Cisco Technical Support
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Vol.8, No.4 Unmatched Online Technical Support April 2006



  • Recovering your forgotten user ID and password
  • Important notices
Cisco Recognized by J.D. Power
and Associates

Cisco was recently recognized as the first global networking company to be awarded the J.D. Power and Associates Certification for providing "An Outstanding Customer Service Experience." A blue-ribbon panel of industry leaders from more than 50 leading technology companies has awarded this prestigious certification for delivering outstanding customer support worldwide for the Cisco product line.

This certification, presented through the Certified Technology Service and Support (CTSS) program, is awarded based on the following criteria:

  • Demonstration of high customer satisfaction
  • Rigorous audit of a company's internal policies and procedures

J.D. Power and Associates has over 30 years of expertise in recognizing customer satisfaction and is a brand that is synonymous with high quality and excellent service. This new certification program was developed jointly by J.D. Power and Associates and the Service and Support Professionals Association (SSPA) to assist customers in identifying companies that have demonstrated technical support excellence before selecting what products to purchase.

"With Cisco's sophisticated networking product line, earning this certification for global technical support is a huge accomplishment," said Bill Rose, the founder and executive director of SSPA. "Prospective Cisco customers can now buy with the knowledge that the Cisco support team can help them achieve success with their products."

J.D. Powers and Associates comprehensive evaluations of Cisco's support operations included on-site audits at three locations in North and Central America. Satisfaction data was collected from customers who recently used Cisco's technical support services.

For more information on this recognition, please visit:

NEWS UPDATES     Back to top

Cisco Product Identification Tool - UPDATE:
Instructions Now Available for Electronic Retrieval of Serial Numbers

The recently updated Cisco Product Identification Tool now includes instructions for using CLI or SNMP commands to retrieve serial numbers from selected products electronically. You can also now access a listing of product IDs associated with the illustration. To view these new features, search or browse for the Cisco Catalyst 6509 Switch.

Accurate and accessible serial number information is important to you and to Cisco. The Cisco Product Identification Tool provides detailed descriptions, instructions for electronic retrieval, and illustrations showing the location of product serial number labels. This information can be used for inventory purposes and for ensuring that you receive the appropriate level of technical support.

Visit the Cisco Product Identification Tool today at:
(available only to registered customers with a valid service contract)

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

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Cisco Technical Support & Documentation Website - UPDATE:
Updated Support Pages Feature Customers' Most Requested Documents

Cisco recently began introducing a new functionality across the Technical Support & Documentation Website. The new Most Requested Documents section -- located at the top of select Product Support pages -- displays documents that were most frequently accessed by customers during the previous month. By placing these documents in one location, you can more easily find the information that is most important to you.

Visit the following technology pages today to access their Most Requested Documents:

Security and VPN


Voice and IP Communications


More pages are scheduled to be updated in the upcoming months.

You may have also noticed some updates to the Cisco Technical Support Newsletter this month. These recent updates include:

  • "New Field Notices" section - Recently published Field Notices now appear under a separate heading, broken out by technology.

  • "Updated Technical Tips" section - Technical Tips that recently received major updates can be accessed here.

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Cisco TAC Case Collection - UPDATE:
Recent Updates Enhance Search and Navigation

If you are a customer registered with and have a valid service contract, you can now benefit from enhanced search and navigation to locate over 3,800 Cisco TAC Case Collection Solutions to common network issues. These solutions are developed from actual cases that have been resolved by Cisco TAC Engineers.

Thanks to a recent update, the Cisco TAC Case Collection now highlights those words that strongly correlate with your Free Text Query and are linked with Solutions. In addition, the Guided Search has been updated to display only those values with Solutions. To view all values for Guided Search select "Show all answers."

Visit the TAC Case Collection today at:
(available only to registered customers with a valid service contract)

Note: Due to the dynamic nature of the TAC Case Collection content, Cisco recommends using Microsoft Internet Explorer 5.5, Netscape 6.0, or later versions.

Be sure to check out the Cisco TAC Collection Solutions located in the New Technical Tips and New Field Notices sections of this newsletter.

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US Cisco Networkers 2006 Conference - UPDATE:
Early Bird Discount Expires on April 21

The Early Bird discount of US$400 for US Cisco Networkers 2006 expires April 21. This year's conference will be held June 18-23 in Las Vegas, NV, and includes:

  • Six days of intensive training
  • A free Cisco Career Certification exam (a US$300 value)
  • John Chambers' keynote speech
  • An opportunity to meet with thousands of technical colleagues and more than 100 partners

When registering, choose from more than 200 Technology Breakout Sessions, full-day Techtorials, labs, Birds of a Feather sessions, and more. Because many sessions fill quickly, you are encouraged to register early so you can enjoy the sessions and testing opportunities most important to you.

Register for US Cisco Networkers 2006 and immediately build your schedule today at:

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CCIE Central - UPDATE:
Change to Documentation Access in Lab Exams

While access to Cisco product documentation will still be available during CCIE lab exams at the Documentation Website (UniversCD), candidates will no longer be able to use the search function on that site. The search has been disabled due to a change in the way product documentation is maintained at Cisco. As a workaround, candidates should be prepared to use the drop-down index to navigate the Documentation Website.

Candidates may want to spend more time becoming familiar with the index and practicing how to quickly locate relevant information. Candidates can check their specific due date (at Certification Status) and easily reschedule exams online at:

Note: Candidates who want to reschedule their lab date should remember that changes to CCIE lab exam dates or locations must be made at least 28 days before the scheduled date. The last day to make a change is the Lab Exam Due Date, after which no changes are allowed. Candidates who do not show up on the day of their scheduled exam will not be eligible for a refund.

Please contact CCIE customer support at for questions or assistance.

In conclusion to the announcement posted in our November issue, the CCIE Program is pleased to announce the availability of the CCIE Voice lab exam in Sydney, Australia. Online scheduling is now available for this location.

Note: Candidates thinking of taking their exam in Sydney should be aware that the US$1250 cost of the CCIE lab is subject to GST taxes; prices may vary due to exchange rates.

For more information regarding the CCIE Voice lab preparation, visit the Lab Exam preparation page at:

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Cisco Marketplace - UPDATE:
Special DVD Offer for Registered Users

The Product Documentation DVD offers a comprehensive library of Cisco product documentation on a portable medium. If you are a registered user, you can order an evaluation copy of the DVD at the first-time low price of US$20. To take advantage of this offer, simply visit the Product Documentation Store below, and enter DOC-DOCDVD=EVAL in the search field.

"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 direct you quickly to the documentation for your products.

Highlights of the April release include documentation for the following:

  • Cisco Catalyst 3750 Metro Switch Getting Started Guide
  • User Guide for Campus Manager 4.0.3 (with LMS 2.5.1)
  • Cisco Catalyst Blade Switch 3030 Command Reference, Rel. 12.2(25)SEE

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

Visit the Product Documentation Store today at:
(available only to registered users)

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Networking Professionals Connection - UPDATE:
Upcoming "Ask the Expert" Events and TechTalks

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.

Upcoming events on Networking Professionals Connection include:

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

    • "IPSec VTI and Network-Based Security Services," now through April 21
    • "Wireless Security," now through April 21
    • "Configuring and Troubleshooting Cisco NAC Appliance," April 24 through May 5
    • "Configuration and Troubleshooting Remote-Access VPNs," April 24 through May 5

    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 any time:

To attend an event or participate in a discussion forum, visit Networking Professionals Connection at:

NEW TECHNICAL TIPS     Back to top

Cisco IOS

Tech Note:
Cisco IOS Software Release 12.2SB

Cisco TAC Case Collection Solution:
Router Loads Cisco IOS Software Successfully after an Upgrade Using the "xmodem" Command, Yet No File Is in the Flash

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Content Networking

Password Recovery:
Procedure for the AON Node

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LAN Switching

Tech Note:
Common Issues with Cisco Catalyst 4500 Switches That Run Cisco IOS Software

Cisco TAC Case Collection Solution:
How to Configure VLANs with the Cisco Catalyst Fixed Configuration Switches

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Tech Note:
STM4 Circuit Fails during Transport through a Third Party Carrier

Tech Note:
Tune the CTC HEAP Variables on the PC to Improve CTC Performance

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Security and VPN

Configuration Example:
IPSec Tunnel between PIX 7.x and VPN 3000 Concentrator

Configuration Example:
PIX 7.x to Support IPSec over TCP on Any Port

Configuration Example:
SMTP and ESMTP Connections Inspection with Cisco IOS Firewall

Configuration Example:
Cisco Easy VPN with a Cisco ASA 5500 as the Server and Cisco 871 as the Easy VPN Remote

Configuration Example:
ASDM: Restrict the Network Access of Remote Access VPN Users

Configuration Example:
Cisco 7200 Easy VPN Server to 871 Easy VPN Remote

Configuration Example:
PIX 7.x: Set a Connection Timeout Based on an Access-List

Security Advisory:
Response to Cisco PIX Embryonic State Machine TTL(n-1) DoS and Cisco PIX Embryonic State Machine 1b Data DoS

Cisco TAC Case Collection Solution:
How to Upgrade the Cisco PIX Firewall Software in a Failover Scenario

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Voice and IP Communications

Configuration Example:
Cisco 7970 IP Phone: Set the Time Zone

Tech Note:
Cisco CallManager Cannot Open the DC Directory

Tech Note:
Cisco Unity for Lotus Domino - Manually Update the Lotus Domino Directory

Tech Note:
Cisco Unity Server: Failure to Retrieve Voicemail Messages after Exchange Recovery

Tech Note:
Cisco Personal Communications Assistant Scalability

Tech Note:
Cisco Unity Express Installation and Upgrade Guide

Tech Note:
User Rights for the Installation of ICM/IPCC Enterprise and Hosted Editions Version 7.x

Tech Note:
Cisco CallManager Express: Create a Customized Background Image for the 7970 IP Phone

Tech Note:
Call States Sent to SCCP Endpoints by Cisco CallManager

Cisco TAC Case Collection Solution:
In the Cisco CallManager 4.0 cluster, RTMT Sends Alerts about Low Memory Availability on the Publisher and That SQL Uses Most of the Memory

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Configuration Example:
WLAN Controller Failover for Lightweight Access Points

Wireless LAN Controller (WLC) Troubleshoot

Tech Note:
LWAPP Decodes Enablement on WildPackets OmniPeek and EtherPeek 3.0 Software

Tech Note:
Wireless LAN Controller IDS Signature Parameters

Cisco TAC Case Collection Solution:
How to Update Access Point Firmware Using TFTP when it Is Not Possible to Perform Update through the HTTP Interface

NEW FIELD NOTICES     Back to top

Broadband Cable

SCA BB 3.0.0 - Link Failure-reflection and Connection-mode Are Not Saved Correctly to the Startup Config - Upgrade

SCA BB 3.0.x - HTTP Redirection for Some Browsers - Upgrade

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15454-32-WSS - Optical Channels Cannot Be Added to an ROADM-Based Network after Software Upgrade to Release 6.0.1 or Release 7.0

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CRS-8: AC Power Supplies May Encounter Hang, Communication to the Power Supply Is Lost; Workaround or RMA for Fix

Cisco TAC Case Collection Solution:
Router Loses Configuration due to Wrong Config-Register Value

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Security and VPN

IDS/IPS - Sensor Software Versions 5.0(X) or 5.1(X) May Become Unresponsive on Daylight Savings Time Boundary Transition - Service Pack Update Required

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Voice and IP Communications

IP Phone Firmware 7.2(2), 8.0(1) and 8.0(2) Cause Handset Audio to Be Too Loud

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Cisco Aironet 1240 AG Access Point Mounting Bracket


If you would like to view Technical Tips that have recently received major updates, visit the Updated Technical Tips page at:
(available to non-registered users)
(available only to registered users)


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