H3C S5560-EI series User manual

H3C S5560-EI Switch Series Troubleshooting
Guide
Copyright © 2015 Hangzhou H3C Technologies Co., Ltd. All rights reserved.
No part of this manual may be reproduced or transmitted in any form or by any means
without prior written consent of Hangzhou H3C Technologies Co., Ltd.
The information in this document is subject to change without notice.

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Contents
Introduction··································································································································································· 1
General guidelines····························································································································································1
Collecting log and operating information ······················································································································1
Collecting common log messages ··························································································································2
Collecting diagnostic log messages ·······················································································································3
Collecting operating statistics ·································································································································3
Contacting technical support ···········································································································································4
Troubleshooting hardware ·········································································································································· 5
Unexpected switch reboot················································································································································5
Symptom····································································································································································5
Troubleshooting flowchart ·······································································································································6
Solution······································································································································································6
Operating power module failure·····································································································································7
Symptom····································································································································································7
Troubleshooting flowchart ·······································································································································7
Solution······································································································································································7
Newly installed power module failure····························································································································8
Symptom····································································································································································8
Troubleshooting flowchart ·······································································································································8
Solution······································································································································································8
Fan tray failure ··································································································································································9
Symptom····································································································································································9
Troubleshooting flowchart ·······································································································································9
Solution······································································································································································9
Related commands························································································································································· 10
Troubleshooting ACL··················································································································································11
ACL application failure with an error message ·········································································································· 11
Symptom································································································································································· 11
Troubleshooting flowchart ···································································································································· 11
Solution··································································································································································· 11
ACL application failure without an error message····································································································· 12
Symptom································································································································································· 12
Troubleshooting flowchart ···································································································································· 12
Solution··································································································································································· 12
Packet loss or forwarding failure·································································································································· 13
Symptom································································································································································· 13
Troubleshooting flowchart ···································································································································· 14
Solution··································································································································································· 14
Related commands························································································································································· 16
Troubleshooting IRF····················································································································································17
IRF fabric establishment failure····································································································································· 17
Symptom································································································································································· 17
Troubleshooting flowchart ···································································································································· 18
Solution··································································································································································· 18
Related commands························································································································································· 20
Troubleshooting Ethernet link aggregation···············································································································21
Link aggregation failure ················································································································································ 21

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Symptom································································································································································· 21
Troubleshooting flowchart ···································································································································· 22
Solution··································································································································································· 22
Related commands························································································································································· 23
Troubleshooting ports·················································································································································25
Fiber port remains in down state·································································································································· 25
Symptom································································································································································· 25
Troubleshooting flowchart ···································································································································· 26
Solution··································································································································································· 26
Copper port remains in down state ····························································································································· 28
Symptom································································································································································· 28
Troubleshooting flowchart ···································································································································· 28
Solution··································································································································································· 28
Non-H3C transceiver module ······································································································································· 29
Symptom································································································································································· 29
Troubleshooting flowchart ···································································································································· 29
Solution··································································································································································· 29
Transceiver module does not support digital diagnosis····························································································· 30
Symptom································································································································································· 30
Troubleshooting flowchart ···································································································································· 31
Solution··································································································································································· 31
Error frames (for example, CRC errors) on a port ······································································································ 32
Symptom································································································································································· 32
Troubleshooting flowchart ···································································································································· 32
Solution··································································································································································· 32
Failure to receive packets·············································································································································· 34
Symptom································································································································································· 34
Troubleshooting flowchart ···································································································································· 34
Solution··································································································································································· 35
Failure to send packets·················································································································································· 36
Symptom································································································································································· 36
Troubleshooting flowchart ···································································································································· 36
Solution··································································································································································· 36
Related commands························································································································································· 38
Troubleshooting system management·······················································································································39
High CPU utilization ······················································································································································ 39
Symptom································································································································································· 39
Troubleshooting flowchart ···································································································································· 39
Solution··································································································································································· 39
High memory utilization ················································································································································ 41
Symptom································································································································································· 41
Troubleshooting flowchart ···································································································································· 41
Solution··································································································································································· 42
Related commands························································································································································· 42
Troubleshooting other problems································································································································43
Layer 2 forwarding failure ············································································································································ 43
Symptom································································································································································· 43
Troubleshooting flowchart ···································································································································· 44
Solution··································································································································································· 44
Related commands ················································································································································ 48
Layer 3 forwarding failure ············································································································································ 49
Symptom································································································································································· 49
Troubleshooting flowchart ···································································································································· 50

iii
Solution··································································································································································· 50
Related commands ················································································································································ 51
Protocol flapping···························································································································································· 51
Symptom································································································································································· 51
Troubleshooting flowchart ···································································································································· 51
Solution··································································································································································· 52
Fan failure······································································································································································· 52
Symptom································································································································································· 52
Troubleshooting flowchart ···································································································································· 53
Solution··································································································································································· 53
Related commands ················································································································································ 54

1
Introduction
This document provides information about troubleshooting common software and hardware problems
with S5560-EI Switch Series.
This document is not restricted to specific software or hardware versions.
General guidelines
IMPORTANT:
To prevent a failure from causing loss of configuration, save the configuration each time you finish
confi
g
urin
g
a feature. For confi
g
uration recovery, re
g
ularly back up the confi
g
uration to a remote server.
When you troubleshoot xxx, follow these general guidelines:
•To help identify the failure cause, collect system and configuration information, including:
{Symptom, time of failure, and configuration.
{Network topology information, including the network diagram, port connections, and points of
failure.
{Log messages and diagnostic information. For more information about collecting this
information, see "Collecting log and operating information."
{Physical evidence of failure:
−Photos of hardware.
−Status of the LEDs.
{Measures you have taken, such as reconfiguration, cable swapping, and reboot.
{Output from the commands executed during the troubleshooting process.
•To ensure safety, wear an ESD-preventive wrist strap when you replace or maintain a hardware
component.
•If hardware replacement is required, use the release notes to verify the hardware and software
compatibility.
Collecting log and operating information
IMPORTANT:
By default, the information center is enabled. If the feature is disabled, you must use the info-center enable
command to enable the feature for collecting log messages.
Table 1 shows the types of files that the system uses to store operating log and status information. You can
export these files by using FTP, TFTP, or USB.
In an IRF system, these files are stored on the master device. Multiple devices will have log files if
master/subordinate switchovers have occurred. You must collect log files from all these devices. To more
easily locate log information, use a consistent rule to categorize and name files. For example, save log
files to a separate folder for each member device, and include their slot numbers in the folder names.

2
Table 1 Log and operating information
Cate
g
or
y
File name format
Content
Common log logfile.log Command execution and operational log messages.
Diagnostic log diagfile.log
Diagnostic log messages about device operation, including the
following items:
•Parameter settings used when an error occurs.
•Information about a card startup error.
•Handshaking information between member devices when a
communication error occurs.
Operating
statistics file-basename.gz
IMPORTANT:
Current operation statistics for feature modules, including the
following items:
•Device status.
•CPU status.
•Memory status.
•Configuration status.
•Software entries.
•Hardware entries.
Collecting common log messages
1. Save the common log messages from the log buffer to a log file.
By default, the log file is saved in the logfile directory of the Flash memory on each member device.
<Sysname> logfile save
The contents in the log file buffer have been saved to the file
flash:/logfile/logfile.log
2. Identify the log file on each member device:
# Display the log file on the master device.
<Sysname> dir flash:/logfile/
Directory of flash:/logfile
0 -rw- 21863 Jul 11 2013 16:00:37 logfile.log
524288 KB total (107944 KB free)
# Display the log file on each subordinate device:
<Sysname> dir slot2#flash:/logfile/
Directory of slot2#flash:/logfile
0 -rw- 21863 Jul 11 2013 16:00:37 logfile.log
524288 KB total (107944 KB free)
3. Transfer the files to the desired destination by using FTP, TFTP, or USB. (Details not shown.)

