Use Cases for Catalyst SD-WAN
If you haven't used the Cisco In Product Support previously, please read steps 1 and 2 below. For experienced users, proceed directly to step 3 to learn how to start using supported extension features.
Step 1: Install the Chrome Extension
Download and Install: Download the Cisco In Product Support Chrome extension from the Chrome Web Store and click "Add to Chrome" to install it, ensuring the browser extension is available for immediate use.
Enable Extension: Once the extension is installed, ensure it is enabled by checking the extensions menu in Chrome and confirming that the Cisco In Product Support is active.
Step 2: Activate the Extension
Navigate to SD-WAN: Open Chrome and navigate to a supported Cisco product such as Cisco SD-WAN to initiate the activation process.
Pop-Up Activation: Upon visiting the supported product page, you will see a pop-up that says "Unleash the power of TAC virtual assistants and activate Cisco In Product Support extension."
Click to Activate: Click on the pop-up notification to trigger the Cisco.com authentication workflow.
Authenticate: Complete the authentication process on Cisco.com by entering your credentials and verifying your identity.
Confirmation: Once authenticated, you will see that the extension is marked as "On," and your name will appear when you click on the extension icon in the Chrome toolbar.
Step 3: Using the Extension Features
A. Opening a Cisco Support Case
Open Extension: Click on the Cisco In Product Support extension icon located in the Chrome toolbar to open the extension interface.
Select 'Open Support Case': In the extension interface, choose the option to open a new support case, which will guide you through the necessary steps.
Record Issue: Optionally, use the screen recording feature to capture and explain your issue visually and verbally, which can be extremely helpful for the support team (detailed instructions in Step 4).
Submit Case: Fill in the required details, such as the issue description and relevant information, and submit your support case through the extension interface.
B. Recording Your Screen
Start Recording: Click on the extension icon in the Chrome toolbar and select the "Record Screen" option to initiate the screen recording process.
Begin Recording: Follow the on-screen instructions to start the screen recording, capturing all relevant actions and information.
Choose Recording Area: You will be prompted to select whether you want to record a specific Chrome tab, the entire browser window, or your entire desktop screen.
Microphone Permission: Optionally, allow the extension to access your microphone to provide an audio explanation of your issue, enhancing the clarity of your recording.
Add Screenshots: During the recording, you can double-click any screen to add a screenshot, which will be included in the support case along with the video recording.
Stop Recording: To stop the recording, click the "Stop" option in the floating bar at the bottom of the screen or click on the extension icon and select the stop recording button.
Upload Recording: Once the recording is stopped, you will have the option to upload the video to an existing case by entering the nine-digit Cisco Support Case number or open a new case.
C. Upload Local File to Case
Upload File: Click 'Upload Files to Case' in the extension interface.
Choose File: In the modal that pops up, click 'Choose file' and browse through your local files to upload the preferred file.
Select Case: Enter an existing Cisco Support Case number or open a new case to upload your file to.
Allowed File Types: Allowed file extensions include jpg, png, mp4, and zip files. If .pkg or .exe files are uploaded, the pop-up will prompt an error message.
Case Number Search: Conveniently, you can also enter a case number to search from a list of existing cases.
Upload Confirmation: After clicking 'Upload,' allow a moment for your file to be added to the case. You will receive a confirmation prompt once your file has been successfully uploaded. Additionally, you have the option to cancel the upload while it is in progress.
D. Collecting HAR Logs
Initiate Log Capture: Click on the Cisco In Product Support extension icon and select the "Collect HAR Logs" option to start capturing log data.
Navigation Instruction: A pop-up will appear instructing you to navigate through different pages and reproduce the issue, allowing the extension to capture the relevant HAR logs.
Start Capture: Click "OK" on the pop-up to begin the HAR log capture process.
Stop Capture: Once you have reproduced the issue and captured the necessary data, click the same button to stop the hard log capture.
Upload Logs: You can then choose to upload the collected logs to an existing support case by entering the nine-digit Cisco Support Case number or open a new case if needed.
Upload to Cisco Support Case on Catalyst SDWAN
Upload to case has been enabled on several pages on Catalyst SD-WAN for directly uploading the data to user's case.
Packet Capture and Upload in Supported Product
Access Product and Extension: Navigate to the supported product page and ensure you are logged into the Cisco In Product Support Chrome extension.
Navigate to Packet Capture: Go to Monitor > Device, select the host HUB-WEST, then proceed to Troubleshooting > Packet Capture.
Configure Capture: Select the appropriate VPN and interface associated with that VPN.
Start and Stop Capture: Click Start to begin capturing packets. After sufficient data is collected, click Stop. Note that generating the log file may take some time.
Verify Upload Button: Confirm that the Upload button appears once the capture file is ready.
Upload and Case Management: Use the Upload button to submit the capture file. You can upload to an existing Cisco Support Case by entering the case number or open a new case with the file attached.
Uploading Admin-Tech File via Tools > Operational Commands and Verifying Upload Functionality
Access Supported Product and Extension: Navigate to the supported product page and ensure you are logged into the Cisco In Product Support Chrome extension.
Navigate to Admin-Tech List: Go to Tools > Operational Commands in the product interface.
Show Admin Tech List: Click on Show Admin Tech List to display the list of generated admin-tech files available for upload.
Verify Upload Button Visibility: Confirm that the Upload button is visible next to the admin-tech files in the list.
Upload Admin-Tech File: Select the desired admin-tech file and click the Upload button.
Enter Case Details: Provide the Cisco Support Case number (SR Number) and upload token as required.
Select VPN: Choose the appropriate VPN option (e.g., VPN 0 or VPN 512) for the upload.
Submit Upload: Click Upload to submit the admin-tech file to the specified Cisco Support Case.
Verify Case Open Functionality: Confirm that the upload completes successfully and that the file is attached to the case, enabling TAC to access the data for troubleshooting.
Smart Tooltips within Product
Smart Tooltips: Smart tooltips dynamically attach to elements of the SDWAN to provide helpful hints, links to YouTube videos, or information about programs like the Collecting Logs and Debug Bundle on Catalyst 9800 Wireless Controller.
Example: Info Tool Tip in Maintenance -> Software Repository
Navigate to Software Repository: Go to Maintenance > Software repository within the product interface.
Check Info Tool Tip Visibility: Verify that the info tool tip is visible on the Software repository page.
Validate Link Functionality: Click the "click here" text link within the tool tip and confirm that it redirects to the appropriate page on cisco.com.
Step 4: Submitting Information to TAC
Existing Case: If you are uploading information to an existing case, enter the nine-digit service request (SR) number to ensure the logs or recordings are attached to the correct case.
New Case: If you are opening a new case, the extension will pre-populate certain information based on the activities performed during the hard log capture or screen recording process, prompting you to complete the remaining details.
Confirmation: After submitting the information, you will receive email notifications confirming the file uploads or the creation of the new case, ensuring that the TAC team has all the necessary data to start working on your issue.
Step 5: Follow-Up
TAC Response: The TAC team will review the submitted information and may reach out for additional details if necessary, starting the process of troubleshooting and resolving the issue.
Issue Resolution: TAC will work on resolving the issue based on the provided data, potentially reducing the need for additional Webex meetings or back-and-forth emails, thereby accelerating the resolution process.
By following these steps, users can leverage the full functionality of the Cisco Support Assistant Chrome extension, ensuring a more efficient and effective support process with Catalyst SD-WAN.