Cisco Technical Support Presentation Using the Cisco Technical Support & Documentation Website for Security and Virtual Private Network Issues Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 1 Agenda • Cisco Technical Support & Documentation Website Overview • Installation and Upgrade Support • Configuration Support • Troubleshooting Support • Technical Guides and Additional Resources • Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 2 Cisco Technical Support & Documentation Website Overview Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 3 Technical Support Services becomes part of the Lifecycle Portfolio Operate Optimize 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 4 Cisco.com Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 5 Cisco Technical Support & Documentation Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 6 Installation and Upgrade Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 7 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 8 Installation and Upgrade Support — Product Support Pages Example: Cisco PIX® 500 Series Security Appliances Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 9 Installation and Upgrade Support — Product Support Pages Organized into sections: • General Information • Downloads • Design • Install and Upgrade • Configure • Troubleshoot and Alerts Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 10 Installation and Upgrade Support — Product Support Pages Install and Upgrade section contains: • Software download information • Software upgrade information • Hardware Installation guide Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 11 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 12 Tools & Resources Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 13 Tools & Resources Search tool by Most Requested, Category, or Alphabetical index Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 14 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 15 Product Upgrade Tool Lists products to which you are entitled Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 16 Configuration Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 17 Configuration Support — Product Support Pages Software Configuration for PIX 500 Series Security Appliances • Configuration Examples and TechNotes subsection includes: – Authentication – Failover with PIX – Initial configuration (non VPN)… Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 18 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 19 Configuration Support — Technology Support Pages — Security and VPN Example: IPSec (IP Security Protocol) Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 20 Configuration Support — Technology Support Pages — Security and VPN • Technology Information • Design • Configure • Troubleshoot and Alerts Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 21 Configuration Support — Technology Support Pages — Security and VPN Configure: • Configuration Examples and TechNotes Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 22 Configuration Support — Technology Support Pages — Security and VPN Sample configuration example Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 23 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 24 Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 25 Software Advisor – Find Software Compatible with my Hardware Compare software that supports the device you configured Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 26 Software Advisor – Find Software with the Features I need Answers: what software has these features? • Select product • Select features Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 27 Software Advisor – Find Software with the Features I need Results page provides: • Releases organized by train • Ability to compare releases • Required memory for download Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 28 Troubleshooting Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 29 Troubleshooting Support — Technology Support Pages — Security and VPN • Technology Information • Design • Configure • Troubleshoot and Alerts Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 30 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 31 Troubleshooting Support — Technology Support Pages — Security and VPN Troubleshooting documentation example: • IP Security Troubleshooting Understanding and Using debug Commands Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 32 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 33 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 34 Troubleshooting Support — Security Advisories • Procedures for stopping an active security attack • Procedures for preventing an imminent security risk • And more… Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 35 Troubleshooting Support — Security Advisories www.cisco.com/go/psirt Sign up to receive security information from Cisco, etc. Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 36 Troubleshooting Support — Bug Toolkit • Research a software upgrade or troubleshoot • Enter known bug ID • Search bugs related to Cisco IOS ® Software by release Check your Bug Groups for updates • Search for bugs in other Cisco software or hardware • Monitor bug changes via your bug groups • Example: Select Cisco PIX Device Manager Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 37 Bug Toolkit Search criteria: • Version or revision • Keywords • Advanced options, for example, severity level and bug status group Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 38 Bug Toolkit Results Your selected criteria Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 39 Bug Toolkit Details about an individual bug Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 40 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 email Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 41 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 42 Output Interpreter Optional step: See list of supported “show” commands Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 43 Output Interpreter 2nd optional step: Problem to command mappings Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 44 Output Interpreter Results from “show failover” command listed by type: Information Errors, including suggestions Reference Warning, including suggestion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 45 Output Interpreter • Results from “show failover” command (cont’d.): Information Error, including suggestion • Feedback form Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 46 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 Presentation_ID Security © 2006 Cisco Systems, Inc. All rights reserved. 47 TAC Case Collection Free text query Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 48 TAC Case Collection Tool will clarify the problem area Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 49 TAC Case Collection Refining questions: • e.g., What is your PIX software version? Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 50 TAC Case Collection Additional refining questions Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 51 TAC Case Collection • Search results table • Click “View Solution” links to be taken to solutions Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 52 TAC Case Collection Detailed solution page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 53 Technical Guides and Additional Resources Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 54 Search Example: • When logged in with registered Cisco.com user name, enter bug ID • Click “Go” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 55 Search Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 56 Search The Result Links directly to the release notes in Bug Toolkit Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 57 TAC Service Request Tool • Create or query your Service Requests from the Technical Support & Documentation site Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 58 My Tech Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 59 Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 60 Cisco Technical Support Newsletter Subscribe at: www.cisco.com/techsupport/newsletter • Receive the latest technical information and tool updates • Subscribe at above URL or via subscribe link at www.cisco.com/ techsupport Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 61 Training Resources Cisco Technical Support Seminars • Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 62 Conclusion Benefits of the Cisco Technical Support & Documentation Website include: • Improved navigation • Enhanced search capabilities • One location for all technical documentation • Direct access to the TAC Service Request Tool • Personalization feature – My Tech Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 63