3
Collecting diagnostic log messages
1. Save the diagnostic log messages from the diagnostic log file buffer to a diagnostic log file.
By default, the diagnostic log file is saved in the diagfile directory of the Flash memory on each
member device.
<Sysname> diagnostic-logfile save
The contents in the diagnostic log file buffer have been saved to the file
flash:/diagfile/diagfile.log
2. Identify the diagnostic log file on each member device:
# Display the diagnostic log file on the master device.
<Sysname> dir flash:/diagfile/
Directory of flash:/diagfile
0 -rw- 161321 Jul 11 2013 16:16:00 diagfile.log
524288 KB total (107944 KB free)
# Display the diagnostic log file on each subordinate device:
<Sysname> dir slot2#flash:/diagfile/
<Sysname> dir slot2#flash:/diagfile/
Directory of slot2#flash:/diagfile
0 -rw- 161321 Jul 11 2013 16:16:00 diagfile.log
524288 KB total (107944 KB free)
3. Transfer the files to the desired destination by using FTP, TFTP, or USB. (Details not shown.)
Collecting operating statistics
You can collect operating statistics by saving the statistics to a file or displaying the statistics on the
screen.
When you collect operating statistics, follow these guidelines:
•Log in to the device through a network port or management port (if any) instead of the console port
as long as possible. Network and management ports are faster than the console port.
•Do not execute commands during operating statistics collection.
•To ensure information completeness, H3C recommends that you save the statistics to a file.
NOTE:
The amount of time to collect statistics increases along with the number of IRF member devices.
To collect operating statistics:
1. Disable pausing between screens of output if you want to display operating statistics on the screen.
Skip this step if you are saving statistics to a file.
<Sysname> screen-length disable
2. Collect operating statistics for multiple feature modules.
<Sysname> display diagnostic-information

4
Save or display diagnostic information (Y=save, N=display)? [Y/N] :
3. At the prompt, choose to save or display operating statistics:
# To save operating statistics, enter yat the prompt and then specify the destination file path.
Save or display diagnostic information (Y=save, N=display)? [Y/N] :y
Please input the file name(*.tar.gz)[flash:/diag.tar.gz] :flash:/diag.tar.gz
Diagnostic information is outputting to flash:/diag.tar.gz.
Please wait...
Save successfully.
<Sysname> dir flash:/
Directory of flash:
…
6 -rw- 898180 Jun 26 2013 09:23:51 diag.tar.gz
524288 KB total (107944 KB free)
# To display operating statistics on the monitor terminal, enter nat the prompt. (The output from this
command varies by software version.)
Save or display diagnostic information (Y=save, N=display)? [Y/N] :N
===============================================
===============display clock===============
05:26:01 UTC Tue 01/01/2015
=================================================
===============display version===============
H3C Comware Software, Version 7.1.045, ESS 1107
Copyright (c) 2004-2014 Hangzhou H3C Tech. Co., Ltd. All rights reserved.
H3C S5560-54C-PWR-EI uptime is 0 weeks, 0 days, 5 hours, 26 minutes
Last reboot reason : Cold reboot
Boot image: flash:/s5560ei-cmw710-boot-e1107.bin
Boot image version: 7.1.045, ESS 1107
Compiled Dec 26 2014 15:34:13
System image: flash:/s5560ei-cmw710-system-e1107.bin
System image version: 7.1.045, ESS 1107
Compiled Dec 26 2014 15:34:13
……
Contacting technical support
If you cannot resolve a problem after using the troubleshooting procedures in this document, contact
H3C Support. When you contact an authorized H3C support representative, be prepared to provide the
following information:
•Information described in "General guidelines."
•Product serial numbers.
This information will help the support engineer assist you as quickly as possible.
The following is the contact information for H3C Support:
•Telephone number—400-810-0504.

5
•E-mail—[email protected]om.
Troubleshooting hardware
This section provides troubleshooting information for common hardware problems.
NOTE:
This section describes how to troubleshoot unexpected switch reboot, power module failure, and fan tray
failure. To troubleshoot ports, see "Troubleshooting ports."
Unexpected switch reboot
Symptom
The switch reboots unexpectedly when it is operating.

6
Troubleshooting flowchart
Figure 1 Troubleshooting unexpected switch reboot
Solution
To resolve the problem:
1. Verify that you can access the CLI after the switch reboots.
{If you can access the CLI, execute the display diagnostic-information command to collect log
messages.
{If you cannot access the CLI, go to step 2.
2. Verify that the system software image on the switch is correct.
Log in to the switch through the console port and restart the switch. If the system reports that a CRC
error has occurred or that no system software image is available, reload the system software
image. The system software image is automatically set to the current system software image during
the Boot ROM image running process.
3. If the problem persists, contact H3C Support.

7
Operating power module failure
Symptom
An operating power module fails.
Troubleshooting flowchart
Figure 2 Troubleshooting operating power module failure
Solution
To resolve the problem:
1. Identify the operating state of the power module.
[Sysname]display power
Slot 2:
PowerID State Mode Current(A) Voltage(V) Power(W)
1 Normal -- -- -- --
2 Absent -- -- -- --
If the power module is in Absent state, go to step 2. If the power module is in Fault state, go to
step 3.
2. Remove and reinstall the power module to make sure the power module is installed securely. Then,
execute the display power command to verify that the power module has changed to Normal state.
If the power module remains in Absent state, replace the power module.
3. When the power module is in Fault state, perform the following tasks:

8
a. Verify that the power module is connected to the power source securely. If it has been
disconnected from the power source (The switch is being powered up with another power
module.), connect the power source to it.
b. Verify that the power module surface is clean. Dust buildup might cause high temperature. If
dust is accumulated on the power module, remove the dust. Then remove and reinstall the
power module. Execute the display power command to verify that the power module has
changed to Normal state. If the power module remains in Fault state, go to step c.
c. Install the power module into an empty power module slot. Then execute the display power
command to verify that the power module has changed to Normal state in the new slot. If the
power module remains in Fault state, replace the power module.
4. If the problem persists, contact H3C Support.
Newly installed power module failure
Symptom
A newly installed power module fails.
Troubleshooting flowchart
Figure 3 Troubleshooting newly installed power module failure
Solution
To resolve the problem:
1. Identify the operating state of the power module.
[Sysname]display power
Slot 2:
PowerID State Mode Current(A) Voltage(V) Power(W)
1 Normal -- -- -- --

9
2 Absent -- -- -- --
If the power module is in Absent state, go to step 2. If the power module is in Fault state, go to
step 3.
2. When the power module is in Absent state, perform the follow tasks:
a. Remove and reinstall the power module to make sure the power module is installed securely.
Then execute the display power command to verify that the power module has changed to
Normal state. If the power module remains in Absent state, go to step b.
b. Remove and install the power module into an empty power module slot. Then execute the
display power command to verify that the power module has changed to Normal state in the
new slot. If the power module remains in Absent state, go to step 4.
3. Remove and install the power module into an idle power module slot. Then execute the display
power command to verify that the power module has changed to Normal state in the new slot. If
the power module remains in Fault state, go to step 4.
4. If the problem persists, contact H3C Support.
Fan tray failure
Symptom
An operating fan tray or a newly installed fan tray fails.
Troubleshooting flowchart
Figure 4 Troubleshooting fan tray failure
Solution
To resolve the problem:
1. Display fan tray information.
[Sysname]display fan

