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CiscoWorks Hosting Solution Engine

Release Notes for the CiscoWorks Hosting Solution Engine and Software 1.9

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Table Of Contents

Release Notes for the CiscoWorks Hosting Solution Engine 1.9 and Hosting Solution Software 1.9

New Features

Product Offerings

System Enhancements

Device Support

Monitoring Devices

Configuring Servers and Services

Reporting Information

Managing Devices

Audit Logs

Hosting Solution Engine and Software Documentation

Supported Devices

Documentation Updates

Known and Resolved Problems

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

GNU General Public License


Release Notes for the CiscoWorks Hosting Solution Engine 1.9 and Hosting Solution Software 1.9


Revised: October 19, 2006

These release notes are for use with the CiscoWorks Hosting Solution Engine 1.9 and the Hosting Solution Software 1.9. These release notes provide:

New Features

Hosting Solution Engine and Software Documentation

Supported Devices

Documentation Updates

Known and Resolved Problems

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

GNU General Public License

New Features

The Hosting Solution Engine and Software 1.9 include a number of new features which are discussed in:

Product Offerings

System Enhancements

Device Support

Monitoring Devices

Configuring Servers and Services

Reporting Information

Managing Devices

Audit Logs

Product Offerings

The Hosting Solution product is now available in a software-only version on CD-ROM. This offering, Hosting Solution Software 1.9, runs on Hewlett-Packard and IBM systems that meet the requirements detailed in the Installation and Configuration Guide for the CiscoWorks Hosting Solution Software 1.9. This offering allows customers to purchase their own equipment and install the Hosting Solution Software themselves.


Note These are the only supported platforms for Hosting Solution Software 1.9. Other configurations of similar platforms should not be expected to successfully install nor run the Hosting Solution Software 1.9. As with any software purchase, we recommend that you ensure you can obtain one of the supported platforms before purchasing Hosting Solution Software 1.9. If you have already obtained one of the reference systems and Hosting Solution Software 1.9, you can be assured that you are using a fully supported Cisco solution.

The systems requirements for each platform are documented in the Installation and Configuration Guide for the CiscoWorks Hosting Solution Software 1.9.


System Enhancements

Systemwide enhancements include:

ActiveDirectory authentication via LDAP

The introduction of network element groups which is a user-defined set of devices that can span multiple domains

The ability to filter by domain or network element group when monitoring network entities, activating or suspending servers or services, configuring devices, or viewing alarms or reports

Global settings established by the administrator:

Warnings or messages that appear when a user initiates an activate or suspend operation

The number of rows appearing by default in the Activate Real and Activate Virtual tables

The refresh rate for Activate Real and Activate Virtual tables

Whether CSM or CSS terminology is used when viewing tables or reports

A specific name or alias is that is to be displayed instead of an IP address (hostname override)

By role, the actions that a user can perform with the Hosting Solution Engine

Device Support

The Hosting Solution Engine and Software 1.9 support:

WebNS 7.5 for Content Services Switches (CSS)

CSM 4.2.2 for Content Switching Modules (CSM)

Numbered policy support for CSM 4.2.2

Monitoring Devices

Monitoring includes the following new functionality:

Support for custom grouping views:

User-defined device sets known as network element groups

Globally defined device sets

A Devices subtab that allows you to monitor the performance, aggregate status, and any open alarms for a set of devices with links to the Active Alarms window

Performance monitoring for Cisco IOS SLB in View Tables and reports:

IosSlbRealServer

IosSlbStats

IosSlbVirtualServer

The ability to view 1000 rows in a View.

Configuring Servers and Services

The Configure tab now includes Activate Real and Activate Virtual subtabs which replace the previous Activation and Service Chassis subtabs. The Activation tab has been removed as its functionality is now included in these two new subtabs. New Service Chassis functionality is available in the Devices tab under Network Element Groups (see Managing Devices).

The Activate Real and Activate Virtual subtabs let you:

Easily sort, search, and filter real and virtual servers or services

Activate or suspend multiple servers or services

Obtain real-time status of servers or services and the number of connections for each

Alter the weight of real servers and services

Receive immediate information regarding the success or failure of activate and suspend operations

For each activate or suspend operation, enter specific information that is captured in audit logs

Reporting Information

Reporting functionality now allows you to view the difference between the values of two sample data periods. For example, you can use this functionality to review the difference in performance between two given hours.

