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This chapter describes the steps to take before calling for technical support and includes the following sections:
Note If you purchased Cisco support through a Cisco reseller, contact the reseller directly. If you purchased support directly from Cisco, contact Cisco Technical Support at this URL: http://www.cisco.com/warp/public/687/Directory/DirTAC.shtm
For additional information, visit one of the following support communities:
At some point, you may need to contact your customer support representative or Cisco TAC for some additional assistance. This section outlines the steps that the you should perform prior to contacting your next level of support, so you can reduce the amount of time that you spend resolving the issue.
Note Do not reload the module or the switch at least until you have completed Step 1. Some logs and counters are kept in volatile storage and will not survive a reload.
Step 1 Collect switch information and configuration before and after the issue has been resolved.
Configure your Telnet or SSH application to log the screen output to a text file. Use the terminal length 0 CLI command and then use the show tech-support details CLI command.
Step 2 Capture the exact error codes you see in CLI message logs.
Step 3 Answer the following questions before calling for technical support:
– Ethanalyzer, local, or remote SPAN
Cisco customer support engineers often use files from your system for analysis. One such file contains memory information and is referred to as a core dump. The file is sent to a TFTP server or to a flash card in slot0: of the local switch. You should set up your switch to generate this file under the instruction of your customer support representative and send it to a TFTP server so that it can be emailed to them.
To generate a file of core memory information, or a core dump, use the command in the following example.
Note The filename (indicated by jsmith_cores) must exist in the TFTP server directory.
You might be required to move files to or from the switch. These files might include log, configuration, or firmware files.
The Cisco Nexus 1000V always acts as a client. An ftp/scp/tftp session will always originate from the switch and either push files to an external system or pull files from an external system.
The copy CLI command supports four transfer protocols and 12 different sources for files.
Use the following syntax to use secure copy (scp) as the transfer mechanism:
/etc/hosts from 172.22.36.10 using the user
user1, where the destination would be
Back up the startup configuration to an SFTP server.
Tip Back up the startup configuration to a server daily before you make any changes. You can write a short script to be run on the Cisco Nexus 1000V to perform a save and then back up the configuration. The script only needs to contain two commands: copy running-configuration startup-configuration and copy startup-configuration tftp://server/name. To execute the script, enter the run-script filename command.