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1994-02-15
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188KB
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4,819 lines
IBM (R) Personal Software Products
DDDD EEEEE V V EEEEE L OOO PPPP EEEEE RRRR
D D E V V E L O O P P E R R
D D EEEE V V EEEE L O O PPPP EEEE RRRR
D D E V V E L O O P E R R
DDDD EEEEE V EEEEE LLLLL OOO P EEEEE R R
SSSS U U PPPP PPPP OOO RRRR TTTTT N N EEEEE W W SSSS
S U U P P P P O O R R T NN N E W W S
SSS U U PPPP PPPP O O RRRR T N N N EEEE W W W SSS
S U U P P O O R R T N NN E W W W S
SSSS UUU P P OOO R R T N N EEEEE WW WW SSSS
========================================================================
1994 Issue 3 15 February 1994
========================================================================
+----------------+
| SPECIAL NOTICE |
+----------------+
This newsletter is one of two newsletters being issued at the same time.
The other newsletter is 1994 Issue 2.
Issue 2 is the regular monthly newsletter.
Issue 3 consists of only one article, the IBM Personal Software Support
Center User Guide, a comprehensive guide to the services offered by the
IBM Personal Software Support Center. The guide is divided into major
areas of support -- OS/2 and PC DOS, LAN Systems, Database Manager, and
NetWare. Listed within each major area are several teams handling
specific problems. Also included for each major area are lists of
problem information that you should gather before calling for support.
An ISA bus architecture overview, definitions of terms, a list of
supported products, and relevant technical education courses are also
provided.
NOTE TO READERS OUTSIDE THE UNITED STATES: Although this guide is
oriented toward support in the United States, some portions of it are of
value to readers elsewhere, particularly the comprehensive lists for
gathering problem information, and the ISA bus architecture overview.
+----------+
| Contents |
+----------+
The table of contents contains search codes for going directly to items
that interest you.
Search Codes
------------
o IBM Personal Software Support Center User Guide suptguid
A comprehensive guide for making the best use of the
IBM Personal Software Support Center.
NOTE: The entire guide is 4,138 lines long. To help
you find particular sections, the contents are listed
below, along with search codes.
Using the IBM Support Center suptuse
Before you call support. Placing your call. How support
handles your call. Defect resolution. Closing a PMR.
Escalation procedures. IBM Personal Systems HelpCenter.
TALKLink supttalk
Initiating and installing TALKLink. Using TALKLink.
Solving problems.
Reporting Problems Via CompuServe or Internet suptcis
Accessing the OS/2 CompuServe forums. Reporting a
suspected code defect.
Reporting Problems Via PRODIGY suptprod
How to submit problems.
OS/2 Defect Reporting Form dfctform
This is the form found on CompuServe and PRODIGY.
OS/2 and PC DOS Team Descriptions and Required Problem suptos2
Information
List of 15 teams. Basic information to collect.
Hardware and software configuration information.
NOTE: For each team, this guide describes its mission,
the kinds of problems it handles, and the exceptions
that it does not handle (as well as which team does).
Also, for each team, this guide provides comprehensive
lists of information that you should gather prior to
calling for support.
Team 1. DISK - Hard-Disk-Related and File-System-Related suptdisk
Problems
Team 2. DOSAP - DOS Application and DOS Session Problems suptdosc
Team 3. HNGTR - Hangs or TRAPs that Cause the System to supthang
Halt or Fail
Team 4. INSTL - Problems Experienced During Installation suptinst
Team 5. MKBCM - Mouse, Keyboard, and COM Problems, suptmkc
Excluding Disk, Print, and Video
Team 6. MMPM - Multimedia Extensions Shipped with OS/2 suptmmpm
Team 7. MMDOS - DOS Multimedia Programs Running on OS/2 suptmmd
Team 8. MMWIN - Windows Multimedia Programs Running on suptmmw
OS/2
Team 9. MMVID - Ultimotion Video IN Problems suptmmv
Team 10. OTHER - Performance, Toolkit, Memory, ... suptothr
Team 11. PRINT - Print Output Problems suptprnt
Team 12. VIDEO - Graphical Output Problems suptvdo
Team 13. WINAP - Windows Applications and WIN-OS/2 suptwnap
Subsystem Problems
Team 14. WPSHL - PM-Related and Workplace Shell-Related suptwps
Problems
Team 15. PCDOS - PC DOS Problems suptpdos
OS/2 Dump Process suptdump
Two kinds of dumps. Starting the trace. Preparing the
diskettes. Automatic dump. Manual dump. Mailing the
dump diskettes to IBM.
Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs suptset
Lists of VDDs and SETTINGs, and which team handles them.
Industry-Standard Architecture (AT Bus) Overview suptisa
ISA bus architecture. ISA Interrupt ReQuest lines and
I/O addresses. Determining IRQs for ISA computers.
Determining I/O addresses. Location 40:0 scenarios.
ISA, OS/2, and parallel ports. ISA and OS/2 summary.
Micro Channel computers.
OS/2 LAN Systems Team Descriptions and Required Problem suptlan
Information
List of 5 teams.
NOTE: For each team, this guide describes its mission,
the kinds of problems it handles, and the exceptions
that it does not handle (as well as which team does).
Also, this guide provides comprehensive lists of
information that you should gather prior to calling
for support.
Team 1. SERVER - OS/2 LAN Server Problems suptsrvr
Team 2. OS2REQ - OS/2 LAN Requester/Remote IPL Problems suptreq
Team 3. DLR - DOS LAN Requester/PC LAN Program Problems suptdlr
Team 4. LSAPPS - OS/2 LAN Application Problems suptlsap
Team 5. TRAP - LAN-Related Traps and Hangs supttrap
OS/2 EE/ES Database Manager Team Descriptions and Required suptdbm
Problem Information
List of 5 teams.
NOTE: For each team, this guide describes its mission,
the kinds of problems it handles, and the exceptions
that it does not handle (as well as which team does).
Also, this guide provides comprehensive lists of
information that you should gather prior to calling
for support.
Team 1. DBENG - Database Manager Engine (Database supteng
Services) Problems
Team 2. DBMAPI - APIs and Application Programming Problems suptdbap
Team 3. DBMRDS - Remote Data Services Problems suptrds
Team 4. DBMFE - Database Manager Front Ends -- Query suptdbfe
Manager, CLI, Database Tools
Team 5. DBMOTH - Data Integrity Loss, Interaction with suptdbmo
Other Products
NetWare Team Descriptions and Required Problem Information suptnw
List of 5 teams.
NOTE: For each team, this guide describes its mission,
the kinds of problems it handles, and the exceptions
that it does not handle (as well as which team does).
Also, this guide provides comprehensive lists of
information that you should gather prior to calling
for support.
Team 1. NW40 - NetWare Version 4 suptnw40
Team 2. NCOMM - NetWare Communications suptnwcm
Team 3. NWKSTA - NetWare Requester suptnwrq
Team 4. NWOTHR - NetWare LANalyzer for Windows, suptnwo
NetWare Services Manager
Team 5. NWSRV - NetWare Server suptnwsv
Appendix A. Definition of Terms suptterm
Terms related to support.
Appendix B. Personal Software Products suptlist
List of supported PPS products.
Appendix C. Technical Education supteduc
Courses given by IBM support personnel.
o Trademarks, Registered Trademarks, Service Marks tmarks
+-------------+
| Back Issues |
+-------------+
The file names, dates, and number of pages for all issues thus far are
as follows.
