Using Tech Support Website IP Routing 20Aug2006 by eternalny

VIEWS: 450 PAGES: 62

									Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website for IP Routing Issues

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© 2006 Cisco Systems, Inc. All rights reserved.

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Agenda

• Cisco Technical Support & Documentation Website Overview • Design, Installation and Configuration Support • Troubleshooting Support • Technology 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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Design, Installation and Configuration Support

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Design, Installation and Configuration Support

Topics of discussion:
• IP Addressing Services • IP Routing

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Design, Installation and Configuration Support

Select IP Routing:
• Border Gateway Protocol (BGP) • Enhanced Interior Gateway Routing Protocol (EIGRP) • Open Shortest Path First (OSPF) …and more

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Design, Installation and Configuration Support

OSPF page provides:

• Technology Information
• Design • Configure • Troubleshoot and Alerts

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Design Support

OSPF Design Guide provides:
• A deeper understanding of the technology • Design and configuration tips

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Installation and Configuration Support

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Installation and Configuration Support

Sample Configurations for:
• Point-to-Point • Multipoint with: Broadcast Network Non-Broadcast Network Point-to-Multipoint Network

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Installation and Configuration Support
Configure section for Open Shortest Path First (OSPF)
• Configuration examples (e.g., redistributing between classful and classless protocols • Configuration steps • Configuration tools
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Installation and Configuration Support

• Explains two common problems with redistributing routes between RIP and OSPF or IGRP and EIGRP • Provides solutions

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Installation and Configuration Support
Enhanced Interior Gateway Routing Protocol (EIGRP) page provides:
• Technology Information • Design • Configure • Troubleshoot and Alerts

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Installation and Configuration Support

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Installation and Configuration Support
The EIGRP white paper provides:
• Basic theory and understanding of how EIGRP works • Routing updates • Topology tables • Metrics

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Installation and Configuration Support

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Installation and Configuration Support
Configure section for Network Address Translation (NAT)
• Samples and Tips • Configurations

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Tools

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

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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 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

Troubleshooting section for Border Gateway Protocol (BGP)
• Known problems (e.g., field notices, security advisories)
• Troubleshooting steps • Troubleshooting tools

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Troubleshooting Support

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Troubleshooting Support
Troubleshoot and Alerts for Network Address Translation (NAT): • Field Notices
• Troubleshooting TechNotes

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Troubleshooting Support

Troubleshooting document helps you determine if an IP connectivity problem is due to NAT
• Sample problems and summaries • Troubleshooting checklists

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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
Free text query (cont’d.) – Problem type

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TAC Case Collection

• Tool will clarify the problem area and ask refining question(s) • Edit problem type if query has been misunderstood

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TAC Case Collection

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TAC Case Collection

• Search results table • Click “View Solution” links to be taken to solution(s)

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TAC Case Collection
Detailed solution page

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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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Output Interpreter

2nd optional step:
Problem to command mappings

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Output Interpreter
Results from “show ip eigrp events” 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 ip eigrp events”” command (cont’d.):
Warning, including suggestion

Status information
Error, including suggestion Helpful references

• Feedback form
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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
Access your bug groups

•Search for bugs in other Cisco software or hardware
•Monitor bug changes via your bug groups
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Bug Toolkit

Search criteria for Cisco IOS Softwarerelated bugs:
• Version • Features • Keywords • Advanced options, for example, severity level and bug status group

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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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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 e-mail

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Technology Guides and Additional Resources

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Technology Guides and Additional Resources

Case studies provide:
• Deeper understanding of the technology • Tutorials

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Technology Guides and Additional Resources

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Technology Guides and Additional Resources
TechNotes provides a deeper understanding of Network Address Translation (NAT), how it works, when to use it, etc.

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Technology Guides and Additional Resources

IP addressing and subnetting for new users

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Technology Guides and Additional Resources

Document provides:
• Basic configuration information

• Address breakdown
• Subnet addressing and how it works • Many examples

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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 Personalization Feature

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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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