10
Slot 2:
Fan 1:
State : Normal
Airflow Direction: Port-to-power
Prefer Airflow Direction: Port-to-power
Fan 2:
State : Normal
Airflow Direction: Port-to-power
Prefer Airflow Direction: Port-to-power
{If the Airflow Direction value is different from the Prefer Airflow Direction value, replace the fan
tray with one that has an airflow direction as required, or execute the fan prefer-direction
command to configure the preferred airflow direction as required.
{If the fan tray is in Absent state, go to step 2.
{If the fan tray is in Fault state, go to step 3.
2. Remove and reinstall the fan tray to make sure the fan tray is installed securely. Then execute the
display fan command to verify that the fan tray has changed to Normal state. If the fan tray
remains in Absent state, replace the fan tray.
3. If the fan tray is in Fault state, perform the following tasks:
a. Execute the display environment command to display temperature information. If the
temperature continues to rise, put your hand at the air outlet vents to feel if air is being expelled
out of the air outlet.
b. If no air is being expelled out of the air outlet vents, remove and reinstall the fan tray. Then
execute the display fan command to verify that the fan tray has changed to Normal state. If the
fan tray remains in Fault state, replace the fan tray.
You must make sure the switch operating temperature is below 60°C (140°F) while you
replace the fan tray. If a new fan tray is not readily available, power off the switch to avoid
damage caused by high temperature.
4. If the problem persists, contact H3C Support.
Related commands
This section lists the commands that you might use for troubleshooting the hardware.
Command Descri
p
tion
dir Displays information about files and directories.
display boot-loader Displays current configuration files and system software
images.
display environment Displays temperature information.
display fan Displays the operating states of the fan tray.
display logbuffer Displays the state of the log buffer and the log information in
the log buffer.
display power Displays power module information.

11
Troubleshooting ACL
This section provides troubleshooting information for common problems with ACLs.
ACL application failure with an error message
Symptom
The system fails to apply a packet filter or an ACL-based QoS policy to the hardware. It also displays the
"Reason: Not enough hardware resource" message.
Troubleshooting flowchart
Figure 5 Troubleshooting an ACL application failure
Solution
To resolve the problem:
1. Execute the display qos-acl resource command, and then check the Remaining field for ACL
resources insufficiency.
If this field displays 0, the ACL hardware resources are exhausted.
2. To free hardware resources, delete unnecessary ACLs.
3. If the problem persists, contact H3C Support.

12
ACL application failure without an error message
Symptom
The system applies a packet filter or an ACL-based QoS policy to the hardware. However, the ACL does
not take effect.
Troubleshooting flowchart
Figure 6 Troubleshooting an ACL application failure
Solution
Choose a solution depending on the module that uses the ACL.
ACL used in a QoS policy
To resolve the problem when the ACL is used in a QoS policy:
1. Verify that the QoS policy is configured correctly:
a. Use one of the following commands to check the QoS policy for configuration errors,
depending on the policy application destination:
Destination Command
Interface display qos policy interface
VLAN display qos vlan-policy
Global display qos policy global

13
Destination Command
Control plane display qos policy control-plane slot
slot-number
b. If the QoS policy does not contain a class-behavior association, associate the traffic behavior
with the traffic class.
c. If the QoS policy contains a class-behavior association, execute the display traffic classifier
user-defined command and the display traffic behavior user-defined command to check for
traffic class and behavior configuration errors, respectively.
−If they are configured incorrectly, reconfigure them.
−If they are configured correctly, go to step 2.
2. Verify that the ACL is configured correctly.
Execute the display acl command to check whether the ACL is configured correctly.
{If the ACL is configured incorrectly, reconfigure it.
{If the ACL is configured correctly, go to step 3.
3. If the problem persists, contact H3C Support.
ACL used in a packet filter
To resolve the problem when the ACL is used in a packet filter:
1. Verify that the packet filter is configured correctly.
Execute the display packet-filter command to check whether the packet filter is configured
correctly.
{If there are any configuration errors, reconfigure the packet filter.
{If there is no configuration error, go to step 2.
2. Verify that the ACL is configured correctly.
Execute the display acl command to check whether the ACL is configured correctly.
{If the ACL is configured incorrectly, reconfigure it.
{If the ACL is configured correctly, go to step 3.
3. If the problem persists, contact H3C Support.
Packet loss or forwarding failure
Symptom
The network experiences packet loss or packet forwarding failure. You can use ACLs to count traffic
statistics to determine the location of the fault.

14
Troubleshooting flowchart
Figure 7 Troubleshooting a forwarding failure
Solution
To resolve the problem:
1. Identify the characteristics of the packets that are not forwarded correctly.
Use a packet capture tool to identify the characteristics of the traffic, such as the IP address, MAC
address, or VLAN. Make sure the characteristics are unique among traffic to be forwarded.
2. Configure a QoS policy and apply it to interfaces:
Figure 8 Traffic path
a. Configure a QoS policy according to the traffic characteristics. This example uses destination
IP address 2.2.2.2.
<Sysname> system-view
System View: return to User View with Ctrl+Z.
[Sysname] time-range t1 from 12:00 11/11/2013 to 12:01 11/11/2013
[Sysname] acl number 3000 name geliACL
[Sysname-acl-adv-3000-geliACL] rule 0 permit ip destination 2.2.2.2 0 time-range
t1
[Sysname-acl-adv-3000-geliACL] quit
[Sysname] traffic classifier count
[Sysname-classifier-count] if-match acl 3000
[Sysname-classifier-count] quit
[Sysname] traffic behavior count
[Sysname-behavior-count] accounting packet

15
[Sysname-behavior-count] quit
[Sysname] qos policy count
[Sysname-qospolicy-count] classifier count behavior count
b. Apply the QoS policy to interfaces on devices along the forwarding path. In this example,
apply the QoS policy to the incoming traffic on GigabitEthernet 1/0/1 on Device B and
GigabitEthernet 2/0/1 on Device C.
The following shows the application on Device B:
[Sysname-qospolicy-count] quit
[Sysname] interface gigabitethernet 1/0/1
[Sysname-GigabitEthernet1/0/1] qos apply policy count inbound
3. After the time range, execute the display qos policy interface command to display traffic statistics
on the interfaces:
{On GigabitEthernet 1/0/1 of Device B:
[Sysname-GigabitEthernet1/0/1] display qos policy interface gigabitethernet 1/0/1
Interface: GigabitEthernet1/0/1
Direction: Inbound
Direction: Inbound
Policy: count
Classifier: count
Operator: AND
Rule(s) : If-match ACL 3000
Behavior: count
Accounting Enable:
251 (Packets)
The output shows that a total of 251 packets match ACL 3000.
{On GigabitEthernet 2/0/1 of Device C:
[Sysname-GigabitEthernet2/0/1] display qos policy interface gigabitethernet 2/0/1
Interface:GigabitEthernet2/0/1
Direction: Inbound
Direction: Inbound
Policy: count
Classifier: count
Operator: AND
Rule(s) : If-match ACL 3000
Behavior: count
Accounting Enable:
50 (Packets)
The output shows that a total of 50 packets match ACL 3000.
4. Compare the traffic statistics on the two interfaces. Packet loss or forwarding fault exists between
Device B and Device C.

16
Related commands
This section lists the commands that you might use for troubleshooting ACLs.
Command Descri
p
tion
display acl Displays configuration and match statistics for ACLs.
display diagnostic-information Displays operating statistics for multiple feature modules in
the system.
display packet-filter Displays whether an ACL has been successfully applied to an
interface for packet filtering.
display qos-acl resource Displays QoS and ACL resource usage.
display qos policy control-plane Displays information about the QoS policies applied to the
specified control plane.
display qos policy global Displays information about global QoS policies.
display qos policy interface Displays information about the QoS policies applied to an
interface or to all interfaces.
display qos policy user-defined Displays user-defined QoS policies.
display qos vlan-policy Displays information about QoS policies applied to VLANs.
display traffic classifier user-defined Displays traffic class configuration.
display traffic behavior user-defined Displays traffic behavior configuration.