Using the Cisco Technical Support & Documentation Website for ...

hellhollowreadingNetworking and Communications

Oct 26, 2013 (4 years and 17 days ago)

79 views

1

© 2006 Cisco Sy stems, Inc. All rights reserv ed.

Session Number

Presentation_ID


Using the Cisco Technical Support & Documentation Website for
LAN Issues



Cisco Technical Support Presentation

2

2

2

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Agenda


Cisco Technical
Support &
Documentation
Website Overview


Product Support


Technology Support


Tools and Additional
Resources


Conclusion

3

3

3

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Cisco Technical Support &
Documentation Website Overview

3

3

3


Presentation_ID

4

4

4

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technical Support Services becomes part of
the Lifecycle Portfolio

Plan

Optimize

Operate

Design

Implement

Prepare

Operate

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

5

5

5

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Cisco.com Website

6

6

6

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Cisco Technical Support & Documentation
Website

7

7

7

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product and Support
Documentation

7

7

7


Presentation_ID

8

8

8

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product and Support Documentation

Cisco Products



Select product from:

Product and Support

Documentation section


9

9

9

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches

Select LAN

Switch (e.g., ,

Catalyst 6500

Series Switch)

via link in

center section

10

10

10

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

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

11

11

11

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches

Select

configuration

help by feature:


DHCP


EtherChannel®


Multicast


Quality of
Service (QoS)

…etc.

Configuration
Examples and
TechNotes

12

12

12

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches

Sample

configuration

for

EtherChannel

between

Catalyst ®

4500/4000,

5500/5000,

and

6500/6000

series

13

13

13

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches

Known problems:


Release notes


Field notices


Security advisories




Troubleshoot and Alerts

14

14

14

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches


Provides
recovery
procedures

15

15

15

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Product Support


LAN Switches


Sample
troubleshooting
document


Troubleshooting
steps and
resources

16

16

16

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Networking Technology
Documentation

16

16

16


Presentation_ID

17

17

17

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Networking Technology Documentation

Cisco
Technologies


Select technology

from:

Networking
Technology
Documentation
section

18

18

18

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching

Select a LAN

technology:


EtherChannel


FDDI & CDDI


LAN Security


Spanning Tree …

19

19

19

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching

Organized by:


Technology
Information


Design


Configure


Maintain and
Operate


Troubleshoot and
Alerts

20

20

20

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID


Configure
section


Configuration
Examples and
TechNotes


Configuration
Guides

Technology Support


LAN Switching

21

21

21

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Sample

configuration

document


General
understanding


Configuration
examples

Technology Support


LAN Switching

22

22

22

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching


Sample topologies and
explanations of UplinkFast
and BackboneFast

23

23

23

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching

Step
-
by
-
step

instructions for

enabling and

disabling features

24

24

24

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Troubleshoot and
Alerts



Security Advisories
and Notices


Troubleshooting
Guides


Troubleshooting
TechNotes

Technology Support


LAN Switching

25

25

25

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Sample

troubleshooting

document

Technology Support


LAN Switching

26

26

26

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching

Flash animation explains Spanning
-
tree Protocol failure


27

27

27

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Technology Support


LAN Switching


Identifying bridge
loops


Restoring
connectivity


Checking ports


Looking for
resource errors


Disabling
unneeded features

28

28

28

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Tools and Additional Resources

28

28

28


Presentation_ID

29

29

29

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

T
ools & Resources

30

30

30

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Tools & Resources

Search tool by Most Requested, Category, or Alphabetical index

31

31

31

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Search

Results page

32

32

32

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Search

Links directly to

the release notes

in Bug Toolkit

The Result

33

33

33

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

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

34

34

34

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

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)

35

35

35

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Software Advisor



Find Software Compatible with my Hardware

Matches your hardware with available Cisco software

36

36

36

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Software Advisor



Find Software Compatible with my Hardware

Compare software that supports the device you configured

Results
page

37

37

37

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID


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

Check your
Bug Groups
for updates

38

38

38

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID


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

39

39

39

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Bug Toolkit

Results

Your search criteria

40

40

40

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Bug Toolkit

Details about an individual bug

41

41

41

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

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


42

42

42

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Output Interpreter


Optional
step:


See list of
supported
“show”
commands

43

43

43

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Output Interpreter


New optional step:

Problem to
command
mappings

44

44

44

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Output Interpreter


Results from
“show port”
command listed
by type:

Errors

Warnings

Status
information

Helpful
references


45

45

45

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Output Interpreter



Results from
“show port”
command
(continued):

Warnings


46

46

46

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Output Interpreter


Results from
“show port”
command
(continued)

Status information

Helpful references


Feedback form


47

47

47

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

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


48

48

48

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Case Collection


Free text query

49

49

49

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Case Collection


Tool will clarify the
problem area and
frequency



Edit problem type if query
has been misunderstood

50

50

50

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Case Collection


Refining
questions

51

51

51

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Case Collection


Search results
table


Click “View
Solution” links
to be taken to
solutions

52

52

52

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Case Collection

Detailed solution page

53

53

53

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

TAC Service Request Tool


Create or query your Service Requests from the
Technical Support & Documentation site

54

54

54

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Additional Resources: My Tech Support

55

55

55

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Conclusion

55

55

55


Presentation_ID

56

56

56

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Cisco Technical Support Newsletter


Receive the
latest technical
information and
tool updates


Subscribe at
above URL or
via subscribe
link at
www.cisco.com/
techsupport

Subscribe at:

www.cisco.com/techsupport/newsletter

57

57

57

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Training Resources

Cisco Technical
Support Seminars



Learn how to
navigate the Cisco
Technical Support &
Documentation
Website for technical
resources

58

58

58

© 2006 Cisco Sy stems, Inc. All rights reserv ed.


Presentation_ID

Conclusion


Improved navigation


Enhanced search capabilities


One location for all technical
documentation


Direct access to the TAC
Service Request Tool


Personalization feature


My Tech Support

Benefits of the Cisco Technical
Support & Documentation Website

include: