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Session NumberPresentation_ID

Using the Cisco Technical Support & Documentation Website for LAN Issues

Using the Cisco Technical Support & Documentation Website for LAN Issues

Cisco Technical Support Presentation

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Agenda

• Cisco Technical Support & Documentation Website Overview

• Product Support

• Technology Support

• Tools and Additional Resources

• Conclusion

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Cisco Technical Support & Documentation Website Overview

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Technical Support Services becomes part of the Lifecycle Portfolio

PlanOptimize

Operate Design

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

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Cisco.com Website

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Cisco Technical Support & Documentation Website

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Product and Support Documentation

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Product and Support Documentation

Cisco Products

Select product from:Product and Support

Documentation section

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Product Support – LAN Switches

Select LAN Switch (e.g., , Catalyst 6500 Series Switch) via link in center section

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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

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Product Support – LAN Switches

Selectconfigurationhelp by feature:• DHCP

• EtherChannel®

• Multicast

• Quality of Service (QoS)

…etc.

Configuration Examples and TechNotes

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Product Support – LAN Switches

Sample configurationfor EtherChannelbetween Catalyst ®4500/4000,5500/5000, and6500/6000series

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Product Support – LAN Switches

Known problems:

• Release notes

• Field notices

• Security advisories

Troubleshoot and Alerts

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Product Support – LAN Switches

Provides recovery procedures

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Product Support – LAN Switches

• Sample troubleshooting document

• Troubleshooting steps and resources

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Networking Technology Documentation

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Networking Technology Documentation

Cisco Technologies

Select technologyfrom:Networking Technology Documentation section

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Technology Support – LAN Switching

Select a LANtechnology: • EtherChannel

• FDDI & CDDI

• LAN Security

• Spanning Tree …

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Technology Support – LAN Switching

Organized by:• Technology

Information

• Design

• Configure

• Maintain and Operate

• Troubleshoot and Alerts

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Configure section

• Configuration Examples and TechNotes

• Configuration Guides

Technology Support – LAN Switching

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Sample configurationdocument• General

understanding

• Configuration examples

Technology Support – LAN Switching

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Technology Support – LAN Switching

Sample topologies and explanations of UplinkFast and BackboneFast

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Technology Support – LAN Switching

Step-by-stepinstructions forenabling anddisabling features

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Troubleshoot and Alerts

• Security Advisories and Notices

• Troubleshooting Guides

• Troubleshooting TechNotes

Technology Support – LAN Switching

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Sampletroubleshootingdocument

Technology Support – LAN Switching

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Technology Support – LAN Switching

Flash animation explains Spanning-tree Protocol failure

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Technology Support – LAN Switching

• Identifying bridge loops

• Restoring connectivity

• Checking ports

• Looking for resource errors

• Disabling unneeded features

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Tools and Additional Resources

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Tools & Resources

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Tools & Resources

Search tool by Most Requested, Category, or Alphabetical index

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Search

Results page

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Search

Links directly tothe release notesin Bug Toolkit

The Result

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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

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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)

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Software Advisor – Find Software Compatible with my Hardware

Matches your hardware with available Cisco software

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Software Advisor – Find Software Compatible with my Hardware

Compare software that supports the device you configured

Results page

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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

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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

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Bug Toolkit

Results

Your search criteria

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Bug Toolkit

Details about an individual bug

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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

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Output Interpreter

Optional step:

See list of supported “show” commands

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Output Interpreter

New optional step:

Problem to command mappings

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Output Interpreter

Results from “show port” command listed by type:

Errors

Warnings

Status information

Helpful references

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Output Interpreter

Results from “show port” command (continued):

Warnings

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Output Interpreter

• Results from “show port” command (continued)

Status information

Helpful references

• Feedback form

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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

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TAC Case CollectionTAC Case Collection

Free text query

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TAC Case CollectionTAC Case Collection

•Tool will clarify the problem area and frequency• Edit problem type if query has been misunderstood

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TAC Case CollectionTAC Case Collection

Refining questions

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TAC Case CollectionTAC Case Collection

• Search results table

• Click “View Solution” links to be taken to solutions

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TAC Case CollectionTAC Case Collection

Detailed solution page

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TAC Service Request Tool

• Create or query your Service Requests from the Technical Support & Documentation site

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Additional Resources: My Tech Support

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Conclusion

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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

Subscribe at:

www.cisco.com/techsupport/newsletter

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Training Resources

Cisco Technical Support Seminars

• Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources

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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 Websiteinclude: