Table Of Contents
Release Notes for the Cisco SIP Proxy Server Version 1.3 on Solaris
Known Problems in this Release
Admendments to the Documentation
Installing the Cisco SIP Proxy Server Software
Obtaining Technical Assistance
Release Notes for the Cisco SIP Proxy Server Version 1.3 on Solaris
March 2002
This document lists the known problems in the Cisco SIP Proxy Server Version 1.3 and contains information about the Cisco SIP Proxy Server that was not included in the Cisco SIP Proxy Server Administrator Guide.
Sections in this document include the following:
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Known Problems in this Release
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Related Documentation
In addition to this release note, use the following publications to learn how to install and use the Cisco SIP Proxy Server:
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Recommended Sun Platforms
The following two Sun Microsystems' platforms are the recommended platforms on which to run the Cisco SIP Proxy Server:
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Known Problems in this Release
This section lists the currently known problems in the Cisco SIP Proxy Server, Version 1.2.
Problem: shmem segment tmpnam files are not deleted (CSCdr61706)
Problem Description: Each time the Cisco SIP Proxy Server is started, a file named filexxxxx.sem (where xxxxx is a random string) is created in the /tmp directory. These files do no cause any operational problems but one might want to occasionally delete the files to eliminate clutter.
Recommended Action: None.
Problem: The Cisco SIP Proxy Server does not support SIP and HTTP simultaneously (CSCdr67142)
Problem Description: The Cisco SIP Proxy cannot establish a TCP connection or initiate a HTTP transfer regardless of the specifications for Apache-specific configuration directives that would allow it to do so.
Recommended Action: None. If HTTP support is required, a separate copy of Apache Web Server must be loaded. However, to provide adequate performance and ease of administration, we recommend that you run the Apache Web Server (httpd) and the Cisco SIP Proxy Server (sipd) on separate machines.
Problem: Cisco SIP Proxy Server does not support SIP message lines that exceed 1024 bytes (CSCds22652)
Problem Description: If an incoming SIP message has a header or Request-URI that exceeds 1024 bytes, the message might be rejected by the server with a "400 Bad Request" response.
Recommended Action: Ensure that messages with headers or Request-URIs greater than 1024 are not sent.
Problem: TCB age-off timer bug might exist during requests or response retransmission (CSCds42804)
Problem Description: During the retransmission of requests or responses, a sipd child process with a Transaction Control Block (TCB) lock could crash after the age-off timer for that TCB has started. While this problem has never occurred, it is possible. If this problem should occur, the process that handles the age-off timer for the TCB will hang until it is restarted by the child process. There is no method of identifying a process that is in this state.
Recommended Action: None.
Problem: Syntax error message line number is incorrect and only the first syntax error is reported (CSCds52504)
Problem Description: When a syntax error occurs in the sipd.conf file, the line number reported in the syntax error message is incorrectly reported. The number that appears in the syntax error message is always the last line of the sipd.conf file and not the line in which the error occurred. In addition, only the first syntax error in the sipd.conf file is reported.
Recommended Action: None.
Problem: Static routes targets that are not resolvable are not processed (CSCds73342)
Problem Description: If a static route entry is not resolvable, it is not processed. For example, if two static routes to a target are configured as gw1.domain.com and gw2.domain.com and the gw1.domain.com route has a higher priority and weight, it is selected. However, if the attempt to resolve gw1.domain.com fails, the Cisco SIP Proxy server does not try the second route, gw2.domain.com. However, if gw1.cisco.com is resolvable but down, the Cisco SIP Proxy Server will try the route until it has exhausted its retransmission attempts and then it will try gw2.domain.com.
Recommended Action: Ensure that the static route target entries are resolvable. Static routes should be IP address or FQDNs that can be resolved via a DNS lookup.
Problem: The "include" directive does not work for some block configuration directives (CSCds73530)
Problem Description: Block configuration directives (for example, <StaticRouteID> and <StaticRegistryID>) cannot be placed in a separate file and "included" in the sipd configuration file. Static routes and static registry entries must be defined in the main sipd.conf file.
Recommended Action: None.
