Motorola WS5100 Series User manual


WS5100 Series Switch
Troubleshooting Guide

© 2007 Motorola, Inc. All rights reserved.
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. Symbol is a registered
trademark of Symbol Technologies, Inc. All other product or service names are the property of their respective owners.

Contents
Chapter 1. Overview
1.1 Wireless Switch Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.1.1 Switch Does Not Boot Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.1.2 Switch Takes a Long Time to Start Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.1.3 Switch Does Not Obtain an IP Address through DHCP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.1.4 Switch is Stuck in a Booting Loop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.1.5 Unable to Connect to the Switch using Telnet or SSH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
1.1.6 Web UI is Sluggish, Does Not Refresh Properly, or Does Not Respond. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
1.1.7 Console Port is Not Responding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.1.8 Shutting Down the Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.1.8.1 Shutting Down the Switch Using the 1.4.x/2.x Shutdown Command . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.1.8.2 Shutting Down the Switch Using the Halt Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
1.2 Access Port Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.2.1 Access Ports are Not Adopted. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.3 Mobile Unit Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.3.1 Access Port Adopted, but MU is Not Being Associated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.3.2 MUs Cannot Associate and/or Authenticate with Access Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.3.3 Poor Voice Quality Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.4 Failover Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.4.1 Switch is Not Failing Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.4.2 Switch is Failing Over Too Frequently. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.5 Installation Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.5.1 After Upgrade, Version Number Has Not Changed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
1.6 Miscellaneous Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
1.6.1 Excessive Fragmented Data or Excessive Broadcast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
1.6.2 Excessive Memory Leak. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
1.7 System Logging Mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10
Chapter 2. Syslog Messages &
MU Disassociation Codes
2.1 Syslog Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.2 MU Dissasociation Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-46
Chapter 3. Security Issues
3.2 RADIUS Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
3.2.1 Troubleshooting RADIUS Accounting Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
3.3 Rogue AP Detection Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
3.4 Troubleshooting Firewall Configuration Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

TOC-ii WS5100 Series Switch Troubleshooting Guide
Chapter 4. Network Events and Kern Messages
4.1 KERN Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12
Chapter 5. LED Information
5.1 LED Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1.1 Start Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1.2 Primary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1.3 Standby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1.4 Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Chapter 6. Updating the System Image
6.1 Upgrading the Switch Image from 1.4.x or 2.x to Version 3.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
6.2 Downgrading the Switch Image from Version 3.x to 1.4.x or 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Chapter 7. Troubleshooting SNMP Issues

About This Guide
Introduction
This guide provides information for troubleshooting issues on the WS 5100 Series Switch.
Documentation Set
The documentation set for the WS5100 Series Switch is partitioned into the following guides to provide
information for specific user needs.
•WS5100 System Reference - describes WS5100 Series Switch Web UI configuration activities and the
resulting network behavior.
•WS5100 Installation Guide - describes the basic setup and configuration required to transition to more
advanced configuration of the switch.
•WS5100 CLI Reference - describes the Command Line Interface (CLI) and Management Information
Base (MIB) commands used to configure the WS5100 Series Switch.
•WS5100 Migration Guide - provides upgrade instructions and new feature descriptions for legacy
users of the WS5100 Series Switch.
Document Conventions
NOTE: Screens and windows pictured in this guide are samples and can differ from actual
screens.
NOTE: Indicate tips or special requirements.
CAUTION: Indicates conditions that can cause equipment damage or data loss.
WARNING! Indicates a condition or procedure that could result in personal
injury or equipment damage.
!

-viii WS5100 Series Switch Troubleshooting Guide
Notational Conventions
The following additional notational conventions are used in this document:
•Italics are used to highlight the following:
• Chapters and sections in this and related documents
• Dialog box, window and screen names
• Drop-down list and list box names
• Check box and radio button names
• Icons on a screen.
•GUI text is used to highlight the following:
• Screen names
• Menu items
• Button names on a screen.
• bullets (•) indicate:
• Action items
• Lists of alternatives
• Lists of required steps that are not necessarily sequential
• Sequential lists (e.g., those that describe step-by-step procedures) appear as numbered lists.

Overview
This chapter describes common system issues and what to look for while diagnosing the cause of a problem.
Wherever possible, it includes possible suggestions or solutions to resolve the issues.
The following sections are included:
•Wireless Switch Issues
•Access Port Issues
•Mobile Unit Issues
•Failover Issues
•Installation Issues
•Miscellaneous Issues
•System Logging Mechanism
1.1 Wireless Switch Issues
This section describes various issues that may occur when working with the switch. Possible issues include
•Switch Does Not Boot Up
•Switch Takes a Long Time to Start Up
•Switch Does Not Obtain an IP Address through DHCP
•Switch is Stuck in a Booting Loop
•Unable to Connect to the Switch using Telnet or SSH
•Web UI is Sluggish, Does Not Refresh Properly, or Does Not Respond
•Console Port is Not Responding
•Shutting Down the Switch
1.1.1 Switch Does Not Boot Up
The switch does not boot up to a username prompt via CLI console or Telnet.
Table 1.1 provides suggestions to troubleshoot this issue.

1-2 WS5100 Series Switch Troubleshooting Guide
1.1.2 Switch Takes a Long Time to Start Up
Until DHCP is enabled (and if static IP addresses are not being used), startup can be extremely slow. This is
normal.
1.1.3 Switch Does Not Obtain an IP Address through DHCP
The switch requires a routable IP address for the administrator to manage it via Telnet, SSH or a Web
browser. By default, the switch boots up with a non-routable static IP address.
Table 1.2 provides suggestions to troubleshoot this issue.
1.1.4 Switch is Stuck in a Booting Loop
The switch continuously boots and does not change context to a user name prompt.
Table 1.3 provides suggestions to troubleshoot this issue.
Table 1.1 Switch Does Not Boot Up Troubleshooting Notes
Possible Problem Suggestions to Correct
Switch has no power • Verify power cables, fuses, UPS power. The front panel LED lights up when
power is applied to the switch.
• Verify the power switch on the back of the switch is in the I(on) position.
• Have a qualified electrician check the power source to which the switch is
connected.
Chassis fans and/or CPU
fan not rotating
• Visually inspect the fans located inside the switch chassis.
• If one or more of the CPU fans are not running, contact the Motorola Support
center for further instructions.
All else... Contact Motorola Support.
Table 1.2 Switch Does Not Obtain an IP Address through DHCP Troubleshooting Notes
Possible Issue Suggestions to Correct
DHCP is not configured, or
not available on same
network as the switch
• Verify the configuration for the switch has DHCP enabled. By default, Ethernet NIC 2
is DHCP enabled. Otherwise, refer to the CLI reference for instructions on enabling
the Ethernet interfaces.
• Ensure the WS5100 is on the same network as the DHCP server and verify the server
is providing DHCP services.
• Connect another host configured for DHCP and verify it is getting a DHCP address
DHCP is not enabled on
NIC 2 (that is, the Ethernet
port that is not managing
the RF network)
• Enable DHCP, use the CLI command or the GUI to enable DHCP on the Ethernet port
connected to your network.
• Verify DHCP packets are being sent to NIC 2 using a sniffer tool
• If DHCP packets are seen, check to ensure that the switch is not configured for a
static IP on NIC 2.
All else.. Contact Motorola Support.

Overview 1-3
1.1.5 Unable to Connect to the Switch using Telnet or SSH
The switch is physically connected to the network, but connecting to the switch using SSH or Telnet does not
work.
Table 1.4 provides suggestions to troubleshoot this issue.
1.1.6 Web UI is Sluggish, Does Not Refresh Properly, or Does Not Respond
When configuring the switch, it is easy to overlook the fact that the host computer is running the browser
while the switch is providing the data to the browser. Occasionally, while using the Web UI (GUI) the switch
does not respond or appears to be running very slow; this could be a symptom of the host computer or the
network, and not the switch itself. Table 1.5 provides suggestions to troubleshoot this issue.
Table 1.3 Switch is Stuck in a Booting Loop Troubleshooting Notes
Possible Issue Suggestions to Correct
Bad flash memory module Remove the flash memory and install it in a different switch.
Switch not getting enough
ventilation
Verify the CPU fan is operating properly.
All else... Contact Motorola Support.
Table 1.4 Unable to Connect to the Switch using Telnet or SSH Troubleshooting Notes
Possible Issue Suggestions to Correct
Console is not on network • Check all cabling and terminal emulation program settings to be sure they are
correctly set. See Console Port is Not Responding issue, or the WS5100 Series
Switch System Reference Guide for more details.
• From a another system on the same network. attempt to ping the switch.
Telnet is not enabled
and/or SSH is disabled
Verify Telnet or SSH are enabled using the CLI or GUI (By default, telnet is disabled.).
Max sessions have been
reached
Maximum allowed sessions is 8 concurrent users connected to a switch. Verify that
the threshold has not been reached. .
Primary LAN is not
receiving Telnet traffic
Verify Telnet traffic is on the primary VLAN.
All else... Contact Motorola Support.
Table 1.5 Web UI is Sluggish, Does Not Refresh Properly, or Does Not Respond Troubleshooting Notes
Possible Issue Suggestions to Correct
Bad connection between
switch and console system
Verify the line between the switch and the host computer is functioning normally.
Slow transmission of data
packets
Verify the data packets are being sent to and from the switch using a sniffer tool.
Access ports may try to
adopt while country code is
not set
Set the country name for the switch, which is set to “none” by default.

1-4 WS5100 Series Switch Troubleshooting Guide
1.1.7 Console Port is Not Responding
The switch console port is physically connected to the host computer’s serial port, but pressing the [Enter]
key gets no response from the switch.
Table 1.6 provides suggestions to troubleshoot this issue.
1.1.8 Shutting Down the Switch
The CLI commands used to shutdown the switch have changed with the release of the 3.x version WS5100
Series Switch. Please refer to the following to differentiate between the shutdown command
(1.4.x and 2.x) from the halt command (3.x).
1.1.8.1 Shutting Down the Switch Using the 1.4.x/2.x Shutdown Command
To gracefully shutdown the WS 5100, issue the shutdown command from the configure context in the CLI:
WS5000.(Cfg)> shutdown
This command will halt the system.
Packet storm Check Syslog for any type of a packet storm.
Overburdened with a large
number of access ports
With large numbers of access ports, changing the configuration quickly may cause the
switch to not refresh properly, at least immediately following configuration.
Java JRE is out of date Be sure you are using Sun Java JRE 1.5 or later. To download the appropriate for your
system go to: http://www.sun.com/java/
All else... Contact Motorola Support.
Table 1.6 Console Port is Not Responding Troubleshooting Notes
Possible Issue Suggestions to Correct
Cabling issue Ensure that a NULL-modem cable is connected from the WS5100 console port to the
host computer’s serial port.
Not using a terminal
emulation program
Verify a serial terminal emulation program, such as HyperTerminal, is in use.
Settings in terminal
emulation program are
incorrectly set
Check the serial port settings in the serial terminal emulation program being used. The
correct settings are:
All else... Contact Motorola Support.
Table 1.5 Web UI is Sluggish, Does Not Refresh Properly, or Does Not Respond Troubleshooting Notes (Continued)
Possible Issue Suggestions to Correct
Terminal Type VT-100
Port COM 1-4
Terminal Settings 19200 bps transfer rate
8 data bits
no parity
1 stop bit
no flow control