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The next step is to gather specific information. Typical information needed to troubleshoot internetworking problems falls into two general categories: information required for any situation and information specific to the topology, technology, protocol, or problem.
Information that is always required by technical support engineers includes the following:
To assist you in gathering this required data, the show tech-support EXEC command has been added in Cisco IOS Release 11.1(4) and later. This command provides general information about the switch that you can provide to your technical support representative when you are reporting a problem.
The show tech-support command outputs the equivalent of the show version, show running-config, show controllers, show stacks, show interfaces, show buffers, show process memory, and show process EXEC commands.
Specific information requirements that may be needed by technical support, vary depending on the situation include the following:
show interfaces
show controllers {serial | token | mci | cbus | fddi | cxbus | cybus}
show processes {cpu | mem}
show buffer
show mem summary
show protocol route
show protocol traffic
show protocol interfaces
show protocol arp
When obtaining information from your switch, tailor your method to the system that you are using to retrieve the information. Following are some hints for different platforms:
If you need technical assistance with a Cisco product that is under warranty or covered by a maintenance contract, contact Cisco's Technical Assistance Center (TAC) to open a case. Contact the TAC with a phone call or an e-mail message:
tac@cisco.com
euro-tac@cisco.com
asiapac-tac@cisco.com
If you are submitting data to your technical support representative, use the following list to determine the preferred method for submission:
1. The preferred method of information submission is via FTP service over the Internet. If your environment supports FTP, you can place your file in the incoming directory on the host cco.cisco.com.
2. The next best method is to send data by electronic mail. Before using this method, be sure to contact your technical support representative, especially when transferring binary core dumps or other large files.
If you use e-mail, do not use encoding methods such as binhex or zip. Only MIME-compliant mail should be used.
3. Transfer via a PC-based communications protocol, such as Kermit, to upload files to cisco Connection Online (CCO). Again, be sure to contact your technical support representative before attempting any transfer.
4. Transfer by disk or tape.
5. The least favorable method is hard-copy transfer by fax or physical mail.
CCO is Cisco Systems' primary, real-time support channel. Maintenance customers and partners can self-register on CCO to obtain additional information and services.
Available 24 hours a day, 7 days a week, CCO provides a wealth of standard and value-added services to Cisco's customers and business partners. CCO services include product information, product documentation, software updates, release notes, technical tips, the Bug Navigator, configuration notes, brochures, descriptions of service offerings, and download access to public and authorized files.
CCO serves a wide variety of users through two interfaces that are updated and enhanced simultaneously: a character-based version and a multimedia version that resides on the World Wide Web (WWW). The character-based CCO supports Zmodem, Kermit, Xmodem, FTP, and Internet e-mail, and it is excellent for quick access to information over lower bandwidths. The WWW version of CCO provides richly formatted documents with photographs, figures, graphics, and video, as well as hyperlinks to related information.
You can access CCO in the following ways:
For a copy of CCO's Frequently Asked Questions (FAQ), contact cco-help@cisco.com. For additional information, contact cco-team@cisco.com.
Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Cisco Documentation CD-ROM, a member of the Cisco Connection Family, is updated monthly. Therefore, it might be more current than printed documentation. To order additional copies of the Cisco Documentation CD-ROM, contact your local sales representative or call customer service. The CD-ROM package is available as a single package or as an annual subscription. You can also access Cisco documentation on the World Wide Web at http://www.cisco.com, http://www-china.cisco.com, or http://www-europe.cisco.com.
If you are reading Cisco product documentation on the World Wide Web, you can submit comments electronically. Click Feedback in the toolbar, select Documentation, and click Enter the feedback form. After you complete the form, click Submit to send it to Cisco. We appreciate your comments.
Posted: Tue Jun 22 14:12:03 PDT 1999
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