1993
Issue Date Zipped ASCII .INF .PS Pages
----- ---- ------ ----- ---- --- -----
1 17 May 93 dsn93a.zip = dsnews.93a 52
2 15 Jun dsn93b.zip = dsnews.93b 50
3 15 Jul dsn93c.zip = dsnews.93c 62
4 23 Jul dsn93d.zip = dsnews.93d 48
5 16 Aug dsn93e.zip = dsnews.93e 29
6 15 Sep dsn93f.zip = dsnews.93f + dsn93f.inf 47
7 15 Oct dsn3ga.zip = dsnews.93g 63
dsn3gi.zip = dsn93g.inf
dsn3gp.zip = dsn93g.ps
8 15 Nov dsn3ha.zip = dsnews.93h 34
dsn3hp.zip = dsn93h.ps
9 15 Dec 93 dsn3ia.zip = dsnews.93i 46
dsn3ii.zip = dsn93i.inf
dsn3ip.zip = dsn93i.ps
1994
Issue Date Zipped ASCII .INF .PS Pages
----- ---- ------ ----- ---- --- -----
1 17 Jan 94 dsn4aa.zip = dsn4a.asc 81
dsn4ai.zip = dsn4a.inf
dsn4ap.zip = dsn4a.ps
2 15 Feb dsn4ba.zip = dsn4b.asc 71
3 15 Feb dsn4ca.zip = dsn4c.asc 70
Explanation of names of zipped files for 1993 Issue 7 and later:
DSNymA = Developer Support News 199y issue m ASCII (plain-text)
DSNymI = Developer Support News 199y issue m .INF (use OS/2 VIEW)
DSNymP = Developer Support News 199y issue m .PS (PostScript)
where y = last digit of year (3, 4, ...)
m = issue represented as alpha (1=A, ..., 7=G, 8=H, ...)
For example, DSN3GI is 1993 issue 7 (=G), the 15 October issue, in .INF
format (after being unzipped).
+----------------------+
| Where to Find DSNEWS |
+----------------------+
Outside IBM
-----------
DSNEWS zipped files are found on several e-mail and BBS systems:
o America Online, in the OS/2 forum, in the Newsletters library
o CompuServe, in OS2DF2 forum, *DAP library section 14
and in OS2DF1 forum, OPEN FORUM library section 15
o GEnie, in OS/2 Software Library 16
o Gopher, in index.almaden.ibm.com, OS/2 Information menu; also in
bobblair.austin.ibm.com
o IBM Canada BBS, in file area 35, OS/2 Programming
o IBM Europe/Middle East/Africa (EMEA) BBS, in file area DOCS.PUBS
o IBM France OS/2 Developer Assistance Program BBS, in area PUBS01
o IBM OS2BBS (TALKLink), in OS/2 Software Library, in Documents and Info
o IBM Personal Computer Company BBS, in file area 11, OS/2 Programming
o Internet, in anonymous FTP server software.watson.ibm.com, in
directory /pub/os2/info
o PRODIGY, in the OS/2 Club topic's download library under IBM Files
Note: If you cannot find files named dsn... (in lower case), look for
files named DSN... (in upper case).
Within IBM
----------
All 1994 issues, in ASCII and INFBIN formats, are in DSN4 PACKAGE in the
OS2TOOLS tools catalog *only*. To obtain DSN4 PACKAGE, type
TOOLCAT OS2TOOLS GET DSN4 PACKAGE
or
TOOLS SENDTO KGNVMCB PCTOOLS OS2TOOLS GET DSN4 PACKAGE
You can also request DSN4 PACKAGE by typing
REQUEST DSN4 FROM V1ENG AT BCRVM1
To subscribe to DSN4 PACKAGE, type
TOOLS SENDTO KGNVMCB PCTOOLS OS2TOOLS SUB DSN4 PACKAGE
All 1993 issues, in ASCII and INFBIN formats, are in DSNEWS PACKAGE in
the MKTTOOLS, OS2TOOLS, and PCWIN tools catalogs. To obtain
DSNEWS PACKAGE, type
TOOLCAT catalogname GET DSNEWS PACKAGE
or
TOOLS SENDTO catalogdisk GET DSNEWS PACKAGE
where
catalogname MKTTOOLS is on catalogdisk USDIST MKTTOOLS MKTTOOLS
catalogname OS2TOOLS is on catalogdisk KGNVMCB PCTOOLS OS2TOOLS
catalogname PCWIN is on catalogdisk BCRVMMS1 PCWIN PCWIN
Examples: TOOLCAT MKTTOOLS GET DSNEWS PACKAGE
TOOLS SENDTO USDIST MKTTOOLS MKTTOOLS GET DSNEWS PACKAGE
You can also request DSNEWS PACKAGE by typing
REQUEST DSNEWS FROM V1ENG AT BCRVM1
DSNEWS PACKAGE is no longer being updated every month. 1994 updates are
made to DSN4 PACKAGE.
Note: Use a monospace font to print the ASCII version.
+------------------------------------+
| Formats of DSNEWS Other Than ASCII |
+------------------------------------+
Outside IBM, .INF and PostScript formats are available for some (not
all) issues of DSNEWS. Consult the back issues chart above for details.
Within IBM, other formats of DSNEWS are available. The DSNEWSB PACKAGE
in the OS2TOOLS catalog contains all issues of DSNEWS in BookMaster,
LIST34820, OS/2 .INF, and PostScript formats.
PSP Developer Support produces only the ASCII version of DSNEWS. Other
formats are produced by IBM volunteers. Consequently, future issues of
DSNEWS will be provided in formats other than ASCII as time permits.
+-----------------------------------+
| Notice to Readers Outside the USA |
+-----------------------------------+
It is possible that the material in this newsletter may contain
references to, or information about, IBM products (machines and
programs), programming, or services that are not announced in your
country. Such references or information must not be construed to mean
that IBM intends to announce such products, programming, or services in
your country.
+------------------------+
| Send Us Your Feedback! |
+------------------------+
Your comments about this newsletter are important to us. Please send
your feedback to IBM PSP Developer Support News at:
o CompuServe (R): 74150,44
o Internet (R): dsnews@vnet.ibm.com
o IBMMAIL: USIB33NP
o Fax: 1-407-443-3241
o Mail: Newsletter, Internal Zip 2230, IBM Corporation,
1000 N.W. 51st Street, Boca Raton FL 33431, USA
========================================================================
+-------------------------------------------------+
| IBM Personal Software Support Center User Guide | suptguid
+-------------------------------------------------+
Search code --> suptuse
Using the IBM Personal Software Support Center
----------------------------------------------
IBM Software Solution Services, the IBM Support Center for the Personal
Software Products family, provides technical assistance for supported
Personal Software Products.
Each product in the Personal Software Products family provides an
entitled service period at no additional charge. This period is
generally 60 or 90 days. Refer to the Statement of Service provided
with each product.
Before You Call Support
-----------------------
To provide prompt and accurate assistance, the support center depends on
you to identify the source of your problem and to make an effort to
resolve it using the available resources. Your first step should be to
consult the appropriate product documentation. For example, the OS/2
manual "Using the Operating System" contains a chapter titled "Solving
Problems." This chapter provides information you can use to try to solve
many problems yourself. You should also research your question or
problem using the support tools available:
o IBM FAX Information Service
IBM FAX provides up-to-date product, software, and education
information 7 days a week, 24 hours a day. There is no charge
associated with this service. The number for the IBM FAX Information
Service is 1-800-IBM-4FAX (1-800-426-4329).
o TALKLink (OS2BBS, DOS Bulletin Boards, Network Systems Bulletin
Boards, or Local Area Network Bulletin Boards)
TALKLink is an IBM service available via IBMLink. Customers can
converse electronically with each other and the worldwide internal
IBM community on a wide variety of topics related to the acquisition,
installation, support, and use of products and services marketed by
IBM or a related business affiliate. TALKLink provides access to the
OS/2, DOS, Network Systems and Local Area Network Bulletin Boards,
providing customers the capability to review information
electronically, submit questions or requests, and receive answers or
information.
o Any CD-ROM packages containing technical information
o Quick-Help System for IBM Software Service and Support
The Quick-Help System is available 24 hours a day, and provides
customers free access to answers to the most frequently asked
technical support questions, both usage and defect-related. It also
provides product information, access to a sales person to order
products, and access to an extensive FAX library of hints and tips.
To access the intelligent voice response system, call IBM Software
Solution Services at 1-800-992-4777 and follow the prompts. To access
the technical tips, press 1 for technical support on a software
problem, and then press 1 for quick-help tips and answers.
Placing Your Call
-----------------
After you have completed the process described in "Before You Call
Support" and have been unable to resolve your question or problem, call
IBM Software Solution Services at 1-800-992-4777. The Software Solution
Services representative will ask for your warranty registration number
to verify your entitlement.
A problem management record (PMR) will be created in the support
center's Retain database to track your incident, and it will be updated
with your incident description. You will be given the assigned problem
number (PMR number); please make note of this number and use it for any
future calls for assistance with the same incident. A description and
history of your incident will be maintained in this problem record, so
you will not have to repeat information if resolution of your incident
requires more than one telephone conversation.
Your PMR will be assigned a severity code, based on the following
definitions:
o Severity 1 - You are not able to use a program. This is a critical
condition that requires an immediate solution.
o Severity 2 - You are able to use the program but are severely
restricted.
o Severity 3 - You are able to use the program with limited functions
that are not critical to the overall operation.
o Severity 4 - You have found a way to circumvent the problem.
How Support Handles Your Call
-----------------------------
The IBM Software Solution Services representative will assist you, if
necessary, in determining the failing product. The representative might
search the database of known problems for the resolution for your
incident. Or, if you are calling during regular business hours, you
might be passed directly to the next level of support, the Product
Specialist. (Some products have Limited Support; for these products,
calls are taken only during certain hours, and you will receive a
callback within four business hours.) There are separate support
locations for each product set. For the majority of products, you will
be transferred directly to the next available Product Specialist for the
specific product.
The Product Specialist will assist with incident resolution by:
o Answering questions pertaining to the use and operation of current
releases of eligible programs
o Searching the known-problem database for defect correction
information, if required
o Assisting with identification of the source of a problem
Nearly 70 percent of the calls received by the support center are
resolved during the initial call. However, if more extensive analysis is
required to isolate and resolve the problem, the Product Specialist will
forward your problem management record to a Product Expert. The Product
Expert will call you back and will continue with incident resolution by:
o Providing incident ownership to closure
o Providing problem analysis
The support center's goal is to place this callback before the end of
the next business day.
Defect Resolution
-----------------
If the Product Expert determines that the problem you have encountered
is a defect in IBM-supported code, and has not been previously reported,
we will collect as much diagnostic information as possible from you and
try to re-create the problem. If we can re-create the problem or feel
certain we have enough information to perform the necessary debugging,
an APAR (Authorized Program Analysis Report) is created in the Retain
database, and the appropriate development team is notified. (Please make
note of the APAR number for future reference.) When appropriate, the
Product Expert will attempt to develop a work-around to be used until a
fix for the APAR is developed and available.
Closing a PMR
-------------
Problem Management Records are closed when they are inactive and no
further action is required. This generally means that a mutually
acceptable solution has been provided, or that a solution has been
provided and the PMR has been inactive for 28 days or more. All PMRs are
purged out of the Retain database 28 days after they have been closed.
As soon as they have been purged, no information regarding the PMR is
available.
Escalation Procedures
---------------------
If at any time you are not satisfied, you may ask to speak to a "duty
manager." The duty manager will determine what resources are required
and ensure your incident receives prompt attention.
If you are still not satisfied with the response you are receiving, call
1-800-992-4777 and ask for the Solution Management Center.
IBM Personal Systems HelpCenter
-------------------------------
Support for IBM PC Company hardware products is provided through the IBM
Personal Systems HelpCenter. The HelpCenter can answer questions about
usage, installation, and configuration, and perform problem
determination. If it is determined that the customer's computer needs to
be repaired, the HelpCenter will help the customer get it serviced.
Additionally, the HelpCenter can help customers locate IBM authorized
dealers and their area.
The phone number for the IBM Personal Systems HelpCenter is
1-800-PS2-2227 (1-800-772-2227).
Search code --> supttalk
TALKLink
--------
TALKLink is an IBM service available via IBMLink. Customers can converse
electronically with each other and the worldwide internal IBM community
on a wide variety of topics related to the acquisition, installation,
support, and use of products and services marketed by IBM or a business
affiliate.
TALKLink provides the following capabilities for customers to review
information electronically, submit questions or requests, and receive
answers or information:
o Conferences and forums
Provides question-and-answer bulletin boards containing various
product-related topics. Items posted on these bulletin boards are
shared between BBS users and IBM personnel worldwide.
o Customer-to-customer messaging
Gives customers the ability to send private messages to each other.
o Software library
Downloads application programs and uploads contributions.
News and announcements
Contains recent information regarding products and services.
Search Service
Searches IBM databases via interactive mode. This search facility
includes a large question and answer database of items, IBM System
Center Flashes, and IBM problem management libraries. This database
contains information about problems and fixes. (This search facility
is limited in function if TALKLink is not accessed through IBMLink.)
o Support
Customers can initiate, review, or respond to dialog in the
conferencing areas. The conference or forum owner will monitor these
entries for appropriate responses. Users can also place orders for
product-related materials.
Customers may also request that IBM activate their TALKLink ID for
submitting requests for IBM Service and Support.
Customers can submit a DEFECT report electronically. IBM will
acknowledge submission of the incident. If it is determined that the
program contains a defect, and if a fix is made available, it will be
provided as an interim or pervasive fix or in a future ServicePak.
Customers should monitor TALKLink to determine availability of the
fix.
To obtain an information package and registration information for
TALKLink, call 1-800-547-1283.
Included with the TALKLink documentation is a User Guide that guides you
through the installation and setup of TALKLink. Refer to that
documentation for information on initiating the service.
If you encounter any problems with TALKLink, such as when linking to the
network (IIN) or using FORBROWSE, call 1-800-727-2222 for assistance.
Search code --> suptcis
Reporting Problems Via CompuServe or Internet
---------------------------------------------
Electronic support for OS/2 is available on CompuServe. The primary
purpose of electronic support is to provide a platform where users of
IBM OS/2 can conveniently and freely exchange ideas and information
among themselves and a cross-section of the IBM population. Through
forums, divided into areas of interest, you will be able to discuss OS/2
with many IBM personnel skilled in these interest areas.
CompuServe gives its members the ability to:
o read and leave messages for each other
o obtain text files containing tips and techniques
o retrieve program updates and files
o search a large data base for information on OS/2
o read IBM's news articles and announcements
o communicate directly with OS/2 Technical Support
You can access the OS/2 forums by entering GO IBMOS2 at any ! prompt.
IBM provides defect support via CompuServe for these products:
o IBM OS/2 Base Operating System
o IBM OS/2 Extended Services
o IBM OS/2 LAN Server
If you have how-to or other questions about OS/2 -- not defect questions
-- please refer to these sources:
o The OS/2 publications
o The OS/2 on-line help and README
o Submit an item to the appropriate section within the one of the
IBMOS2 forums. Many OS/2 users and IBM employees volunteer their time
to assist fellow OS/2 users.
If, after having discussed an OS/2 operation or procedure on the forum
and researched it in the manuals, you feel that it is the result of a
defect with one of the IBM OS/2 products listed above, follow this
procedure to use CompuServe to report the suspected defect:
o Download PROBLM.TXT from the IBM Files Library (Library 17) in the
OS2SUPPORT forum on CompuServe.
NOTE: The file PROBLM.TXT is reproduced below, after the section
about reporting problems via PRODIGY.
o Fill out the PROBLM.TXT as completely as possible using any editor.
o Using CompuServe mail, send the completed PROBLM.TXT form to the
corresponding IBM OS/2 defect reporting ID. OS/2 Base Operating
System defect reports should be mailed to 76711,610. Extended
Services or LAN Server defect reports should be mailed to 76711,611.
IBM will reply as soon as possible, within 48 hours of the time we
receive your PROBLM.TXT defect report. The 48 hours excludes weekends
and holidays. As an example, if you mail a PROBLM.TXT report on Friday
at 6 PM, we will not receive that report until Monday morning.
IBM will reply via CompuServe mail to each new PROBLM.TXT defect report
we receive. Our reply to you will include a Problem Management Record
(PMR) number. This number is used by IBM to track each unique problem
reported by each customer. The IBM reply will also include any other
information necessary for the situation.
If your problem description matches a previously reported defect that
has been addressed and closed by IBM, we will provide the explanation,
work-around, or directions to obtain a fix. Most fixes are available
for download on CompuServe.
If your problem description matches a previously reported defect that
has not yet been addressed by IBM, we will inform you that you have
added to the Interested Parties list for the IBM APAR. IBM will contact
you once the APAR has been addressed. (An APAR is an Authorized Program
Analysis Report. An APAR is opened on each unique problem that is to be
addressed by development.)
If your problem description does not match a previously reported defect,
the IBM reply will indicate that your PMR has been forwarded to the
analysts who specialize in problems of the type you reported. IBM will
contact you when your problem is addressed. IBM may also contact you
with requests for additional information needed to address your defect
report.
IBM will use CompuServe mail for communication with you regarding your
PROBLM.TXT defect report. However, if we feel that voice contact is
necessary to expedite the process, we may contact you via telephone.
IBM is dedicated to resolving each PMR in a time frame acceptable to our
customers. However, IBM does not guarantee a time frame in which a PMR
will be addressed. If you have an inquiry regarding the status of your
PMR while IBM is working on it, please feel free to reply back to us via
CompuServe mail. (OS/2 Base Operating System status inquiries should be
mailed to 76711,610. Extended Services or LAN Server status inquiries
should be mailed to 76711,611.) We will check the status of your PMR and
reply to you within 48 hours.
Search code --> suptprod
Reporting Problems Via PRODIGY
------------------------------
Electronic support for OS/2 is also available on PRODIGY.
Customers can submit the OS/2 Problem Report Form for defects on-line by
going into the OS/2 Exchange and selecting "Submit OS/2 Problem Report."
NOTE: This form is reproduced immediately below.
IBM's handling of this problem report is identical to the process
described in the CompuServe section above.
========================================================================
+-------------------------+
| OS/2 Defect Report Form | dfctform
+-------------------------+
(Note: This is the form found in the file PROBLM.TXT on CompuServe and
PRODIGY.)
THIS SUPPORT IS AVAILABLE FOR U.S. CUSTOMERS ONLY
Contact person: __________________________________
Registration number: ______________________
Phone number: (___) ___-____ x____ Phone number where you can be
Fax number: (___) ___-____ x____ contacted between 8 AM and 5 PM
Monday through Friday except US
national holidays
Note: Support will normally be handled electronically through CompuServe
mail. IBM may contact you via telephone if it will expedite
resolution of the problem.
Would you rather be contacted by phone? Y _ N _
Customers should use this form to report a suspected OS/2 defect to IBM
support.
IBM employees should refer to the OS2DFECT FORUM on the IBMPC
conferencing disk for instructions on how to report an OS/2 defect.
If you have how-to or other questions about OS/2, please refer to these
sources:
- The OS/2 on-line help and README.
- If you have a CompuServe ID, you may submit an item to the
appropriate section within the forums under IBMOS2 (GO IBMOS2).
- Many bulletin-board systems contain forums where OS/2 users share
information and ideas about OS/2.
Please provide as much information as possible about your problem. Feel
free to add more space or to remove sections of the form that are not
relevant to your problem.
************************************************************************
One-line description of the OS/2 problem:
________________________________________________________________________
Detailed problem description - If possible, provide a step-by-step
recreation scenario. Also, please include any fixes or workarounds you
may have already tried:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Enter any error messages that occur: ___________________________________
________________________________________________________________________
Select the appropriate answers by placing an X in the space indicated.
Can you recreate the problem? Y _ N _
Has the problem occurred on more than one system? Y _ N _
OS/2 Operating System Software Configuration:
OS/2 version........: _______
CSD level...........: _______
Revision level......: _______
Note: Use the SYSLEVEL command from an OS/2 window to determine CSD
level.
Use the VER/REV command from a DOS window to determine revision
level.
Hardware configuration (provide as much information as possible):
Brand / model of PC : _________________________________________________
Microprocessor
brand.............: Intel _ Other (specify) ________________________
type..............: 286 _ 386SX _ 386DX _ 486SX _ 486DX _
speed.............: __ MHz
Total RAM ..........: __ MB
OS/2 is set up as...: Boot Manager _ Dual-Boot _ Stand-Alone _
Disk drive (repeat this section for every physical disk drive)
brand.............: ________________________
model #...........: _____________
type (interface)..: IDE _ ESDI _ SCSI _ MFM _ RLL _ Unknown _
total size........: _____________
partitions........: _________________________________________________
_________________________________________________
(please include drive letter, size, and format)
Manufacturer and model number of
Disk controller...: ______________________
System BIOS.......: ______________________
Video adapter.....: ______________________
Display...........: ______________________
Video RAM...........: _____KB
Video Type..........: EGA _ VGA _ SVGA _ XGA _ 8514 _
Drive A: media size.: 3.5-inch _ 5.25-inch _
Drive B: media size.: 3.5-inch _ 5.25-inch _
Other adapters......: __________________________________________________
__________________________________________________
Is your PC connected to a network? Y _ N _
If yes, please fill out the relevant network software questions listed
below the trap information, even if you feel that your network is not at
fault.
TRAP INFORMATION - If a TRAP occurs and results in the 16-bit trap
display similar to the following, enter any of the register values that
you recorded:
Session title: _________________________________________________________
TRAP ____
AX= ____ BX= ____ CX= ____ DX= ____ BP= ____
SI= ____ DI= ____ DS= ____ ES= ____ FLG= ____
CS= ____ IP= ____ SS= ____ SP= ____ MSW= ____
CSLIM= ____ SSLIM= ____ DSLIM= ____ ESLIM= ____
CSACC= __ SSACC= __ DSACC= __ ESACC= __
ERRCD= ____ ERLIM= ____ ERACC= __
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
If a TRAP occurs and results in the 32-bit trap display similar to the
following, enter any of the register values that you recorded:
TRAP ____ ERRCD= ____ ERACC= ____ ERLIM= ________
EAX= ________ EBX= ________ ECX= ________ EDX= ________
ESI= ________ EDI= ________ EBP= ________ FLG= ________
CS:EIP= ____ : ________ CSACC= ____ CSLIM= ________
SS:ESP= ____ : ________ SSACC= ____ SSLIM= ________
DS= ____ DSACC= ____ DSLIM= ________ CR0= ________
ES= ____ ESACC= ____ ESLIM= ________ CR2= ________
FS= ____ FSACC= ____ FSLIM= ________
GS= ____ GSACC= ____ GSLIM= ________
The system detected an internal processing error at location:
____ : ________ - ____ : ________
_____ , ____
________
Internal revision _ . ___ Date: __/__/__
PRINTER - If this is a printer problem, please provide the following:
Printer vendor: __________________ model ....: ________________
Driver name ..: __________________ port used : ________________
Printer is attached to: Local _ LAN Server _ Host _
COMMUNICATIONS MANAGER - If this is a problem with Communications
Manager, please provide answers in this section:
OS/2 Extended Services ............: _ CSD Level: _______
OS/2 EE Communications Manager 1.3 : _ CSD Level: _______
Describe your Communications Manager configuration (DFT, T-R, etc):
________________________________________________________ ________
________________________________________________________ ________
LOCAL-AREA NETWORK - If this is a local-area network problem, please
enter information about the LAN involved.
