Table Of Contents
Catalyst 6500 Series Supervisor Engine 2 Boot ROM and Bootflash Device Upgrade Installation Note
Contents
Safety Overview
Checking the Boot ROM Version on the Supervisor Engine
Checking the Boot ROM Version on the Supervisor Engine with Cisco IOS Software
Checking the Boot ROM Version on the Supervisor Engine with Catalyst Software
Required Tools
Removing the MSFC2
Upgrading the Supervisor Engine 2 Boot ROM
Upgrading the Bootflash Device
Installing the MSFC2
Translated Safety Warnings
Statement 1030—Equipment Installation
Statement 1071—Warning Definition
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
Obtaining Additional Publications and Information
Catalyst 6500 Series Supervisor Engine 2 Boot ROM and Bootflash Device Upgrade Installation Note
Part Number: WS-X6K-S2-KIT=
This publication describes how to determine if you need to upgrade the boot ROM on your Catalyst 6500 series Supervisor Engine 2 (WS-X6K-S2-MSFC2) and also describes how to upgrade the boot ROM and bootflash device.
This upgrade kit contains the boot ROM upgrade and bootflash device upgrade. The boot ROM upgrade will upgrade the Supervisor Engine 2 boot ROM version from 6.1(2) to 6.1(3). The bootflash device upgrade will upgrade the bootflash device from 16 MB to 32 MB.
Note 
The default bootflash configuration on WS-X6K-S2-MSFC2 shipped since late January 2001, is 32 MB. Enter the show version command to determine what size bootflash device is installed on the Supervisor Engine 2.
Note With WS-X6K-S2-KIT= installed, Catalyst software releases earlier than 6.1(2) support only 16 MB of the bootflash device capacity.
Caution The supervisor engine is a required system component. If only one supervisor engine is present, removing it while the system is operating causes the system to halt.
Note The 32-MB upgrade bootflash device contains bootable versions of Catalyst software and Cisco IOS software to assist with restarting and configuring your system. Before you upgrade the bootflash device, refer to the following publications for information on configuring and booting your system after you have upgraded the bootflash device:
•The Upgrading Software Images on the Catalyst 6000/6500 Series Switches publication at this URL:
http://www.cisco.com/warp/customer/473/161.html
•For systems running Catalyst software, refer to the "Supervisor Engine Software Image Upgrades" section in the High Availability for the Cisco Catalyst 6500 Series Switches publication at this URL:
http://www.cisco.com/warp/customer/cc/pd/si/casi/ca6000/tech/hafc6_wp.htm
•For systems running Cisco IOS software, refer to the "System Software Upgrade Instructions" section in the Release Notes for Cisco IOS Release 12.2(9)YO4 on the Catalyst 6500 Series and Cisco 7600 Series Supervisor Engine and MSFC publication at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/lan/cat6000/relnotes/ol_2864.htm
Contents
This publication consists of these sections:
•Safety Overview
•Checking the Boot ROM Version on the Supervisor Engine
•Required Tools
•Removing the MSFC2
•Upgrading the Supervisor Engine 2 Boot ROM
•Upgrading the Bootflash Device
•Installing the MSFC2
•Translated Safety Warnings
•Related Documentation
•Obtaining Documentation
•Obtaining Technical Assistance
•Obtaining Additional Publications and Information
Safety Overview
Safety warnings appear throughout this publication in procedures that may harm you if performed incorrectly. A warning symbol precedes each warning statement.
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Warning
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IMPORTANT SAFETY INSTRUCTIONS
This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, be aware of the hazards involved with electrical circuitry and be familiar with standard practices for preventing accidents. Use the statement number provided at the end of each warning to locate its translation in the translated safety warnings that accompanied this device. Statement 1071
SAVE THESE INSTRUCTIONS
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Warning Only trained and qualified personnel should be allowed to install, replace, or service this equipment. Statement 1030
Checking the Boot ROM Version on the Supervisor Engine
These sections describe how to check the boot ROM version on the supervisor engine:
•Checking the Boot ROM Version on the Supervisor Engine with Cisco IOS Software
•Checking the Boot ROM Version on the Supervisor Engine with Catalyst Software
Checking the Boot ROM Version on the Supervisor Engine with Cisco IOS Software
To check the boot ROM version number on the Supervisor Engine 2, follow these steps:
Step 1 With the Supervisor Engine 2 installed in the switch, and with the switch up and running, enter the show module mod command. (Refer to the Catalyst 6500 Series Switch Module Installation Guide for installation instructions.)
Step 2 Check the Fw version. The Fw version number is the Supervisor Engine 2 boot ROM version.
If the Supervisor Engine 2 boot ROM version is release 6.1(2), you must upgrade the boot ROM.
This example shows how to check the boot ROM version on the Supervisor Engine 2 in slot 1:
Mod Ports Card Type Model Serial No.
--- ----- -------------------------------------- ------------------ -----------
1 2 Catalyst 6000 supervisor 2 (Active) WS-X6K-SUP2-2GE SAD04450LF1
Mod MAC addresses Hw Fw Sw Status
--- ---------------------------------- ------ ------------ ------------ -------
1 0001.6461.39c0 to 0001.6461.39c1 1.1 6.1(2) 6.1(1) Ok
In this example, the Supervisor Engine 2 boot ROM version is release 6.1(2).
Checking the Boot ROM Version on the Supervisor Engine with Catalyst Software
To check the boot ROM version number on the Supervisor Engine 2, follow these steps:
Step 1 With the Supervisor Engine 2 installed in the switch, and with the switch up and running, enter the show module mod command. (Refer to the Catalyst 6500 Series Switch Module Installation Guide for installation instructions.)
Step 2 Check the Fw version. The Fw version number is the Supervisor Engine 2 boot ROM version.
If the Supervisor Engine 2 boot ROM version is release 6.1(2), you must upgrade the boot ROM.
This example shows how to check the boot ROM version on the Supervisor Engine 2 in slot 1:
Mod Slot Ports Module-Type Model Sub Status
--- ---- ----- ------------------------- ------------------- --- --------
1 1 2 1000BaseX Supervisor WS-X6K-SUP2-2GE yes ok
Mod Module-Name Serial-Num
--- ------------------- -----------
Mod MAC-Address(es) Hw Fw Sw
--- -------------------------------------- ------ ---------- --------------
1 00-30-80-f7-a5-06 to 00-30-80-f7-a5-07 1.0 6.1(2) 6.1(1)
In this example, the Supervisor Engine 2 boot ROM version is release 6.1(2).
Required Tools
These tools are required to upgrade the Supervisor Engine 2 boot ROM:
•Antistatic mat or foam pad to support the removed Supervisor Engine 2
•Programmable logic controller chip (PLCC) extractor tool (included with this upgrade kit)
•3/16-inch flat-blade screwdriver for the captive installation screws on the Supervisor Engine 2
•Number 1 Phillips screwdriver for the screws and cap nut that fasten the MSFC2 to the supervisor engine
•Your own ESD-prevention equipment or the disposable grounding wrist strap included with all upgrade kits, field-replaceable units (FRUs), and spares
Removing the MSFC2
Caution Always use an ESD wrist strap when handling modules or coming into contact with internal components.
Note The MSFC2s shipped after November 2001 are physically smaller than the previous MSFC2s. (See Figure 1.) You do not have to remove this MSFC2 from the supervisor engine to access the boot ROM or bootflash device. If you have this type of MSFC2 installed on the supervisor engine, proceed to the "Upgrading the Supervisor Engine 2 Boot ROM" section to begin the upgrade procedure.
Figure 1 Supervisor Engine 2 with MSFC2 Shipped After November 2001
Before you remove the Supervisor Engine 2, you should first upload the current configuration to a server. If necessary, you can recover the configuration by downloading it from the server to the nonvolatile memory of the Supervisor Engine 2. For more information, refer to Chapter 26, "Working with Configuration Files," in the Catalyst 6500 Series Switch Software Configuration Guide.
The boot ROM is located beneath the MSFC2. To install the boot ROM, you must remove the MSFC2 from the Supervisor Engine 2.
To remove the MSFC2 from the Supervisor Engine 2, follow these steps:
Step 1 Upload the current configuration to a server. On any modules running Cisco IOS software, save the running configuration.
Step 2 Remove the Supervisor Engine 2 from the Catalyst 6500 series switch (refer to the Catalyst 6500 Series Switch Module Installation Guide for removal instructions).
Step 3 Place the Supervisor Engine 2 on an antistatic mat or foam.
Step 4 Remove the securing screws and cap nut that secure the MSFC2 to the Supervisor Engine 2 (see Figure 2).
Figure 2 Removing MSFC2 Securing Screws and Cap Nut
Step 5 Hold the top edge of the MSFC2 with your right hand and the bottom-left edge with your left hand (see Figure 2). Gently lift the MSFC2 with both hands simultaneously and remove the MSFC2 from the Supervisor Engine 2.
Caution Use care not to damage the connectors on the Supervisor Engine 2. If you damage a connector, you will have to return the Supervisor Engine 2 to Cisco for repair.
Step 6 Place the MSFC2 on an antistatic mat or antistatic foam pad.
Proceed to the "Upgrading the Supervisor Engine 2 Boot ROM" section to install the boot ROM.
Upgrading the Supervisor Engine 2 Boot ROM
Caution Always use an electrostatic discharge (ESD) wrist strap when handling modules or when coming into contact with internal components.
To upgrade the boot ROM in the Supervisor Engine 2, follow these steps:
Step 1 Locate the boot ROM on the Supervisor Engine 2 (see Figure 3).
Figure 3 Supervisor Engine Boot ROM Location
Step 2 To extract the boot ROM from the motherboard, slide the tips of the PLCC extractor tool into the socket extraction slots until the angled tips are beneath the boot ROM device (see Figure 4).
Holding the tool as shown in Figure 4, remove the chip from the socket by squeezing the handles of the extraction tool evenly and pulling the boot ROM device straight upward until it is released from the socket. Use care not to damage the boot ROM device or the socket.
Figure 4 Supervisor Engine Boot ROM Extraction
Step 3 Place the extracted boot ROM in an antistatic bag.
Step 4 Carefully remove the new boot ROM from its packaging.
Step 5 Insert the new boot ROM in the boot ROM socket on the motherboard. Be sure to orient the boot ROM so that the notched corner of the chip matches the notched corner of the socket (see Figure 5). Press the boot ROM into place evenly and firmly until it is completely seated in the socket.
Caution Make sure that you orient the chip to the socket correctly. If the chip is oriented to the socket improperly, you can damage both the chip and the socket.
Figure 5 Boot ROM Insertion
Proceed to the "Upgrading the Bootflash Device" section to upgrade the bootflash device on the Supervisor Engine 2.
Upgrading the Bootflash Device
To upgrade the bootflash device from 16 MB to 32 MB, follow these steps:
Step 1 Note the location of the bootflash device SIMM (see Figure 6).
Figure 6 Bootflash Device SIMM Location
Step 2 Pull the locking spring clips on both sides of the bootflash device SIMM holder outward and tilt the SIMM free of the clips (see Figure 7). Be careful not to break the clips on the SIMM connector.
Figure 7 Removing and Installing the Bootflash Device SIMM
Step 3 Hold the SIMM by its edges and gently lift and remove it, placing it on an antistatic mat or foam (see Figure 8).
Figure 8 Handling a SIMM
Caution The SIMMs are sensitive components that are susceptible to ESD damage. To prevent ESD damage, handle the SIMM by the edges only; avoid touching the memory modules, pins, or traces (the metal
fingers along the connector edge of the SIMM). (See
Figure 8.)
Step 4 Remove the upgrade SIMM from the antistatic container.
Step 5 Hold the SIMM by its edges (see Figure 8).
Step 6 Tilt the SIMM to approximately the same angle as the socket, and insert the connector edge into the socket.
Caution When inserting the SIMM, use firm but not excessive pressure. If you damage a socket, you will have to return the Supervisor Engine 2 to Cisco for repair.
Step 7 Press the SIMM down until it is secured by the spring clips (see Figure 9).
Figure 9 Installing the SIMM
Step 8 When the SIMM is installed, check the two alignment holes and ensure that the spring retainer is visible. If it is not, the SIMM is not seated properly. If the SIMM appears misaligned, carefully remove it and reseat it in the socket. Push the SIMM firmly back into the socket until the retainer springs snap into place.
Note If you are upgrading the memory on the Supervisor Engine 2, do that now before you reinstall the MSFC2. For more information, refer to the Catalyst 6500 Series Supervisor Engine 2 Memory Upgrade Installation Note.
If you are not upgrading the memory, or if you have already upgraded the memory, proceed to the "Installing the MSFC2" section.
Installing the MSFC2
Note If you did not remove the MSFC2 from the supervisor engine, proceed to Step 6 to install the supervisor engine.
To install the MSFC2 on the Supervisor Engine 2, follow these steps:
Step 1 Align the MSFC2 with the one male standoff on the Supervisor Engine 2 (see Figure 10). Make sure that the remaining mounting holes on the MSFC2 are aligned with the remaining standoffs.
Figure 10 Male Standoff Location on the Supervisor Engine
Step 2 Ensure that the connectors on the MSFC2 are aligned with the connectors on the Supervisor Engine 2 (see Figure 11).
Figure 11 MSFC2 Connectors
Step 3 Carefully seat the MSFC2 onto the Supervisor Engine 2 (see Figure 12).
Step 4 Using your thumbs, apply pressure at the locations shown in Figure 12 to ensure that the MSFC2 is securely seated on the Supervisor Engine 2.
Caution Use care not to damage the connectors on the Supervisor Engine 2. If you damage a connector, you will have to return the Supervisor Engine 2 to Cisco for repair.
Figure 12 Seating the MSFC2 on the Supervisor Engine 2
Caution Ensure that the MSFC2 is securely seated before you install and tighten the cap nut and securing screws. If you use the screws to seat the MSFC2, you could possibly warp the card.
Step 5 Use a Phillips-head screwdriver to install the screws and cap nut that secure the MSFC2 to the Supervisor Engine 2 (see Figure 13).
Caution You
must install the cap nut and all screws. The screws provide grounding between the MSFC2 and the Supervisor Engine 2. Failure to install the cap nut and all screws will invalidate the safety approvals and can cause fire and electrical hazards.
Figure 13 Installing the Screws and Cap Nut
Step 6 Install the Supervisor Engine 2 in the Catalyst 6500 series switch (refer to the Catalyst 6500 Series Switch Module Installation Guide for installation instructions).
If you have a redundant Supervisor Engine 2, go to the "Removing the MSFC2" section and follow the directions to upgrade the boot ROM and bootflash device on the redundant Supervisor Engine 2.
Step 7 Enter the show module mod command to verify that the Supervisor Engine 2 Fw version is release 6.1(3).
Step 8 Format the newly installed bootflash device (refer to the Catalyst 6500 Series Switch Software Configuration Guide).
Translated Safety Warnings
This section repeats in multiple languages the basic warnings that appear in this publication.
Statement 1030—Equipment Installation
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Warning
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Only trained and qualified personnel should be allowed to install, replace, or service this equipment.
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Waarschuwing
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Deze apparatuur mag alleen worden geïnstalleerd, vervangen of hersteld door bevoegd geschoold personeel.
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Varoitus
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Tämän laitteen saa asentaa, vaihtaa tai huoltaa ainoastaan koulutettu ja laitteen tunteva henkilökunta.
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Attention
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Il est vivement recommandé de confier l'installation, le remplacement et la maintenance de ces équipements à des personnels qualifiés et expérimentés.
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Warnung
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Das Installieren, Ersetzen oder Bedienen dieser Ausrüstung sollte nur geschultem, qualifiziertem Personal gestattet werden.
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Avvertenza
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Questo apparato può essere installato, sostituito o mantenuto unicamente da un personale competente.
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Advarsel
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Bare opplært og kvalifisert personell skal foreta installasjoner, utskiftninger eller service på dette utstyret.
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Aviso
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Apenas pessoal treinado e qualificado deve ser autorizado a instalar, substituir ou fazer a revisão deste equipamento.
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¡Advertencia!
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Solamente el personal calificado debe instalar, reemplazar o utilizar este equipo.
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Varning!
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Endast utbildad och kvalificerad personal bör få tillåtelse att installera, byta ut eller reparera denna utrustning.
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Statement 1071—Warning Definition
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Warning
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IMPORTANT SAFETY INSTRUCTIONS
This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, be aware of the hazards involved with electrical circuitry and be familiar with standard practices for preventing accidents. Use the statement number provided at the end of each warning to locate its translation in the translated safety warnings that accompanied this device.
SAVE THESE INSTRUCTIONS
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Waarschuwing
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BELANGRIJKE VEILIGHEIDSINSTRUCTIES
Dit waarschuwingssymbool betekent gevaar. U verkeert in een situatie die lichamelijk letsel kan veroorzaken. Voordat u aan enige apparatuur gaat werken, dient u zich bewust te zijn van de bij elektrische schakelingen betrokken risico's en dient u op de hoogte te zijn van de standaard praktijken om ongelukken te voorkomen. Gebruik het nummer van de verklaring onderaan de waarschuwing als u een vertaling van de waarschuwing die bij het apparaat wordt geleverd, wilt raadplegen.
BEWAAR DEZE INSTRUCTIES
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Varoitus
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TÄRKEITÄ TURVALLISUUSOHJEITA
Tämä varoitusmerkki merkitsee vaaraa. Tilanne voi aiheuttaa ruumiillisia vammoja. Ennen kuin käsittelet laitteistoa, huomioi sähköpiirien käsittelemiseen liittyvät riskit ja tutustu onnettomuuksien yleisiin ehkäisytapoihin. Turvallisuusvaroitusten käännökset löytyvät laitteen mukana toimitettujen käännettyjen turvallisuusvaroitusten joukosta varoitusten lopussa näkyvien lausuntonumeroiden avulla.
SÄILYTÄ NÄMÄ OHJEET
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Attention
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IMPORTANTES INFORMATIONS DE SÉCURITÉ
Ce symbole d'avertissement indique un danger. Vous vous trouvez dans une situation pouvant entraîner des blessures ou des dommages corporels. Avant de travailler sur un équipement, soyez conscient des dangers liés aux circuits électriques et familiarisez-vous avec les procédures couramment utilisées pour éviter les accidents. Pour prendre connaissance des traductions des avertissements figurant dans les consignes de sécurité traduites qui accompagnent cet appareil, référez-vous au numéro de l'instruction situé à la fin de chaque avertissement.
CONSERVEZ CES INFORMATIONS
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Warnung
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WICHTIGE SICHERHEITSHINWEISE
Dieses Warnsymbol bedeutet Gefahr. Sie befinden sich in einer Situation, die zu Verletzungen führen kann. Machen Sie sich vor der Arbeit mit Geräten mit den Gefahren elektrischer Schaltungen und den üblichen Verfahren zur Vorbeugung vor Unfällen vertraut. Suchen Sie mit der am Ende jeder Warnung angegebenen Anweisungsnummer nach der jeweiligen Übersetzung in den übersetzten Sicherheitshinweisen, die zusammen mit diesem Gerät ausgeliefert wurden.
