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When you have a problem that you cannot resolve, the resource of last resort is your Linksys 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. Speed up problem isolation and resolution process, collect the necessary data before you contact your representative.
This appendix describes Linkys technical support about your internetwork and how to present that information to your technical support representative. Refer to appropriate chapter within this book for specific information that you need to collect for each technology. In addition, some sections describe Linksys Connection Online, Linksys's primary, real-time support channel on the World Wide Web (WWW), and Linksys Connection Documentation, Linksys's library of product information on CD-ROM. Both are valuable resources in troubleshooting network problems. Linksys technical support for documentation regarding your problem before you contact your technical representative.
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.
•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
•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)
To assist you in gathering this required data, the show tech-support exec command has been added in Linksys IOS Release 11.1(4) and later. This command provides general information about the router 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 cpu exec commands. In many cases, the show tech Support command outputs can be long and can affect router performance.
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