LAN Server: OS/2 LAN Server Version 1.3 : _ CSD Level: ________
OS/2 LAN Server 2.0 Entry ..: _ CSD Level: ________
OS/2 LAN Server 2.0 Advanced: _ CSD Level: ________
OS/2 LAN Server 3.0 Entry ..: _ CSD Level: ________
OS/2 LAN Server 3.0 Advanced: _ CSD Level: ________
LAN Requester:
LAN Server 3.0 Requester....: _ CSD Level: ________
LAN Server 2.0 Requester....: _ CSD Level: ________
OS/2 1.3 Requester..........: _ CSD Level: ________
DOS LAN Requester:
LS 3.0 Requester ...........: _ CSD Level: ________
LS 2.0 Requester ...........: _ CSD Level: ________
OS/2 1.3 Requester .........: _ CSD Level: ________
DOS version: ____ DOS vendor: _________________
Is the failing system a domain controller? Y _ N _
Is the failing system an additional server? Y _ N _
DATABASE MANAGER - If this is an OS/2 Database Manager problem, please
enter information about the DataBase Manager problem below.
SQL error code .......: ________
Secondary return code : ________
Error occurs when database is being accessed as:
Standalone .......: Y _ N _
Requester (client): Y _ N _
Database server ..: Y _ N _
Using RDS ........: Y _ N _
Using LAN ........: Y _ N _
If the error is occurring at a requester, can the problem be recreated
at the server? .....: Y _ N _
Error occurs in which application?
Query manager.....: _
LI ...............: _ (Command-Line Interface)
User application..: _
If a trap has occurred, provide the SQLABEND results:
________________________________________________________ _________
________________________________________________________ _________
________________________________________________________ _________
PLEASE REVIEW ALL OF THIS PROBLEM REPORT BEFORE SENDING. When you are
ready to send this OS/2 Problem Report, send the form via CompuServe
mail to:
Base problems - Base Support, 76711,610
ES/LS problems - ES/LS Support, 76711,611
(ES = IBM Extended Services, LS = IBM LAN Server)
========================================================================
(continuing with the Support Center User Guide)
Search code --> suptos2
OS/2 and PC DOS Team Descriptions and Required Problem Information
------------------------------------------------------------------
Support for the OS/2 and PC DOS operating systems is divided into 15
teams. They are:
1. DISK - Hard-disk-related and file-system-related problems
2. DOSAP - DOS applications and DOS session problems
3. HNGTR - Hangs or TRAPs that cause the system to halt or fail
4. INSTL - Problems experienced during installation
5. MKBCM - I/O problems, excluding disk, print, and video
6. MMPM - Multimedia Extensions shipped with OS/2
7. MMDOS - DOS multimedia programs running on OS/2
8. MMWIN - Windows multimedia programs running on OS/2
9. MMVID - Ultimotion Video IN problems
10. OTHER
11. PRINT - Print output
12. VIDEO - Graphical output
13. WINAP - Problems with Windows applications and WIN-OS/2 subsystem
14. WPSHL - PM-related and Workplace Shell (WP)-related problems
15. PCDOS - PC DOS
The Software Solution Services representative will be able to direct
your call more efficiently if you can determine which team would be the
appropriate one to assist with your problem or question. It may not
always be obvious which team should handle an individual request for
assistance. The Software Solution Service representatives will use
their experience to assist customers in routing calls to the correct
team when necessary. The Software Solution Services representative will
be the final arbiter in determining where to route a call.
Each of these teams requires detailed information for initial problem
determination. Included with each team description is the specific
information required by that team. Obtaining as much of this problem
information as possible prior to placing a call for assistance will
enable the support center representative to resolve your problem more
efficiently. Some information, such as manufacturer, model number, and
size of a diskette drive, might be printed on the hardware. Other
details, such as the size of a cache or the resolution of a display,
might be provided in the documentation that came with the hardware. You
may not be able to obtain some of the more technical data; the Support
Center representative will assist you in obtaining this information.
When describing a problem, always include information such as:
o The frequency of the problem
o Whether it can be re-created
o The text of any message that was displayed on the screen
o Which hardware and applications were being used when the problem
occurred
o Other sessions and programs open at the time of the problem
o What application, if any, was running in the background
o What was attempted to resolve the problem
Hardware and Software Configuration Information
-----------------------------------------------
The following configuration information should be provided for every
problem, regardless of the team involved:
OS/2 warranty registration number: ____________________________________
(On the inside front cover of "Using the Operating System".)
OS/2 version: _________________________________________________________
(Type VER at a command prompt to get this information.)
Current CSD level of OS/2 Base Operating System: ______________________
(Type SYSLEVEL at a command prompt to get this information.)
System manufacturer, model, type: _____________________________________
Processor:
____ 386 ____ 386SX ____ 386DX
____ 386SLC ____ 486 ____ 486SX
____ 486DX ____ 486SLC ____ 486SLC2
System processor speed: _________ MHz
System memory size: _________ MB
System BIOS manufacturer: _____________________________________________
System BIOS date: _____________________________________________________
System BIOS version: __________________________________________________
Is this a Dual-Boot machine? ____ Y ____ N ____ Not Applicable
Following are descriptions of each of the 15 support teams for operating
systems.
Search code --> suptdisk
Team 1. DISK - Hard-disk-related and file-system-related problems
-----------------------------------------------------------------
The DISK team is responsible for all hard-disk-related and
file-system-related problems, including:
o All of the following hardware-related problems:
- SCSI, ESDI, MFM, IDE, and RLL controllers and attached devices
- CD-ROM, tape, floppy diskette drive and other mass storage devices
NOTE: CD-ROM, video, or audio-related problems in an OS/2
multimedia program go to MMPM team 6.
o All of the following file-system-related issues:
- HPFS, FAT
- FDISK, FORMAT
- Diskcache
- CHKDSK and Extended Attributes (EAs)
- BACKUP, RESTORE
- File system commands XCOPY, COPY, DIR, DEL, UNDELETE, etc.
o All of the following file system APIs:
- DOSWRITE, DOSREAD, DOSOPEN, etc.
- Named pipes and named pipes APIs
- Queues and queue APIs
o Boot manager problems
o System initialization problems (CONFIG.SYS processing)
o VCDROM.SYS-related problems
o Exceptions:
- Drives object problems on the desktop go to WPSHL team 14
- CD-ROM MSCDEX-related problems go to DOSAP team 2
- STARTUP.CMS-related problems go to OTHER team 10
- For HPFS386 issues, see the LAN Systems support section below
Disk Problem Information
------------------------
Error experienced:
____ System error message: ___________________________________________
____ Functionality
____ Hang
____ Trap (also fill in the trap information below)
____ Diagnostic error
____ Other: __________________________________________________________
Disk controller manufacturer: _________________________________________
Disk controller type: _________________________________________________
Hard disk manufacturer: _______________________________________________
Diskette drive manufacturer: __________________________________________
Diskette drive size: ____ 3.5" ____ 5.25"
Diskette drive capacity: ____ MB ____ KB
External drive manufacturer: __________________________________________
Tape backup manufacturer: _____________________________________________
Removable drive manufacturer: _________________________________________
CD-ROM drive manufacturer: ____________________________________________
Optical drive manufacturer: ___________________________________________
Problem description: __________________________________________________
________________________________________________________________________
________________________________________________________________________
Disk Partition Information
--------------------------
Partition number:
____ 1 ____ 2 ____ 3
____ 4 ____ 5 ____ 6
____ Other
Drive letter for partition:
____ C ____ D ____ E ____ Other
____ F ____ G ____ H
Status type: ____ Bootable ____ Installable ____ Startable
Partition type:
____ Logical ____ Primary ____ Primary/Logical
File system type:
____ FAT ____ HPFS ____ HPFS386
____ Boot Manager ____ Free Space ____ Unformatted ____ Compressed
Compression type:
____ DCF/2 ____ Stacker for DOS
____ Doublspace ____ Stacker for OS/2
____ Other ____ Superstor
Partition size:
____ 1 MB ____ 50 MB ____ 100 MB
____ Other: ___________________________________________________________
Partition use:
____ DOS Boot ____ OS/2 Boot ____ Data
____ Dual Boot ____ Unformatted
Search code --> suptdosc
Team 2. DOSAP - DOS application and DOS session problems
--------------------------------------------------------
The DOSAP team is responsible for DOS session problems:
o DOS applications ONLY.
o DOS startup (virtual machine boot - VMB) diskettes, including
FSACCESS and FSFILTER.
NOTE: DOS startup (virtual machine boot) diskette configuration
problems running MSCDEX with an OS/2 unsupported CD-ROM drive are
handled by (this) DOSAP team 2. Multimedia problems in this
configuration are handled by MMDOS team 7.
NOTE: VCDROM.SYS provides MSCDEX compatibility in a DOS session
for OS/2-supported CD-ROM drives. Problems with VCDROM.SYS
functionality in a DOS session when using an OS/2-supported CD-ROM
drive should go to DISK team 1.
o DOS application performance tuning.
o DOS communications programs that do not use the COM port or LPT
ports, for example: PC 3270 for DOS, PC Support 5250 for DOS, DOS
LAN Requester, etc. Exceptions:
- PRODIGY, Qmodem, Telix, ProComm, BBS programs, etc. go to MKBCM
team 5.
- DOS fax programs having transmission problems go to MKBCM team 5.
- LapLink-type programs experiencing data transfer problems over a
parallel cable link (via LPTx) should go to PRINT team 11. Data
transfer problems over a serial cable link or modem (via COMx) go
to MKBCM team 5.
o DOS application migration AFTER the migration database has failed to
locate the DOS application in its database.
NOTE: Problems with the migration program go to INSTL team 4.
(This) DOSAP team 2 handles incorrect DOS application settings
listed in the migration database.
o DOS application named pipes (for OS/2 named pipes, see DISK team 1).
- INT 21h functions 5F32h through 5F3Ah are supported by (this)
DOSAP team 2.
- INT 21h functions 5F3Bh through 5F53h are supported by the LAN
Systems support team. See the LAN Systems section below.
o In the DOS_SETTINGs for DOS application program objects, there are
many settings. Problems with DOS_SETTINGs beginning with the letters
DOS, DPMI, EMS, HW, IDLE, and MEM are handled by (this) DOSAP team 2.
Other DOS_SETTINGs are handled by the teams that support the function
being performed. For example, DOS_SETTINGs that begin with VIDEO are
supported by VIDEO team 12. For clarification of which team handles
the various virtual device drivers and the DOS_SETTINGs and
WINDOW_SETTINGs, see the table titled "Virtual Device Drivers and
DOS_SETTINGs/WINDOWS_SETTINGs" later in this article.
o The following component files included in OS/2 are supported by
(this) DOSAP team 2:
ANSI.SYS FFIX.EXE SUBST.EXE
APPEND.EXE FSACCESS.EXE VBIOS.SYS
ASSIGN.COM FSFILTER.SYS VCMOS.SYS
BASIC.COM HIMEM.SYS VDMA.SYS
BASICA.COM JOIN.EXE VDPMI.SYS
COMMAND.COM MEM.EXE VDPX.SYS
DEBUG.EXE MORTGAGE.BAS VEMM.SYS
DOSKEY.COM MSD.EXE VMDISK.EXE
DOSKRNL QBASIC.EXE VNPX.SYS
EDLIN.COM QBASIC.HLP VPIC.SYS
EMM386.SYS SETCOM40.EXE VTIMER.SYS
EXIT_VDM.COM SQ4FIX.COM VXMS.SYS
NOTE: SHARE.EXE compatibility is built into OS/2 DOS sessions.
Problems with SHARE compatibility are handled by (this) DOSAP team
2.
This is not an all-inclusive list, because some DOS emulation support
is also built into the OS/2 Kernel file and other modules in the
operating system.
o Exceptions:
- DOS application printing problems should be routed as follows:
-- Problems in which the print job is printing through an LPT
port go to PRINT team 11.
-- Problems in which the print job is printing through a COM port
go to MKBCM team 5.
- DOS programs requiring the use of a security device such as a
sentinel or dongle connected to an LPT port, and having problems
printing or running due to the device not being found, go to
PRINT team 11.
- Application Programming Interface (API) calls starting with the
letters DOS are not supported by (this) DOSAP team 2. Look to the
function provided by the API for team ownership. For example:
-- DosCallNamePipe is a file-system API, owned by DISK team 1.
-- DOSStartSession is a session-management API, owned by OTHER
team 10.
-- DOS window session-specific functions, such as those used to
change the FONT size, MARK, COPY, etc., go to WPSHL team 14.
Clipboard pasting problems go to MKBCM team 5.
-- DOS programs having sound card problems (for example, no sound
is coming from a game) go to MMDOS team 7. MIDI, scanning, and
some CD-ROM multimedia problems also go to MMDOS team 7. DOS
games having problems where multimedia hardware is NOT
involved (for example, when a sound card, midi synth, scanner,
etc. is not required to demonstrate the problem) are handled
by (this) DOSAP team 2.
DOS Session Problem Information
-------------------------------
DOS application running from:
____ Can't get VMB running ____ Can't start VDM
____ DOS Full-Screen VMB ____ DOS Full-Screen VDM
____ DOS Window VMB ____ DOS Window VDM
(VMB = Virtual Machine Boot, VDM = Virtual DOS Machine)
VMB DOS version: ______________________________________________________
Does the application run in "real" DOS?
____ Yes, it works fine ____ No, it also fails
____ Haven't tried it ____ Not applicable
Video information:
____ Running DOS full-screen, text-only session
____ Running DOS window, text-only session
Network requester type: _______________________________________________
____ No LAN - application not involved in failure
____ No LAN - application running locally
Problem classification:
____ 3270 terminal emulation
____ 5250 terminal emulation
____ A: drive not working
____ Accounting
____ Application-generated error message
____ Application installation
____ Background execution not working
____ BBS (Bulletin Board System)
____ BIOS interrupt function call not working like DOS
____ CAD (Computer-Aided Design)
____ Can't get VMB (virtual machine boot) running
____ Can't start VDM (virtual DOS machine)
____ CD-ROM (DOS/MSCDEX) problems
____ COM/Serial async communications
____ Database
____ Desktop publishing
____ DMA (direct memory access) not working as expected
____ Dongle not seen
____ DOS command not working like DOS
____ DOS interrupt function call not working like DOS
____ DOS Named Pipe problems
____ DOS_SETTINGS problems
____ DPMI (DOS protected mode interface) not working as expected
____ Editor
____ Educational
____ EMS not working as expected (expanded memory)
____ FAX problem
____ Games not working
____ Graphics not working
____ Keyboard-related problem
____ LAN usage problems
____ Mouse-related problem
____ Non-async, non-terminal I/O problems
____ Not applicable
____ OS/2-generated error message: SYS_______________________
____ Other terminal emulation
____ Print job not printing
____ Printing-related problem
____ Programming or compiler problem
____ Sentinel not seen
____ Sound: PC speaker
____ Sound: sound board (Sound Blaster/ProAudio Spectrum)
____ Spreadsheet
____ Tape drive not working
____ VDM performance problems
____ Video or screen problems
____ Word processing
____ XMS not working as expected (extended memory)
Application name: _____________________________________________________
____ Not applicable
Application version: __________________________________________________
____ Not applicable
Application vendor: ___________________________________________________
____ Not applicable
Vendor's support phone number: ________________________________________
____ Not applicable
Have you contacted the vendor? ____ Y ____ N ____ Not applicable
Application originally installed from:
____ Not applicable
____ DOS window (VDM) from disk
____ DOS full-screen (VDM) from disk
____ DOS window (VMB) from disk
____ DOS full-screen (VMB) from disk
____ Real DOS
____ the LAN
____ a CD-ROM
____ Laplinked copy
____ Restored from backup disks
____ Restored from backup tape
____ Not installed - runs from diskette
Program object created via:
____ Not applicable
____ Migration database
____ Program object template (manually)
____ None created - runs from command prompt
Error seen or problem type:
____ DOS command not working like DOS
____ Application-specific
____ DOS 16/M xxx
____ Drops connection intermittently
____ Full system hang
____ IPE (Internal Processing Error)
(Fill in hang/trap information below)
____ MSCDEX not loaded or found
____ No error messages
____ No problem found
____ SHARE not loaded or found
____ SYS2237 NPX error
____ SYS3176 illegal instruction
(Fill in hang/trap information below)
____ SYSxxxx error: SYS____________________________________
____ Too many files open
____ TRAP (Fill in hang/trap information below)
____ VDM session hang (Ctrl-Esc works)
____ Only see blinking cursor, nothing else
Steps required to re-create the problem: ______________________________
________________________________________________________________________
________________________________________________________________________
Search code --> supthang
Team 3. HNGTR - Hangs or TRAPs that cause the system to halt or fail
--------------------------------------------------------------------
The HNGTR team is responsible for problems that cause the system to halt
or fail. This includes:
o Hangs - This team is responsible for complete system hangs that cause
the computer to be halted or inoperable, with the only means of
recovery being Ctrl+Alt+Delete or turning the computer off and then
back on. This complete system hang is NOT accompanied by ANY error
message. The entire system is considered hung if pressing Ctrl+Esc or
Alt+Esc does NOT bring up the Window List.
