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Cisco Technical Support Information

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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 book 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

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 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.

Specific requirements that vary depending on the situation include the following:

•Output from general show commands:

show interfaces

show controllers

show processes {cpu | mem}

show buffer

show mem summary

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