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

2. 222 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Cisco Technical Support & Documentation Website Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

3. 333 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website Overview 333 Presentation_ID

4. 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

5. 555 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website

6. 666 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website

7. 777 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support 777 Presentation_ID

8. 888 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support Security and VPN Select “Product and Support Documentation” or “Networking Technology Documentation” “Security and VPN” pages can be accessed through both sections

9. 999 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support — Product Support Pages Example: Cisco PIX® 500 Series Security Appliances

10. 10 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support — Product Support Pages Organized into sections: General Information Downloads Design Install and Upgrade Configure Troubleshoot and Alerts

11. 11 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support — Product Support Pages Install and Upgrade section contains: Software download information Software upgrade information Hardware Installation guide

12. 12 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Installation and Upgrade Support — Product Support Pages Example of Software Installation and Upgrade support: Upgrading Software for the Cisco Secure PIX Firewall and PIX Device Manager

13. 13 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID T ools & Resources

14. 14 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Tools & Resources Search tool by Most Requested, Category, or Alphabetical index

15. 15 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Upgrade Tool Ability to order software CD: Contract (SAS/SAU) Warranty (90 days) Security products include: Cisco SACS 03.1 for Windows CiscoWorks IDS Sensor Software Cisco VPN Client

16. 16 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Lists products to which you are entitled Product Upgrade Tool

17. 17 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support 17 Presentation_ID

18. 18 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Product Support Pages Software Configuration for PIX 500 Series Security Appliances Configuration Examples and TechNotes sub- section includes: –Authentication –Failover with PIX –Initial configuration (non VPN)…

19. 19 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Product Support Pages PIX 500 Series Security Appliances –> Configure –> Configuration Samples and TechNotes Example: Using nat, global, static, conduit, and access-list commands and port redirection on PIX

20. 20 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Technology Support Pages — Security and VPN Example: IPSec (IP Security Protocol)

21. 21 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Technology Support Pages — Security and VPN Technology Information Design Configure Troubleshoot and Alerts

22. 22 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Technology Support Pages — Security and VPN Configure: Configuration Examples and TechNotes

23. 23 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — Technology Support Pages — Security and VPN Sample configuration example

24. 24 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Configuration Support — 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

25. 25 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software

26. 26 © 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

27. 27 © 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

28. 28 © 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

29. 29 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support 29 Presentation_ID

30. 30 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Technology Support Pages — Security and VPN Technology Information Design Configure Troubleshoot and Alerts

31. 31 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Technology Support Pages — Security and VPN Troubleshooting information for IPSec: Known problems, including field notices, and security advisories and notices Troubleshooting guides and notes Troubleshooting tools

32. 32 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Technology Support Pages — Security and VPN Troubleshooting documentation example: IP Security Troubleshooting - Understanding and Using debug Commands

33. 33 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Field Notices Notification of critical problems with Cisco products or technologies Includes problem descriptions, safety or security issues, workarounds, and corrective actions Example: Cisco VPN 3000 Series Concentrators

34. 34 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Product Alert Tool Set up a profile Receive e-mail alerts automatically regarding new field notices, product alerts or end-of-sale information for products you selected

35. 35 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Security Advisories Procedures for stopping an active security attack Procedures for preventing an imminent security risk And more…

36. 36 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — Security Advisories Sign up to receive security information from Cisco, etc. www.cisco.com/go/psirt

37. 37 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting Support — 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 Cisco PIX Device Manager Check your Bug Groups for updates

38. 38 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Search criteria: Version or revision Keywords Advanced options, for example, severity level and bug status group

39. 39 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Results Your selected criteria

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

41. 41 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Save bug in: Existing group New group Select update options: None – Use “My Stuff” link instead As they occur via e-mail Weekly summaries via e- mail

42. 42 © 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

43. 43 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Optional step : See list of supported “show” commands

44. 44 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter 2nd optional step: Problem to command mappings

45. 45 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show failover” command listed by type:  Information  Errors, including suggestions  Reference  Warning, including suggestion

46. 46 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show failover” command (cont’d.):  Information  Error, including suggestion Feedback form

47. 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 Security

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

49. 49 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Tool will clarify the problem area

50. 50 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Refining questions: e.g., What is your PIX software version?

51. 51 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Additional refining questions

52. 52 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Search results table Click “View Solution” links to be taken to solutions

53. 53 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Detailed solution page

54. 54 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Guides and Additional Resources 54 Presentation_ID

55. 55 © 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”

56. 56 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Results page

57. 57 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search The Result Links directly to the release notes in Bug Toolkit

58. 58 © 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

59. 59 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID My Tech Support

60. 60 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion 60 Presentation_ID

61. 61 © 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 www.cisco.com/ techsupport www.cisco.com/ techsupport Subscribe at: www.cisco.com/techsupport/newsletter

62. 62 © 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

63. 63 © 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: