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Using Tech Support Website Security VPN 20Aug2006

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Using Tech Support Website Security VPN 20Aug2006 Powered By Docstoc
					Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website for Security and Virtual Private Network Issues

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© 2006 Cisco Systems, Inc. All rights reserved.

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Agenda
• Cisco Technical Support & Documentation Website Overview • Installation and Upgrade Support • Configuration Support • Troubleshooting Support • Technical Guides and Additional Resources • Conclusion
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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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Installation and Upgrade Support

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Installation and Upgrade Support
Security and VPN • Select ―Product and Support Documentation‖ or ―Networking Technology Documentation‖ • ―Security and VPN‖ pages can be accessed through both sections

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Installation and Upgrade Support — Product Support Pages

Example: Cisco PIX® 500 Series Security Appliances

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Installation and Upgrade Support — Product Support Pages

Organized into sections:
• General Information • Downloads • Design • Install and Upgrade • Configure • Troubleshoot and Alerts

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Installation and Upgrade Support — Product Support Pages

Install and Upgrade section contains:
• Software download information • Software upgrade information • Hardware Installation guide

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Installation and Upgrade Support — Product Support Pages
Example of Software Installation and Upgrade support: • Upgrading
Software for the Cisco Secure PIX Firewall and PIX Device Manager

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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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Product Upgrade Tool
Ability to order software CD:
• Contract (SAS/SAU) • Warranty (90 days)

Security products include:
• Cisco SACS 03.1 for Windows • CiscoWorks IDS Sensor Software • Cisco VPN Client

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Product Upgrade Tool
Lists products to which you are entitled

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© 2006 Cisco Systems, Inc. All rights reserved.

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Configuration Support

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Configuration Support — Product Support Pages
Software Configuration for PIX 500 Series Security Appliances
• Configuration Examples and TechNotes subsection includes:

– Authentication
– Failover with PIX – Initial configuration (non VPN)…

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Configuration Support — Product Support Pages
PIX 500 Series Security Appliances –> Configure –> Configuration Samples and TechNotes
Example: Using nat, global, static, conduit, and access-list commands and port redirection on PIX

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Configuration Support — Technology Support Pages — Security and VPN

Example: IPSec (IP Security Protocol)

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Configuration Support — Technology Support Pages — Security and VPN

• Technology Information • Design

• Configure
• Troubleshoot and Alerts

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Configuration Support — Technology Support Pages — Security and VPN

Configure:
• Configuration Examples and TechNotes

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Configuration Support — Technology Support Pages — Security and VPN

Sample configuration example

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Configuration Support — 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
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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Software Advisor – Find Software with the Features I need
Answers: what software has these features?
• Select product • Select features

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Software Advisor – Find Software with the Features I need
Results page provides:
• Releases organized by train • Ability to compare releases

• Required memory for download

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Troubleshooting Support

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Troubleshooting Support — Technology Support Pages — Security and VPN

• Technology Information • Design • Configure • Troubleshoot and Alerts

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Troubleshooting Support — Technology Support Pages — Security and VPN
Troubleshooting information for IPSec:

• Known problems,
including field notices, and security advisories and notices • Troubleshooting guides and notes • Troubleshooting tools

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Troubleshooting Support — Technology Support Pages — Security and VPN

Troubleshooting documentation example:
• IP Security Troubleshooting Understanding and Using debug Commands

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© 2006 Cisco Systems, Inc. All rights reserved.

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Troubleshooting Support — Field Notices
• Notification of critical problems with Cisco products or technologies • Includes problem descriptions, safety or security issues, workarounds, and corrective actions • Example: Cisco VPN 3000 Series Concentrators
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Troubleshooting Support — Product Alert Tool
• Set up a profile • Receive e-mail alerts automatically regarding new field notices, product alerts or end-of-sale information for products you selected

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Troubleshooting Support — Security Advisories
• Procedures for stopping an active security attack • Procedures for preventing an imminent security risk • And more…

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Troubleshooting Support — Security Advisories
www.cisco.com/go/psirt

Sign up to receive security information from Cisco, etc.

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Troubleshooting Support — 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:

Check your Bug Groups for updates

Select Cisco PIX
Device Manager
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Bug Toolkit

Search criteria:
• Version or revision • Keywords • Advanced options, for example, severity level and bug status group

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Bug Toolkit
Results

Your selected criteria

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Bug Toolkit
Details about an individual bug

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Bug Toolkit
Save bug in:
• Existing group • New group

Select update options:
• None – Use ―My Stuff‖ link instead • As they occur via e-mail • Weekly summaries via email
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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

2nd optional step:
Problem to command mappings

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Output Interpreter
Results from ―show failover‖ command listed by type:
 Information  Errors, including suggestions  Reference  Warning, including suggestion

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Output Interpreter

• Results from ―show failover‖ command (cont’d.):
 Information  Error, including suggestion

• Feedback form

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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

Security

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TAC Case Collection

Free text query

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TAC Case Collection
Tool will clarify the problem area

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TAC Case Collection
Refining questions:
• e.g., What is your PIX software version?

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TAC Case Collection
Additional 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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Technical Guides and Additional Resources

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Search
Example: • When logged in with registered Cisco.com user name, enter bug ID • Click ―Go‖

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

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My Tech Support

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© 2006 Cisco Systems, Inc. All rights reserved.

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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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© 2006 Cisco Systems, Inc. All rights reserved.

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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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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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