Cisco Technical Support
Cisco Logo
Vol.7 No.9 Unmatched Online Technical Support September 2005

New Portal Addresses Small and Midsized Business Support Needs

Cisco recently introduced the Cisco SMB Support Assistant Portal and Client application -- management tools designed specifically for small and medium-sized businesses (SMBs). This secure portfolio of tools performs many of the activities necessary to access information and inventory, as well as provides device management and technical support tools for covered Cisco networking devices.

The Cisco SMB Support Assistant Client is the application stored locally on your computer's hard drive. This application runs the tools necessary to perform a particular task and interacts with the Portal in launching the appropriate support function. The Cisco SMB Support Assistant Portal provides technical support that helps deliver timely resolution to the issues typically encountered by SMBs.

You can use the portal to:

  • Access and administer Cisco SMB Support Assistant contracts

  • Access and manage device inventory

  • Set up, manage, configure, or troubleshoot products

  • Add devices to your network and quickly assign an IP address through a simple step-by-step process

  • Recover a password using a password recovery wizard

  • Perform network "health checks" to identify potential problems

  • Access documentation that assists in identifying a problem and potential solution

  • Retrieve instructional documents about basic network configuration scenarios

  • Update client software

  • Open a service request online and receive a timely response from a Cisco SMB Support Assistant technical support agent

For more information on the Cisco SMB Support Assistant Portal, visit:

NEWS UPDATES     Back to top

Cisco TAC Service Request Tool - UPDATE:
Updates Simplify the Service Request Creation Process

Based on your feedback, Cisco is currently making updates to the TAC Service Request Tool (TSRT) that will simplify the service request creation process. The TSRT allows you to open severity 3 and 4 service requests quickly on the Web with the Technical Assistance Center (TAC), and to check the status of those requests.

Updates to the TSRT include:

  • Making the "Auto-suggest" and "File Upload" features optional steps (available now).
  • Improving the voice technology problem definition options so they are more intuitive and more closely match your issue. This will ensure that your service request is assigned to the most appropriate TAC engineer (available in early October).

Visit the Cisco TAC Service Request Tool today at:
(available to registered users only)

Not registered with Visit the URL below to register and begin taking advantage of this and many other useful tools:

    Back to top

Cisco Marketplace - UPDATE:
New Product Documentation Available Online and on DVD

"What's New in Cisco Documentation" is an online publication that provides information on the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to quickly direct you to the documentation for your products.

Documents available for purchase in the Product Documentation Store are identified with a "Buy it Now" link and corresponding DOC- number (for example, DOC-7816181=). Enter the DOC- number into the store's search field to locate the specific document desired.

Highlights of the September release include documentation for these products:

  • Cisco ONS 15454 SONET Procedure Guide, Release 6.0
  • Cisco ONS 15454 SDH Procedure Guide, Release 6.0
  • Cisco ONS SONET TL1 Command Guide, Release 6.0
  • Cisco ONS 15454 DWDM Installation and Operations Guide, Release 6.0
  • Ethernet Card Software Feature and Configuration Guide for the Cisco ONS 15454, Cisco ONS 15454 SDH, and Cisco ONS 15327, Release 6.0

You can view the latest release of "What's New in Cisco Documentation" at:

Also available for purchase is the Cisco Product Documentation DVD -- a comprehensive library of technical product documentation made available on a portable medium that is available in a single issue or through a subscription. The DVD contains installation and configuration guides, command guides, and many other resource documents regarding Cisco products.

For a limited time, save an additional US$100 off the DVD subscription order when you enter promotion code DOCSUB1A6. Offer expires October 31, 2005.

We are interested in your feedback. Fill out the survey with your purchase and get a free gift.

Visit the Product Documentation Store today at:

    Back to top

Networking Professionals Connection - UPDATE:
Online Community Honored by the Web Marketing Association

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 online community was recently awarded the 2005 Standard of Excellence "WebAward" from the Web Marketing Association for outstanding achievement in Website development.

For more information on the WebAwards, visit:

Upcoming events on Networking Professionals Connection include:

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

    • "CCIE Service Provider," now through September 23
    • "Application-Oriented Networking (AON)," now through September 23
    • "CCIE Routing and Switching," September 26-October 7
    • "Configuration and Troubleshooting of Catalyst 4000 and 4500 Based Platforms," September 26-October 7

    Note: "Ask the Expert" events are subject to rescheduling. Please refer to the URL above for the most current schedule.

  • 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 or participate in a discussion forum, visit Networking Professionals Connection at:

    Back to top

CCIE Central - UPDATE:
Updates to Routing and Switching Lab Exam

On January 1, 2006, all CCIE Routing and Switching lab locations will introduce the Cisco 3825 Integrated Services Router into the exam racks. This router supports Ethernet, Fast Ethernet, and Gigabit Ethernet interfaces, and will eventually replace the 2600 and 3600 series models.

In addition, the accompanying Cisco IOS Software releases will be upgraded:

  • 12.2 mainline for Cisco Catalyst 3550 switches
  • 12.3 mainline for the Cisco 2600 and 3600 series routers
  • 12.4 mainline for Cisco 3700 and 3800 series routers

Note: Although these updates will take several weeks to implement fully, you should familiarize yourself with the updated Cisco IOS Software releases and equipment before taking a CCIE Routing and Switching exam on or after January 1, 2006.

Learn more about CCIE Routing and Switching certification at:

NEW TECHNICAL TIPS     Back to top

Broadband Cable

Field Notice:
uBR10k: PRE May Crash when Executing the Command "Show Access-lists"

    Back to top

Cisco IOS

Tech Note:
Cisco IOS Software Release 12.3(7)JX

Tech Note:
Cisco IOS Software Release 12.3(14)YT

Tech Note:
Cisco IOS Software Release 12.3(14)YU

Tech Note:
Cisco IOS Software Release 12.3(14)YM

Cisco TAC Case Collection Solution:
"tftpdnld" ROMmon Command Recovery Procedure Fails due to Invalid Syntax or Variables

    Back to top

Content Networking

Field Notice:
GSS 4491 Blinking LED Caused by Incorrect BIOS Version

    Back to top


Tech Note:
Monitor Synchronization Performance and Troubleshoot Timing Alarms on ONS 15454

Tech Note:
BITS Wiring Information and Looped BITS Timing on ONS 15454

Tech Note:
Password Recovery Procedure for ONS 15327, ONS 15454, and ONS 15600

Field Notice:
ONS 15454 Deploying CTC Release 4.0.0 through Release 5.0.2 with a TCC2

Field Notice:
ONS 15310-CE-100T-8(=) and 15310-ML-100T-8(=) ROMmon Firmware Boot-up Issues

Field Notice:
15454E-XC-VXL2.5G Cards Have Incorrect Hardware ID Programmed in the Flash

    Back to top


Field Notice:
PA-MC-E3 May Experience Loss of Signal (LOS)

Cisco TAC Case Collection Solution:
T1 and E1 Combination Port Adapter Does Not Show up in the "show run" or "show version" Command Output due to the Card Type Command Not Being Configured

    Back to top

Security and VPN

Tech Note:
VPN 3000 Concentrator - How to Copy the Configuration File

Security Advisory:
Cisco Clean Access Unauthenticated API Access

Security Advisory:
SSL Certificate Validation Vulnerability in IDS Management Software

Security Advisory:
Cisco Intrusion Prevention System Vulnerable to Privilege Escalation

Security Advisory:
Response to BugTraq - Cisco Clean Access Agent (Perfigo) Bypass

Cisco TAC Case Collection Solution:
Only One VPN Client with NAT Connects to the VPN Tunnel

    Back to top

Voice and IP Communications

Tech Note:
Avaya Definity PG Fails to Support Seven-digit Extensions

Tech Note:
Microsoft SQL Server 7.0 Setup Configuration for ICM 4.5.x and 4.6.x

Tech Note:
Script Editor Access Error

Tech Note:
Problems That Occur when Microsoft SQL Server Back-up and Cisco ICM Run Simultaneously

Tech Note:
Recording Step in CRS Scripting Fails

Tech Note:
CTIOS Agent Softphone Login Failure

Field Notice:
Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft August 2005 Security Updates

Field Notice:
Cisco CallManager 4.1(3) May Prevent Manually Added IP Phones from Booting-up

Cisco TAC Case Collection Solution:
Cisco CallManager and MGCP Gateway -- Some Inbound Calls from PSTN through T1 PRI Are Not Routed Inside; A Fast Busy Signal Is Received

    Back to top


Tech Note:
Intermittent Connectivity Issues in Wireless Bridges

Field Notice:
Cisco 4100 Series Wireless LAN Controllers Running Software Version 2.x ARP Cache Corruption Issue

Cisco TAC Case Collection Solution:
What Is a Guest VLAN and How Do You Configure a Guest VLAN?


Forget Your User ID or Password?
Your user ID is usually your first initial followed by your last name; for example, John Doe's user ID might be "jdoe." If you can't remember your password, send a blank e-mail message to An automatic check will verify that your e-mail address is registered with Account details with a new random password will be e-mailed to you.

Important Notices:
© 1992-2005 Cisco Systems, Inc. All rights reserved.

Terms and Conditions, Privacy Statement, Cookie Policy, and Trademarks of Cisco Systems, Inc.