Problem: Start Sip_Services after a Farm DBs Old entries are deleted (CSCds56981)
Problem Description: If the proxy server has been down for more than the value in Cisco_Routing_Max_DB_Age_on_Boot or Cisco_Registry_Max_DB_Age_On_Boot, the ServerRoot/logs/*.db files must be removed or cleaned. Otherwise, these values may be re-used if a farm member tries to "sync" in a farm mode.
Recommended Action: None.
Problem: Add better handling for a non-responsive Sip_Services daemon (CSCdt11551)
Problem Description: The sipd maintains a tcp connection to Sip_Services. This is normally attempted when trying to lock the registry and routing database. If this fails, Sip_Services may exist and a connect should be re-tried. If the Sip_Services is down, the CSPS will try to restart it.
Recommended Action: None.
Problem: Add Registry/Routing Code changes to support TEL URL (CSCdt35294)
Problem Description: Proxy parses tel Urls completely based on the rules specified in RFC 2806. At this point, there are no routing changes based on tel:url additional fields. For example:
In "tel:1111;phone-context=919;phone-context=456", only 1111 is used for routing the call, like in sip:url. The additional fields are not used.
Also, tel url is transformed to a sip:Url as follows.
sip:1111@whatever-proxy.com SIP/2.0
RecordRoute:<sip:1111@whatever-proxy.com;parameters including phone-context>
Currently, there is no intelligence to change the number from "tel:392-8076;phone-context=919" to "tel:+1-919-392-8076".
Recommended Action: None
Problem: Log file check and verification needed for proxy server (CSCdt50814)
Problem Description: When the Cisco SIP Proxy Server is started, it writes the logs to the error_log and access_log files in the logs subdirectory by default. The log files can be deleted manually while the server is still running, the Cisco SIP Proxy Server will continue to run but no logs will be logged due to the deletion of the log files.
Recommended Action: After the deletion of the log files, you can "graceful restart" the server, so new log files can be created and the server can then continue the logging process.
Problem: Looped Contact headers in 302 are forwarded upstream (CSCdt60611)
Problem Description: When the Cisco SIP Proxy Server receives a Contact header in a 3xx response that has already been tried before, it detects it but does not invalidate that Contact. It forwards this Contact upstream, if it happens to be the best branch.
This occurs only if the proxy server is in non-recursive mode, that is, value of directive Recursive is Off.
Recommended Action: Run the proxy server in Recursive mode, that is, value of directive Recursive is On.
Problem: sipdctl & sipd should use relative paths for conf, logs & libraries (CSCdt65349)
Problem Description: The sipdctl tool contains absolute paths to various file locations such as sipd.pid, Sip_Services.pid, sip_registry.conf and sip_routing.conf. They will need to be manually modified if different file locations will be used.
Also, the sipd process looks for the sipd.conf file at the pre-configured path /usr/local/sip/conf/sipd.conf (Linux) or /opt/sip/conf/sipd.conf (Solaris).
Recommended Action: To use a different configuration file, one can use the "-f" switch to force sipd to look for a different configuration file.
For example, to force sipd to read in the sipd.conf file from the user's home directory. Use sipd -f ~/sipd.conf
Problem: Route Farm - 500 Internal Server Error (CSCdt74891)
Problem Description: When multiple nodes of Cisco SIP Proxy Server are sharing static routes in a farm mode, "500 Internal Server Error" response can be generated by the Cisco SIP Proxy Server.
A "500 Internal Server Error" message is created at around the 800th call when 7,000 static routes shared by two Cisco SIP Proxy Server farm members with incoming calls alternating between them.
Recommended Action: None.
Problem: Proxy does not accept calls afer 150cps stress (CSCdt87934)
Problem Description: The Cisco SIP Proxy Server can crash if it is not configured with enough shared memory to handle the call rate.
Recommended Action: Increase the value of SharedMemorySize directive in sipd.conf file.
To configure the total usable shared memory segment size on Linux or Solaris platform, please follow the instructions in the README.cisco file.
Problem: 8k shared memory leak per graceful restart (CSCdu00628)
Problem Description: When "sipdctl graceful" is issued, the master sipd leaks about 8K of shared memory. The master sipd has a parent process ID of 1 and the leak can be observed in the output of top command.
Recommended Action: None.
Problem: Rolling No space left on device (CSCdu01816)
Problem Description: When the Cisco SIP Proxy Server box runs out of disk space, the following rolling messages prints on the screen.
(10025|1) malloc:No space left on device
(10025|1) /opt/sip/libexec/../logs/registry_db:No space left on device
Recommended Action: None.
Problem: sipdctl configtest does not work properly (CSCds53849)
Problem Description: The "sipdctl configtest" command is not supported. It does not accurately detect many syntax errors. Also, an incorrect line number is reported when a syntax error is detected.
Examples of errors that are not detected include misconfigurations in the <StaticRoute ID> and <StaticRegistry ID> block directives, and illegal values given in non-boolean directives.
Recommended Action: None. The sipd.conf configuration file can only be verified by successfully loading the server.
Problem: External entity failure causes reduced performance (CSCdt35155)
Problem Description: Server child processes have no means to communicate failures of external entities to the other child processes. A failure of an external entity such as radius, dns, subscriber database, is not communicated to all child processes.
Server performance can drop significantly, depending on the number of child processes being executed.
Recommended Action: Reduce the number of child processes.
Problem: Forking to static registry entries fails after restart (CSCdt46712)
Problem Description: After the proxy server is restarted via "./sipdctl restart", subsequent requests are not forked to all Static_Registry_Contact(s) in StaticRegistry entries. Only the last entry found in sipd.conf for that particular Static_Registry_User is used when proxying requests.
Recommended Action: Move all static entries including registry and route from sipd.conf to separate configuration files. Cisco SIP Proxy Server v1.2 provides two files as templates for datafilling these entries. The files are sip_registry.conf-dist for registry entries and sip_routing.conf-dist for route entries. Once these files are created, they can be read in by using the sysadmin_csps_regroute tool.
Caution
Problem: User agents on same box/different port disallowed (CSCdu00398)
Problem Description: Proxy will not terminate calls to a user agent that runs on the same box but different port.
Recommended Action: User agents should not be running on the same box as the proxy.
Problem: Static routes need to have unique tags (CSCdu05953)
Problem Description: When more than one route is assigned the same tag/number, only the first route is used. Subsequent routes with the same tag/number is ignored. An error message is printed only if DebugFlag directive under Cisco_Routing module is On.
For example the following two routes have a tag value of 10.
<StaticRoute 10>
Static_Route_DestinationPattern 919.......
Static_Route_Type PHONE
Static_Route_NextHop tisu-view1.cisco.com
Static_Route_NextHopPort 5060
Static_Route_TransportProtocol UDP
Static_Route_Priority 1
Static_Route_Weight 5
Static_Route_Delete_or_Add ADD
</StaticRoute>
<StaticRoute 10>
Static_Route_DestinationPattern 919.......
Static_Route_Type PHONE
Static_Route_NextHop grigio.cisco.com
Static_Route_NextHopPort 5060
Static_Route_TransportProtocol UDP
Static_Route_Priority 1
Static_Route_Weight 5
Static_Route_Delete_or_Add ADD
</StaticRoute>
The second route (with Static_Route_NextHop value of grigio.cisco.com) is ignored.
Also, when the same StaticRoute entry in sipd.conf file is modified, the Cisco SIP Proxy Server does not remove the original StaticRoute entry since the database will not be wiped in 24 hours by default. As a result, the original and updated entries can co-exist in the database at the same time.
Recommended Action: The sysadmin_csps_regroute tool can be used to add/update routes and the system administrator does not need to enter route tags. See the Administrator guide for more detail on the sysadmin_csps_regroute tool.
Problem: sysadmin_csps_regroute export says cannot access file (CSCdu10003)
Problem Description: When the Cisco SIP Proxy Server is running as the root user, the registry and routing database are created in logs subdirectory with file ownership re-assigned to the "User" and "Group" directives in sipd.conf file.
After the server is up and running, the sysadmin_csps_regroute can be run by the root user, but the eXport function is not allowed to access the directories not owned by the user specified in sipd.conf.
If the user uses sysadmin_csps_regroute, the user is still able to eXport the database contents to a file owned by the user specified in sipd.conf when the program is run as root.
For example, if the user specified is "nobody", sysadmin_csps_regroute will be able to eXport the contents to the logs directory since the logs directory is created by "nobody" during installation. If the specified user has a home directory, it also works.
Recommended Actions:
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Problem: Permission denied in sysadmin_csps_regroute (CSCdu10017)
Problem Description: When the Cisco SIP Proxy Server is started by "root" user, the sysadmin_csps_regroute tool cannot be run by any user other than the root or the one specified in the "User" and "Group" directives in sipd.conf file. This is because the file ownership of registry and routing database is replaced by the user specified in the sipd.conf file when the Cisco SIP Proxy Server is run by root user.
Recommended Action: Run the sysadmin_csps_regroute as root user or the one specified in the sipd.conf file. This is only needed when the Cisco SIP Proxy Server is to be started by root user.
Problem: Sip_services get "killed" when sysadmin_csps_regroute exits (CSCdu12370)
Problem Description: When starting sysadmin_csps_regroute and sipd with the following sequence, the Sip_Services daemon can be "killed" while the Cisco SIP Proxy Server is still running. However, the Sip_Services daemon will be started again once the Cisco SIP Proxy Server discovers that the process does not exist.
Recommended Action:
Do the following to solve this problem.
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Note
> ./sysadmin_csps_regroute
Starting Sip Services . Success
Cisco SIP Proxy Server Command Line Interface V1.112
--------------------------------------------------------
Main Menu
Using Registry Database
--------------------------------------------------------
Choose an option below:(Items in <> are required input.)
<S> Select registry (default) or routing database
<D> query, add to, or delete from the Database
<I> Import a configuration <file> with route/registry entries
<X> eXport current database entries to a configuration <file>
<Q> or ^C (exit)
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lab 27760 1 0 15:12 pts/0 00:00:00
/usr/local/sip/bin/Sip_Services
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Version of CSPS :1.07 - Experimental Version
Version in Config file :1.07 - Experimental Version
../bin/sipdctl start:sipd started
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lab 27760 1 0 15:12 pts/0 00:00:00
/usr/local/sip/bin/Sip_Services
lab 27767 1 2 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27768 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27769 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27770 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27771 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27772 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
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lab 27767 1 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27768 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27769 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27770 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27771 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
lab 27772 27767 0 15:16 ? 00:00:00 /usr/local/sip/bin/sipd
Sip_Services is gone.
Problem: access_log and error_log file size (CSCdu12376)
Problem Description: When the error_log or the access_log file size grows to 2147483647 bytes (~2.1GB), the Cisco SIP Proxy Server stops logging to the file.
Recommended Action: Use "logrotation" to avoid this problem.
Problem: Drops non-200 final responses after transaction is cancelled (CSCdu17285)
Problem Description: Once the Cisco SIP Proxy Server cancelled a request and receives a non-200 final response from downstream, it does not forward the response upstream. In case of INVITE, the Cisco SIP Proxy Server correctly "ACK" the non-200 final response. This behavior has no effect on successful call setup or handling of 200 responses to INVITE.
Recommended Action: None
Problem: Accounting with Cisco Access Registrar conflicts (CSCdu72935)
Problem Description: When Cisco SIP Proxy Server interoperates with Cisco Access Register (CAR v1.7) server, error messages similiar to the following can be seen in the CAR trace.
"07/16/2001 15:13:47:Log:SessionManager session-mgr-1 was unable to create/acquire a Session because the request packet did not contain a NAS and/or NAS-Port attribute. These are required for Session Management. 07/16/2001 15:13:47:P286:Dropping packet because we did not acquire or create the session"
This causes the Radius packets to be dropped and the Cisco SIP Proxy Server will be timed-out waiting for the response from the CAR.
Recommended Action: The DefaultSessionManager parameter can be set to "" in the CAR server. That is,
> cd Radius
> set DefaultSessionManager ""
Problem: uninstall_mysql_db reponse fields missing (CSCdu77190)
Problem Description: The last prompt of uninstall_mysql_db tool is missing valid responses fields ([y/n]). Output of the tool is similar to the following:
> Do you wish to delete the MySQL databases (in /var/lib/mysql)? [y/n] y
> Are you sure? (Deleting /var/lib/mysql will remove ALL subscriber database infor mation) y
> Removing /var/lib/mysql...
> Uninstall operation complete. (/var/lib/mysql was removed)
The "Are you sure? ..." question above does not provide a valid response
feilds [y/n].
Recommended Action: None
Problem: sipdctl script has bugs (CSCdu87692)
Problem Description: There is a delay associated with using the sipdctl script to start/stop the Cisco SIP Proxy Server. See the folowing examples.
(a) ./sipdctl start;sleep 2;./sipdctl start
It may start 2 sets of sipd processes since the sipd.pid file used by sipdctl to detect whether the Cisco SIP Proxy Server is already running has not been created by the first 'start' when the second 'start' script is running.
(b) ./sipdctl start;sleep 5; rm ../logs/sipd.pid;./sipdctl stop
This will fail to stop sipd, since the pid file does not exist.
(c) ./sipdctl start;./sipdctl stop
The output may show sipd not running, but 'ps' may show only the master sipd is running. This is due to the delay in the creation of the sipd.pid file by the 'sipdctl start' script.
Recommended Action: None
Problem: sipd fails to start if NULL StaticRouteNextHop (CSCdu88015)
Problem Description: If the StaticRouteNextHop directive is empty in a route stanza, the Cisco SIP Proxy ServerS does not start or print any error information to stdout or error_log. For example,
<StaticRoute 25>
Static_Route_DestinationPattern *
Static_Route_Type IP
Static_Route_NextHop
Static_Route_NextHopPort 5060
Static_Route_TransportProtocol UDP
</StaticRoute>
The above configuration in sipd.conf prevents the Cisco SIP Proxy Server from being started.
Recommended Action: Remove static routes from sipd.conf file and enter them by using sysadmin_csps_regroute tool.
Problem: Static Registry config problems (CSCds07314)
Problem Description:
Each issue is listed as follows.
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<StaticRegistry 11>
Static_Registry_User 222
Static_Registry_Contact
12345678@dwilliams-linux.cisco.com;action=redirect
....
The contact info in the code will be: "<sip:12345678@dwilliams-linux.cisco.com;action=redirect;user=phone>"
It is because the entry against Static_Registry_Contact is read as "user@host" inside the code.
The contact info in the code should be:
"<sip:12345678@dwilliams-linux.cisco.com;user=phone>;action=redirect"
Recommended Action: Do not specify any parameters in the Static_Registry_Contact line. It should only be in the "user@host" form.
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Recommended Action: The Contact_Age directive needs to be spelled correctly.
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<StaticRegistry 10.1>
Static_Registry_User_Type IP
Static_Registry_User 22945
Static_Registry_Contact 0019193922913@lmetzger-linux
Static_Registry_Contact_User_Type PHONE
Static_Registry_ContactPort 5060
Static_Registry_TransportProtocol UDP
Static_Registry_ContactAge Permanent
Static_Registry_Delete_or_Add ADD
</StaticRegistry>
and
<StaticRegistry 10.2>
Static_Registry_User_Type PHONE
Static_Registry_User 22945
Static_Registry_Contact 0019193922914@lmetzger-linux
Static_Registry_Contact_User_Type PHONE
Static_Registry_ContactPort 5060
Static_Registry_TransportProtocol UDP
Static_Registry_ContactAge Permanent
Static_Registry_Delete_or_Add ADD
</StaticRegistry>
The 10.2 entry will overwrite the 10.1 entry. Only "0019193922914@lmetzger-linux" will be stored for user 22945 regardless of the user type.
Recommended Action: None.
Problem: Need better handling between call-forwarding & authentication (CSCdv23038)
Problem Description: The Cisco SIP Proxy Server call forwarding features do not work when the AuthConsumeProxyAuth directive and the authentication module are turned on simultaneously.
If the MySQL subscriber query for a call-forwarding feature returns a url pointing to the proxy itself, the proxy forwards the request back to itself. When authentication is turned on, the request is challenged with a 407 and the call fails since the proxy does not know how to respond to the auth challenge.
Recommended Actions:
Use one of the following.
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Problem: Semi-colon (;) in user portion of sip/tel url not handled properly (CSCdv46974)
Problem Description: When the Cisco SIP Proxy Server gets a numeric user or a "guessed" numeric user in the sip url and the user portion has a semi-colon, it returns a 500 response. This occurs in the user portion of tel or embedded tel urls.
Recommended Actions: None
Problem: Route is not updated to all farm members (CSCdw20183)
Problem Description: The sysadmin_csps_regroute tool uses the sipd.conf directive Cisco_Registry_Farm_Members for both the registry and routing farms. If this directive is omitted, both the registry and routing farm contain the default local members, even when registry is turned off.
Recommended Actions: Routing and registry farm must be the same.
Problem: SIP proxy should check registration database (CSCdw39087)
Problem Description: When the Cisco SIP Proxy Server receives a 3xx and the Recursive directive is set to On, it does not attempt to locate any of the Contacts in its registry. Instead, it immediately attempts to route the INVITE to the next hop. As a result, a registered user specified as a Contact in the 302 may not be found.
Recommended Actions: Set the Recursive directive to Off. In this case, the Cisco SIP Proxy Server returns the 3xx (if it is the best response) to the upstream proxy/UA which can then send another INVITE using the Contacts provided. Upon receiving the new INVITE, the Cisco SIP Proxy Server checks its registry for the user.
Problem: Upgrading to version 1.3 requires reinstallation of MySQL (CSCdw85177)
Problem Description: It should be possible to upgrade from the Cisco SIP Proxy Server version 1.2 to version 1.3 without making any modifications to the MySQL database. In some cases, after upgrading to version 1.3, the Cisco SIP Proxy Server is not able to access the existing MySQL database. In the error_log file, it indicates that the Cisco SIP Proxy Server cannot conenct to MySQL.
This problem occurs if the following conditions exist:
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Recommended Actions: Uninstall and reinstall MySQL by using the scripts provided.
Problem: Source port incorrect in debug message dumping recieved SIP message (CSCdw93260)
Problem Description: The debug statement recorded to the error_log file upon the reception of a SIP message does not always contain the correct source port number. For example:
[Thu Dec 06 21:47:39 2001] sip_protocol.c(4663) Received 793 bytes UDP
packet from 209.132.126.6:1134
INVITE sip:121@209.132.126.6 SIP/2.0
Via: SIP/2.0/UDP 209.132.126.6:5060;branch=93ffd455-25d16e02-25218f79
The source port is not 1134.
This problem occurs if the following debugging options are enabled:
–
–
Note
Recommended Actions: None
Problem: Diversion headers in 302 not copied to INVITE when recursing (CSCdx02212)
Problem Description: If the Cisco SIP Proxy Server receives a 3xx with any Diversion, CC-Diversion, or CC-Redirct headers, the headers are not included in the subsequent INVITE messages sent by the Cisco SIP Proxy Server to the Contacts specified in the 3xx.
This problem occurs only if the folllowing is configured on the proxy server.
•
–
•
Recommended Actions: Change the Recursive directive from On to Off. This causes the Cisco SIP Proxy Server to forward the 3xx with any Diversion, CC-Diversion, or CC-Redirect headers upstream.
Note
Admendments to the Documentation
This section contains information that was not included in the Cisco SIP Proxy Server Version 1.3 Administrator Guide or the CD Installation Guide for the Cisco SIP Proxy Server on Solaris.
Installing the Cisco SIP Proxy Server Software
The installation procedure documented in the "Installing the Cisco SIP Proxy Server Software" section describes how to install the Cisco SIP Proxy Server so that it runs as root when started.
The Cisco SIP Proxy Server needs to be installed by root user. After the server is installed, the root user can change the ownership of the sipd.conf file in the conf subdirectory so a user with permission can change the server configuration. By default, the directory permission to logs subdirectory is set to 777, this allows any users to run the Cisco SIP Proxy Server. The server administrator can change the permission by issue the Unix command, chmod .
Obtaining Documentation
The following 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 the following URL:
Translated documentation is available at the following 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 is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
Cisco documentation is available in the following ways:
•
http://www.cisco.com/cgi-bin/order/order_root.pl
•
http://www.cisco.com/go/subscription
•
Documentation Feedback
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Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain 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.
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Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to
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You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:
Technical Assistance Center
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Inquiries to Cisco TAC are categorized according to the urgency of the issue:
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Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
The Cisco TAC Web Site allows you 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 the following URL:
All customers, partners, and resellers who have a valid Cisco services 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 the following URL to register:
http://www.cisco.com/register/
If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; 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 will automatically open a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please 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). In addition, please have available your service agreement number and your product serial number.
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
Copyright © 2002, Cisco Systems, Inc.
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