General Recommended Troubleshooting Steps for NSC Hardware Issues

General Recommended Troubleshooting Steps for NSC Hardware Issues

If non-responsive via Console:

  • Note: Console LED will not light up until Nodegrid OS is running
  1. Verify terminal software is set to:

    • 115200bps

    • 8 bits

    • No parity

    • 1 stop bit

    • No flow control

  2. Verify console cable is connected at both NSC and terminal/laptop

  3. Swap console cable with known working cable

  4. Try to access BIOS:

    1. Shutdown system

    2. Power on system

    3. After beep/screen clear, press Esc to access BIOS

  5. Attempt direct access by connecting HDMI monitor and USB keyboard

  1. Power cycle unit while connected to HDMI and watch for boot output

If no response on Console or HDMI/keyboard, the unit will require RMA

 

If unable to access target device on one or more serial ports:

  1. Follow steps in KB: How to troubleshoot RS232 serial connections


If non-responsive via network:

  1. Verify network configuration from admin interface:

    1. Navigate to network connections: cd /settings/network_connections

    2. Get current settings and status: show

  2. If network status is down:

    1. Verify the link is detected: ethtool eth0 | grep Link

      • Replace eth0 with eth1 to check ETH1 link state

    2. Verify network cable connected at both NSC and switch

    3. Swap network cable with known working cable

    4. (Fiber only) Swap transceiver with known good transceiver

    5. Move network cable to another switch port

    6. If cause is not identified, factory reset and reconfigure

  3. If network status is up:

    1. Verify IP address and subnet mask are accurate

    2. Access shell: shell sudo su -

    3. Try to ping a known public IP, such as Google DNS: ping 8.8.8.8

    4. Try to ping the default gateway

      • To identify default gateway: ip route | grep default

    5. Test DNS lookups, example: nslookup www.zpesystems.com

    6. Check if web server listening on port 80 and 443: netstat -lanp | grep -E ":::80|:::443"

      • Two lines should be displayed ending with /httpd

      • If service is not running: create case by emailing ZPE Support (support@zpesystems.com)

    7. Check if SSH server is listening on port 22: netstat -lanp | grep :::22

      • One line should display ending with /sshd

      • If service is not running: create case by emailing ZPE Support (support@zpesystems.com)

    8. If cause is not identified, factory reset and reconfigure

  4. If still not working after above steps: create case by emailing ZPE Support (support@zpesystems.com)


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