1 © 2004 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Cisco Technical Support Seminar Using the Cisco Technical Support Website for General Router Issues

222 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Cisco Technical Support Website Overview Hardware Troubleshooting Initial Configurations Password Recovery Router and Cisco IOS ® Architecture Issues Software Installation and Upgrades Conclusion

333 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Website Overview 333 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

444 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website

555 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Website

666 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Troubleshooting 666 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

777 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID 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...

888 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support Cisco Products Select product from: Navigation bar Center section OR Navigate from Technical Support Homepage

999 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Resources Hardware Troubleshooting General Issues: Field notices Security advisories Password recovery Troubleshooting tools And more…

10 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Troubleshooting Document helps to: Identify the issue Highlight common problems Provide step-by-step troubleshooting

11 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Troubleshooting

12 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Troubleshooting Step-by-step troubleshooting: Common problems Cause of the problem Resolution steps

13 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Initial Configurations 13 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

14 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Configuration Support Select your technology Samples and tips Configuration examples

15 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Initial Configuration Procedures – Technology: NAT Step-by-step procedure

16 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Password Recovery 16 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

17 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Password Recovery Select your product Troubleshoot Recover password

18 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Password Recovery – Cisco 2500

19 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Password Recovery – Cisco 2500

20 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Router and Cisco IOS ® Architecture Issues 20 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

21 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Router and Cisco IOS ® Software Architecture Issues Select your product Troubleshoot Troubleshooting resources Router crashes

22 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Router Crashes

23 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Bus Error Crashes – Cisco 3600

24 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID System Error Messages Provides: Description of the error message Cause of the error message How to troubleshoot the error message

25 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID System Error Messages

26 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Tools

27 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Paste error message Click submit button to receive analysis

28 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Provides: 1. Explanations about the error message 2. Documentation links Output Interpreter

29 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Analyzes output from show commands Displays: 1. Errors 2. Warnings 3. Status information 4. Helpful references

30 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show interface serial” command listed by type:  Errors  Warnings  Status information  Helpful references

31 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show interface serial” command (cont’d.)  Status information  Helpful references Feedback form

32 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Optional step: See list of supported “show” commands

33 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter 2nd optional step: Problem to command mappings

34 © 2004 Cisco Systems, Inc. All rights reserved. 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 Router and IOS Architecture

35 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection

36 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Tool will clarify the problem area and frequency Edit problem type if query has been misunderstood Next

37 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Search results table Click “View Solution” links to be taken to solutions

38 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Detailed solution page

39 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Example: When logged in with registered Cisco.com user name, enter bug ID Search all of Cisco.com or Tech Support & Docs Click “Go”

40 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Search

41 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Links directly to the release notes in Bug Toolkit The Result

42 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Enter your product, software, and task (that is, installation, troubleshooting, configuration, etc.) and obtain targeted search results Returns only information relevant to the product and software version selected Remembers products for next visit

43 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Begin your search by adding a new device: Enter your product and software version or Copy and paste the output of a “show version” command Step 1: Add a new device or paste output from show command

44 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Or begin your search by selecting from a saved device Step 1. (continued): OR Select your saved device

45 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Select a task: Upgrade, install, or compatibility resources Configuration documentation Troubleshooting resources OR Search Step 2: Select a task

46 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Search by: Entering a specific search term in the box OR Browsing resources, including subtopics – this is an opportunity to research technologies that can run on your device Step 3: Select search option

47 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Advisor Comparison: 11 results with Technical Support Advisor vs. 1,910 results by searching all of Cisco.com Step 4: View (and refine) results

48 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades 48 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

49 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrade Procedures

50 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrade Procedures

51 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrade Procedures Use Technical Support Website Tools to determine: Supported hardware modules Supported features Appropriate Cisco IOS ® Software release

52 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrade Procedures Upgrade procedures

53 © 2004 Cisco Systems, Inc. All rights reserved. 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

54 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software

55 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Compare software that supports the device you configured Results page

56 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software with the Features I need Answers: what software has these features? Select product Select features

57 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software with the Features I need Results page provides: Releases organized by train Ability to compare releases Required memory for download

58 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Compare Features in Different Releases Side-by-side comparison of features in Cisco releases: Which are in common? Which are unique?

59 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Compare Features in Different Releases Features unique to each image Features common to both images

60 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco IOS Upgrade Planner Select a platform 7500

61 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco IOS Upgrade Planner Select a feature set

62 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco IOS Upgrade Planner Select a software release

63 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco IOS Upgrade Planner Check minimum memory requirements Review licensing agreement Download software

64 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures Common problems

65 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures Documents most common pitfalls Provides suggestions or tips

66 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures Common problems Boot failure

67 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures

68 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures

69 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Installation and Upgrades Procedures

70 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion 70 © 2003, Cisco Systems, Inc. All rights reserved. Presentation_ID

71 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Summary Initial configurations Password recovery Router and Cisco IOS ® Software architecture Software installation and upgrades Cisco Technical Support Website supports you with:

72 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Training Resources Cisco Technical Support Seminars Learn how to navigate the Cisco ® Technical Support Website for technical resources

73 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Newsletter Receive the latest technical information and tool updates Subscribe at above URL or via subscribe link at techsupport techsupport Subscribe now at:

74 © 2004 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion Improved navigation Enhanced search capabilities One location for all technical documentation Direct access to the TAC Service Request Tool Benefits of the Cisco Technical Support Website include: