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Cisco IP/TV Software

Release Notes for Cisco IP/TV, Release 5.2.9

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Table Of Contents

Release Notes for Cisco IP/TV, Release 5.2.9

Documentation Survey

Contents

Introduction

System Requirements

Cisco IP/TV Broadcast Server

Cisco IP/TV Broadcast Server for ISO MPEG-4 Streams

Cisco IP/TV Viewer for Non-MPEG-2 Streams

Cisco IP/TV Viewer for MPEG-2 Streams

Limitations and Restrictions

Support for MOV Files

Caveats

Open Caveats in IP/TV Release 5.2.9

IP/TV Plug-Ins

IP/TV Program Manager

IP/TV Server

IP/TV Viewer

Resolved Caveats in IP/TV Release 5.2.9

IP/TV Server

IP/TV Viewer

Related Documentation

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco IP/TV, Release 5.2.9


Dec 13, 2005


Note The most current Cisco documentation for released products is available on Cisco.com at http://www.cisco.com. The online documents may contain updates and modifications made after the hardcopy documents were printed.


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Contents

These release notes contain information about Cisco IP/TV Release 5.2.9 and describe the following topics:

Introduction

System Requirements

System Requirements

Limitations and Restrictions

Caveats

Related Documentation

Obtaining Documentation

Documentation Feedback

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Introduction

The changes in Cisco IP/TV Release 5.2.9 apply both to IP/TV as a standalone software application and to software that is preinstalled on Cisco IP/TV 3400 Series Server hardware and Cisco Content Engine models CE-565 and CE-7305. These release notes describe limitations, caveats, and other important information regarding the software for Cisco IP/TV Broadcast Server, IP/TV Program Manager, and IP/TV Viewer, Release 5.2.9.

System Requirements

This section lists the recommended system requirements for IP/TV Broadcast Server and IP/TV Viewer Release 5.2.9.


Note IP/TV Program Manager Release 5.2.9 is a Linux-based application that comes preinstalled on Content Engine models CE-565, CE-566, and CE-7305 using Cisco Application and Content Networking System (ACNS) software, Release 5.2.9.


Cisco IP/TV Broadcast Server

Windows NT 4.0 server (with Service Pack 6a) or Windows 2000 (with Service Pack 2)

Pentium II 400-MHz processor

128 MB of RAM

4-GB system drive

10/100BASE-T Ethernet support

Video Graphics Array (VGA) graphics

Cisco IP/TV Broadcast Server for ISO MPEG-4 Streams

Windows NT 4.0 server (with Service Pack 6a) or Windows 2000 (with Service Pack 2)

Pentium 4 1.6-GHz processor

512 MB of RAM

4-GB system drive

10/100BASE-T Ethernet support

VGA graphics

Cisco IP/TV Viewer for Non-MPEG-2 Streams

Windows 98, Windows NT 4.0, Windows 2000 (with Service Pack 2), Windows XP (with Service Pack 1)

Pentium II 233-MHz processor

64 MB of RAM

1.5-GB system drive

10/100BASE-T Ethernet support

VGA graphics with 16-bit color

Cisco IP/TV Viewer for MPEG-2 Streams

Windows 98, Windows NT 4.0, Windows 2000 (software decoder only), Windows XP

Pentium II 300-MHz processor for up to 3 Mbps

Pentium II 400-MHz processor for up to 6 Mbps

64 MB of RAM

1.5-GB system drive

10/100BASE-T Ethernet support

VGA graphics with 16-bit color

Limitations and Restrictions

This section contains limitations and restrictions for Cisco IP/TV Release 5.2.9.

Support for MOV Files

Cisco IP/TV Release 5.2.9 supports recording, streaming, and rendering of MOV files. However, some restrictions exist:

Cisco IP/TV does not support streaming of third-party MOV files. Cisco IP/TV supports streaming of the MOV files created by Cisco IP/TV only.

The Apple QuickTime Player does not support local playback of the following files:

MOV files recorded by Cisco IP/TV

MOV files created using the Cisco IP/TV MOV File Exporter utility

Cisco IP/TV Viewer supports only MOV files that use standards-based RTP packetization.

Caveats

Caveats describe unexpected behavior in Cisco IP/TV Release 5.2.9. Severity 1 caveats are the most serious; severity 2 caveats are less serious; severity 3 caveats have a moderate severity; and only select severity 3 and severity 4 caveats are included.


Note For caveats related to integrating IP/TV with an ACNS network, refer to the Release Notes for Cisco ACNS Software, Release 5.2.9 at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/webscale/uce/acns52/a529rn.htm


Open Caveats in IP/TV Release 5.2.9

This section lists the open caveats in Cisco IP/TV Release 5.2.9.

IP/TV Plug-Ins

CSCeb09278

Symptom: The IP/TV plug-in does not function when Silent Install mode is used to install the software.

Condition: This problem occurs when the required files are not copied over to the plug-in folder of the browser. When running in Silent Install mode, the installation package fails to find the path where the browser is installed.

Workaround: Copy the following files from the [ProgramFilesFolder] \default\plugins folder from the installation package to the plug-ins folder of the browser:

npfw32.dll

CMEvtInterface.class

CiscoMediaPlayer.class

CMEvtObserver.class

CSCin43119

Symptom: The IP/TV plug-in does not play SlideCast streams from an on-demand program containing SlideCast as well as audio and video streams. The IP/TV plug-in plays only audio and video streams, whereas the QuickTime plug-in plays both SlideCast and video on top of each other in a single window.

Condition: This problem occurs when you use plug-ins to play on-demand programs that contain SlideCast as well as audio and video streams.

Workaround: There is no known workaround.

CSCin43846

Symptom: Audio for the SlideCast stream is lost when you play a scheduled program containing a live SlideCast as well as audio and video (live or file-based) streams using the IP/TV plug-in.

Condition: This problem occurs when the audio and video streams are rendered before the SlideCast stream.

Workaround: Restore the audio by activating the video window. Use the audio control buttons to activate the window.

IP/TV Program Manager

CSCec62492

Symptom: A configured on-demand program is not listed in the IP/TV Program Manager OnDemand Program Listings window if the associated media file is not available.

Condition: The problem occurs only when the media file associated with the on-demand program is removed from the original location.

Workaround: We recommend that you do not remove or change the media file location in IP/TV Broadcast Server after you configure on-demand programs that use the media file. If you must remove or change the media file location, then you must edit all programs that use that file to update the file name and location. If you have accidentally removed a media file, restore the file to the original location.

CSCin59664

Symptom: In some cases, IP/TV Program Manager lists files from IP/TV Broadcast Servers that are not presently managed by that particular IP/TV Program Manager.

Condition: This problem occurs when an IP/TV Broadcast Server listed in IP/TV Program Manager is no longer managed by that Program Manager.

Workaround: When an IP/TV Broadcast Server is down or not managed by a particular IP/TV Program Manager, delete the server from the list of servers in that IP/TV Program Manager.

CSCin61218

Symptom: IP/TV generates poor-quality audio and video.

Condition: This problem occurs when you use very low values in the Audio/Video Bandwidth field of the New Program window.

Workaround: Use the values given in Appendix A of the Cisco IP/TV Broadcast Server User Guide, Release 5.1. The document is available at this URL: /en/US/docs/app_ntwk_services/waas/iptv/v51/bs3400/user/guide/appa.html

CSCin63819

Symptom: The concurrent file transfer setting in the IP/TV Program Manager Preferences window does not take effect.

Condition: This problem occurs if you attempt to specify the concurrent file transfer option through the IP/TV Program Manager Preferences window.

Workaround: There is no known workaround.

IP/TV Server

CSCdx55087

Symptom: A large MP4 file created by recording a live ISO MPEG-4 stream does not play in the Windows Media Player or IP/TV Viewer. The device returns an error message, saying that the file format is invalid.

Condition: This problem occurs when a 2-GB or larger MP4 file is created from an ISO MPEG-4 stream.

Workaround: There is no known workaround.

CSCeb06059

Symptom: When an ISO MPEG-4 stream is set to be captured with Common Intermediate Format (CIF) resolution and a frame rate of 30 frames per second (fps), the actual frame rate may fluctuate between 20 fps and 22 fps.

Condition: The problem occurs when IP/TV Server runs a Windows service on a device that has the Network Associates VirusScan program installed.

Workaround: Disable the VirusScan program (Start > Programs > Administrative tools > Services > McShield), or run IP/TV Server as an application.

CSCeb30294

Symptom: Audio and video are noncontinuous and out of sync with each other in higher-frequency linear audio in Microsoft MPEG-4 and H.261 streams.

Condition: This problem occurs in programs with audio frequencies of 22 kHz and 44 kHz. For an audio-only program, this problem occurs at 44-kHz linear frequency.

Workaround: You can choose one of the three MP3 audio formats (MP3, 8000 Hz Mono; MP3, 11025 Hz Stereo; or MP3, 22050 Hz Stereo) from the New Scheduled Program window or Edit Scheduled Program window of IP/TV Program Manager.

CSCec12913

Symptom: When you play a live program with an ISO MPEG-4 stream in IP/TV Viewer, the video appears distorted.

Condition: This problem occurs only if the resolution for the ISO MPEG-4 video is customized.

Workaround: For ISO MPEG-4 video, use only the resolutions available in the Predefined drop-down list in the Multimedia Source Information section of the New Scheduled Program window. Avoid changing the resolution settings for ISO MPEG-4 video.

CSCec16352

Symptom: Exporting RTP files using the Media File Exporter utility takes too much time.

Condition: This problem occurs when you export an RTP file to MOV format using the Media File Exporter utility.

Workaround: There is no known workaround.

CSCec75550

Symptom: A live program shows a drop in frame rate when the bandwidth settings are changed in IP/TV Program Manager.

Condition: This problem occurs when you change the bandwidth settings of an existing live program.

Workaround: To change the bandwidth settings of a live program, re-create the program with the desired bandwidth.

CSCeg27816

Symptom: Video of a program using MPEG-1 appears scrambled.

Condition: This problem occurs when you have an MPEG-2 program streaming from the IP/TV Broadcast Server that is also streaming the MPEG-1 stream.

Workaround: To reduce the occurrences of scrambled video on the IP/TV Viewer, edit the [VidMPEGProp] property in the iptv.ini text file on IP/TV Broadcast Server to show values as "Bufs=1500" and "SizeBufs=5000".

CSCeg73774

Symptom: IP/TV Broadcast Server stops functioning when two or more clients request that the same on-demand program be recorded in MP2T video format.

Condition: This problem occurs when on-demand programs that use .mpg files are created by recording MP2T video.

Workaround: Use MOV recording (.mov format) instead of native recording (.mpg format) for MP2T video.

CSCin46775

Symptom: The user is unable to preview a live MPEG-4 program on the server by using Program Details > Video > Show Preview.

Condition: This problem occurs when a scheduled program is an ISO MPEG-4 video with the frame size set to 352 x 288 and AAC 16-kHz stereo audio.

Workaround: There is no known workaround.

CSCin57012

Symptom: Certain pre-positioned MP4 files cannot be played back when streamed by the Cisco Streaming Engine.

Condition: This problem occurs when you stream nonhinted MP4 files over the Cisco Streaming Engine. (Hint tracks contain packetization information that tells the streaming server how to package the media data. The streaming server uses the packetization information in the hint tracks to stream the media data to the network. Nonhinted files do not have hint tracks.)

Workaround: Use only hinted MP4 files for steaming over the Cisco Streaming Engine.

CSCin59384

Symptom: IP/TV Broadcast Server shuts down abruptly during startup or takes too long to display program listings.

Condition: This problem occurs when the IptvMedia Directory has more than one hundred nonmedia files.

Workaround: Add the types of nonmedia files in the IptvMedia Directory to the Invalid File Types section of the iptvserv.ini file, and then restart IP/TV Broadcast Server.

CSCin61576

Symptom: For a SlideCast program, the SlideCast server (IP/TV Broadcast Server configured for slide capture) attempts to launch a video capture session and fails. IP/TV Broadcast Server displays an error message in the IP/TV event log, saying that the capture card was not found.

Condition: This problem occurs for programs that contain SlideCast and live-capture streams.

Workaround: Restart the SlideCast server.

CSCin69194

Symptom: MP4 files created by recording ISO MPEG-4 streams lose media information and become unusable.

Condition: This problem occurs when the recording is more than 8 hours long.

Workaround: There is no known workaround.

CSCsb50652

Symptom: IP/TV Broadcast Server stops streaming a program abruptly when a recording begins.

Condition: This problem occurs when RTPSourcePruning is enabled in the iptv.ini configuration file and a MOV recording on the IP/TV Broadcast Server is scheduled for live-capture program.

Workaround: There is no known workaround.

IP/TV Viewer

CSCds00430

Symptom: Web Presenter programs created using PowerPoint 2000 do not play in IP/TV Viewer. Web Presenter HTML does not work with PowerPoint 2000.

Condition: This problem occurs when the slides in the Web Presenter programs are created using PowerPoint 2000.

Workaround: PowerPoint 2000 is backward-compatible with earlier versions for creating slides that work properly with IP/TV Web Presenter. Therefore, use the backward-compatibility feature to save slides for Web Presenter programs to an earlier version of PowerPoint. Alternatively, use the ScreenCaster feature of IP/TV Web Presenter to capture the JPEG files for the presentation.

CSCdt07585

Symptom: The Help > About Windows Media Technologies link does not work properly. It returns a Document Not Found error page or takes you to the IP/TV 3400 Series Server page of the Cisco.com website.

Condition: This problem occurs when you access IP/TV Viewer help.

Workaround: There is no known workaround.

CSCdx72765

Symptom: IP/TV Viewer becomes unresponsive when the display resolution settings are changed.

Condition: This problem occurs on IP/TV Viewer running on Microsoft Windows XP.

Workaround: Stop and exit any program being played by IP/TV Viewer before changing the display settings.

CSCdx80290

Symptom: The display disappears or video freezes when you switch between two IP/TV Viewer windows playing simultaneously.

Condition: This problem occurs when the UseDSoundRenderer=1 setting is disabled in the iptv.ini file.

Workaround: Enable the UseDSoundRenderer=1 setting in the iptv.ini file.

CSCdz67170

Symptom: MPEG-2 live video jitters on IP/TV Viewer. The jitter is quite obvious when the bandwidth of the program is increased.

Condition: This problem occurs when the Windows NT Server does not meet the minimum hardware requirements needed for IP/TV Viewer.

Workaround: There is no known workaround. However, this problem does not occur on devices that satisfy the minimum hardware requirements recommended for IP/TV Viewer.

CSCea87433

Symptom: When you watch two IP/TV programs simultaneously, video is lost for one window when you switch to the other.

Condition: This problem occurs on a device running Windows XP.

Workaround: To fix this problem, disable the DirectDraw setting on the Hardware acceleration slider bar. Access the slider bar from Start > Settings > Control Panel > Display > Settings > Advanced  > Troubleshooting.

CSCec25343

Symptom: A live-capture program using Video for Windows (VFW) and AAC audio appears blurred in the IP/TV Viewer window.

Condition: This problem occurs only when the Video for Windows and AAC audio combination is used for live capture.

Workaround: Use MPEG-4 video when you are using AAC audio for live capture.

CSCec75553

Symptom: The audio on IP/TV Viewer has echoes when a program with AAC audio is played.

Condition: This problem occurs when a program with AAC audio is played. However, this problem is less severe when AAC, 44,100-Hz audio is used.

Workaround: Use MP3 audio instead of AAC audio.

CSCec83671

Symptom: IP/TV Viewer stops responding when a program containing Microsoft MPEG-4 video is launched.

Condition: This problem occurs when the mpeg4mod.dll file is missing from the device on which IP/TV Viewer is installed.

Workaround: Copy the mpeg4mod.dll file to the system32 folder of the device. (The mpeg4mod.dll file comes with Windows Media Player and is a filter for Microsoft MPEG-4.) Alternatively, install Windows Media Player Version 7.1.x or later on your device.

CSCin27122

Symptom: The audio does not switch between on-demand and scheduled programs.

Condition: When an MP2T scheduled program and an on-demand program are played concurrently, the audio does not switch between the programs when the windows are made active alternately. The audio plays correctly with two simultaneous on-demand programs. However, with an on-demand program and a scheduled program, the audio does not start in the on-demand program even when the scheduled program is closed. This occurs on IP/TV Viewer running Microsoft Windows 98.

Workaround: To restart the audio of the on-demand program, close and reopen the program.

CSCin41110

Symptom: Certain versions of .asf files are not played properly on IP/TV. Video is not played in some cases, while the audio is played with a stutter. For video failure, IP/TV returns an error message saying that the required compressor is not available.

Condition: This problem occurs with .asf files later than Version 3. IP/TV supports Windows Media Audio up to Version 8, whereas for Windows Media video it supports only up to Version 3.

Workaround: Avoid using Windows Media codecs later than Version 3.

CSCin54004

Symptom: While playing a program, IP/TV Viewer opens an additional video window, causing duplication of the program.

Condition: This problem occurs for live programs using the Winnov 4400 AV 4-port capture card.

Workaround: There is no known workaround.

CSCin55096

Symptom: IP/TV ScreenCaster displays a black screen containing dark images of the desktop windows and closes down abruptly.

Condition: This problem occurs when the display color settings of the device are set to 256 colors.

Workaround: Change the color settings of your device to 32-bit true color. To change the color settings, choose Start > Settings > Control Panel > Display > Settings > Colors.

CSCin60266

Symptom: Live MPEG-4 video lacks clarity and appears distorted.

Condition: This problem occurs only for live programs encoded using Microsoft MPEG-4.

Workaround: Use ISO MPEG-4 encoding instead of Microsoft MPEG-4.

CSCin60267

Symptom: IP/TV Viewer becomes unresponsive or generates errors and shuts down while playing a scheduled program associated with an IP/TV channel.

Condition: This problem occurs if the password setting of the associated channel is modified while the program is playing.

Workaround: Avoid modifying the password setting of an IP/TV channel less than 10 minutes before a program is scheduled to begin or while a program is playing. Alternatively, stop or disable the programs associated with the channel and then modify the channel settings.

CSCin62048

Symptom: IP/TV Viewer switches the windows for SlideCast and video; that is, the SlideCast window contains video, and vice versa.

Condition: This problem occurs when both of the following conditions are true:

IP/TV Broadcast Server receives the audio, video, and SlideCast streams from two different servers as SmallCast streams.

The program is disabled and then enabled in IP/TV Broadcast Server.

Workaround: There is no known workaround.

CSCin70608

Symptom: When a password-protected NetShow on-demand program is launched from an on-demand playlist, the program plays even if the password is not provided. The program continues to repeat many times until you close the password dialog box by either entering the correct password or clicking the Cancel button.

Condition: This problem occurs only when the NetShow on-demand program is launched from the on-demand playlist. This problem does not happen if the NetShow on-demand program is launched as the first program of the on-demand playlist.

Workaround: There is no known workaround.

Resolved Caveats in IP/TV Release 5.2.9

This section lists the resolved caveats in IP/TV Release 5.2.9.

IP/TV Server

CSCsb61523

IP/TV fails to play a password protected video after you upgrade or downgrade IP/TV Viewer or IP/TV Broadcast Server. This problem occurs when the installer fails to delete the fwsource.ax file from the system.

CSCsb76825

IP/TV fails to recognize the video portion of a media file and plays the audio portion only. This problem occurs when the media file is created using QuickTime version 7.

CSCsb92988

When you are running more than three live MPEG4-ISO/MP3 streams and one stream is set to record, the audio and video of the recording stream is not synchronized. You may run a combined total of six live streams and recordings.

CSCsc02129

IP/TV Broadcast Server terminates abruptly after recording an MPEG1/MPEG live-scheduled program for 60 minutes or more.

IP/TV Viewer

CSCsb87263

IP/TV Viewer fails to show the program listings. This problem occurs under the following conditions:

Any one or all options are enabled in the Advanced Attributes of the following folder:

User-id\Application Data\Cisco systems\


Note Set the access permission of the above folder to write.


The access permission of the following folder is set to read-only and execute:

Program Files\Cisco Systems\IPTV Viewer\

Related Documentation

Use these release notes in conjunction with the following documents:

Cisco IP/TV Release 5.2 Addendum

Cisco IP/TV Broadcast Server User Guide, Release 5.1

Cisco ACNS Software Program Manager for IP/TV User Guide, Release 5.1

Cisco IP/TV Viewer User Guide, Release 5.1

Cisco IP/TV 3400 Series Servers User Guide

Cisco Content Engine 510 and 565 Hardware Installation Guide

Cisco Content Engine 511 and 566 Hardware Installation Guide

Cisco Content Engine 7305 and 7325 Hardware Installation Guide

Regulatory Compliance and Safety Information for the Cisco Content Networking Product Series

Release Notes for Cisco ACNS Software, Release 5.2

Cisco IP/TV Broadcast Server and Viewer Software, Release 5.2.5 documentation is located at the following website:

http://www.cisco.com/univercd/cc/td/doc/product/webscale/iptv/iptv52/iptv525.htm

Cisco IP/TV Release 5.1 documentation is located at the following website:

http://www.cisco.com/univercd/cc/td/doc/product/webscale/iptv/iptv51/index.htm

Release notes for Cisco ACNS Software, Release 5.2 are located at:

http://www.cisco.com/univercd/cc/td/doc/product/webscale/uce/acns52/index.htm

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain 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 at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

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

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:

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

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

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

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

Documentation Feedback

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You can send comments about Cisco documentation 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.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

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

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

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

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

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

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

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

The link on this page has the current PGP key ID in use.


Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

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


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request 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 list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—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.

Severity 2 (S2)—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.

Severity 3 (S3)—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.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

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

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

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

Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

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

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

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/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

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

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

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