Using Tech Support Website LAN Issues 20Aug2006 by eternalny

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									Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website for LAN Issues

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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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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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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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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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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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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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Product Support – LAN Switches
Sample configuration for EtherChannel between Catalyst ® 4500/4000, 5500/5000, and 6500/6000 series

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Product Support – LAN Switches
Troubleshoot and Alerts
Known problems: • Release notes • Field notices • Security advisories

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Product Support – LAN Switches

Provides recovery procedures

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Product Support – LAN Switches

• Sample troubleshooting document • Troubleshooting steps and resources

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Networking Technology Documentation

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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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Technology Support – LAN Switching

Sample configuration document
• General understanding • Configuration examples

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Technology Support – LAN Switching

Sample topologies and explanations of UplinkFast and BackboneFast

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Technology Support – LAN Switching
Step-by-step instructions for enabling and disabling features

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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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Technology Support – LAN Switching
Flash animation explains Spanning-tree Protocol failure

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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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Tools and Additional Resources

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Tools & Resources

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Tools & Resources
Search tool by Most Requested, Category, or Alphabetical index

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Search
Results page

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Search

The Result

Links directly to the release notes in Bug Toolkit

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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
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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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Software Advisor – Find Software Compatible with my Hardware
Matches your hardware with available Cisco software

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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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Bug Toolkit
• Research a software upgrade or troubleshoot • Enter known bug ID • Search bugs related to Cisco IOS Software by release • 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.

Check your Bug Groups for updates

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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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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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Output Interpreter

Optional step:
See list of supported “show” commands

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Output Interpreter

New optional step:
Problem to command mappings

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Output Interpreter

Results from “show port” command listed by type:
Errors Warnings Status information Helpful references

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Output Interpreter

Results from “show port” command (continued):
Warnings

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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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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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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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TAC Case Collection
Detailed solution page

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TAC Service Request Tool
• Create or query your Service Requests from the Technical Support & Documentation site

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Additional Resources: My Tech Support

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Conclusion

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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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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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