Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website for
LAN Issues
Session Number
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© 2006 Cisco Systems, Inc. All rights reserved.
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Agenda
• Cisco Technical
Support &
Documentation
Website Overview
• Product Support
• Technology Support
• Tools and Additional
Resources
• Conclusion
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support &
Documentation Website Overview
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technical Support Services becomes part of
the Lifecycle Portfolio
Operate
Optimize
Prepare
Technical Support delivers the
portfolio of Operate and Optimize
services targeted at different
customer needs such as:
• Troubleshooting
• Hardware and software support
• Systems monitoring and
management
• Optimization assessment
Optimize
Plan
Operate
Design
Implement
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco.com Website
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support & Documentation
Website
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product and Support
Documentation
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product and Support Documentation
Cisco Products
Select product from:
Product and Support
Documentation section
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Select LAN
Switch (e.g., ,
Catalyst 6500
Series Switch)
via link in
center section
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Consolidated
technical resources
organized by:
• General Information
• Downloads
• Reference Guides
• Design
• Install and Upgrade
• Configure
• Maintain and Operate
• Troubleshoot and
Alerts
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Configuration
Examples and
TechNotes
Select
configuration
help by feature:
• DHCP
• EtherChannel®
• Multicast
• Quality of
Service (QoS)
…etc.
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Sample
configuration
for
EtherChannel
between
Catalyst ®
4500/4000,
5500/5000,
and
6500/6000
series
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Troubleshoot and Alerts
Known problems:
• Release notes
• Field notices
• Security advisories
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
Provides
recovery
procedures
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support – LAN Switches
• Sample
troubleshooting
document
• Troubleshooting
steps and
resources
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© 2006 Cisco Systems, Inc. All rights reserved.
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Networking Technology
Documentation
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© 2006 Cisco Systems, Inc. All rights reserved.
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Networking Technology Documentation
Cisco
Technologies
Select technology
from:
Networking
Technology
Documentation
section
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Select a LAN
technology:
• EtherChannel
• FDDI & CDDI
• LAN Security
• Spanning Tree …
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Organized by:
• Technology
Information
• Design
• Configure
• Maintain and
Operate
• Troubleshoot and
Alerts
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Configure
section
• Configuration
Examples and
TechNotes
• Configuration
Guides
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Sample
configuration
document
• General
understanding
• Configuration
examples
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Sample topologies and
explanations of UplinkFast
and BackboneFast
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Step-by-step
instructions for
enabling and
disabling features
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Troubleshoot and
Alerts
• Security Advisories
and Notices
• Troubleshooting
Guides
• Troubleshooting
TechNotes
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Sample
troubleshooting
document
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
Flash animation explains Spanning-tree Protocol failure
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technology Support – LAN Switching
• Identifying bridge
loops
• Restoring
connectivity
• Checking ports
• Looking for
resource errors
• Disabling
unneeded features
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© 2006 Cisco Systems, Inc. All rights reserved.
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Tools and Additional Resources
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Tools & Resources
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© 2006 Cisco Systems, Inc. All rights reserved.
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Tools & Resources
Search tool by Most Requested, Category, or Alphabetical index
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© 2006 Cisco Systems, Inc. All rights reserved.
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Search
Results page
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© 2006 Cisco Systems, Inc. All rights reserved.
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Search
The Result
Links directly to
the release notes
in Bug Toolkit
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© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor
• Determines
compatibility and
feature information for
Cisco IOS ® and
Catalyst ® Operating
System software
• New features include:
“Configurator”
Expanded results
page
Advanced options
for managing your
product profiles
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor –
Find Software Compatible with my Hardware
Four Approaches
• Manual
• Paste show
command output
from your device
• Retrieve a saved
configuration
• FRU (field
replaceable unit)
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© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor –
Find Software Compatible with my Hardware
Matches your hardware with available Cisco software
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© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor –
Find Software Compatible with my Hardware
Compare software that supports the device you configured
Results
page
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
• Research a software
upgrade or troubleshoot
• Enter known bug ID
• Search bugs related to
Cisco IOS Software by
release
Check your
Bug Groups
for updates
• Search for bugs in other
Cisco software or
hardware
• Monitor bug changes
via your bug groups
• Example: Select
Catalyst 4000 Series
Switches
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Catalyst 4000
Series Switches
example’s search
criteria:
• Select version
• Enter keywords
• Set advanced options,
for example, severity
level and bug status
group
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Results
Your search criteria
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Details about an individual bug
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
• Analyzes output from
“show” commands:
Errors
Warnings
Status information
Helpful references
• Analyzes Cisco IOS®,
Catalyst® switch, and
secure PIX® firewall
software error messages:
Explanations
Recommended actions
Related resources
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
Optional
step:
See list of
supported
“show”
commands
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
New optional step:
Problem to
command
mappings
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
Results from
“show port”
command listed
by type:
Errors
Warnings
Status
information
Helpful
references
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
Results from
“show port”
command
(continued):
Warnings
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
• Results from
“show port”
command
(continued)
Status information
Helpful references
• Feedback form
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Case Collection
• Free text query
• Guided search
• Search by
solution number
• View All
Solutions
• Suggests
solutions that
come from
actual service
requests taken
by TAC
engineers
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Case Collection
Free text query
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TAC Case Collection
•Tool will clarify the
problem area and
frequency
• Edit problem type if query
has been misunderstood
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Case Collection
Refining
questions
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TAC Case Collection
• Search results
table
• Click “View
Solution” links
to be taken to
solutions
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Case Collection
Detailed solution page
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Service Request Tool
• Create or query your Service Requests from the
Technical Support & Documentation site
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© 2006 Cisco Systems, Inc. All rights reserved.
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Additional Resources: My Tech Support
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© 2006 Cisco Systems, Inc. All rights reserved.
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Conclusion
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support Newsletter
Subscribe at:
www.cisco.com/techsupport/newsletter
• Receive the
latest technical
information and
tool updates
• Subscribe at
above URL or
via subscribe
link at
www.cisco.com/
techsupport
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© 2006 Cisco Systems, Inc. All rights reserved.
56
Training Resources
Cisco Technical
Support Seminars
• Learn how to
navigate the Cisco
Technical Support &
Documentation
Website for technical
resources
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© 2006 Cisco Systems, Inc. All rights reserved.
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Conclusion
Benefits of the Cisco Technical
Support & Documentation Website
include:
• Improved navigation
• Enhanced search capabilities
• One location for all technical
documentation
• Direct access to the TAC
Service Request Tool
• Personalization feature –
My Tech Support
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© 2006 Cisco Systems, Inc. All rights reserved.
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