Cisco® Technical Support
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Vol.6 No.6 March 17, 2004 Unmatched Online Technical Support

In This Issue:

Letter from the Editor


Other News

New Technical Tips
Newsletter Archive

About This Newsletter

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Letter from the Editor


Welcome to the second March issue of the Cisco Technical Support Newsletter!

This issue includes a feature article about new video-on-demand presentations that focus on two popular Cisco Technical Support Website tools: the Cisco TAC Case Collection and the Cisco Output Interpreter. These free, online presentations can show you how to make the best use of these tools. You'll find this feature article immediately after my signature below.

Here are the other topics we'll cover in this issue:

  • The upcoming Cisco TAC Service Request Tool
  • New survey and upcoming events at Networking Professionals Connection
  • An upcoming CCIE Security exam update and a new promotion for individuals with CCNP® certification working toward CCIE certification

Please feel free to send this message to anyone you know who might find this information useful. And, if you have any questions or comments about this newsletter, you can send an e-mail message to

- S. Bailey
Cisco Technical Support News Editor


Technical Support Tools Training - NEW:
Videos on Demand Show How to Use Online Support Tools

Free instructional videos on demand (VoDs) are now available for two of the Cisco Technical Support Website's most popular tools. These VoDs, each lasting seven to twelve minutes, teach you how to use the following tools efficiently and effectively:

  • The Cisco TAC Case Collection, which can help you quickly find solutions to common issues, "How to" topics, and related resources for Cisco products and technologies. The tool provides support for dial, frame relay, IP routing protocols, LAN switching, router and IOS® architecture, network security, voice, and wireless.

  • The Cisco Output Interpreter, which provides detailed analyses of the output of over 125 "show" commands, including "show align," "show tech-support," and tracebacks. You can use this tool to troubleshoot Cisco routers, switches, and PIX® firewalls running Catalyst® OS, Cisco IOS®, Integrated IOS, and PIX OS.

Each VoD offers several viewing and/or listening options, including Windows Media Player, Microsoft PowerPoint, MP3, and HTML.

To access these valuable training resources, click the video icon on each of the tool pages listed below:

Cisco TAC Case Collection:
(available to registered users only)

Cisco Output Interpreter:
(available to registered users only)

To learn even more about these tools and other time-saving Cisco Technical Support Website resources, view a Cisco Technical Support Seminar at:
(available to all users, but this standalone site requires registration separate from

Other News

Cisco TAC Service Request Tool - NEW:
Single Tool to Replace TAC Service Request Open and Query Tools

By the end of March 2004, Cisco plans to release the new online TAC Service Request Tool. This tool will replace the TAC Service Request (Case) Open and TAC Service Request (Case) Query tools.

The new TAC Service Request Tool will incorporate all the functions of the existing tools, including 24-hour access to open, update, and track your service requests with the TAC. In addition, the tool will include the following features:

  • Provides clearer, shorter steps for creating service requests
  • Suggests potential solutions immediately after you describe the problem
  • Accepts product serial numbers instead of only contract numbers
  • Allows you to select contract numbers recorded in your profile

The TAC Service Request Tool will use the new Cisco service request terminology: "service request" for "case," "severity" for "priority," and "service line" for "contract type," and the new service request numbering scheme, which is nine digits starting with a "6." (The previous scheme used one letter followed by six digits.)

To preview the new tool, go to:

To use the TAC Service Request Tool, you must have an active contract and current personal contact information in your profile. You can update your profile at:
(available to registered users)

If you have any questions or comments about the new Cisco TAC Service Request Tool, send an e-mail message to

Networking Professionals Connection - UPDATE:
New Survey, Upcoming Events

Networking Professionals Connection is an interactive website where you can discuss Cisco networking products and technologies with Cisco experts and networking professionals around the world. This month, the site has a new user survey and two "Ask the Expert" events to announce.

Each year, Networking Professionals Connection conducts an online survey to measure user satisfaction and to solicit suggestions for improving the website. If you are a Networking Professionals Connection user, please take a few minutes to complete this survey at:

Upcoming events at Networking Professionals Connection include:

  • "Ask the Expert" events allow you to discuss specific networking issues online with Cisco engineers:

    • "CCIE Voice," now through March 26
    • "Implementing WebVPNs on Cisco VPN3000 Concentrator," now through March 26
    • "MPLS Operations and Management and VPN Services," March 29-April 9
    • "IP Communications," March 29-April 9

  • TechTalks are online webcasts that focus on particular technology areas. You can view the latest event schedule, register to attend a live session, and view archived presentations on the web anytime:

To attend an event, participate in a discussion forum, or invite a friend to join the community, visit Networking Professionals Connection at:

CCIE® Central - UPDATE:
Updated Security Exam in June; Promotion for Individuals with CCNP Certification

Through written tests and hands-on lab exams, the CCIE program identifies world-class Cisco experts capable of creating and maintaining highly secure business-ready networks. The program plans to release an updated version of its written Security exam on June 1, 2004.

The updated exam will provide added focus on the following areas:

  • Standalone Intrusion Detection System (IDS) sensors, which provide highly accurate threat detection and rapid response to security breaches.

  • Standalone VPN concentrators, which create secure tunnels into the enterprise and improve the security of branch operations and remote employees.

  • The VPN/Security Management System (VMS), a powerful web-based system for configuring, deploying, and troubleshooting complex secure networks.

  • The AES and EAP wireless protocols, which support secure wireless access to devices across the enterprise.

The CCIE program also has begun a new promotion for individuals with CCNP certification working toward CCIE certification. From now through June 30, 2004, any CCNP who registers and takes a CCIE written exam is eligible to enter a drawing for CCIE Practical Studies from Cisco Press®. This two-volume set, valued at US$150, can help CCIE candidates prepare for the hands-on lab exam. One winner will be drawn each month.

For more information on the CCIE program and the CCNP promotion, visit the CCIE website at:

New Technical Tips

Broadband Cable

Tech Note:
Obtain Power Measurements of a DOCSIS Downstream Signal Using a Spectrum Analyzer

Content Networking

Tech Note:
Distributed Director Configuration Example Overview

Customer Contact Software

Tech Note:
Cisco Supervisor Desktop Issues with Internet Connection Firewall on Windows XP

Tech Note:
Unable to Log in to Cisco Agent Desktop - Licensing Error

Tech Note:
Cisco Agent Desktop ID Appears in Cisco Desktop Administrator but Does Not Exist in the Resource Manager Subsystem

Tech Note:
No Agent or SkillGroup Found Using Default Route - Event ID 490

Tech Note:
WebView Fails to Retrieve Cisco ICM Events

Why Does Installing Cisco Extension Mobility Fail with CRS under Cisco CallManager 3.3(2)?

Field Notice:
Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft February 2004 Security Updates

IBM/SNA and Token Ring

Tech Note:
FRAS States Defined

LAN Switching

Tech Note:
Common Causes of Slow IntraVLAN and InterVLAN Connectivity in Campus Switch Networks

Field Notice:
WS-SUP720 Diagnostic LED is No Cause for Concern

Network Management

Field Notice:
CyberSource and Cisco Building Broadband Service Manager (BBSM)


Field Notice:
ONS 15454-ML100-12 Ethernet Card Transmitter Lock-Up and EQPT Alarm Issue

Security Advisory:
Cisco Security Advisory: Cisco ONS 15327, ONS 15454, ONS 15454 SDH, and ONS 15600 Vulnerabilities

Security and VPN

Configuration Example:
Configure E-mail Notifications with Scripts for IDS Alerts Using CiscoWorks Monitoring Center for Security

Configuration Example:
Handle VoIP Traffic with the PIX Firewall

Field Notice:
After Upgrading to 4.1 CVPN3005, Users May Experience a Failure to Generate SSL Certificates and a Failure to Save Their Configuration File due to a Corrupt Compact Flash Image


Tech Note:
Cisco MeetingPlace for Outlook Invitations Are Blank

Tech Note:
Cisco MeetingPlace for Outlook Tab Is Missing

Tech Note:
Cisco MeetingPlace for Outlook Form Does Not Schedule Meetings

Tech Note:
Cisco MeetingTime Frequency Option "Monthly by Day of Week" Is Not Available

Tech Note:
Lotus Notes Notifications Do Not Display the "Click to Attend" Link for the Cisco MeetingPlace Scheduler

Tech Note:
Cisco MeetingPlace for Outlook Sends Error "You Do Not Have Network Connection to the MeetingPlace Web Server"

Tech Note:
Cisco MeetingPlace for Lotus Notes Experiences Error "Unable to Connect to Server" Followed by "Unable to Initialize with MeetingPlace SDK"

Tech Note:
Cisco MeetingPlace DNIS Access to Flex Menu Applications Configuration

Tech Note:
Install Memory Modules in an MCS 7835, MCS 7845, MCS 7855, or MCS 7865 Series Server

Tech Note:
Change the SS7 M3UA SUA Alarm Severity to Avoid Failover in the Cisco PGW 2200

Tech Note:
Patch Upgrade Procedure for Cisco PGW 2200 Release 9.2 and Later

Tech Note:
Cisco PGW 2200 Softswitch for Call Control Mode: MGCP RSIP Design Items Using the "ip host" Command

Tech Note:
User Unable to Log in to SQL Query Analyzer after Upgrading from Cisco CallManager 3.x to 4.x

Tech Note:
Cisco MeetingPlace Name-Recording Prompt Disablement

Tech Note:
Cisco MeetingPlace Caller Experiences Dead Air, Ring No Answer, and Busy Signal

Tech Note:
Delete a Cisco MeetingPlace Meeting with Microsoft Outlook and All Meetings with the Same ID Are Erased

Cisco CallManager 4.0 Software Upgrade

Field Notice:
Cisco Unity™ - ASN.1 Vulnerability Could Allow Code Execution - Microsoft Security Bulletin MS04-007

Field Notice:
Cisco MeetingPlace for Outlook Notifications Not Being Received


Tech Note:
The "cnfnodeparm" Command Parameters for IGX 8400/BPX® 8600 Switches

Field Notice:
CSCed47179 and CSCdz25345 May Cause Loss of Entire Switch Configuration


Field Notice:
Cisco Aironet® MP21G: Compliance Label Not Included with Some Upgrade Modules

Newsletter Archive

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Important Notices:
Copyright© 2004 Cisco Systems, Inc. All rights reserved. Cisco, Cisco Systems, the Cisco Systems logo, Aironet, BPX, Catalyst, CCIE, CCNP, Cisco IOS, Cisco Press, Cisco Unity, IOS, PIX, and Unity are registered trademarks or trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0303R)

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