Managing Devices

Device management functionality now includes the ability for users to filter objects from multiple domains into a smaller set of elements called a network element group. Network element groups provide ease of use when monitoring servers or services, activating or suspending servers or services, configuring devices, or viewing alarms or reports.

With a Generate Service Chassis option, Device management now also allows you to create network element groups with names corresponding to each chassis.

Audit Logs

Audit logs now include:

Different message IDs for different types of tasks

User-entered text associated with each activate or suspend operation

Hosting Solution Engine and Software Documentation


Note Although every effort has been made to validate the accuracy of the information in the printed and electronic documentation, you should also review the Hosting Solution Engine and Hosting Solution Software documentation on Cisco.com for any updates.


In addition to these release notes, the following documents are provided on Cisco.com:

Finding Documentation for the CiscoWorks Hosting Solution Engine and Hosting Solution Software

Installation and Configuration Guide for the CiscoWorks Hosting Solution Engine

Installation and Configuration Guide for the CiscoWorks Hosting Solution Software

User Guide for the CiscoWorks Hosting Solution Engine

Regulatory Safety and Compliance Information for the CiscoWorks Hosting Solution Engine

Supported Devices Table for the CiscoWorks Hosting Solution Engine and Hosting Solution Software

FAQ and Troubleshooting for the CiscoWorks Hosting Solution Engine and Hosting Solution Software


Note Adobe Acrobat Reader 4.0 or later is required.


You can also obtain any documentation from the download site.

Supported Devices

For information about supported devices, navigate to the appropriate Supported Devices Table from:

http://www.cisco.com/en/US/products/sw/cscowork/ps150/products_device_support_tables_list.html

Documentation Updates

1. The Hosting Solution Engine 1.9 and Hosting Solution Software 1.9 do not support the browser's Back button. To navigate backwards, click on the appropriate tab or menu item.

2. The Delta value that appears in reports (select Reports > Reports, then the desired report) is the total change over an hour period expressed as a rate of the number of packets per hour. A user can expect the Delta value to be approximately the Average value multiplied by 3600.

3. When configuring hostname override (Administration > Setup > Hostname Override), you must run discovery for the specified hostname to appear in Hosting Solution system tables, reports, views, and windows.

4. When making configuration changes (Configure > Configuration) to a pair of CSS VIP redundant devices, enter the configuration changes on the master device and not the backup device. This ensures that the configuration changes are applied appropriately.

5. The Hosting Solution Engine and Software 1.9 support CSM 4.2.2 instead of 4.2.1 as stated in the online help and User Guide for the Hosting Solution Engine 1.9.

6. In the Device Redundancy dialog box (Devices > Device Management > Device Redundancy), there are three redundancy types available: CSM FT, CSS VIP, and CSS Box-to-Box.

7. The Hosting Solution product version 1.9 supports only CSS full redundancy and not CSS partial redundancy.

Known and Resolved Problems

Table 1 describes problems known to exist in this release. Table 2 describes the browser-related problems known to exist in this release. Table 3 describes problems resolved since the last release of the Hosting Solution Engine.


Note To obtain more information about known problems, access the Cisco Software Bug Toolkit at http://www.cisco.com/pcgi-bin/Support/Bugtool/home.pl. (You will be prompted to log into Cisco.com.)


Table 1 Known Problems in Hosting Solution Engine 1.9 

Bug ID
Summary
Explanation
     

CSCsa38199

The CLI reinitdb command does not remove user-created entities from the Hosting Solution system database.

After running the reinitdb command from the CLI, the local accounts and users are removed. However, the views and devices still appear.

Workaround: Use the recovery CD instead of the reinitdb command.

CSCsa64751

The ANI process fails to run after rebooting the Hosting Solution system.

ANI does not run if there are errors in SNMP configuration files.

Workaround: Correct the incorrect SNMP settings. Make sure the format is correct:

Include IP addresses for all entries.

Include the appropriate colons.

Make sure there are no blank lines at the end of the entries.

If the above workaround does not correct the problem, contact TAC for assistance. (See Obtaining Technical Assistance.)

CSCsb14575

Additional port information appears for LocalDirector devices in the Activate Real table.

The Port column in the Activate Real table (select Configure > Activate Real) provides additional port information for LocalDirector devices than for other devices. LocalDirector devices display port:bindID:protocol information (such as 8080:0:tcp) instead of the port number only.

CSCsb21676

After installation, ani.log reports NullPointerException.

In this situation, an external device sends SNMP traps to the Hosting Solution system shortly after the Hosting Solution system installation. Because discovery has not been run yet, the Hosting Solution system is not aware of the device and reports an exception. This situation may also occur if the external device is configured to send traps to the Hosting Solution system without the user adding the device to Hosting Solution system and running discovery.

Workaround: Add the device as a seed device and run Discovery (select Devices > Discovery > Run Discovery Now).

CSCsb27754

Hosting Solution Software identifies both CSS devices that are configured in box-to-box redundancy mode as master when the primary device fails.

If the primary device of two box-to-box redundant CSS devices becomes disabled, the Hosting Solution system reports their new master/backup status appropriately in the Manage Device Redundancy table (Devices > Device Management > Device Redundancy). That is, the original primary device is identified as backup while the original backup device is identified as master.

However, when a user selects the redundant pair and clicks Query Redundant Status in the same dialog box, the Hosting Solution system identifies both devices as master.

Workaround: To work around this issue:

1. Run discovery (select Devices > Device Management > Discovery > Run Discovery Now).

2. Delete the redundant pair (Devices > Device Management > Device Redundancy > Delete).

3. Add the redundant pair again (select Devices > Device Management > Device Redundancy).

CSCsb37584

The Hosting Solution system incorrectly displays fault tolerance status about CSS devices after partial redundancy configuration.

The Hosting Solution product does not support CSS devices that are configured for partial redundancy. If you configure CSS devices for partial VIP redundancy, you may see instances in which the Activate Real and Activate Virtual tables (Configure > Activate Real or Configure > Activate Virtual) indicate CSS services are fault tolerant when they are not.

Workarounds:

To ensure accurate fault tolerance status, establish full redundancy between the CSS devices and configure the Hosting Solution system for the redundant pair. For more information, refer to the Hosting Solution system online help.

If the devices are only partially redundant, enter them as individual devices in the Hosting Solution system.

CSCsb38252

The View Tables Edit dialog box does not maintain modified field sort order.

Step 3 of the Edit View Tables wizard (Monitor > View Tables  > Edit) lets users arrange the display sequence of columns in View Tables. While the View Tables maintain the user-specified sort order, the Re-order Data Columns dialog box does not.

CSCsb39650

When a CSS device is activated or suspended, the status in the Oper Status column reports that the status is Down.

As the device goes from one state to another, it temporarily goes to a down state. This temporary down state might appear in the Oper Status column.

Workaround: Before activating or suspending the device, select the device in the Server Activate/Suspend table (Configure > Activate Real), then click Real Time Status. Then, when you activate or suspend the device, you can view the device's status as it moves from one state to another.

CSCsb42891

Incorrect information appears instead of IP addresses for real and virtual CSM-S SSL proxy devices.

The SNMP agent on the SSL daughter card returns bad information to the Hosting Solution system for the SSL virtual IP address and the server IP address. Instead of IP addresses, you might see arbitrary strings of alphanumeric characters.

CSCsb45739

The Reports function in the Hosting Solution system displays the Delta value as octets/second instead of octets/hour.

Reports (Reports > Reports) with the Delta option selected present Y-axis values in octets per second instead of octets per hour.

CSCsb45763

Catalyst 4500 switches incorrectly appear in RouterIf report selection.

If you select Reports > Reports > Edit and then select the report SwitchIf, Catalyst 4500 switches do not appear for inclusion in the report. Instead, Catalyst 4500 switches appear in the RouterIf report selection.

CSCsb46755

After initial setup during installation of Hosting Solution Software, the SNMP daemon reports sensor errors.

After the initial installation and configuration of the Hosting Solution Software, the SNMP daemon attempts to enable the sending of hardware sensor information over SNMP. The existing sensor package on the appliance does not support the current sensing devices, resulting in No sensors found! and bind of listening port failed messages appearing on the console. This issue does not affect product functionality.

CSCsb55737

Hosting Solution system screen freezes and services status CLI command reveals ANI is running but the busy flag is set.

On rare occasions, the Hosting Solution system web interface may stop responding to input even though a check of the services through the CLI indicates ANI is running.

Workaround: Using the CLI, issue the services stop command and then the services start command. On extremely rare occasions, you may need to repeat these steps.

CSCsb56724

The Hosting Solution system indicates a virtual router cannot be deleted.

If you attempt to delete an active virtual router (Configure > CSS VIP Redundancy > Virtual Router), the Hosting Solution system displays a message stating that the content rule must be suspended in order to delete the virtual router. If you then suspend the content rule (Configure > Activate Virtual) and attempt to delete the virtual server again, the Hosting Solution system displays the same error message, indicating that the virtual router cannot be deleted.

This situation indicates that the information in the older interface (Configure > Configuration) is not synchronized with the information in the newer interface (Configure > Activate Real or Configure > Activate Virtual).

Workaround: You can delete the virtual router by running Discovery (Devices > Device Management > Discovery > Run Discovery Now) to synchronize the information in the interfaces and then deleting the virtual router.

CSCsb64311

The Hosting Solution system treats an upgraded CSS device as a new device, losing previous domain associations.

Due to a change in MIB definitions between WebNS 7.3 and 7.4 for CSS devices, the Hosting Solution system treats an updated CSS device like a new device. As a result, services previously associated with a user-defined domain for this device are no longer associated with the upgraded device.

This situation occurs when a CSS device is upgraded or downgraded between WebNS 7.3 and 7.4 and discovery has been run on the Hosting Solution system.

Workaround: Recreate the services associated with the domain when software on a CSS device is upgraded or downgraded between versions 7.3 and 7.4. The domain itself should exist after upgrade.

CSCsb65380

Cisco IOS SLB device using port 0 (zero) shows partial or no information in Views Tables.

Cisco IOS SLB devices using port 0 (zero) report only partial information to the Hosting Solution system, resulting in empty or partially empty IOS Module Statistics view tables (Monitor > View Tables), depending on the data selected for inclusion in the table.

CSCsb69159

The Hosting Solution system identifies CSS VIP redundant devices using box-to-box terminology.

In the Domain Management interface (Devices > Domains > Services > CSS Content Rule or CSS Service), CSS devices that are configured for VIP redundancy are represented as primary and redundant, which is box-to-box terminology.

Workaround: You can view CSS VIP redundancy status by selecting Configure > CSS VIP Redundancy > VIP Redundancy.

CSCsb69982

When upgrading the Hosting Solution system from 1.8.2 to 1.9, CSS devices must be reconfigured to use HTTPS.

CSS devices configured in the Hosting Solution system to use HTTPS for communications lose this configuration attribute when the Hosting Solution system is upgraded from 1.8.2 to 1.9. As a result, the Hosting Solution system cannot communicate with the CSS device when a user attempts to perform tasks in the Configure tab. These tasks include activating or suspending devices or configuring CSS VIP redundancy.

Workaround:

1. Select Devices > Device Management.

2. Select the affected CSS device and click Edit.

3. In the Set Credentials dialog box, select the checkbox labelled Use HTTPS to communicate to device when possible.

4. Complete the steps in the Configuration wizard.

CSCsb70042

The Hosting Solution system does not display device and port information for IosStats report.

If you select the IosStats report in the Reports tab, the IOS Module Statistics report window appears but does not display any devices to select for generating a report.

CSCsc19494

Hosting Solution Software 1.9 incorrectly parses certain characters when users configure Active Directory authentication through LDAP.

Hosting Solution Software 1.9 does not correctly parse all characters when a user configures Active Directory authentication. Instead, it removes surrounding quotes (" "), thereby invalidating entries that should be valid, such as those containing backslashes (\).

As a result, user authentication using Active Directory through LDAP can fail.

Workaround: None

CSCsc57491

Hosting Solution Software 1.9 sends OutOfService traps for CSM virtual servers, but does not send InService traps.

Hosting Solution Software 1.9 sends cderMonitoredExceptionEvent traps with an OutOfService cderExcepPriorityDescription for CSM virtual servers but does not send an InService cderExcepPriorityDescription with the cderMonitoredExceptionEvent trap when the service is restored.

Workaround: If possible, use the ciscoSlbVirtualStateChange trap (OID 1.3.6.1.4.1.9.9.161.2.0.1) for CSM virtual servers.

CSCse38507

When replacing a Hosting Solution 1105 appliance running software version 1.8 with a Hosting Solution 1140 appliance running version 1.9, the 1105 appliance must be upgraded to version 1.9 first or the database backup/restore fails.

Backing up the database on a Hosting Solution 1105 appliance running software version 1.8 and restoring it on a Hosting Solution 1140 appliance running version 1.9 fails.

Users who want to replace an 1105 appliance running 1.8 with an 1140 appliance running 1.9 must upgrade the 1105 appliance to 1.9 before backing up the database.

Workaround: To successfully back up a database on a Hosting Solution 1105 appliance running version 1.8 and restore it on a Hosting Solution 1140 appliance running version 1.9:

1. Upgrade the 1105 appliance to Hosting Solution Software 1.9.

2. Back up the database on the 1105 appliance.

3. Transfer the backed up database to the 1140 appliance running Hosting Solution Software 1.9.

4. Restore the database on the 1140 appliance as described in the Installation and Configuration Guide for the CiscoWorks Hosting Solution Software 1.9.

N/A

Roles are not restored from previous versions (1.8.2 and earlier) of the Hosting Solution Engine.

Due to changes in the user interface and feature structure, predefined and user-defined roles are not the same as those in earlier versions of the Hosting Solution product.

Workarounds:

Reevaluate the predefined roles to ensure users are assigned to roles appropriately.

Create new user-defined roles as appropriate for your environment.


Table 2 Browser-Related Known Problems

Bug ID
Summary
Explanation

N/A

Using Netscape 7.0, you might encounter the following GUI problems:

Pages do not refresh.

The TOC column space does not shrink.

The "Hide banner" option does not work.

The Hosting Solution product does not support Netscape 7.0; however, it does support Netscape 7.1 and 7.2.


Table 3 Resolved Problems in Hosting Solution Engine 1.9 

Bug ID
Summary
Additional Information

CSCdz25075

Syslog message data is not sent to the FTP server if no syslog messages were sent to the Hosting Solution Engine after midnight.

The syslog data is still available on the Hosting Solution system until the maximum number of messages is reached.

CSCee10357

A deleted device still appears in Views and View tables.

Some orphan data remains, but the device is not monitored. It is removed after one week.

Workaround: Add the device as "other," then delete the device before a discovery has run.

CSCee44213

Hosting Solution Engine does not discover CSM map if it contains special characters, such as "#."

This problem is resolved in Hosting Solution Engine and Software 1.9.

CSCsa44468

When a user upgrades from Hosting Solution Engine 1.8.1 to 1.8.2, all devices in the Seed column in Device Manager are shown as False. They should be True.

This situation occurs when a user upgrades from Hosting Solution Engine 1.8 to 1.8.1 to 1.8.2.

Workaround: Upgrade directly from Hosting Solution Engine 1.8 to 1.8.2.

CSCsa48541

Authentication configuration is not restored when restoring from either 1.8 or 1.8.1 to 1.8.2. The authentication is always set to Local.

This problem is resolved in Hosting Solution Engine and Software 1.9.

CSCsb04660

Beginning with Cisco IOS Release 12.1(13), SNMP does not display the IP address or name of a CSM named real server in the CISCO-SLB-MIB server table. Instead, it displays 0.0.0.0.

This problem is resolved in Cisco IOS releases 12.2(18)SXD, 12.1(22.2)E, and 12.1(22)E03.


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

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

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

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GNU General Public License

Copyright (C) 1989, 1991 Free Software Foundation, Inc.

59 Temple Place - Suite 330, Boston, MA 02111-1307, USA

Everyone is permitted to copy and distribute verbatim copies

of this license document, but changing it is not allowed.

