Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website
for Security and Virtual Private Network Issues
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© 2006 Cisco Systems, Inc. All rights reserved.
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Agenda
• Cisco Technical
Support &
Documentation
Website Overview
• Installation and
Upgrade Support
• Configuration Support
• Troubleshooting
Support
• Technical Guides and
Additional Resources
• Conclusion
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support &
Documentation Website Overview
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© 2006 Cisco Systems, Inc. All rights reserved.
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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
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco.com Website
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Cisco Technical Support & Documentation
Website
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© 2006 Cisco Systems, Inc. All rights reserved.
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Installation and Upgrade Support
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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
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Installation and Upgrade Support —
Product Support Pages
Example:
Cisco PIX®
500 Series
Security
Appliances
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Installation and Upgrade Support —
Product Support Pages
Organized into
sections:
• General Information
• Downloads
• Design
• Install and Upgrade
• Configure
• Troubleshoot and
Alerts
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© 2006 Cisco Systems, Inc. All rights reserved.
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Installation and Upgrade Support —
Product Support Pages
Install and Upgrade section contains:
• Software download information
• Software upgrade information
• Hardware Installation guide
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© 2006 Cisco Systems, Inc. All rights reserved.
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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
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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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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
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Product Upgrade Tool
Lists products
to which you
are entitled
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Configuration Support
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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)…
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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
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Configuration Support — Technology
Support Pages — Security and VPN
Example:
IPSec (IP
Security
Protocol)
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Configuration Support — Technology
Support Pages — Security and VPN
• Technology
Information
• Design
• Configure
• Troubleshoot
and Alerts
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Configuration Support — Technology
Support Pages — Security and VPN
Configure:
• Configuration
Examples and
TechNotes
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Configuration Support — Technology
Support Pages — Security and VPN
Sample
configuration
example
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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
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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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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 — Technology
Support Pages — Security and VPN
• Technology
Information
• Design
• Configure
• Troubleshoot
and Alerts
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© 2006 Cisco Systems, Inc. All rights reserved.
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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
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Troubleshooting Support — Technology
Support Pages — Security and VPN
Troubleshooting
documentation
example:
• IP Security
Troubleshooting Understanding and
Using debug
Commands
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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
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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
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Troubleshooting Support — Security Advisories
• Procedures
for stopping
an active
security
attack
• Procedures
for
preventing an
imminent
security risk
• And more…
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Troubleshooting Support — Security Advisories
www.cisco.com/go/psirt
Sign up to
receive
security
information
from Cisco,
etc.
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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
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Bug Toolkit
Search criteria:
• Version or revision
• Keywords
• Advanced options, for
example, severity level
and bug status group
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Bug Toolkit
Results
Your selected 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 email
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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 failover”
command listed
by type:
 Information
 Errors,
including
suggestions
 Reference
 Warning,
including
suggestion
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© 2006 Cisco Systems, Inc. All rights reserved.
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Output Interpreter
• Results from
“show failover”
command
(cont’d.):
 Information
 Error, including
suggestion
• Feedback form
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© 2006 Cisco Systems, Inc. All rights reserved.
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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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Security
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TAC Case Collection
Free text
query
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TAC Case Collection
Tool will clarify the problem area
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TAC Case Collection
Refining
questions:
• e.g., What is your
PIX software
version?
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TAC Case Collection
Additional refining questions
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TAC Case Collection
• Search results
table
• Click “View
Solution”
links to be
taken to
solutions
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TAC Case Collection
Detailed solution page
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Technical Guides and
Additional Resources
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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 to
the release notes
in 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 Support
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Conclusion
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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
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© 2006 Cisco Systems, Inc. All rights reserved.
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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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© 2006 Cisco Systems, Inc. All rights reserved.
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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
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© 2006 Cisco Systems, Inc. All rights reserved.
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