sheet of paper, draw a diagram showing the configuration of your Cisco 200 network. Include the following:
