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Vol.7 No.2 February 2005 Unmatched Online Technical Support

In This Issue:

Letter from the Editor

News Updates

New Technical Tips
Newsletter Archive

About This Newsletter

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  • Important notices

Letter from the Editor


Welcome to the February issue of the Cisco Technical Support Newsletter!

Here are the topics we cover in this issue:

  • Features of the online Cisco Technical Support Advisor
  • Registration now open for the US Networkers 2005 Conference
  • New functionality for Cisco TSRT and SVO Submit Tool
  • New knowledge base added to Cisco TAC Case Collection
  • Upcoming events at Networking Professionals Connection
  • Cisco Technical Support Seminars available on demand

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, please send an e-mail message to

- Cisco Technical Support News Editor

News Updates

Cisco Technical Support Advisor - SPOTLIGHT:
Quickly Find the Support Documentation and Tools You Need

Cisco Technical Support Advisor is a search tool that provides highly targeted search results based on your selected combination of Cisco networking device and software. This online tool can quickly point you to the appropriate resources, such as documentation and tools, on the Cisco Technical Support Website.

You can use the Technical Support Advisor to find:

  • Configuration guides and examples for your device and software
  • Password recovery and other troubleshooting documents for your device
  • Even more specific documents from an already small group of suggested documents
  • Software installation/upgrade instructions for your device, as well as hardware installation documentation

Visit the Technical Support Advisor 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:

US Networkers 2005 Conference - NEW:
Las Vegas Site of This Year's "Must-Attend" Networking Event

If you are a technical professional, do not miss the opportunity to update your technical skills at Networkers 2005. This year's US Networkers Conference will be held June 1924 in Las Vegas, NV.

Networkers is an annual event that allows you to interact with Cisco engineers and thousands of your peers, and explore the latest networking technologies from Cisco and valued Cisco partners.

At Networkers 2005, you can:

  • Increase your knowledge through more than 200 Technology Breakout Sessions for designing, deploying, and troubleshooting a variety of networking solutions

  • Meet face-to-face with Cisco fellows, distinguished engineers, and Cisco technical leads

  • Choose from more than 20 all-day Techtorials on topics such as "Network Management Best Practices" and "Security for the Enterprise Network Engineer"

  • Update your qualifications by taking one complimentary Cisco Career Certification exam, including CCSP, Cisco Voice, and the CCIE written exam (a US$300 value)

  • Extend your Networkers education all year long with a complimentary subscription to Networkers Online

  • Experience the latest Cisco and Cisco partner offerings in the World of Solutions

  • Socialize with thousands of other technical professionals at the Customer Appreciation Event at the Palms Casino Hotel on June 23

Register now and save US$400 at:

Cisco TSRT and SVO Submit Tool - UPDATE
New Functionality Improves Device Serial Number Matches

On March 15, 2005, Cisco will add serial-number scrubbing to the TAC Service Request Tool (TSRT) and the SVO Submit Tool. If the device serial number you enter is not found, these tools will automatically attempt to correct common entry mistakes and search again.

These tools make corrections such as:

  • Removing all non-alphanumeric characters, leaving only letters and numbers
  • Removing the first character if the rest of the serial number is all numeric
  • Swapping 0 for O, 1 for I, 2 for Z, 5 for S, 6 for G, 8 for B, and vice versa for 11-digit serial numbers

Serial-number scrubbing will be automatic, nearly instantaneous, and will improve serial number matches for you.

Check out this new functionality for these tools beginning on March 15.

Cisco TAC Service Request Tool:
(available to registered users only)

Cisco SVO Submit Tool:
(available to registered users only)

Cisco TAC Case Collection Tool - UPDATE:
New ATM Knowledge Base Now Available

The online Cisco TAC Case Collection tool can help you quickly find solutions to common issues related to Cisco products and technologies based on symptoms you describe. The tool's knowledge bases provide support for ATM, dial (access), frame relay, IP routing protocols, LAN switching, network management, router and Cisco IOS architecture, security, voice, and wireless technologies.

Cisco engineers continue to update these knowledge bases and introduce new ones using information from recent Cisco Technical Assistance Center (TAC) service requests. The newest knowledge base covers common ATM technology and product issues such as:

  • Associated ATM error messages
  • Configuration and troubleshooting of PVCs, SVCs, traffic shaping, IMA, LANE, OAM, CBWFQ, and QOS

Below is an example of an ATM solution from the new knowledge base.

IMA interface flaps on 2600/3600 series routers when you use the ATM AIM module and VWIC modules:

Visit the Cisco TAC Case Collection today to view more ATM solutions:
(available to registered users only)

Due to the dynamic nature of the content in the Cisco TAC Case Collection, you should access the tool with Microsoft Internet Explorer 5.5, Netscape 6.0, or later.

Networking Professionals Connection - UPDATE:
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.

Upcoming events on Networking Professionals Connection include:

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

    • "Configuring and Troubleshooting IPSec on PIX Firewall," now through February 25
    • "Building Broadband Service Manager (BBSM)," now through February 25

    Note: "Ask the Expert" events are subject to rescheduling. Please refer to the URL above for the very latest 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:

Cisco Technical Support Seminars - UPDATE:
Online Website Training Available to Help You on the Job

Would you like to learn how to improve your productivity on the job -- in about an hour? You can -- any day, any time -- with the free, online Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for Online Support."

Learn how to quickly find the online technical support you need, including:

  • Sample configurations
  • Field notices
  • Troubleshooting tips
  • Software documentation
  • Online support tools

In addition, you can learn how to use My Tech Support, the personalization feature for the Cisco Technical Support Website.

Tell your friends and co-workers about this and other Cisco Technical Support Seminars by clicking the "Tell a Friend" button when viewing a seminar.

Visit the URL below today to view these recorded, on-demand seminars:
(available to all users, but this standalone site requires registration separate from

For Microsoft PowerPoint versions of these seminars, please visit:

New Technical Tips

Cisco IOS

Tech Note:
Cisco IOS Software Release 12.3JA

Security Advisory:
Multiple Crafted IPv6 Packets Cause Reload

Security Advisory:
Crafted Packet Causes Reload on Cisco Routers

Security Advisory:
Vulnerability in Cisco IOS Embedded Call Processing Solutions

Cisco TAC Case Collection Solution:
User Receives the "%SYS-2-MALLOCFAIL" Messages due to a Memory Leak or Fragmentation Issue

Content Networking

Configuration Example:
VPN Load Balancing on the CSM in Dispatched Mode

Field Notice:
Keepalives May Fail Over Time with Global Site Selector (GSS) Software Versions 1.1(1) and 1.2(1) and Earlier


Tech Note:
JRE Download, Installation, and Compatible Matrix with CTC for ONS 15454 and 15327

Cisco TAC Case Collection Solution:
Analog and Digital Modem Line Impairments (Attenuation, Distortion, and Noise)

IBM/SNA and Token Ring

Tech Note:
SDLC FEP-to-FEP (PU4-to-PU4) with a DLSW Solution

IP Routing and Routed Protocols

Security Advisory:
Cisco IOS Misformed BGP Packet Causes Reload

Cisco TAC Case Collection Solution:
Filtering Routing Updates on Distance Vector IP Routing Protocols

Want to learn about other IP routing resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for IP Routing Issues," today:

LAN Switching

Field Notice:
Online Diagnostic System Error Messages May Be Mistakenly Generated on Some WS-X6148-21AF and WS-X6148-45AF Linecards

Cisco TAC Case Collection Solution:
How to Define the VLANs Allowed on a Trunk Link

Want to learn about other LAN resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for LAN Issues," today:

Network Management

Field Notice:
Configuring a Circular Path between Security Monitoring Hosts with Security Monitor (SecMon) Software Version 2.0 or 2.0.1 Can Cause Catastrophic Network Security Monitoring Failure

Cisco TAC Case Collection Solution:
How to Back-up and Restore WLSE through the CLI


Tech Note:
ONS 15540 APS Trace and Debug Data Capture

Tech Note:
TL1 Session Setup on ONS 15454 and ONS 15327

Field Notice:
ONS 15454 ML Series Card Memory Allocation Issue


Field Notice:
HSRP - Software Crash Forced when Doing HSRP SNMP Query

Field Notice:
Cisco 2600XM 256MB

Cisco TAC Case Collection Solution:
User Receives the "%SYS-2-MALLOCFAIL" Messages due to a Memory Leak or Fragmentation Issue

Want to learn about other router resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for General Router Issues," today:

Security and VPN

Clean Access Miscellaneous

Clean Access Agent

Clean Access Manager (Part I)

Clean Access Manager (Part II)

Clean Access Server

Cisco TAC Case Collection Solution:
How to Configure VPN Pass-Through

Want to learn about other security and VPN resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for Security and Virtual Private Network Issues," today:

Voice and IP Communications

Tech Note:
MeetingPlace Server 5.1 FTP Backup Procedure

Tech Note:
Why the Reuse of a Deleted DN May Cause Misrouted Calls in CallManager 4.x

Tech Note:
Unity Express Upgrade from 1.1 to 2.0 or 2.1 Releases

Tech Note:
Detection of a Disconnected Call in an IP IVR Script

Tech Note:
Extract XML Data with the Extract XML Document Data Step

Tech Note:
MeetingPlace Web Unable to Add the DMZ Web Server to the Website

Tech Note:
ICM State Transfer

Tech Note:
Call Type 0 and Application Name Null in the Detailed Call-by-Call CCDR Report

Tech Note:
Changes to wl.cfg Overwritten by Default in the Cisco E-Mail Manager Configuration Program

Field Notice:
Cisco E-Mail Manager Will Overwrite Manual Changes to wl.cfg if Cisco E-Mail Manager Configuration Tool Is Utilized

Field Notice:
Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft January 2005 Security Update

Cisco TAC Case Collection Solution:
Common Issues with the Analog FXO and FXS Circuits

Want to learn about other voice resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for Voice Issues," today:


Field Notice:
IOS Access Point Bombards TACACS+ Server with Requests

Cisco TAC Case Collection Solution:
Unable to Obtain an IP Address through DHCP

Newsletter Archive

To view past issues of this newsletter, please visit:

About This Newsletter

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