Service-Engine1/0 is up, line protocol is down

[Luke023]

Hello everyone,

Would you please help me to figure out what's the problem?

I have had one Cisco 2851 ISR for a few years, I lost the VoiceMail feature recently, I found 'Service-Engine1/0 is up, line protocol is down ', but I don't know why.

the settings about this service engine are as the following:

!

interface GigabitEthernet0/0.18
description <<<Voice Vlan - 192.168.18.0/24>>>
encapsulation dot1Q 18
ip address 192.168.18.10 255.255.255.0
!

!
interface Service-Engine1/0
ip unnumbered GigabitEthernet0/0.18
service-module ip address 192.168.18.11 255.255.255.0
service-module ip default-gateway 192.168.18.10
!

The IP address 192.168.18.11 can't be pinged successfully, however, the 192.168.18.10 can be pinged. 

So, when I sh interface Service-Engine1/0, I found 'Service-Engine1/0 is up, line protocol is down'.

I lost the VoiceMail function in my VoIP system, I cannot access the Cisco Unity Express (192.168.18.11) too.

Thank you help,

Mr. Luke

[Maren Mahoney]

This may take a simple reset of the service engine. I don't know the exact command, but they are likely related to the ones for service-module. So something like the following (in priv exec mode, not config mode). You may have to work with ? to get the exact syntax:

service-module embedded-service-engine 1/0 status

service-module embedded-service-engine 1/0 reset

(and wait for it to come back on line, checking with the "status" command)

There are additional commands to shutdown the service engine to shut it down gracefully, but for the service-module the full shutdown takes a power-cycle of the router to bring it back online. I only use that if the reset doesn't fix it.

HTH

Maren

[Luke023]

Thank you help, Maren.

I tried to reload and reset service-engine 1/0, I got the following status information. it seems nothing changed, the Service-Engine1/0 keeps being up / down, up /down ...

Oct 22 17:39:53.472: %LINEPROTO-5-UPDOWN: Line protocol on Interface Service-Engine1/0, changed state to up
Oct 22 17:40:13.473: %LINEPROTO-5-UPDOWN: Line protocol on Interface Service-Engine1/0, changed state to down
Oct 22 17:40:33.473: %LINEPROTO-5-UPDOWN: Line protocol on Interface Service-Engine1/0, changed state to up
Oct 22 17:40:53.473: %LINEPROTO-5-UPDOWN: Line protocol on Interface Service-Engine1/0, changed state to down

-------------------------

CCME2851#
CCME2851#service-module service-Engine 1/0 status
Service Module is Cisco Service-Engine1/0
Service Module supports session via TTY line 66
Service Module is waiting for registration message
Service Module heartbeat-reset is enabled
Service Module status is not available

CCME2851#
CCME2851#service-module service-Engine 1/0 status
Service Module is Cisco Service-Engine1/0
Service Module supports session via TTY line 66
Service Module is trying to recover from error
Service Module heartbeat-reset is enabled
Service Module status is not available

CCME2851#service-module service-Engine 1/0 status
Service Module is Cisco Service-Engine1/0
Service Module supports session via TTY line 66
Service Module is trying to recover from reset/shutdown
Service Module heartbeat-reset is enabled
Service Module status is not available

CCME2851#sh int service-Engine 1/0
Service-Engine1/0 is up, line protocol is up
Hardware is I82559FE, address is 001e.4a52.ac88 (bia 001e.4a52.ac88)
Interface is unnumbered. Using address of GigabitEthernet0/0.18 (192.168.18.10)
MTU 1500 bytes, BW 100000 Kbit/sec, DLY 100 usec,
reliability 255/255, txload 1/255, rxload 1/255
Encapsulation ARPA, loopback not set
Keepalive set (10 sec)
ARP type: ARPA, ARP Timeout 04:00:00
Last input never, output 00:00:00, output hang never
Last clearing of "show interface" counters never
Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 0
Queueing strategy: fifo
Output queue: 0/40 (size/max)
5 minute input rate 0 bits/sec, 0 packets/sec
5 minute output rate 0 bits/sec, 0 packets/sec
0 packets input, 0 bytes, 0 no buffer
Received 0 broadcasts (0 IP multicasts)
0 runts, 0 giants, 0 throttles
0 input errors, 0 CRC, 0 frame, 0 overrun, 0 ignored
0 input packets with dribble condition detected
138 packets output, 22116 bytes, 0 underruns
0 output errors, 0 collisions, 1 interface resets
0 unknown protocol drops
0 babbles, 0 late collision, 0 deferred
0 lost carrier, 0 no carrier
0 output buffer failures, 0 output buffers swapped out
CCME2851#

I didn't try the shutdown option yet.

Best Regards,

Mr. Luke

[Maren Mahoney]

Yikes! That it is flapping after working for some time is not good. I highly suggest the shutdown and power-cycle (not just a reboot). Perhaps while it is shut down, reseat the module for good measure? If that doesn't fix it, it is probably time for help from TAC.

Maren

[Luke023]

Hello Maren,

I tried the shutdown command, it can't execute.

CCME2851#
CCME2851#service-module service-Engine 1/0 status
Service Module is Cisco Service-Engine1/0
Service Module supports session via TTY line 66
Service Module is failed
Service Module heartbeat-reset is enabled
Service Module status is not available

CCME2851#service-module service-Engine 1/0 shutdown
Shutdown will not work since module is either in bootloader or IOS has not received heartbeat from module yet. Please check the module status using "service-module Service-Engine1/0 status" CLI

if the issues persist, it should be the hardware issues, right?

Thanks,

Mr. Luke

[Maren Mahoney]

Likely a hardware issue, yes. The shutdown command on the module allows the module to do a graceful shutdown before you power-cycle the host router. You can always power-cycle the host router, which will cause an ungraceful shutdown of the module. I don't think that can do any harm. But I do believe TAC is in your future. Good luck. If you find a solution to this, please post and let us know.

Maren

[Luke023]

Got it, thank you, Maren. I'll try one more time next week. At the current status, only the VoiceMail and Unity Express (GUI) stopped working for me. I hope the TAC still supports my ISR 2851.

Have a nice weekend.

Mr. Luke

[Roger Kallberg]

As that ISR platform is way past end of everything I suspect that you might have a hard time to get TAC support on it.

[Luke023]

Got it, thank your information.

[Elliot Dierksen]

If you have a second session to the router open, you can get to the console of the CUE module this way.

service-module embedded-service-engine 1/0 session

Perhaps you can see what is going on when you reset the module. If I were to guess, you have likely worn out the CF card in the module. You might be able to find a replacement on eBay or through some other refurb channels. You can't use just any CF card, it has to be one with the Cisco part number or the module won't recognize it. There are plenty of docs on the Cisco site on how to reload the software on a CUE module, but it is not for the faint of heart.

[Luke023]

Hello Elliot,
Thank your information. I tried it, I got some information as the following:

CCME2851#service-module service-Engine 1/0 session
Trying 192.168.18.10, 2066 ... Open
found 0 drives
Drive count error: 0 drives found▒

Initializing memory. Please wait. 256 MB SDRAM detected
BIOS Version: SM 02.00
BIOS Build date: 09/17/02
System Now Booting ...

Booting from flash..., please wait.

[BOOT-ASM]


Please enter '***' to change boot configuration:

found 0 drives
Drive count error: 0 drives found▒

Initializing memory. Please wait. 256 MB SDRAM detected
BIOS Version: SM 02.00
BIOS Build date: 09/17/02
System Now Booting ...

Booting from flash..., please wait.

[BOOT-ASM]


Please enter '***' to change boot configuration: found 0 drives
Drive count error: 0 drives found▒

ServicesEngine boot-loader> help
Available commands:
boot - boot from specified src
show - show logs or config
config - configure various params
help - commands/options available
ping - ping an ip addr
reboot - reboot
verify - verify software versions

ServicesEngine boot-loader> ping 192.168.22.2

Sending 5, 32 byte ICMP Echos to 192.168.22.2:
!!!!!
Success rate is 100% (5/5)

ServicesEngine boot-loader>
ServicesEngine boot-loader> verify ?
found 0 drives
Drive count error: 0 drives found

ServicesEngine boot-loader> reboot
Rebooting !▒

Initializing memory. Please wait. 256 MB SDRAM detected
BIOS Version: SM 02.00
BIOS Build date: 09/17/02
System Now Booting ...

Booting from flash..., please wait.

[BOOT-ASM]


Please enter '***' to change boot configuration:

I found it keeps booting Service-Engine. I don't know the reason and how to fix it, till now, only the VoiceMail system and GUI Call manager don't work for me.
Thank you very much.
Mr. Luke

[Elliot Dierksen]

Yep, your compact flash is dead. It also probably means you have lost all the configuration too unless there was a scheduled backup.

[Luke023]

Elliot,
Got it. Thank you reply.
Here is the NM-CUE on Cisco 2851 faceplate, I have to figure out the shutdown procedure / pull it out.
Its DISK LED is OFF, maybe that's the problem.
There have few running configuration copies stored on the Cisco 2851, I'm not sure where it was saved.
Once I knew the CF card or hard disk on the NM-CUE, it should be replaced with a new one.

[cid:image001.png@01D7CC0F.859F3BE0]

Regards,
Mr. Luke

[Elliot Dierksen]

An NM-CUE probably has an IDE hard drive. I was thinking of an AIM-CUE card. The CUE config is totally separate from the router config. My recollection of the NM-CUE is that the drive either had special firmware, or the module would only recognize very specific drive modules. I have recycled all my 2800 stuff, so the memory isn't as sharp on that as it used to be.

[Elliot Dierksen · Accepted solution]

Looking here https://www.cisco.com/c/en/us/td/docs/routers/access/interfaces/nm/hardware/installation/guide/cuenme.html there is an 80 GB (SATA) drive in that module. I don't about the custom firmware, but perhaps you could bring it back to life if you could find the exact drive model and you have backups as well as the CUE software distribution. If you have a backup (big if), your best bet might be trying to find a working NM-CUE on eBay or some other surplus site and trying that. I do recall that loading the software from scratch on those was not easy.