ZyXEL Communications ES3500 Series Bedienungsanleitung

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Switch Series

ES 3500 Series

GS 1920 Series / 2210 Series / 3700 Series

XGS 2210 Series / 3700 Series / 4500 Series

XS 1920-12 / 3700-24/ 3900-48

Firmware Version 4.00~4.30

Edition 1, 9/2016

Troubleshooting Guide

Default Login Details

LAN Port IP Address

https://192.168.1.1

User Name

admin

Password

1234

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1!How%to%Troubleshoot%Switch%Related%Issues%......................................................%3!

2!Symptom%of%Troubleshooting%...........................................................................%7!

3!Basic%Information%.............................................................................................%9!

4!Hardware%Monitor%Status%...............................................................................%11!

5!Switch%Auto-Reboot,%Crash%.............................................................................%15!

6!Troubleshooting%for%Loop%...............................................................................%16!

7!Troubleshooting%for%VLAN%..............................................................................%25!

8!Troubleshooting%for%Multicast%........................................................................%37!

9!Troubleshooting%for%Layer%2%IGMP%Snooping%...................................................%44!

10!Troubleshooting%for%L3%IGMP%Routing%..........................................................%56!

11!Troubleshooting%for%Multicast%VLAN%Registration%........................................%64!

12!Troubleshooting%for%IP%Source%Guard%...........................................................%76!

13!Troubleshooting%for%DHCP%Relay%..................................................................%86!

14!Troubleshooting%for%DHCP%Server%................................................................%97!

15!Troubleshooting%for%ACL%............................................................................%105!

16!Troubleshooting%for%Routing%......................................................................%116!

17!Troubleshooting%for%CPU%high%....................................................................%128!

18!Troubleshooting%for%PoE%............................................................................%129!

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1 How to Troubleshoot Switch Related Issues

This document describes the necessary process for troubleshooting

Zyxel Switch related issues.

STEP 1: Information Gathering

Start by gathering basic and general information. This is necessary for

the following reasons:

l Attempt to locally reproduce issue.

l Gain perspective over customer’s network architecture.

l Quickly identify devices.

You can verify which information is relevant for troubleshooting by

reviewing “Basic information”.

STEP 2: Identifying the Symptom

Analyze the problem that your customer is experiencing. Avoid using

subjective responses. Rely on objective responses.

Example of subjective responses:

l The <device> stopped working sometimes.

l <Device> crashes all the time.

l All devices cannot access the Internet.

Example of objective responses:

l <Device> undergoes unexpected reboot sometimes.

l Console CLI does not show any output.

l Bob’s laptop cannot access the Internet.

Once you can clearly identify the symptom and the affected devices,

refer to “Symptom of Troubleshooting” and locate the symptom that

best matches customer’s description.

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STEP 3: Following the Troubleshooting Guides

Each symptoms will have a list of corresponding Troubleshooting Steps

that you will need to look through.

Example:

If customer encounters symptom involving “PC cannot communicate

with other devices”, they will start the troubleshooting process by

reviewing the following order:

- Troubleshooting of VLAN

- Troubleshooting of Loop

- Troubleshooting of IP Source Guard

- Troubleshooting of Routing

- Troubleshooting of ACL

STEP 4: The Troubleshooting Process

Most of the Troubleshooting guide follows the common schema:

START: refers to where the troubleshooting process begins.

Initiate: refers to how the symptom is triggered.

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Verify: indicates whether the issue is resolved or not.

FINISH: is achieved when symptom related to this feature has either

been resolved, or never encountered in the first place. Reaching

this process will usually inform you to proceed to the next

troubleshooting guide/agenda.

Reconfigure: refers to the common possible misconfigurations that

may cause the observable symptoms.

OTHERS: this is achieved when symptom is caused by software

malfunction or inter-operability issues between other devices. You

will ultimately end-up in this section when all possible

reconfigurations fails to pass the Verify stage. The OTHERS section

will be occasionally updated as CSO continues to find new and

unique problems.

If you end-up in the OTHERS section but cannot proceed further,

then kindly consult with Zyxel’s CSO.

Example:

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2 Symptom of Troubleshooting

Following are some common issue symptom report from customer, according to the

symptoms of these problems, you can follow the below step and it will help you

speed up to identify the cause of the problem.

1. Switch randomly crash.

Troubleshooting Step:

l Crash

2. Abnormal Status with PWR, SYS, ALM LED

Troubleshooting Step:

l HW Monitor

3. PC cannot communicate with other devices.

Troubleshooting Step:

l VLAN

l LoopGuard

l IP Source Guard

l Routing

l ACL

4. Client cannot get ip address from DHCP Server

Troubleshooting Step:

l VLAN

l LoopGuard

l IP Source Guard

l DHCP Server

l DHCP Relay

l ACL

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5. Administrator cannot manage the switches.

Troubleshooting Step:

l VLAN

l Management

l DHCP Relay

l ACL

6. CCTV cannot watch Channel, LAG, Delay, Mosaics or Freeze.

Troubleshooting Step:

l VLAN

l Multicast Troubleshooting.

l L2 IGMP Snooping

l L3 IGMP Routing

l MVR

7. IP phone or IP Camera cannot be power on by PoE Switch.

Troubleshooting Step:

l PoE Troubleshooting Guide.

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3 Basic Information

If switch happen some problem, following are some general information may

need to confirm first:

l Firmware Version

l Configuration

l Tech-Support Logs

l Network Topology

Check Firmware Version

1. WebGUI:

Figure 1 Basic Setting > System Info

2. CLI:

Figure 2 Enter CLI command “show system-information”.

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Configuration

1. WebGUI:

Figure 3 Management > Maintenance > Backup Configuration

Tech-Support Logs

1. CLI:

Figure 4 Enter CLI command “show tech-support”.

Topology

In order to speed up to understand the issue how to happen, the topology

information is important for troubleshooting.

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