Preamble

The licenses for most software are designed to take away your freedom to share and change it. By contrast, the GNU General Public License is intended to guarantee your freedom to share and change free software—to make sure the software is free for all its users. This General Public License applies to most of the Free Software Foundation's software and to any other program whose authors commit to using it. (Some other Free Software Foundation software is covered by the GNU Library General Public License instead.) You can apply it to your programs, too.

When we speak of free software, we are referring to freedom, not price. Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software (and charge for this service if you wish), that you receive source code or can get it if you want it, that you can change the software or use pieces of it in new free programs; and that you know you can do these things.

To protect your rights, we need to make restrictions that forbid anyone to deny you these rights or to ask you to surrender the rights. These restrictions translate to certain responsibilities for you if you distribute copies of the software, or if you modify it.

For example, if you distribute copies of such a program, whether gratis or for a fee, you must give the recipients all the rights that you have. You must make sure that they, too, receive or can get the source code. And you must show them these terms so they know their rights.

We protect your rights with two steps: (1) copyright the software, and (2) offer you this license which gives you legal permission to copy, distribute and/or modify the software.

Also, for each author's protection and ours, we want to make certain that everyone understands that there is no warranty for this free software. If the software is modified by someone else and passed on, we want its recipients to know that what they have is not the original, so that any problems introduced by others will not reflect on the original authors' reputations.

Finally, any free program is threatened constantly by software patents. We wish to avoid the danger that redistributors of a free program will individually obtain patent licenses, in effect making the program proprietary. To prevent this, we have made it clear that any patent must be licensed for everyone's free use or not licensed at all.

The precise terms and conditions for copying, distribution and modification follow.

TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION

0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License. The "Program," below, refers to any such program or work, and a "work based on the Program" means either the Program or any derivative work under copyright law: that is to say, a work containing the Program or a portion of it, either verbatim or with modifications and/or translated into another language. (Hereinafter, translation is included without limitation in the term "modification".) Each licensee is addressed as "you."

Activities other than copying, distribution and modification are not covered by this License; they are outside its scope. The act of running the Program is not restricted, and the output from the Program is covered only if its contents constitute a work based on the Program (independent of having been made by running the Program). Whether that is true depends on what the Program does.

1. You may copy and distribute verbatim copies of the Program's source code as you receive it, in any medium, provided that you conspicuously and appropriately publish on each copy an appropriate copyright notice and disclaimer of warranty; keep intact all the notices that refer to this License and to the absence of any warranty; and give any other recipients of the Program a copy of this License along with the Program.

You may charge a fee for the physical act of transferring a copy, and you may at your option offer warranty protection in exchange for a fee.

2. You may modify your copy or copies of the Program or any portion of it, thus forming a work based on the Program, and copy and distribute such modifications or work under the terms of Section 1 above, provided that you also meet all of these conditions:

a) You must cause the modified files to carry prominent notices stating that you changed the files and the date of any change.

b) You must cause any work that you distribute or publish, that in whole or in part contains or is derived from the Program or any part thereof, to be licensed as a whole at no charge to all third parties under the terms of this License.

c) If the modified program normally reads commands interactively when run, you must cause it, when started running for such interactive use in the most ordinary way, to print or display an announcement including an appropriate copyright notice and a notice that there is no warranty (or else, saying that you provide a warranty) and that users may redistribute the program under these conditions, and telling the user how to view a copy of this License. (Exception: if the Program itself is interactive but does not normally print such an announcement, your work based on the Program is not required to print an announcement.)

These requirements apply to the modified work as a whole. If identifiable sections of that work are not derived from the Program, and can be reasonably considered independent and separate works in themselves, then this License, and its terms, do not apply to those sections when you distribute them as separate works. But when you distribute the same sections as part of a whole which is a work based on the Program, the distribution of the whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardless of who wrote it.

Thus, it is not the intent of this section to claim rights or contest your rights to work written entirely by you; rather, the intent is to exercise the right to control the distribution of derivative or collective works based on the Program.

In addition, mere aggregation of another work not based on the Program with the Program (or with a work based on the Program) on a volume of a storage or distribution medium does not bring the other work under the scope of this License.

3. You may copy and distribute the Program (or a work based on it, under Section 2) in object code or executable form under the terms of Sections 1 and 2 above provided that you also do one of the following:

a) Accompany it with the complete corresponding machine-readable source code, which must be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or,

b) Accompany it with a written offer, valid for at least three years, to give any third party, for a charge no more than your cost of physically performing source distribution, a complete machine-readable copy of the corresponding source code, to be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or,

c) Accompany it with the information you received as to the offer to distribute corresponding source code. (This alternative is allowed only for noncommercial distribution and only if you received the program in object code or executable form with such an offer, in accord with Subsection b above.)

The source code for a work means the preferred form of the work for making modifications to it. For an executable work, complete source code means all the source code for all modules it contains, plus any associated interface definition files, plus the scripts used to control compilation and installation of the executable. However, as a special exception, the source code distributed need not include anything that is normally distributed (in either source or binary form) with the major components (compiler, kernel, and so on) of the operating system on which the executable runs, unless that component itself accompanies the executable.

If distribution of executable or object code is made by offering access to copy from a designated place, then offering equivalent access to copy the source code from the same place counts as distribution of the source code, even though third parties are not compelled to copy the source along with the object code.

4. You may not copy, modify, sublicense, or distribute the Program except as expressly provided under this License. Any attempt otherwise to copy, modify, sublicense or distribute the Program is void, and will automatically terminate your rights under this License. However, parties who have received copies, or rights, from you under this License will not have their licenses terminated so long as such parties remain in full compliance.

5. You are not required to accept this License, since you have not signed it. However, nothing else grants you permission to modify or distribute the Program or its derivative works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all its terms and conditions for copying, distributing or modifying the Program or works based on it.

6. Each time you redistribute the Program (or any work based on the Program), the recipient automatically receives a license from the original licensor to copy, distribute or modify the Program subject to these terms and conditions. You may not impose any further restrictions on the recipients' exercise of the rights granted herein. You are not responsible for enforcing compliance by third parties to this License.

7. If, as a consequence of a court judgment or allegation of patent infringement or for any other reason (not limited to patent issues), conditions are imposed on you (whether by court order, agreement or otherwise) that contradict the conditions of this License, they do not excuse you from the conditions of this License. If you cannot distribute so as to satisfy simultaneously your obligations under this License and any other pertinent obligations, then as a consequence you may not distribute the Program at all. For example, if a patent license would not permit royalty-free redistribution of the Program by all those who receive copies directly or indirectly through you, then the only way you could satisfy both it and this License would be to refrain entirely from distribution of the Program.

If any portion of this section is held invalid or unenforceable under any particular circumstance, the balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances.

It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims; this section has the sole purpose of protecting the integrity of the free software distribution system, which is implemented by public license practices. Many people have made generous contributions to the wide range of software distributed through that system in reliance on consistent application of that system; it is up to the author/donor to decide if he or she is willing to distribute software through any other system and a licensee cannot impose that choice.

This section is intended to make thoroughly clear what is believed to be a consequence of the rest of this License.

8. If the distribution and/or use of the Program is restricted in certain countries either by patents or by copyrighted interfaces, the original copyright holder who places the Program under this License may add an explicit geographical distribution limitation excluding those countries, so that distribution is permitted only in or among countries not thus excluded. In such case, this License incorporates the limitation as if written in the body of this License.

9. The Free Software Foundation may publish revised and/or new versions of the General Public License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns.

Each version is given a distinguishing version number. If the Program specifies a version number of this License which applies to it and "any later version", you have the option of following the terms and conditions either of that version or of any later version published by the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation.

10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission. For software which is copyrighted by the Free Software Foundation, write to the Free Software Foundation; we sometimes make exceptions for this. Our decision will be guided by the two goals of preserving the free status of all derivatives of our free software and of promoting the sharing and reuse of software generally.

NO WARRANTY

11. BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY FOR THE PROGRAM, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES PROVIDE THE PROGRAM "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU. SHOULD THE PROGRAM PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING, REPAIR OR CORRECTION.

12. IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER, OR ANY OTHER PARTY WHO MAY MODIFY AND/OR REDISTRIBUTE THE PROGRAM AS PERMITTED ABOVE, BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PROGRAM (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE PROGRAM TO OPERATE WITH ANY OTHER PROGRAMS), EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. END OF TERMS AND CONDITIONS.