If the Window List comes up, the team for the mode of the application
(for example, DOSAP, WINAP, or OTHER) running at the time of the
failure should be consulted.
o TRAPs and IPEs:
- All IPEs (Internal Processing Errors) with NO trap registers above
it. This is different from a TRAP in that the first line of the
error starts with the words "Internal Processing...".
- TRAPs that cause system halts with CS (of CS:EIP) ending in 0 or
8, and the EIP does not begin with 7. If the EIP starts with 7,
the team for the mode of the application (for example, DOSAP or
WINAP) running at the time of the failure should be consulted.
o CREATEDD and DUMPFORMATTER problems
o SHUTDOWN problems where all icons are gone from the desktop
o Exceptions:
- No SYS errors, except for SYS3171 and SYS3175 errors in
DOSCALL1.DLL
- If not DOSCALL1.DLL, the team for the module or file indicated in
the error should be consulted
If a support center representative asks you to obtain a dump, see the
later section titled "The OS/2 Dump Process".
TRAP Messages Problem Information (32-Bit)
------------------------------------------
If the message on the screen starts with TRAP, complete the following
form to record the information EXACTLY as it is displayed on the screen.
TRAP ________ ERRCD= _______ ERACC= ______ ERLIM= ________
EAX= ________ EBX= _______ ECX= ______ EDX= ________
ESI= ________ EDI= _______ EBP= ______ FLG= ________
CS:EIP= ____ : ________ CSACC= ______ CSLIM= ________
SS:ESP= ____ : ________ SSACC= ______ SSLIM= ________
DS= ____ DSACC= ________ DSLIM= ______ CR0= ________
ES= ____ ESACC= ________ ESLIM= ______ CR2= ________
FS= ____ FSACC= ________ FSLIM= ______
GS= ____ GSACC= ________ GSLIM= ______
The system detected an internal processing error at
Location # _____ : ________ - ____ : ________
_____ , ____
________
Internal Revision _ . ___ Date: ___/___/___
After you have recorded the information from the screen, place a check
mark next to the type of session you were using when the system stopped.
___ OS/2 ___ DOS ___ WIN-OS/2
Internal Processing Error Messages Problem Information (16- or 32-Bit)
----------------------------------------------------------------------
If the screen displays INTERNAL PROCESSING ERROR at the top of a
message, complete the following form to record the information EXACTLY
as it is displayed on the screen.
The system detected an internal processing error at location #
____ : ________ - ____ : ________
_____ , ____
________
Internal Revision _ . ___ Date: __ / __ / __
Hard Error Messages (SYSXXX) Problem Information (32-Bit)
---------------------------------------------------------
If the error message is displayed in a box with text followed by two
choices, use the following to record the information on the screen.
First, use the lines below to record the message text EXACTLY as it is
displayed on the screen.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Then, select DISPLAY REGISTER INFORMATION and use the fields below to
record the information EXACTLY as it is displayed on the screen.
P1= _______ P2= _____ P3= ________ P4= ________
EAX= _______ EBX= _____ ECX= _______ EDX= _______
ESI= _______ EDI= _____
DS= _______ DSACC= _____ DSLIM= ______
ES= _______ ESACC= _____ ESLIM= ______
FS= _______ FSACC= _____ FSLIM= ______
GS= _______ GSACC= _____ GSLIM= ______
CS:EIP= ____ : ________ CSACC= ____ CSLIM= ________
SS:EIP= ____ : ________ SSACC= ____ SSLIM= ________
EBP= ________ FLG= ________
Hard Error Messages (SYSXXX) or TRAP Messages (16-Bit)
------------------------------------------------------
First, use the lines below to record the message text exactly as it is
displayed on the screen.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Then, select DISPLAY REGISTER INFORMATION and use the fields below to
record the information EXACTLY as it is displayed on the screen.
AX= _____ BX= _____ CX= _____ DX= ____ BP= _____
SI= _____ DI= _____ DS= _____ ES= ____ FLG= _____
CS= _____ IP= _____ SS= _____ SP= ____ MSW= _____
CSLIM= ______ SSLIM= ______ DSLIM= ______ ESLIM= ______
CSACC= ______ SSACC= ______ DSACC= ______ ESACC= ______
ERRCD= ______ ERLIM= ______ ERACC= ______
Search code --> suptinst
Team 4. INSTL - Problems experienced during installation
--------------------------------------------------------
The INSTL team handles problems related to the installation process of
the OS/2 base operating system. Hardware and setup related problems are
handled by the appropriate device driver team, when all relevant drivers
are configured correctly during installation. The INSTL team handles:
o Dual-boot setup and installation
o Selective install utility program
o Installation over the network
o DDINSTAL problems
o Welcome Folder on a preinstalled system
o Application Migration Utility program (until the creation of the
icon). After the icon is created, responsibility falls to the
appropriate application.
o When installation is complete and the user does not have a default
desktop up and operational, the installation team will determine if
all relevant drivers, etc., have been installed correctly. If so,
the installation team will transfer the call to the appropriate team
to address the problem.
o Exceptions:
- If, during the initial startup, the system makes reference to an
exception in a particular device, the problem should be handled
by that device team.
OS/2 Installation Problem Information
-------------------------------------
Installation setup:
____ Dual-Boot ____ Boot Manager ____ OS/2 only
Problem category:
____ Boot Manager
____ Backup and restoring OS/2
____ BIOS problems during install
____ Configuration
____ Dual-boot configuration
____ Device driver install
____ Hang during install
____ Installation from diskette/prompted
____ Installation from CD-ROM
____ Migration
____ Response file install
____ Remote install
____ Removing OS/2 (un-install)
____ Reboot during install
____ Selective install utility
____ Video problems during install
System manufacturer and model: ________________________________________
System board manufacturer: ____________________________________________
System bus type:
____ Micro Channel ____ ISA ____ EISA ____ don't know
Video board manufacturer: _____________________________________________
Video mode in use:
____ CGA ____ EGA ____ Monochrome
____ VGA ____ SVGA ____ XGA
____ XGA-2 ____ 8514 ____ Image Adapter
Video board chip set or BIOS: _________________________________________
CD-ROM manufacturer: __________________________________________________
Hard-disk manufacturer: _______________________________________________
Hard-disk controller manufacturer: ____________________________________
Hard-disk controller type:
____ ESDI ____ SCSI ____ IDE ____ MFM/RLL
File system:
____ FAT ____ HPFS ____ Non-formatted
Diskette drive A: size:
____ 5.25" 1.2 MB ____ 3.5" 1.44 MB ____ 3.5" 2.88 MB
____ Other
Search code --> suptmkc
Team 5. MKBCM - mouse, keyboard, and COM problems, excluding
disk, print, and video
----------------------
The mouse, keyboard, and COM (MKBCM) team is responsible for all
I/O-related problems that do not involve DISK, PRINT, VIDEO or DOSLAN.
