Cisco Technical Support Presentation Using the Cisco Technical

Cisco Technical Support Presentation Using the Cisco Technical Support & Documentation Website for General Router Issues Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 1

Agenda • Cisco Technical Support & Documentation Website Overview • Hardware Troubleshooting • Initial Configurations • Password Recovery • Router and Cisco IOS ® Architecture Issues • Software Installation and Upgrades • Additional Resource and Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 2

Cisco Technical Support & Documentation Website Overview Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 3

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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Optimize Plan Operate Design Implement 4

Cisco. com Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 5

Cisco Technical Support & Documentation Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 6

Hardware Troubleshooting Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 7

What Does “Router Issues” Mean? • Router Architecture–Hardware and software architecture • Router Maintenance–Software installation and upgrade, password recovery, initial configuration, disaster recovery. . . • Troubleshooting Router Issues–Memory problems, system crashes, CPU utilization, error messages. . . Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 8

Product and Support Documentation Cisco Products Select product from: Product and Support Documentation section Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 9

Hardware Troubleshooting General Issues: • Error and System Messages • Field Notices • Password Recovery • Security Advisories and Notices • Troubleshooting Guides • Troubleshooting Tech. Notes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 10

Hardware Troubleshooting Document helps to: • Identify the issue • Highlight common problems • Provide step-by-step troubleshooting Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 11

Hardware Troubleshooting Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 12

Hardware Troubleshooting Step-by-step troubleshooting: • Common problems • Cause of the problem • Resolution steps Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 13

Initial Configurations Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 14

Installation and Configuration Support • Select your technology • Samples and tips • Configuration examples Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 15

Initial Configuration Procedures – Technology: NAT Step-by-step procedure Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 16

Password Recovery Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 17

Password Recovery • Select your product • Troubleshoot and Alerts • Password Recovery Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 18

Password Recovery – Cisco 3700 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 19

Password Recovery – Cisco 3700 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 20

Router and Cisco IOS ® Architecture Issues Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 21

Router and Cisco IOS® Software Architecture Issues • Select your product • Troubleshoot and Alerts • Troubleshooting Tech. Notes • Router crashes Troubleshooting Router Crashes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 22

Troubleshooting Router Crashes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 23

Troubleshooting Bus Error Crashes – Cisco 3600 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 24

System Error Messages Provides: • Description of the error message • Cause of the error message • How to troubleshoot the error message Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 25

System Error Messages Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 26

Troubleshooting Tools Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 27

Error Message Decoder • Paste error message • Click submit button to receive analysis Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 28

Error Message Decoder Provides: 1. Explanations about the error message 2. Documentation links Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 29

Output Interpreter • Analyzes output from show commands • Displays: - Errors - Warnings - Status information - Helpful references Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 30

Output Interpreter Results from “show interface serial” command listed by type: Errors Warnings Status information Helpful references Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 31

Output Interpreter • Results from “show interface serial” command (cont’d. ) Status information Helpful references • Feedback form Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 32

Output Interpreter Optional step: See list of supported “show” commands Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 33

Output Interpreter 2 nd optional step: Problem to command mappings Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 34

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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 35

TAC Case Collection Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 36

TAC Case Collection • Tool will clarify the problem area and frequency • Edit problem type if query has been misunderstood Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Next 37

TAC Case Collection • Search results table • Click “View Solution” links to be taken to solutions Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 38

TAC Case Collection Detailed solution page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 39

Search Example: • When logged in with registered Cisco. com user name, enter bug ID • Click “Go” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 40

Search Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 41

Search The Result Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Links directly to the release notes in Bug Toolkit 42

Software Installation and Upgrades Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 43

Software Installation and Upgrade Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 44

Software Installation and Upgrade Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 45

Software Installation and Upgrade Procedures Use Technical Support & Documentation Website Tools to determine: • Supported hardware modules • Supported features • Appropriate Cisco IOS ® Software release Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 46

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. 47

Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 48

Software Advisor – Find Software Compatible with my Hardware Compare software that supports the device you configured Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 49

Software Advisor – Find Software with the Features I need Answers: what software has these features? • Select product • Select features Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 50

Software Advisor – Find Software with the Features I need Results page provides: • Releases organized by train • Ability to compare releases • Required memory for download Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 51

Software Advisor – Compare Features in Different Releases Side-by-side comparison of features in Cisco releases: • Which are in common? • Which are unique? Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 52

Software Advisor – Compare Features in Different Releases • Features unique to each image • Features common to both images Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 53

Cisco IOS Upgrade Planner Select a platform 7500 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 54

Cisco IOS Upgrade Planner Select a feature set Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 55

Cisco IOS Upgrade Planner Select a software release Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 56

Cisco IOS Upgrade Planner • Check minimum memory requirements • Review licensing agreement • Download software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 57

Software Installation and Upgrades Procedures Common problems Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 58

Software Installation and Upgrades Procedures • Documents most common pitfalls • Provides suggestions or tips Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 59

Software Installation and Upgrades Procedures • Common problems • Boot failure Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 60

Software Installation and Upgrades Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 61

Software Installation and Upgrades Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 62

Software Installation and Upgrades Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 63

Additional Resources and Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 64

Additional Resources: My Tech Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 65

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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 66

Training Resources Cisco Technical Support Seminars • Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 67

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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 68