Appendix; Using Technical Support; Gathering Information About Your Internetwork - Cisco ONS 15454 Software Feature And Configuration Manual

Using Technical Support

This appendix describes how to resolve problems with your ML-Series card.
The appendix contains the following sections:
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To help resolve these problems, use
gathering relevant information about your network prior to calling.
When you have a problem that you cannot resolve, contact the Cisco Technical Assistance Center (TAC).
Note

Gathering Information About Your Internetwork

Before gathering any specific data, compile a list of all symptoms that users have reported on the
internetwork (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, or protocol.
Information that is always required by technical support engineers includes the following:
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Cisco ONS 15454 SONET/SDH ML-Series Multilayer Ethernet Card Software Feature and Configuration Guide, R4.0
78-15224-02
Gathering Information About Your Internetwork, page C-1
Getting the Data from Your ML-Series Card, page C-2
Providing Data to Your Technical Support Representative, page C-3
Network topology map for the data network and the SONET/SDH topology and provisioning.
List of hosts and servers: Include the host and server type, number on network, and a description of
the host operating systems that are implemented.
Configuration listing of all switch routers and switches involved.
Complete specifications of all switch routers and switches involved.
Version numbers of software (obtained with the show version command) and Flash code (obtained
with the show controllers command) on all relevant switch routers and switches.
List of network layer protocols, versions, and vendors.
List of alarms and conditions on all nodes in the SONET/SDH topology.
Node equipment and configuration; including type of cross-connect cards, ML-Series cards' slot
numbers, OC-N cards, and TCC+ or TCC2.
A P P E N D I X
Gathering Information About Your Internetwork
C
as a guideline for
C-1