Common Rack Access Problems and Solutions

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Common Rack Access Problems and Solutions

Last updated: April 3, 2019

This section provides quick troubleshooters for common issues.

Unable to ping any devices after connecting to the rack with Cisco AnyConnect

When one of our COv2 racks is not in use, all of the physical and virtual devices are powered off. When you schedule a rack session to start immediatly all the devices are simply powered on. The physical devices (SW1, R1 and R2) take 6 to 7 minutes to fully boot and may have the proper config on them or the Cisco factory configuration on them. Since the switch also does the majority of the routing for the devices in the rack you will not be able to ping anything until the switch is booted and has the proper configuration which you may need to apply by pasting in the config from the Default Collaboration Config (see Initial Configurations). The Cisco Collaboration servers can also take as long as 30 minutes for all of them to be fully booted. To avoid this, schedule your rack session at least 45 minutes ahead of time so our automation can have the rack ready for you to use.

Cannot connect to the telnet portal, racks.ine.com

The most common reasons that you cannot reach our Telnet gateway to access your lab rack are:

  • You are trying to use an SSH client, a web browser, or Telnet over SSL.
  • Port 23/TCP is firewalled in your computer or your local network.

The “Firewall Information” section of this document can help you with finding and opening the needed port to access our Telnet gateway.

If you determine that a firewall is not blocking port 23/TCP, generate a traceroute to racks.ine.com, and follow the instructions in Submitting an Emergency Support Ticket. Include the traceroute report in your ticket. Our technicians will investigate the problem.

Cannot connect to a device

You have trouble connecting to a device, either from the access server or by using the device-specific login sequence on our Telnet gateway. Try using the Cisco escape sequence first. If that fails, press Enter a few times to see if you get a response.

If that doesn't work, try power-cycling the device as described in the section 5. Accessing Rack Servers and Equipment via Rentals Page > Power-Cycling Your Lab Rack Devices. We strongly recommend that, before you perform the power cycle, you have a Telnet window open to the device (either directly or through the access server) so that you can watch the boot-up messages as they are output by the router. If you see a serious error message, follow the instructions in Submitting an Emergency Support Ticket and include the error message. Our technicians will investigate the problem.

Cannot bring up an interface

The vast majority of the time, problems with bringing up a link between two devices is a configuration issue, although on rare occasion an interface will stop functioning or a cable will become loose in the interface port. Before submitting a trouble ticket, enable CDP on both devices, configure the interface on each end of the link to its default, issue shutdown cand no shutdown commands to the interfaces to clear any disabled error issue, wait 60 seconds, and then use show cdp neighbor to verify if you have layer 2 connectivity. Also use show ip interface brief to see if the link is reported as “up/up.”

If the link will not come up after this procedure, follow the instructions in Submitting an Emergency Support Ticket, and include the text of your testing on both ends of the link. Our rack technicians will investigate the problem. We unfortunately do not have 24 hour on-call staff in our datacenter. If there is a physical issue with the rack and it is outside of the normal 8 to 5 PM (PST time zone) hours, we will need to move you to another rack.

Cannot establish a VPN connection to Collaboration Rack

Most of the support tickets we receive regarding VPN failure involve blocked ports in the network

Ensure that your firewalls allow the TCP, UDP, and IP packets listed in the Firewall Information section of Getting Started at Your Location. Your checks should include any wireless access points you may be using. You may need to talk to your local network administrator and your upstream network administrator to be sure all ports are open and usable for outbound connections.

VPN connection is disconnecting

If you lose VPN connections, the path between your location and our location may pass through routers that are dropping a large amoutn of packets - the Cisco AnyConnect client should reconnect automatically in this case. If you do not have a static IP address, either on your local computer or on your edge device to your upstream, you should determine whether your network or ISP is changing the IP address on DHCP lease renewal. Cable companies, trying to block servers, use short lease times with forced IP address changes.

When submitting a support ticket for VPN disconnect issues, include a traceroute from your computer to coXvpn.ine.com, where X is the number of your rack rental, so that we can determine whether congestion or routing is causing the problem. Please include all information, such as IP addresses and local network connection type (WiFi, wired Ethernet, cellular service etc.) Also include the ouput from the Cisco AnyConnect Diagnostics ouput if you have Cisco DART installed or at least the Message History from the Cisco AnyConnect client.

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