using tech support_website_ip_routing_20_aug2006

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Session NumberPresentation_ID

Using the Cisco Technical Support & Documentation Website for IP Routing Issues

Using the Cisco Technical Support & Documentation Website for IP Routing Issues

Cisco Technical Support Presentation

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Agenda

• Cisco Technical Support & Documentation Website Overview

• Design, Installation and Configuration Support

• Troubleshooting Support

• Technology Guides 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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Design, Installation and Configuration Support

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Design, Installation and Configuration Support

Topics of discussion:• IP Addressing

Services

• IP Routing

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Select IP Routing:

• Border Gateway Protocol (BGP)

• Enhanced Interior Gateway Routing Protocol (EIGRP)

• Open Shortest Path First (OSPF)

…and more

Design, Installation and Configuration Support

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Design, Installation and Configuration Support

OSPF page provides:

• Technology Information

• Design

• Configure

• Troubleshoot and

Alerts

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Design Support

OSPF Design Guide provides:• A deeper

understanding of the technology

• Design and configuration tips

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Installation and Configuration Support

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Installation and Configuration Support

Sample Configurationsfor:• Point-to-Point

• Multipoint with:

Broadcast Network

Non-Broadcast Network

Point-to-Multipoint Network

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Installation and Configuration Support

Configuresection for OpenShortest PathFirst (OSPF)• Configuration

examples (e.g., redistributing between classful and classless protocols

• Configuration steps

• Configuration tools

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Installation and Configuration Support

• Explains two common problems with redistributing routes between RIP and OSPF or IGRP and EIGRP

• Provides solutions

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Installation and Configuration Support

Enhanced Interior Gateway Routing Protocol (EIGRP) page provides:

• Technology Information

• Design

• Configure

• Troubleshoot and Alerts

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Installation and Configuration Support

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Installation and Configuration Support

The EIGRP whitepaper provides:

• Basic theory and understanding of how EIGRP works

• Routing updates

• Topology tables

• Metrics

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Installation and Configuration Support

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Installation and Configuration Support

Configure sectionfor Network AddressTranslation (NAT)• Samples and Tips

• Configurations

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Tools

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Tools & Resources

Search tool by Most Requested, Category, or Alphabetical index

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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 with the Features I need

Answers: what software has these features?

•Select product

•Select features

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Software Advisor – Find Software with the Features I need

Results page provides:

• Releases organized by train

• Ability to compare releases

• Required memory for download

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Troubleshooting Support

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Troubleshooting Support

Troubleshootingsection for BorderGateway Protocol(BGP)• Known problems (e.g.,

field notices, security advisories)

• Troubleshooting steps

• Troubleshooting tools

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Troubleshooting Support

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Troubleshooting Support

Troubleshoot and Alerts for Network Address Translation (NAT):

• Field Notices

• Troubleshooting TechNotes

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Troubleshooting Support

Troubleshootingdocument helps youdetermine if an IPconnectivity problemis due to NAT

• Sample problems and summaries

• Troubleshooting checklists

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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

Free text query (cont’d.) – Problem type

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TAC Case CollectionTAC Case Collection

• Tool will clarify the problem area and ask refining question(s)

• Edit problem type if query has been misunderstood

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TAC Case CollectionTAC Case Collection

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TAC Case CollectionTAC Case Collection

• Search results table

• Click “View Solution” links to be taken to solution(s)

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TAC Case CollectionTAC Case Collection

Detailed solution page

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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

2nd optional step:

Problem to command mappings

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Output Interpreter

Results from “show ip eigrp events” command listed by type:

ErrorsWarningsStatus informationHelpful references

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Output Interpreter

• Results from “show ip eigrp events”” command (cont’d.):

Warning, including suggestion

Status information

Error, including suggestion

Helpful references

• Feedback form

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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

Access your bug groups

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Bug Toolkit

Search criteria for Cisco IOS Software-related bugs:

• Version

• Features

• Keywords

• 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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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

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Technology Guides and Additional Resources

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Technology Guides and Additional Resources

Case studies provide:

• Deeper understanding of the technology

• Tutorials

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Technology Guides and Additional Resources

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Technology Guides and Additional Resources

TechNotes provides a deeper understandingof Network AddressTranslation (NAT), howit works, when to use it,etc.

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Technology Guides and Additional Resources

IP addressing and subnetting for new users

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Technology Guides and Additional Resources

Document provides:

• Basic configuration information

• Address breakdown

• Subnet addressing and how it works

• Many examples

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Search

Example:

• When logged in with registered Cisco.com user name, enter bug ID

• Click “Go”

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Search

Results page

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Search

The Result

Links directly tothe release notesin Bug Toolkit

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TAC Service Request Tool

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

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My Tech SupportPersonalization Feature

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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: