1 Session Number Presentation_ID © 2002, Cisco Systems, Inc. All rights reserved. Using the Cisco TAC Web Site for Network Security and Virtual Private Network Issues Cisco TAC Web Seminar

© 2002, Cisco Systems, Inc. All rights reserved. 222 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 333 Presentation_ID Cisco.com Web Site Log in

© 2002, Cisco Systems, Inc. All rights reserved. 444 Presentation_ID Cisco TAC Web Site Log in

© 2002, Cisco Systems, Inc. All rights reserved. 555 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 666 Presentation_ID Installation and Upgrade Support Featured links Network Security and VPN Select “Hardware Support” or “Technology Support” Note: Featured links or frequently accessed documents are listed on main page

© 2002, Cisco Systems, Inc. All rights reserved. 777 Presentation_ID Installation and Upgrade Support— Hardware Support Pages Select hardware device: Navigation bar Center section

© 2002, Cisco Systems, Inc. All rights reserved. 888 Presentation_ID Installation and Upgrade Support— Hardware Support Pages Example: Cisco PIX® 500 Series Firewalls

© 2002, Cisco Systems, Inc. All rights reserved. 999 Presentation_ID Installation and Upgrade Support— Hardware Support Pages Organized into sections: Hardware information Software installation Software configuration Troubleshooting Documentation Related topics

© 2002, Cisco Systems, Inc. All rights reserved. 10 Presentation_ID Installation and Upgrade Support— Hardware Support Pages “View All Documents” option for Software Installation contains: Software download information Software upgrade information

© 2002, Cisco Systems, Inc. All rights reserved. 11 Presentation_ID Installation and Upgrade Support— Hardware Support Pages Example of Software Installation and Upgrade Support: Upgrading Software for the Cisco Secure PIX Firewall

© 2002, Cisco Systems, Inc. All rights reserved. 12 Presentation_ID Tools & Utilities Select “Tools & Utilities” section

© 2002, Cisco Systems, Inc. All rights reserved. 13 Presentation_ID Tools & Utilities Tools segmented by: Alphabetical list Task: configuration, installation, troubleshooting, etc. Software downloads TAC case management

© 2002, Cisco Systems, Inc. All rights reserved. 14 Presentation_ID Product Upgrade Tool Ability to order software CD: Contract (SAS/SAU) Warranty (90 day) Security products include: Cisco SACS 3.1 for Windows CiscoWorks IDS Sensor Software Cisco VPN Client

© 2002, Cisco Systems, Inc. All rights reserved. 15 Presentation_ID Lists products to which you are entitled Product Upgrade Tool

© 2002, Cisco Systems, Inc. All rights reserved. 16 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 17 Presentation_ID Configuration Support — Hardware Support Pages Software Configuration for PIX 500 Series Firewalls Software samples and tips Authentication Failover with PIX Initial configuration (non VPN)…

© 2002, Cisco Systems, Inc. All rights reserved. 18 Presentation_ID Configuration Support— Hardware Support Pages PIX 500 Series Firewalls –> Software Configuration –> Software Samples and Tips Example: Using nat, global, static, conduit, and access- list commands and port redirection on PIX

© 2002, Cisco Systems, Inc. All rights reserved. 19 Presentation_ID Configuration Support—Technology Support Pages—Security and VPN Example: IPSec (IP Security Protocol)

© 2002, Cisco Systems, Inc. All rights reserved. 20 Presentation_ID Configuration Support—Technology Support Pages—Security and VPN Overview Network Design Implementation and Configuration Verification and Troubleshooting Documentation Related Topics Use the navigation bars as your pathway on the site

© 2002, Cisco Systems, Inc. All rights reserved. 21 Presentation_ID Configuration Support—Technology Support Pages—Security and VPN Implementation and Configuration: Samples and Tips  Authentication

© 2002, Cisco Systems, Inc. All rights reserved. 22 Presentation_ID Configuration Support—Technology Support Pages—Security and VPN Sample configuration example

© 2002, Cisco Systems, Inc. All rights reserved. 23 Presentation_ID Configuration Support—Software Advisor Determines compatibility and feature information for Cisco IOS ® and Catalyst ® Operating System software Combination of tools: Hardware/ Software Compatibility Matrix Feature Navigator Catalyst Compatibility Advisor

© 2002, Cisco Systems, Inc. All rights reserved. 24 Presentation_ID Software Advisor—Search by Features Answers: what software has these features? Select product Select features

© 2002, Cisco Systems, Inc. All rights reserved. 25 Presentation_ID Software Advisor—Search by Features Provides: Cisco IOS ® Software release and image name Required memory for download Links to Bug Toolkit and Software Center Comprehensive list of features for the release All features in release 12.2(3)

© 2002, Cisco Systems, Inc. All rights reserved. 26 Presentation_ID Software Advisor – Cisco IOS ® Supported Hardware Matches your hardware with the minimum required Cisco IOS Software Example: Select Cisco AS 5300 as the product family

© 2002, Cisco Systems, Inc. All rights reserved. 27 Presentation_ID Select your network modules Displays the software that supports all hardware modules you selected Software Advisor – Cisco IOS ® Supported Hardware

© 2002, Cisco Systems, Inc. All rights reserved. 28 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 29 Presentation_ID Troubleshooting Support—Technology Support Pages—Security and VPN Overview Network Design Implementation and Configuration Verification and Troubleshooting Documentation Related Topics Use the navigation bars as your pathway on the site

© 2002, Cisco Systems, Inc. All rights reserved. 30 Presentation_ID Troubleshooting Support—Technology Support Pages—Security and VPN Troubleshooting information for IPSec: Known problems documented as field notices Troubleshooting steps Troubleshooting tools

© 2002, Cisco Systems, Inc. All rights reserved. 31 Presentation_ID Troubleshooting Support— Technology Support Pages—Security and VPN Troubleshooting documentation example: IP Security Troubleshooting - Understanding and Using debug Commands

© 2002, Cisco Systems, Inc. All rights reserved. 32 Presentation_ID Troubleshooting Support Security Advisories Field Notices Bulletins Password recoveries

© 2002, Cisco Systems, Inc. All rights reserved. 33 Presentation_ID 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

© 2002, Cisco Systems, Inc. All rights reserved. 34 Presentation_ID Troubleshooting Support—Product Alert Tool Set up a profile Receive alerts automatically

© 2002, Cisco Systems, Inc. All rights reserved. 35 Presentation_ID Troubleshooting Support — Security Advisories Procedures for stopping an active security attack Procedures for preventing an imminent security risk And more…

© 2002, Cisco Systems, Inc. All rights reserved. 36 Presentation_ID Troubleshooting Support — Security Advisories Sign up to receive security information from Cisco, etc.

© 2002, Cisco Systems, Inc. All rights reserved. 37 Presentation_ID Troubleshooting Support—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 Example: Select Cisco PIX Device Manager Check your Bug Groups for updates

© 2002, Cisco Systems, Inc. All rights reserved. 38 Presentation_ID Bug Toolkit Search criteria: Version or revision Keywords Advanced options, for example, severity level

© 2002, Cisco Systems, Inc. All rights reserved. 39 Presentation_ID Bug Toolkit Results Your selected criteria

© 2002, Cisco Systems, Inc. All rights reserved. 40 Presentation_ID Bug Toolkit Details about an individual bug

© 2002, Cisco Systems, Inc. All rights reserved. 41 Presentation_ID Bug Toolkit Save bug in: Existing group New group Select update options: None – Use “My Stuff” link instead As they occur via Weekly summaries via e- mail

© 2002, Cisco Systems, Inc. All rights reserved. 42 Presentation_ID Output Interpreter Analyzes output from show commands Displays:  Errors  Warnings  Information  Resources

© 2002, Cisco Systems, Inc. All rights reserved. 43 Presentation_ID Output Interpreter Results from “show failover” command:  Information  Errors, including suggestions  Reference  Warning, including suggestion

© 2002, Cisco Systems, Inc. All rights reserved. 44 Presentation_ID Output Interpreter Results from “show failover” command (cont’d.)  Information  Error, including suggestion Feedback form

© 2002, Cisco Systems, Inc. All rights reserved. 45 Presentation_ID Output Interpreter Optional technologies pull-down menu: Make your optional selection

© 2002, Cisco Systems, Inc. All rights reserved. 46 Presentation_ID TAC Case Collection… Just Solve It! Free text query Guided search Search by solution number View All Solutions Suggests solutions that come from actual cases taken by TAC engineers

© 2002, Cisco Systems, Inc. All rights reserved. 47 Presentation_ID TAC Case Collection Free text query

© 2002, Cisco Systems, Inc. All rights reserved. 48 Presentation_ID TAC Case Collection Tool will clarify the problem area

© 2002, Cisco Systems, Inc. All rights reserved. 49 Presentation_ID TAC Case Collection Clarifying questions continue: e.g., How often does this problem occur?

© 2002, Cisco Systems, Inc. All rights reserved. 50 Presentation_ID TAC Case Collection Additional clarifying questions

© 2002, Cisco Systems, Inc. All rights reserved. 51 Presentation_ID TAC Case Collection Search results table Click on “View Solution” links to be taken to solutions

© 2002, Cisco Systems, Inc. All rights reserved. 52 Presentation_ID TAC Case Collection Detailed solution page

© 2002, Cisco Systems, Inc. All rights reserved. 53 Presentation_ID TAC Case Collection Guided Search Tool will clarify problem area

© 2002, Cisco Systems, Inc. All rights reserved. 54 Presentation_ID TAC Case Collection Additional clarifying questions as you interact with the tool to get to your solution

© 2002, Cisco Systems, Inc. All rights reserved. 55 Presentation_ID TAC Case Collection Clarifying questions (cont’d.)

© 2002, Cisco Systems, Inc. All rights reserved. 56 Presentation_ID TAC Case Collection Search results table Click on “View Solution” links to be taken to solutions

© 2002, Cisco Systems, Inc. All rights reserved. 57 Presentation_ID TAC Case Collection Detailed solution page

© 2002, Cisco Systems, Inc. All rights reserved. 58 Presentation_ID TAC Case Collection View All Solutions

© 2002, Cisco Systems, Inc. All rights reserved. 59 Presentation_ID TAC Case Collection View All Solutions (cont’d.)

© 2002, Cisco Systems, Inc. All rights reserved. 60 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 61 Presentation_ID Technical Guides Configuration guides Installation guides Maintenance guides And more…

© 2002, Cisco Systems, Inc. All rights reserved. 62 Presentation_ID TAC Advanced Search Search by: TAC Technical Documentation Case studies Configuration examples Field Notices Security Advisories …more TAC Data Collections Bug Toolkit Case Open tool …more All of NetPro Search

© 2002, Cisco Systems, Inc. All rights reserved. 63 Presentation_ID TAC Advanced Search Number 1 result

© 2002, Cisco Systems, Inc. All rights reserved. 64 Presentation_ID TAC Advanced Search Select “TAC Data Collections” Enter bug ID Select “Bug ID Number”

© 2002, Cisco Systems, Inc. All rights reserved. 65 Presentation_ID TAC Advanced Search Links directly to the release notes in Bug Toolkit The Result

© 2002, Cisco Systems, Inc. All rights reserved. 66 Presentation_ID TAC Case Management Tools Easy access to the Case Open tool

© 2002, Cisco Systems, Inc. All rights reserved. 67 Presentation_ID TAC Case Management Tools Open a case from “Tools & Utilities” Select “TAC Case Management Tools” from: Navigation bar or Center section Or….

© 2002, Cisco Systems, Inc. All rights reserved. 68 Presentation_ID TAC Case Management Tools Links directly to the Case Open tool

© 2002, Cisco Systems, Inc. All rights reserved. 69 Presentation_ID TAC Case Management Tools Enter case details: Technology Problem summary Problem description

© 2002, Cisco Systems, Inc. All rights reserved. 70 Presentation_ID Review the possible solution(s) Select an action TAC Case Management Tools

© 2002, Cisco Systems, Inc. All rights reserved. 71 Presentation_ID Agenda Cisco Technical Support (TAC) Web Site Overview Installation and Upgrade Support Configuration Support Troubleshooting Support Technical Guides and Additional Resources Conclusion

© 2002, Cisco Systems, Inc. All rights reserved. 72 Presentation_ID Cisco TAC Newsletter Receive the latest technical information and tool updates Indicate technology preferences and receive “TAC News Flashes” about your areas of interest Subscribe now at the above URL

© 2002, Cisco Systems, Inc. All rights reserved. 73 Presentation_ID Training Resources Cisco Learning Connection TAC Training E-Seminars Learn about Cisco technologies Cisco TAC Web Seminars Learn how to navigate the Cisco TAC Web Site for technical resources

© 2002, Cisco Systems, Inc. All rights reserved. 74 Presentation_ID Networking Professionals Connection Participate in discussion groups Attend live, online TechTalks Ask the Expert: Discuss networking issues with Cisco engineers

© 2002, Cisco Systems, Inc. All rights reserved. 75 Presentation_ID Cisco TAC Web Site: Industry Award Winner Cisco TAC Web Site wins the 2002 “Ten Best Web Support Sites” award from the Association of Support Professionals (ASP) High marks in the areas of: Web usability Web design and navigation Knowledge bases Search Interactive features

© 2002, Cisco Systems, Inc. All rights reserved. 76 Presentation_ID Conclusion Improved navigation Advanced search capabilities One location for all technical documentation Direct access to the Case Open and Case Query tools Benefits of the Cisco TAC Web Site include: