Information Technology Reference
In-Depth Information
APPENDIX
C
Technical Support Information
When you have a problem that you cannot resolve, the resource of last resort is your Cisco Systems
technical support representative. To analyze a problem, your technical support representative will need
certain information about the situation and the symptoms that you are experiencing. To speed up the
problem isolation and resolution process, collect the necessary data before you contact your
representative.
This appendix describes how to collect relevant information about your internetwork and how to present
that information to your technical support representative. Refer to the appropriate chapter within this
topic for specific information that you need to collect for each technology. In addition, some sections
describe Cisco Connection Online, Cisco's primary, real-time support channel on the World Wide Web
(WWW), and Cisco Connection Documentation, Cisco's library of product information on CD-ROM.
Both are valuable resources in troubleshooting network problems. Make sure that you search CCO for
documentation regarding your problem before you contact your technical representative.
Gathering Information About Your Internetwork
Before gathering any specific data, compile a list of all relevant symptoms that users have reported on
the network (such as connections dropping or slow host response).
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:
Configuration listing of all routers involved
•
Complete specifications of all routers involved
•
Description of changes, if any, made to the network prior to the problem/symptom
•
Description of the nature of the problem (whether the problem occurs intermittently, what errors are
being observed, and so on)
•
Version numbers of software (obtained with the
show version
command) and firmware (obtained
with the
show controllers
command) on all relevant routers
•
Network topology map
•
List of hosts and servers (host and server type, number and function of each host/server on the
network, description of host operating systems implemented)
•
List of network layer protocols, versions, and vendors
•
