Cisco CNS Subscriber Edge Services Manager Troubleshooting Guide, 3.2
About this Guide
Downloads: This chapterpdf (PDF - 213.0KB) | Feedback

About This Guide

Table Of Contents

About This Guide

Document Objectives

Audience

Document Organization

Document Conventions

Related Documentation

Obtaining Documentation

Cisco.com

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco TAC Website

Opening a TAC Case

TAC Case Priority Definitions

Cisco Developer Support Program

Program Benefits

Contacting Cisco Developer Support

Obtaining Additional Publications and Information


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

Obtaining Additional Publications and Information

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 SDK Platform Programmer 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.

Index


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 3.2

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 Application Management Guide

Cisco Distributed Administration Tool Guide

Cisco Subscriber Edge Services Manager Web Developer Guide

Cisco Subscriber Edge Services Manager Plug and Play Guide

Cisco Subscriber Edge Services Manager SDK Platform Programmer Guide

Cisco Subscriber Edge Services Manager Web Services Gateways 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

Cisco IOS Security Command Reference

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

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

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

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this URL:

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

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order annual or quarterly subscriptions through the online Subscription Store:

http://www.cisco.com/go/subscription

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/en/US/partner/ordering/index.shtml

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

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

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

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

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.

Cisco TAC Website

The Cisco TAC website (http://www.cisco.com/tac) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

http://tools.cisco.com/RPF/register/register.do

Opening a TAC Case

The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.

For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete listing of Cisco TAC contacts, go to this URL:

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

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

Priority 1 (P1)—Your network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Cisco Developer Support Program

The Developer Support Program was developed to provide formalized support for Cisco interfaces to accelerate the delivery of compatible solutions to Cisco customers. The program web site at http://www.cisco.com/go/developersupport provides a central resource point for all your development needs.

Program Benefits

Product and document downloads

Bug reports

Sample scripts

Frequently Asked Questions

Access to Developer Support Engineers

Many of the product and document downloads are accessible with a Cisco.com guest level login. However, as a member of the program, you will get access to all the program benefits listed above to promote your development efforts. The subscription also provides the ability to open support cases using the same infrastructure and processes used by Cisco Technical Assistance Center (TAC).

Our Subscription membership is fee-based. The Developer Support Agreement, with the subscription fees and list of supported interfaces, is available on the Developer Support Web site.


Note The Cisco TAC does NOT provide support for this API/interface under standard hardware or software support agreements. All technical support for this API/interface, from initial development assistance through API troubleshooting/bugs in final production apps, is provided by Cisco Developer Support and requires a separate Developer Support contract. When opening cases, a Developer Support contract number must be provided in order to receive support.


Contacting Cisco Developer Support

You can contact Cisco Developer Support using the following:

Email: developer-support@cisco.com

Web: http://www.cisco.com/go/developersupport

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://www.cisco.com/en/US/products/products_catalog_links_launch.html

Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/go/packet

iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

http://www.cisco.com/en/US/learning/index.html