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

222 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Cisco Technical Support & Documentation Website Overview Product Support Technology Support Tools and Additional Resources 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 Product and Support Documentation 777 Presentation_ID

888 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Cisco Products Select product from: Product and Support Documentation section

999 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Select LAN Switch (e.g.,, Catalyst 6500 Series Switch) via link in center section

10 © 2006 Cisco Systems, Inc. All rights reserved. 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 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Select configuration help by feature: DHCP EtherChannel® Multicast Quality of Service (QoS) …etc. Configuration Examples and TechNotes

12 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Sample configuration for EtherChannel between Catalyst ® 4500/4000, 5500/5000, and 6500/6000 series

13 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Known problems: Release notes Field notices Security advisories Troubleshoot and Alerts

14 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Provides recovery procedures

15 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support – LAN Switches Sample troubleshooting document Troubleshooting steps and resources

16 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation 16 Presentation_ID

17 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation Cisco Technologies Select technology from: Networking Technology Documentation section

18 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Select a LAN technology: EtherChannel FDDI & CDDI LAN Security Spanning Tree …

19 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Organized by: Technology Information Design Configure Maintain and Operate Troubleshoot and Alerts

20 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configure section Configuration Examples and TechNotes Configuration Guides Technology Support – LAN Switching

21 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Sample configuration document General understanding Configuration examples Technology Support – LAN Switching

22 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Sample topologies and explanations of UplinkFast and BackboneFast

23 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Step-by-step instructions for enabling and disabling features

24 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshoot and Alerts Security Advisories and Notices Troubleshooting Guides Troubleshooting TechNotes Technology Support – LAN Switching

25 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Sample troubleshooting document Technology Support – LAN Switching

26 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Flash animation explains Spanning-tree Protocol failure

27 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support – LAN Switching Identifying bridge loops Restoring connectivity Checking ports Looking for resource errors Disabling unneeded features

28 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Tools and Additional Resources 28 Presentation_ID

29 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID T ools & Resources

30 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Tools & Resources Search tool by Most Requested, Category, or Alphabetical index

31 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Results page

32 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Links directly to the release notes in Bug Toolkit The Result

33 © 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

34 © 2006 Cisco Systems, Inc. All rights reserved. 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 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software

36 © 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

37 © 2006 Cisco Systems, Inc. All rights reserved. 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 © 2006 Cisco Systems, Inc. All rights reserved. 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 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Results Your search criteria

40 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Details about an individual bug

41 © 2006 Cisco Systems, Inc. All rights reserved. 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 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Optional step: See list of supported “show” commands

43 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter New optional step: Problem to command mappings

44 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command listed by type: Errors Warnings Status information Helpful references

45 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command (continued): Warnings

46 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command (continued) Status information Helpful references Feedback form

47 © 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

48 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Free text query

49 © 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

50 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Refining questions

51 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Search results table Click “View Solution” links to be taken to solutions

52 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Detailed solution page

53 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Service Request Tool Create or query your Service Requests from the Technical Support & Documentation site

54 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Additional Resources: My Tech Support

55 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion 55 Presentation_ID

56 © 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:

57 © 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

58 © 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: