Cisco CNS Subscriber Edge Services Manager Troubleshooting Guide, 3.1.9
About This Guide
Downloads: This chapterpdf (PDF - 192.0KB) | Feedback

About This Guide

Table Of Contents

About This Guide

Document Objectives

Audience

Document Organization

Document Conventions

Related Documentation

Obtaining Documentation

World Wide Web

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


About This Guide


This preface introduces the Cisco Subscriber Edge Services Manager Troubleshooting Guide. The preface contains the following sections:

Document Objectives

Audience

Document Organization

Document Conventions

Related Documentation

Obtaining Documentation

Obtaining Technical Assistance

Document Objectives

This guide explains methods and procedures for identifying and correcting problems with Cisco Subscriber Edge Services Manager (Cisco SESM) applications. Follow the procedures in this guide before reporting problems to the Cisco Technical Assistance Center (TAC).

Audience

This guide is intended for administrators and others responsible for troubleshooting problems related to installing, configuring, and running SESM applications and deploying SESM solutions. For information about problems related to SESM web portal development, see the Cisco Subscriber Edge Services Manager Web Developer Guide.

Document Organization

This guide includes the chapters shown in the following table:

Chapter
Title
Description

Chapter 1

Introduction to SESM Solutions

Introduces the SESM solution.

Chapter 2

SESM Troubleshooting Aids

Describes tools and procedures to use to diagnose and isolate SESM installation and configuration problems.

Chapter 3

SESM Problems and Resolutions

Describes problems you might encounter when running SESM applications, possible causes, and corrective actions.

Appendix A

Procedures for Reporting SESM Problems to Cisco

Describes the information that we request when you report SESM problems to the Cisco TAC.


Document Conventions

The following conventions are used in this guide:

Italic font is used for parameters for which you supply a value, emphasis, and to introduce new terms.

Bold font is used for user entry and command names.

Computer font is used for examples.


Note Means reader take note. Notes contain helpful suggestions or references to materials not contained in this guide.



Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Related Documentation

Documentation for the Cisco SESM includes:

Release Notes for the Cisco Subscriber Edge Services Manager, Release 3.1(9)

Cisco Subscriber Edge Services Manager Solutions Guide

Cisco Subscriber Edge Services Manager Quick Start Guide

Cisco Subscriber Edge Services Manager Installation Guide

Cisco Subscriber Edge Services Manager Deployment Guide

Cisco Subscriber Edge Services Manager Web Portal Guide

Cisco Subscriber Edge Services Manager Captive Portal Guide

Cisco Subscriber Edge Services Manager RADIUS Data Proxy Guide

Cisco Subscriber Edge Services Manager Troubleshooting Guide

Cisco Subscriber Edge Services Manager Application Management Guide

Cisco Distributed Administration Tool Guide

Cisco Subscriber Edge Services Manager Web Developer Guide

The Cisco SESM documentation is online at:


Documentation for the Cisco SSG is online at:


Information related to configuring the SSG authentication, authorization, and accounting features is included in the following locations:

Cisco IOS Security Configuration Guide, Release 12.2

Cisco IOS Security Command Reference, Release 12.2

If you are including the Cisco Access Registrar (a RADIUS server) in your SESM deployment, see the following documents:

Cisco Access Registrar 1.6 Release Notes

Cisco Access Registrar User Guide

Obtaining Documentation

These sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com

Translated documentation is available at this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation Feedback

You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.

You can e-mail your comments to bug-doc@cisco.com.

You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is a global, world-class, customer-focused, easy-to-use, highly integrated application for doing business with Cisco anytime, anywhere. Cisco.com helps you with these tasks:

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:

http://www.cisco.com

Technical Assistance Center

The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Cisco TAC inquiries are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:

http://www.cisco.com/tac/

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

http://www.cisco.com/register/

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:

http://www.cisco.com/tac/caseopen/

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, have your service agreement number and your product serial number available.