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When opening a TAC case on a Data Center Product what information should be provided?

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TitleWhen opening a TAC case on a Data Center Product what information should be provided?
Question
When opening a TAC case on a Data Center Product, what information should be provided?
Environment
ExtremeRouting
  • CER
  • MLX Series (MLXe / MLX / XMR)
  • SLX (9640 / 9850)

ExtremeSwitching
  • CES
  • SLX (9030 / 9140 / 9240 / 9540)
  • VDX (6710 / 6730 / 6740 / 6940 / 8770)
Answer
The following information should be provided as a starting point before any troubleshooting begins:
  1. Is this a new install?
  2. When did the issue first occur? Please provide a specific date/time.  
    • Any time offset between the switches/routers and customer local time?
  3. How did you first become aware of the issue (i.e., end user reports, network monitoring, etc.)?
  4. Was the network experiencing any problems prior to the first occurrence of the issue?
  5. What end-user applications are affected (i.e., e-mail, web, voice, video, etc.)?
  6. Were any configuration, software, hardware, or network changes made before the first occurrence of the issue?
  7. When the issue occurs, what symptoms are experienced?
  8. What is the frequency and duration of the reported symptoms?
  9. Does the issue recover by itself or do you have to take corrective action?
  10. "show tech" (MLX/CER/CES) and/or "supportsave" (VDX/SLX/EFA/DCA) from the affected network devices during problem state? 
  11. Network topology diagram displaying:
  • affected hosts 
  • network devices 
  • port numbers
  • source/destination IP/MAC addresses​​​​​​
  1. What is the customer's expectation for the next update?
Additional notes

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