BEWAHREN SIE DIESE HINWEISE GUT AUF.
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Avvertenza
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IMPORTANTI ISTRUZIONI SULLA SICUREZZA
Questo simbolo di avvertenza indica un pericolo. La situazione potrebbe causare infortuni alle persone. Prima di intervenire su qualsiasi apparecchiatura, occorre essere al corrente dei pericoli relativi ai circuiti elettrici e conoscere le procedure standard per la prevenzione di incidenti. Utilizzare il numero di istruzione presente alla fine di ciascuna avvertenza per individuare le traduzioni delle avvertenze riportate in questo documento.
CONSERVARE QUESTE ISTRUZIONI
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Advarsel
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VIKTIGE SIKKERHETSINSTRUKSJONER
Dette advarselssymbolet betyr fare. Du er i en situasjon som kan føre til skade på person. Før du begynner å arbeide med noe av utstyret, må du være oppmerksom på farene forbundet med elektriske kretser, og kjenne til standardprosedyrer for å forhindre ulykker. Bruk nummeret i slutten av hver advarsel for å finne oversettelsen i de oversatte sikkerhetsadvarslene som fulgte med denne enheten.
TA VARE PÅ DISSE INSTRUKSJONENE
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Aviso
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INSTRUÇÕES IMPORTANTES DE SEGURANÇA
Este símbolo de aviso significa perigo. Você está em uma situação que poderá ser causadora de lesões corporais. Antes de iniciar a utilização de qualquer equipamento, tenha conhecimento dos perigos envolvidos no manuseio de circuitos elétricos e familiarize-se com as práticas habituais de prevenção de acidentes. Utilize o número da instrução fornecido ao final de cada aviso para localizar sua tradução nos avisos de segurança traduzidos que acompanham este dispositivo.
GUARDE ESTAS INSTRUÇÕES
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¡Advertencia!
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INSTRUCCIONES IMPORTANTES DE SEGURIDAD
Este símbolo de aviso indica peligro. Existe riesgo para su integridad física. Antes de manipular cualquier equipo, considere los riesgos de la corriente eléctrica y familiarícese con los procedimientos estándar de prevención de accidentes. Al final de cada advertencia encontrará el número que le ayudará a encontrar el texto traducido en el apartado de traducciones que acompaña a este dispositivo.
GUARDE ESTAS INSTRUCCIONES
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Varning!
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VIKTIGA SÄKERHETSANVISNINGAR
Denna varningssignal signalerar fara. Du befinner dig i en situation som kan leda till personskada. Innan du utför arbete på någon utrustning måste du vara medveten om farorna med elkretsar och känna till vanliga förfaranden för att förebygga olyckor. Använd det nummer som finns i slutet av varje varning för att hitta dess översättning i de översatta säkerhetsvarningar som medföljer denna anordning.
SPARA DESSA ANVISNINGAR
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Related Documentation
For additional information on Catalyst 6500 series switches and command-line interface (CLI) commands, refer to the following publications:
•Regulatory Compliance and Safety Information for the Catalyst 6500 Series Switches
•Catalyst 6500 Series Supervisor Engine 2 DRAM Upgrade Installation Note
•Catalyst 6500 Series Switch Installation Guide
•Catalyst 6500 Series Switch Module Installation Guide
•Catalyst 6500 Series Switch Software Configuration Guide
•Catalyst 6500 Series Switch Command Reference
•Catalyst 6500 Series Switch Cisco IOS Software Configuration Guide
•Catalyst 6500 Series Switch Cisco IOS Command Reference
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.
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
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
Copyright © 2001-2003, Cisco Systems, Inc.
All rights reserved.
