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1 CHAPTER 1 This chapter provides solutions to the problems that you could encounter when running the Cisco Connected Grid Design Suite - Substation Workbench (CGDS Substation Workbench). CGDS Designer, page 1-1 CGDS Monitor, page 1-4 Connected Grid Appliance 220 Non-Hardened Server, page 1-7 CGDS 4683 Hardened Server, page 1-15 Oracle Relational Database Management System, page 1-18 Contacting the Cisco Technical Assistance Center (TAC), page 1-21 CGDS Designer This section lists the various application issues and error messages that are encountered when running the CGDS Designer. Application Issues, page 1-1 Error Messages, page 1-3 Application Issues Application is Running Message, page 1-2 Control Functions are Unavailable, page 1-2 Unable to Save a Network Configuration, page 1-2 Application Response Seems Slow, page 1-2 Where to Find Error Logs, page 1-3 Find an Exception on Open Model, page 1-3 MsgErrorDbConnect, page 1-3 IED Mac Address is Unknown, page 1-3 IED Mac Address is Unknown, page 1-3 Connection Error Switch Unreachable, page 1-3 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-1

2 CGDS Designer Application is Running Message Control Functions are Unavailable Q. Why does the program report the error Application is running during startup? A. The program may report the Application is running error message during startup if the program may have not fully closed since the last opened session. First, check that the application is not opened and hidden. Use Alt + Tab to toggle between the opened applications. If the application is not running, then the next step is to check the open processes. Use the run command to open the Task Manager. Look in the Processes tab to find the CG-DS.exe, and right click to end the process. The user should now be able to re-open the application. Q. Why are the control functions unavailable? A. Control functions will only be available with a model that is open in either the Topology or AutoBay views. Ensure that a valid model is opened by double clicking on the desired model in the My Models pane. Unable to Save a Network Configuration Application Response Seems Slow Open Model Q. Why does the program hang or fail when trying to save a network configuration? A. There is a protective mechanism that is designed to ensure the data integrity and operational safety. Examine the following items to ensure network connectivity: Ensure that the switch is connected. Ensure that the password is correctly entered in the program. Check the network using the Validate Network feature. Ensure that the WSMA is enabled on the switch. Q. Why is the performance of the software slow? A. Since the CGDS - Substation Workbench communicates using Internet Protocol it may seem to run slow if the network conditions are not optimal. Perform the following: Use commands, such as Ping and Tracert to validate the network path from the client. Use the Network tools on the server to examine the path within the substation network. Check the system resources on the client machine. Ensure that there are not too many applications open, and that the client machine meets the specifications laid out in the Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Installation and Configuration Guide. Q. Why does the program fail to open the selected model? 1-2 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

3 CGDS Designer A. This could happen when you try to open a model that was created in an earlier version of the CGDS. We recommend creating a model in this current version that is installed on your system. Or with an existing model, you can bind a new version of the SCL file to it. Error Messages Where to Find Error Logs Where to Find Error Logs, page 1-3 Find an Exception on Open Model, page 1-3 MsgErrorDbConnect, page 1-3 IED Mac Address is Unknown, page 1-3 Connection Error Switch Unreachable, page 1-3 Export IED Information, page 1-4 Q. Where are the error logs located? Find an Exception on Open Model MsgErrorDbConnect IED Mac Address is Unknown A. Error logs are recorded to a file that is saved in the Substation Workbench folder. For thick client installations (CGDS Designer) in Windows, the files are located at C:\Program Files\Cisco CG DS Substation Workbench v1.5\dslog.log. There is also an error log that is displayed at the bottom of the application. Q. What does the error Find an exception on open model mean? A. The Find an exception on open model error message can result from a non-functioning or corrupt model file. In this case, the user should revert back to a previously known working model, if possible, or create a new model. Q. Why does the program report the error MsgErrorDbConnect? A. This message occurs when the software cannot connect to the database server. Ensure that the database management system (Oracle 11g Standard Edition) is installed, operational, and configured properly. Q. Why does the program report that an IED s MAC address is unknown? A. This message occurs when an IED is connected in the topology, but is not physically connected, or if the MAC address is incorrect. Connection Error Switch Unreachable Q. Why does the program report that a switch is unreachable? Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-3

4 CGDS Monitor A. Switches show that they are unreachable when they do not have valid connectivity to the network, or the IP address may not be reachable, or the login username or password is incorrect, or the network may have an error. To verify the switch s reachability, ping its IP address. Export IED Information Q. Why does the program report an error Export Failed, Exception in Model when exporting the IED information? A. You must validate the SCL file for correctness, because this error typically occurs if there are issues with the SCL file. CGDS Monitor This section lists the various application issues and error messages that are encountered when running the CGDS Monitor. Application Issues, page 1-4 Error Messages, page 1-6 Application Issues Forgot Password Forgot Password, page 1-4 Auto Stop the Goose or DNP Packet Capture, page 1-4 Start or Stop the Goose or DNP Packet Capture Limit, page 1-5 Value Analysis Period, page 1-5 Configure Alarm, page 1-5 IED Information Path, page 1-5 Validate Response Time Analysis, page 1-5 View Alarm Summary, page 1-6 View Traffic Analysis, page 1-6 Autodiscovery, page 1-6 Signal Matrix, page 1-6 Q. What should I do if I have forgotten the password that is used to log in to the CGDS Monitor? A. You must contact the system administrator to reset the password for the given username. Auto Stop the Goose or DNP Packet Capture Q. Why does the initiated Goose or DNP capture automatically stop? 1-4 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

5 CGDS Monitor A. Check with the system administrator for the configuration set for the Auto Stop period. The system administrator will configure the duration in seconds as per the need. Start or Stop the Goose or DNP Packet Capture Limit Value Analysis Period Configure Alarm IED Information Path Validate Response Time Analysis Q. Why are the packet capture options disabled for a user? A. Check with your system administrator. The system administrator will view the existing number of user sessions by accessing the Delete Packet Capture option. The maximum number of supported users are eight. Therefore, the system administrator will delete the capture session for the inactive user, so that the new user can see the options enabled. Q. Why is the system hanging when the Start Packet Capture or Stop Packet Capture processes for DNP and GOOSE packets are running? A. You need to wait for a few seconds to receive the success message after initiating the processes. Q. Why does the Value Analysis period not display the real-time values even after refreshing? A. You must contact the system administrator to verify the configuration that is set for the Value Analysis period. The duration will be set in minutes as per your requirement. Q. Why am I unable to obtain the Value Analysis for a particular IED? A. Check if the proper IED Information XML file is imported into the CGDS Monitor after importing the new substation topology XML file into the CGDS Monitor. Q. How do I change the configuration of an alarm setting? A. You must contact your system administrator to verify the configuration that is set for the alarm rising and falling values as per your requirement. Q. Why is the IED Information Path disabled? A. You must check whether the Signal Matrix XML file is properly imported after importing the new physical topology. Q. Why does the IED information path not display any information using the IED Information Path option? A. Ensure that you have imported the Signal Matrix XML file into the CGDS Monitor. If you have already imported the Signal Matrix XML file, ensure that there is an entry for the chosen IED in the Signal Matrix XML file. Q. Why am I not able to view the graph data for the Validate Response Time Analysis? Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-5

6 CGDS Monitor A. You must validate the IP address of the selected DNP IED. Ensure that the From and To Date and Time fields are in the proper format, and then click the Filter button. If there is no data available for the selected period, then you must try to access the graph after some time. View Alarm Summary View Traffic Analysis Autodiscovery Signal Matrix Q. Why am I not able to view the graph data for the Alarm Summary? A. Check with the system administrator for the configuration settings that are set for the alarm. If configured, there may be no data that is available as per the configuration set. You can try after some time. Q. Why am I not able to view the legends in the graph? A. You must scroll down to view all of the legends in the graph. Q. Why does Autodiscovery not capture any information for a switch? Or why does the Autodiscovery XML file appear blank even though the Autodiscovery process has successfully started? A. Check if the status of the Autodiscovery process is idle. Then, try to download the Autodiscovery XML file to obtain the correct message. The switch IP address must be correct or reachable to capture the correct information. Q. Why is the View Signal Matrix option not responding? A. You must check whether the proper Signal Matrix XML file is imported after importing the new substation topology XML file into the CGDS Monitor. Error Messages Q. Why does the program report the error Unable to validate switch connectivity. Please try after some time. when trying to validate switch connectivity? A. This error message occurs when the IP Address for a switch or DNP IED is not available. Also, verify whether the Autodiscovery or Validate IED Connectivity processes are simultaneously running. Q. Why does the program report the error Already some validation or auto discovery process is running, please try after sometime? A. This error message occurs when you try to do the following: Start the Autodiscovery process when the Validate Switch Connectivty process is running. Start the Validate IED Connectivity process when the Autodiscovery process is running. 1-6 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

7 Connected Grid Appliance 220 Non-Hardened Server Q. Why does the program report the error IED Connection Reset Failed, when trying to import the IED Information XML file? A. Verify if the valid IED Information XML file is successfully exported from the CGDS Designer, and reimport the correct file into the CGDS Monitor. Q. Why am I getting the Tomsawyer Licensing error when the CGDS Monitor is in the Idle state? A. This error message occurs due to a session time out, and you need to relaunch the application to log in to the CGDS Monitor. Connected Grid Appliance 220 Non-Hardened Server 220NH Server Won t Power Up, page NH Server Indicators and LEDs, page NH Server Indicators and LEDs, page NH Server VGA Connector Does Not Always Work, page NH Server CGDS Sounds Beeps During Installation, page NH Server Will Not Boot Following BIOS Upgrade, page NH Server Does Not Recognize Boot Media, page 1-14 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-7

8 Connected Grid Appliance 220 Non-Hardened Server 220NH Server Won t Power Up Symptom or Issue Conditions Possible Causes Resolution The 220NH server will not power up. The server is plugged in, but it will not come on. Power outlet not energized. Power switch not engaged. Power supply not correct for local line voltage Power supplies not fully seated Normal first boot wait period Check that power outlet is energized by momentarily plugging something else into it. The 220NH Power Switch has three modes (the indicator is in the center of the power control button) (1) The status of the switch indicator is: Off There is no AC power present in the server. Amber The server is in standby power mode. Power is supplied only to the CIMC and some motherboard functions. Green The server is in main power mode. Power is supplied to all server components. Local line voltage must be in the input range of the installed power supply. If something is wrong, it may be indicated by the Power Supply Status indicator (2). It is normal for a short waiting period to occur on the first boot (two minutes or so). 220NH Server Indicators and LEDs Q. What does it mean when the server (name) LED is (glowing, flashing, yellow, etc.)? A. There are many LEDs and many answers. Use these tables to find this information 1-8 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

9 Connected Grid Appliance 220 Non-Hardened Server 220NH Server Front Panel LEDs Figure 1-1 Non-hardened Server Front Panel LEDs Table 1-1 Front Panel LEDs, Definitions of States LED Name State Power button/power status LED Off There is no AC power to the server. Amber The server is in standby power mode. Power is supplied only to the CIMC and some motherboard functions. Green The server is in main power mode. Power is supplied to all server components. Identification Off The Identification LED is not in use. Blue The Identification LED is activated. Power supply status Green All power supplies are operating normally. Amber, steady One or more power supplies are in a degraded operational state. Amber, blinking One or more power supplies are in a critical fault state. Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-9

10 Connected Grid Appliance 220 Non-Hardened Server LED Name State System status Green The server is running in normal operating condition. Green, blinking The server is performing system initialization and memory check. Amber, steady The server is in a degraded operational state. For example: Power supply redundancy is lost. CPUs are mismatched. At least one CPU is faulty. At least one DIMM is faulty. At least one drive in a RAID configuration failed. Amber, blinking The server is in a critical fault state. For example: Boot failed. Fatal CPU and/or bus error is detected. Server is in over-temperature condition. Fan status Green All fan modules are operating properly. Amber, steady One fan module has failed. Amber, blinking Critical fault, two or more fan modules have failed. Temperature status Green The server is operating at normal temperature. Amber, steady One or more temperature sensors have exceeded a warning threshold. Amber, blinking One or more temperature sensors have exceeded a critical threshold. Network link activity Off The Ethernet link is idle. Green One or more Ethernet LOM ports are link-active, but there is no activity. Green, blinking One or more Ethernet LOM ports are link-active, with activity. Hard drive fault Off The hard drive is operating properly. Amber This hard drive has failed. Amber, blinking The device is rebuilding. Hard drive activity Off There is no hard drive in the hard drive sled (no access, no fault). Green The hard drive is ready. Green, blinking The hard drive is reading or writing data Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

11 Connected Grid Appliance 220 Non-Hardened Server 220NH Server Rear Panel LEDs Figure 1-2 Rear Panel LEDs Figure 1-3 Rear Panel LEDs, Definitions of States LED Name Status Power Supply Fault Off The power supply is operating normally. Amber (blinking) An event warning threshold has been reached, but the power supply continues to operate. Amber (solid) A critical fault threshold has been reached, causing the power supply to shut down (for example, a fan failure or an over-temperature condition). Power supply AC OK Off There is no AC power to the power supply. Green, blinking AC power OK, DC output not enabled. Green, solid AC power OK, DC outputs OK. Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-11

12 Connected Grid Appliance 220 Non-Hardened Server LED Name Status 1-Gb Ethernet dedicated management link speed Off link speed is 10 Mbps. Amber link speed is 100 Mbps. Green link speed is 1 Gbps. 1-Gb Ethernet dedicated management link status Off No link is present. Green Link is active. Green, blinking Traffic is present on the active link 1-Gb Ethernet link speed Off link speed is 10 Mbps. Amber link speed is 100 Mbps. Green link speed is 1 Gbps 1-Gb Ethernet link status Off No link is present. Green Link is active. Green, blinking Traffic is present on the active link. Identification Off The Identification LED is not in use. Blue The Identification LED is activated Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

13 Connected Grid Appliance 220 Non-Hardened Server 220NH Server Internal LEDs Figure 1-4 Internal LEDs Table 1-2 Internal LEDs, Definitions of States LED Name Status Internal diagnostic LEDs (all). Off Component is functioning normally. Amber Component has failed. Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-13

14 Connected Grid Appliance 220 Non-Hardened Server 220NH Server VGA Connector Does Not Always Work Q. How is it that when a monitor is connected to the server rear panel, the VGA output on the KVM cable does not work? A. You can use either the VGA port on the rear panel, or you can use the front panel VGA connector. However, you cannot use them both at the same time. 220NH Server CGDS Sounds Beeps During Installation Q. The CGDS Non-Hardened Server beeps frequently during installation. Is something wrong? A. During bootup, the server beeps once for each USB device that is attached to the server. Even if there are no external USB devices attached, there is a short beep for each virtual USB device such as a virtual floppy drive, CD/DVD drive, keyboard, or mouse. A beep is also emitted if a USB device is hot-plugged or hot-unplugged during BIOS power-on self test (POST), or while you are accessing the BIOS Setup utility or the EFI shell. 220NH Server Will Not Boot Following BIOS Upgrade Symptom or Issue Conditions Possible Causes Resolution Following an dno video comes out of the VGA connector. When a monitor is connected to the server rear panel, the VGA output on the KVM cable does not work. If you are connected to one VGA connector and you then connect a video device to the other connector, the first VGA connector is disabled Do not power off the server until the BIOS and CIMC firmware are matching or the server will not boot. Cisco provides the Cisco Host Upgrade Utility to assist with simultaneously upgrading the BIOS, CIMC, and other firmware to compatible levels. Note that your system firmware must be at minimum level 1.2 to use the Cisco Host Upgrade Utility. If your firmware is prior to level 1.2, you must use the methods described in the Cisco C220 Installation Manual. (OL ) 220NH Server Does Not Recognize Boot Media Q. Why does the non-hardened server sometimes fail to recognize the DVD as the boot media? A. The system BIOS moves from device to device while attempting to find booting instructions. This boot path should be set to query the boot drive first. The error you describe occurs when the drive holding the media is never polled, and hence does not take over the boot process. The solution is to change the BIOS settings for your server to include the boot media in the search. To make that change, follow these steps: (Detailed instructions are also printed on the BIOS screens): Step 1 Enter the BIOS setup utility by pressing the F2 key when prompted during bootup Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

15 CGDS 4683 Hardened Server Note The version and build of the current BIOS are displayed on the Main page of the BIOS utility. Step 2 Step 3 Step 4 Step 5 Step 6 Use the arrow keys to select the BIOS menu page. Highlight the field to be modified by using the arrow keys. Press Enter to select the field that you want to change, and then modify the value in the field. Press the right arrow key until the Exit menu screen is displayed. Follow the instructions on the Exit menu screen to save your changes and exit the setup utility (or Press F10). You can exit without saving changes by pressing Esc. CGDS 4683 Hardened Server Hardened Router Has No Fans, page 1-15 CGDS Hardened Server Indicators and LEDs, page 1-15 Hardened Server Won t Power Up, page 1-18 Hardened Router Has No Fans Symptom or Issue Conditions Possible Causes Resolution Hardened Router has no fans. The hardened router and switch use convection cooling. It is not supposed to have fans, because if a fan fails the unit could over heat. That is one of the ways it is hardened. The hardened server may have been operated without allowing room for air flow. Dust may have accumulated on the cooling services. Verify that unit has free air circulation top and bottom. Verify cooling fins on top are free of dust build up (use brush or canned compressed air). Do not spray cleaner on the unit. Lightly moisten a rag with the cleaner and wipe. CGDS Hardened Server Indicators and LEDs Q. What does it mean when the server (name) LED is (glowing, flashing, yellow, etc.)? A. There are many LEDs and many answers. Use these tables to find this information Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-15

16 CGDS 4683 Hardened Server Figure 1-5 CGDS Hardened Server System Status 1-16 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

17 CGDS 4683 Hardened Server Figure 1-6 CGDS Hardened Server LAN Status Indicators Figure 1-7 CGDS Hardened Server Serial Communications Status Indicator Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-17

18 Oracle Relational Database Management System Figure 1-8 Hardened Server Expansion Port Indicators Hardened Server Won t Power Up Symptom or Issue Conditions Possible Causes Resolution The hardened server will not power up. The server is plugged in, but it will not come on. PWR LED does not come on. Power socket not energized. Power cord mis-wired. If power cord connects to power strip, such as in back of equipment rack, confirm that the power strip is energized. If power cord on back of server is mis-wired, Unit won t operate. It is strongly recommended to conned the power cord using spade lugs, not just twisting the wire around the connection screw. Oracle Relational Database Management System Oracle Database Messages, page 1-18 The ORA Message, page 1-20 Contacting Oracle Support Services, page 1-20 Determining the Oracle Release and Version Number, page 1-21 Oracle Database Messages Oracle Database Error Messages, page 1-19 Oracle Trace Files, page Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

19 Oracle Relational Database Management System Oracle Alert Files, page 1-20 Oracle Database Error Messages Q. I believe I have a problem in my system because what I am receiving is a database error. Where can I turn for help? A. Your primary source of information is likely to be Cisco or one of our partners, whoever sold you your installation. However, Oracle offers an on-line, comprehensive set of error messages and their meanings. It is available here: Most messages take the form: ORA-00600: internal error code, arguments: [1042], [3], [upilam], [], [], [] The message text can be followed by up to six arguments, which indicate the origin and attributes of the error. The first argument is the internal error number. Other arguments are various numbers, names, and character strings. Empty brackets may be ignored. Messages can occasionally be stacked. The message guide mentioned above is the means of interpreting most error messages. In addition to being returned to the user, internal errors are also written to the Alert file along with additional information about the event causing the message. The Alert file also lists any trace files that may have been generated because of an internal error. Oracle Trace Files Q. How do I locate an Oracle Trace File? A. A trace file is created each time an Oracle instance starts or an unexpected event occurs in a user process or background process. The name of the trace file includes the instance name, the process name, and the Oracle process number. The file extension or file type is usually TRC, and, if different, is noted in your operating system-specific Oracle documentation. The contents of the trace file may include dumps of the system global area, process global area, supervisor stack, and registers. Two initialization parameters are used to specify the location of the trace files: The BACKGROUND_DUMP_DEST initialization parameter specifies the location of trace files created by the Oracle background processes PMON, DBWR, LGWR, and SMON. The USER_DUMP_DEST initialization parameter specifies the location of trace files created by user processes such as SQL*Loader or Pro*C. You may need to format the trace file before using it to diagnose problems. To format a trace file, use the DUMPFMT utility, which is available on most systems and is described in your operating system-specific Oracle documentation. Oracle Support Services may ask you for a formatted trace file to help solve a problem. The Alert file describes the location of trace files generated when internal errors occur. See the Oracle Database Administrator's Guide for more information about trace files. Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-19

20 Oracle Relational Database Management System Oracle Alert Files Q. What is the Oracle Alert File and how is it used? A. The Alert file is a log file that records information about internal errors and administrative activities, such as backups. When an internal error occurs, the message is sent to the terminal screen as well as written to the Alert file. Oracle also writes additional information about internal errors to the Alert file, such as the location and name of any trace files generated because of the error. The name of the Alert file is operating system-specific. The location of the Alert file is the same as the location of the background process trace files. This location is specified by the BACKGROUND_DUMP_DEST initialization parameter. For more information, see your Oracle operating system-specific documentation. If your system uses an operator's console, some messages from Oracle may appear on the console. All important messages are written to the Alert file as well as the operator's console. Because non-oracle messages also appear on this console, the Alert file is a better record for tracing all Oracle administrative activity and errors than the console log. The ORA Message Q. I have received an ORA message. What do I do about it? A. If you receive an ORA message, report it to Oracle Support Services. ORA-600 is an internal error generated by the generic kernel code of the Oracle RDBMS software. There is no way to interpret this message using available help text. This error may not even raise a screen notification. It will write a message in the trace file, however. Possible causes may include: Time-outs, File corruption, Failed data checks in memory, hardware, memory, or I/O messages, Incorrectly restored files Contacting Oracle Support Services Q. What if I need to contact Oracle Technical Support? A. Some messages recommend contacting Oracle Support Services to report a problem. Oracle requests that if you contact them, have the following information available: 1) The hardware, operating system, and release number of the operating system on which Oracle is running. 2) The complete release number of the Oracle Database (for example, release or release ) 3)All Oracle programs (with version numbers) in use when the error occurred. For example, SQL*Net V2.0 or SQL*Forms V3.0 4) the exact error codes or messages, message text(s), and order in which they appeared Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide

21 Contacting the Cisco Technical Assistance Center (TAC) 5) The severity of the problem using this scale: 1 = Program not usable. Critical impact on operations. 2 = Program usable. Operations severely restricted. 3 = Program usable with limited functions. Not critical to overall operations 4 = Problem circumvented by customer. Minimal effect, if any, on operations. You will also be expected to provide the following: Your name The name of your organization Your Oracle Support ID Number Your telephone number Oracle Exception Messages Determining the Oracle Release and Version Number Q. How do I find the version of Oracle Database I Am Using? A. To identify the release of Oracle Database that is currently installed and to see the release levels of other database components you are using, make an SQL query of the data dictionary view PRODUCT_COMPONENT_VERSION. You can also query the V$VERSION view to see component-level information.) Product release levels may increment independent of the database server. For information on forming and interpreting these queries, see the Oracle Database Administrator's Guide. Contacting the Cisco Technical Assistance Center (TAC) If you cannot locate the source and potential resolution for a problem in the above sections, contact a Cisco customer service representative for information on how to best proceed with resolving the issue. For Cisco Technical Assistance Center (TAC) contact information, visit the following website: Before you contact Cisco TAC, make sure that you have the following information ready: The appliance chassis type and serial number. The maintenance agreement or warranty information The name, type of software, and version or release number (if applicable). The date you received the new appliance. A brief description of the problem or condition you experienced, the steps you have taken to isolate or re-create the problem, and a description of any steps you took to resolve the problem. Note Be sure to provide the customer service representative with any upgrade or maintenance information that was performed on the CGDS - Substation Workbench initial installation. Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide 1-21

22 Contacting the Cisco Technical Assistance Center (TAC) 1-22 Cisco Connected Grid Design Suite (CGDS) - Substation Workbench Guide