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

222 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

333 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website Overview 333 Presentation_ID

444 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Services becomes part of the Lifecycle Portfolio Plan Optimize OperateDesign 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

555 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website

666 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website

777 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Troubleshooting 777 Presentation_ID

888 © 2006 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...

999 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Cisco Products Select product from: Product and Support Documentation section

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

25 © 2006 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

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

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

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

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

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

31 © 2006 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

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

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

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

35 © 2006 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

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

37 © 2006 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

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

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

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

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

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

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

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

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

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

47 © 2006 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

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

49 © 2006 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

50 © 2006 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

51 © 2006 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

52 © 2006 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?

53 © 2006 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

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

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

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

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

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

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

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

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

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

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

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

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

66 © 2006 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 at:

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

68 © 2006 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 Personalization feature – My Tech Support Benefits of the Cisco Technical Support & Documentation Website include: