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Cisco MDS 9000 Family Troubleshooting Guide, Release 3.x
OL-9285-05
APPENDIX
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Before Contacting Technical Support
This appendix describes the steps to perform before calling for technical support for any Cisco MDS
9000 Family multilayer director and fabric switch. This appendix includes the following sections:
• Steps to Perform Before Calling TAC, page A-1
• Using Core Dumps, page A-5
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
Steps to Perform Before Calling TAC
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, as this will reduce the amount of time spent resolving the issue.
Note Do not reload the module or the switch at least until you have completed Step 1 below. Some logs and
counters are kept in volatile storage and will not survive a reload.
To prepare for contacting your customer support representative, follow these steps:
Step 1 Collect switch information and configuration. This should be done before and after the issue has been
resolved. The following three methods each provide the same information:
a. Select Tools > Show Tech Support in Fabric Manager. Fabric Manager can capture switch
configuration information from multiple switches simultaneously. The file can be saved on the local
PC.
b. 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.
c. Use the tac-pac <filename> CLI command to redirect the output of the show tech-support details
CLI command to a file, and then gzip the file.
switch# tac-pac bootflash://showtech.switch1
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