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Using the Cisco Technical Support & Documentation Website for Online Support

Using the Cisco Technical Support & Documentation Website for Online Support

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Using the Cisco Technical Support & Documentation Website for Online Support

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  1. Using the Cisco Technical Support & Documentation Website for Online Support Cisco Technical Support Presentation

  2. Agenda • Cisco Technical Support & Documentation Website Overview • Product Support • Technology Support • Tools and Additional Resources • Conclusion

  3. Cisco Technical Support & Documentation Website Overview Presentation_ID 3 3 3

  4. Operate Optimize Technical Support Services becomes part of the Lifecycle Portfolio Prepare 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 Plan Operate Design Implement

  5. Cisco.com Website

  6. Cisco Technical Support & Documentation Website

  7. Cisco Technical Support & Documentation Website

  8. Product and Support Documentation Presentation_ID 8 8 8

  9. Product and Support Documentation Cisco Products Select product from: Product and Support Documentation section

  10. Product and Support Documentation Select the router, such as the Cisco 7600 Series using product listing in the center section

  11. Product and Support Documentation Consolidated technical resources, organized by: • General Information • Downloads • Reference Guides • Design • Install and Upgrade • Configure • Maintain and Operate • Troubleshoot and Alerts

  12. Product and Support Documentation Configure section: • Configuration Examples and TechNotes • Configuration Guides • Feature Guides

  13. Product and Support Documentation

  14. Product and Support Documentation Troubleshoot and Alerts • Error and System Messages • Field Notices • Security Advisories and Notices • Troubleshooting Guides • Troubleshooting TechNotes

  15. Product and Support Documentation • Document helps to identify: • Specific booting symptoms • the problems that are likely to cause each symptom • the solutions to those problems

  16. Networking Technology Documentation Presentation_ID 16 16 16

  17. Networking Technology Documentation Cisco Technologies Select technology from: Networking Technology Documentation section

  18. Networking Technology Documentation • Technology Information • Design • Configure • Maintain and Operate • Troubleshoot and Alerts

  19. Networking Technology Documentation

  20. Tools and Additional Resources Presentation_ID 20 20 20

  21. Tools & Resources

  22. Tools & Resources Search tool by Most Requested, Category, or Alphabetical index

  23. Search Results page

  24. Search Links directly to the release notes in Bug Toolkit The Result

  25. 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 Voice

  26. TAC Case Collection Free text query

  27. TAC Case Collection • Tool will clarify the problem area and frequency • Edit problem type if query has been misunderstood

  28. TAC Case Collection • Search results table • Click “View Solution” links to be taken to solutions

  29. TAC Case Collection Detailed solution page

  30. 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

  31. Output Interpreter Optional step: See list of supported “show” commands

  32. Output Interpreter New optional step: • Problem to command mappings

  33. Output Interpreter Results from “show port” command listed by type: Errors Warnings Status information Helpful references

  34. Output Interpreter Results from “show port” command (continued): Warnings

  35. Output Interpreter • Results from “show port” command (continued) Status information Helpful references • Feedback form

  36. Software Advisor • Determines compatibility and feature information for Cisco IOS® Software and Cisco® Catalyst® Operating System software • New features include: • Configurator tool • Expanded results page • Advanced options for managing your product profiles

  37. Software Advisor―Find Software Compatible with My Hardware Matches your hardware with available Cisco® software

  38. Software Advisor―Find Software Compatible with My Hardware Compare software that supports the device you configured Results page

  39. Software Advisor―Find Software with Features I Need Answers the question: What software has these features? • Select product • Select features

  40. Software Advisor―Find Software with Features I Need Results page provides: • Releases organized by train • Ability to compare releases • Required memory for download

  41. Software Advisor―Compare Features in Different Releases • Side-by-side comparison of features in Cisco IOS® Software releases • Common features • Unique features

  42. Software Advisor―Compare Features in Different Releases • Features unique to each image • Features common to both images

  43. Software Advisor―Research a Software Release Enter hardware information and software requirements

  44. Software Advisor―Research a Software Release Compare and download images from results page

  45. Software Advisor ― Compare Saved Profiles of Compatible Software Select two saved profiles to find a single set of compatible releases • Find releases that support both your hardware configuration and software features • Compare across multiple devices that use the same OS

  46. Software Advisor ― Manage My Profiles Edit, delete, download, or upload profiles: Hardware configuration Hardware list Feature selection

  47. 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 PIX PIX DeviceManager

  48. Bug Toolkit Search criteria: • Version or revision • Keywords • Advanced options, for example, severity level and bug status group

  49. Bug Toolkit Results Your selected criteria

  50. Bug Toolkit Details about an individual bug