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Troubleshooting and Replacing a Faulty MS Switch

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There are circumstances where a switch will fail, and the only option is to replace the device. However, many common symptoms that may appear as device failure can be resolved with some simple troubleshooting steps.
This article outlines common symptoms and troubleshooting steps for Cisco Meraki MS switches, as well as information about how to request an RMA.


Troubleshooting

When determining if a switch is faulty, the following checks must be made. As per the device's replacement warranty, Cisco Meraki can replace a faulty device. However, in order to satisfy all stakeholders and minimize both downtime and cost, troubleshooting must be done to determine if an RMA is the correct path to follow.
The following symptoms and steps will help determine if a switch has failed:

No lights when the switch is powered on

  • Try connecting the switch to a different power source.
  • Try using a different power cable.
  • When the switch is powered on, do the fans start?
    • If the switch audibly turns on but no lights are on, allow it to run for a few minutes and see if the lights turn on.
      Note: The non-PoE MS220 switches do not have audible fans, however it is still recommended to leave the switch powered on for a few minutes.
  • If one is available, try using a different power supply for the switch.

If there is still no light activity when connecting to a working power source, the unit is faulty and needs an RMA.

Switch has a solid amber power LED

A solid amber power LED indicates that the switch is unable to communicate with the network or reach the cloud. This is rarely indicative of hardware failure, the following troubleshooting steps may help resolve the issue:

  • Connect to the switch's Local Status Page and check the management IP configuration.
    • If the switch should be getting a dynamic IP configuration via DHCP, see if it received an IP address. If not, troubleshoot the connection between the switch and DHCP server, as well as the server itself.
    • If the switch needs a static IP configuration, make sure that is set correctly.
    • Make sure the switch's management VLAN is configured correctly, or left blank if it should be untagged.
  • Make sure there are no firewalls that could be blocking the switch's management traffic.
  • Plug the switch's uplink cable into another device like a laptop, to test for Internet connectivity.

If all else fails, try performing a factory reset on the switch and reconfigure its management IP as needed.

No link lights when connecting a device to an Ethernet switch port

  • Make sure the switchport is enabled.
    • A switchport can be enabled in Dashboard under Switches > Configure > Switch ports, clicking the port in question, and setting Enabled to Enabled.
  • Make sure the connected device is on and working.
    • Try connecting the device to another port on the same switch.
    • Try connecting the device to another switch.
  • Swap the Ethernet cable with a known working cable.
  • Perform a factory reset on the switch.

If the link lights on the switchport don't come on when a working device is connected with a working Ethernet cable, the unit is faulty and needs an RMA.

Switch doesn't recognize a connected SFP module

When an SFP module is connected to an online switch, the status of that module can be seen in Dashboard under Switches > Monitor > Switch ports by looking at the port in question.

If a connected SFP module isn't reported in Dashboard:

  • Make sure the SFP module is supported.
    • A full list of SFP modules and their supported switches can be found on the SFP Datasheet.
    • Non-Meraki SFP modules may work, but are not officially supported.
  • If one is available, try swapping the SFP module with another supported module.
    • If only the one module is failing, only the module needs an RMA.
  • Connect the SFP module into another port to see if the problem is isolated to the port.
  • Perform a factory reset on the switch.

If a supported SFP module is not recognized by the switch, and the problem isn't specific to the one module, the unit is likely faulty and should be processed for an RMA.

No power delivered to a connected Power over Ethernet (PoE) device

  • Make sure the switch supports PoE.
    • PoE-capable Meraki switches have a "P" at the end of the model number, e.g. MS220-24P.
  • Ensure that PoE is enabled on the switchport connected to the PoE device.
    • PoE can be enabled on a switchport in Dashboard under Switches > Configure > Switch ports, clicking the port in question, and setting PoE to Enabled.
    • Additionally, click the details option to see the current PoE status. Make sure to provide this status in the event of an RMA.
  • Check that the switch is receiving enough power to support PoE.
    • If the switch is currently powered via a UPS, try connecting the switch to a wall outlet instead.
  • Connect the PoE device to another switchport, a PoE injector, or PoE-capable switch to ensure that it is working.
  • Perform a factory reset on the switch.

If the above checks have been done and the switch is still not providing power to a PoE-capable device, the unit is like faulty and should be processed for an RMA.


Requesting an RMA

If the steps outlined above have been followed and indicate that the unit requires an RMA, please contact Support to begin the RMA process. Please be prepared to outline the troubleshooting steps that have been taken so far, as well as provide a shipping address to help expedite the process.

Note: Support may recommend additional troubleshooting steps not outlined in this article, depending on the nature of the specific issue.

Please also reference our RMA documentation article for additional information about device replacement.

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Last modified
15:48, 20 Jul 2017

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