How to Contact To Cisco Router Modem 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 1-888-676-4496.
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This appendix describes how to collect relevant information about your internet work 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.
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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
•Output from protocol-specific show commands: show protocol route show protocol traffic show protocol interfaces show protocol arp show appletalk globals (AppleTalk only) show ipx servers (Novell IPX only) https://www.youtube.com/watch?v=5ZF70GBiPn4&t=9s
Getting the Data from Your Router You must tailor the way that you obtain information from the router to the platform that you are using to collect the information. Following are some hints for different platforms: https://www.youtube.com/watch?v=5ZF70GBiPn4&t=9s •PC and Macintosh—Connect a PC or a Macintosh to the console port of the router, and log all outputs to a disk file (using a terminal emulation program). The exact procedure varies, depending on the communication package used with the system. •Terminal connected to console port or remote terminal—The only way to get information with a terminal connected to the console port or with a remote terminal is to attach a printer to the auxiliary port on the terminal (if one exists) and force all screen output to go to the printer. This method is undesirable because there is no way to capture the output data to a file. •UNIX workstation—At the UNIX prompt, enter the command script filename, where filename is the destination file for the log, and then Telnet to the router. The UNIX script command captures screen outputs to the specified filename. To stop capturing output and close the file, enter the end-of-file character (typically ^D) for your UNIX system.
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