This team handles:
o Communications-port-related problems
o Anything attached to a COM port, including a mouse
o Mouse and keyboard problems
o Mouse performance problems
o Scanners attached as COM devices
o DOS and OS/2 Asynchronous communications applications (modem, BBS,
FAX)
o PMTERM and PMFAX productivity programs
o Codepage support
o Pointing devices other than a mouse, such as trackballs, tablets, and
pens
o Mouse and keyboard APIs and device interface
o Virtual Device Drivers VKBD.SYS, VMOUSE.SYS, and VCOM.SYS
o Pen, PenDOS, PENOS2, touch-sensitive screens
An integral part of the problem determination process for this team is
determining the Input/Output (I/O) addresses in use by the serial
communications adapters that are identified by COMx. This chapter
contains a detailed description of the Industry Standard Architecture
(ISA) for the definition of the ports, and instructions for determining
the I/O addresses in use. Refer to the later section titled "Industry-
Standard Architecture (AT Bus) Overview" for this information.
Keyboard Problem Information
----------------------------
Where does the error occur?
____ DOS ____ Virtual DOS Machine
____ OS/2 ____ WIN-OS/2
____ During boot-up ____ Not applicable
____ Other: __________________________________________________________
Is this a dual-boot machine? ____ Y ____ N ____ Not applicable
Error message or number, If Any: ____________________________________
Application name: ___________________________________________________
Keyboard BIOS level if AMI: _________________________________________
Mouse and Communications Problem Information - Hardware
-------------------------------------------------------
Error message (if any):
____ SYS1201 VMOUSE not installed
____ SYS1201 COM.SYS not installed
____ SYS1201 VCOM.SYS not installed
____ SYS0099 device is already in use
____ SYS1798 device is already in use
____ SYS0049 device is not functioning
____ SYS????: ________________________________________________________
Problem is with the:
____ mouse
____ external modem
____ internal modem
____ external port
____ PCMCIA modem
____ external modem and mouse
____ internal modem and mouse
____ internal pointer
____ external port and mouse
____ PCMCIA modem and mouse
____ IBM touch screen
____ OEM touch screen
Which I/O port is involved?
____ COM1
____ COM2
____ COM3
____ COM4
____ COM?
____ PDI (PS/2 PORT)
____ serial card COM=____
____ BUS card IRQ=____
____ video card COM=____ IRQ=____
____ other: __________________________________________________________
____ not applicable
Where does the error occur?
____ DOS (VDM) application
____ VMB application
____ OS/2 window or full screen application
____ WIN-OS/2 application
____ on boot up/IPL
____ everywhere
____ other (problem described below)
__________________________________________________________________
__________________________________________________________________
COM1 and COM2 configuration:
____ COM1: none + COM2: none
____ COM1: Mouse + COM2: none
____ COM1: Mouse + COM2: External Port
____ COM1: Mouse + COM2: Internal Modem
____ COM1: Mouse + COM2: PCMCIA Mod
____ COM1: External Port + COM2: none
____ COM1: External Port + COM2: External Port
____ COM1: External Port + COM2: Mouse
____ COM1: Internal Modem + COM2: Mouse
____ COM1: Internal Modem + COM2: none
____ COM1: none + COM2: Mouse
____ None of the above:
COM1: __________ + COM2: ____________
COM3 and COM4 configuration:
____ COM3: External Port + COM4: none
____ COM3: External Port + COM4: External Port
____ COM3: Internal Modem + COM4: none
____ COM3: PCMCIA Mod + COM4: none
____ COM3: none + COM4: External Port
____ COM3: none + COM4: Internal Modem
____ COM3: none + COM4: PCMCIA Mod
____ COM3: none + COM4: none
____ None of the above:
COM3: __________ + COM4: ____________
IRQ assignments:
____ COM1: 4 + COM2: 3 +
____ COM1: 4 + COM2: 3 + COM3: 5
____ COM1: 4 + COM2: 3 + COM3: __ +
____ COM1: 4 + COM2: 3 + COM3: __ + COM4: __
____ COM1: __ + COM2: __ + COM3: __ + COM4: __
Are there any IRQ conflicts?
____ Yes: ____________________________________________________________
____ No
____ Don't know
Debug (D 40:0) (in DOS or OS/2):
____ 0040:0000 - enter data below:
__ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __
(Refer to the "Determining I/O Addresses" section below)
____ causes a TRAP, hang, or IPE
Internal modem on COM1 or COM2:
____ external COM1: is disabled
____ external COM2: is disabled
____ there is not an external COM1
____ there is not an external COM2
____ not applicable
Modem manufacturer: ___________________________________________________
Mouse manufacturer: ___________________________________________________
Type of mouse:
____ Track ball
____ 2-button mouse
____ 3-button mouse
____ Laptop rail
____ Other: __________________________________________________________
____ Not applicable
LAN/sound/other adapter?
____ LAN adapter IRQ: ___________
____ Sound adapter IRQ: ___________
____ LAN IRQ: __________ and Sound IRQ: ___________
____ Other: __________ IRQ: ___________
Mouse and Communications Problem Information - CONFIG.SYS
---------------------------------------------------------
First mouse statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= ___________________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= _________________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= _________________________________________________________
Second mouse statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= ___________________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= _________________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= _________________________________________________________
Third mouse statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= ___________________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= _________________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= _________________________________________________________
Fourth mouse statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= ___________________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= _________________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= _________________________________________________________
Other mouse driver statements: ________________________________________
________________________________________________________________________
DEVICE=x:\OS2\COM.SYS:
____ is REMarked out
____ is not present
____ (3,3e8,5)
____ (3,3e8,4)
____ (4,2e8,3)
____ (4,2e8,5)
____ (3,2e8,5)
____ (3,3e8,__)
____ (3,3e8,__) (4,2e8,__)
____ (P,I/O,I) (P,I/O,I) (__________)
____ has no parameters passed
____ not found, SIO.SYS is present
The MOUSE.SYS is listed:
____ before the COM.SYS device driver
____ after the COM.SYS device driver
(this is an INVALID configuration - MOUSE.SYS must come before
COM.SYS)
____ cannot find MOUSE.SYS
____ cannot find COM.SYS
PROTECTONLY=
____ Yes, and this is a mouse problem
____ No, and this is a mouse problem
____ Yes, and VCOM.SYS is REMarked out
____ Yes, and VCOM.SYS is not present
____ Yes, and VCOM.SYS is present (INVALID configuration!)
____ No, and VCOM.SYS is not present
____ No, and VCOM.SYS is present
____ can't find PROTECTONLY
MAXWAIT=
____ 1 ____ 2 ____ 3 ____ Other: ____________________________
PRIORITY_DISK_IO=? ____ Y ____ N
MODE COMx:, BUFFER=
____ ON ____ OFF ____ AUTO ____ Not applicable
Serial printer MODE settings (1):
____ TO=ON, IDSR=OFF, ODSR=ON
____ TO=ON, IDSR=OFF, ODSR=OFF
____ TO=___, IDSR=___, ODSR=___
____ Not applicable
Serial printer MODE settings (2):
____ XON=OFF, RTS=ON, OCTS=OFF
____ XON=ON, RTS=HS, OCTS=ON (INVALID configuration!)
____ XON=OFF, RTS=HS, OCTS=ON
____ XON=OFF, RTS=OFF, OCTS=OFF
____ XON=___, RTS=___, OCTS=___
____ Not applicable
Mouse and Communications Problem Information - Application Information
----------------------------------------------------------------------
Application name: _____________________________________________________
Application version: __________________________________________________
Application vendor: ___________________________________________________
The application is:
____ an OS/2 VIO application
____ an OS/2 PM application
____ a DOS application
____ a Windows 3.0 application
____ a Windows 3.1 application
____ a DOS serial communications application
____ a Windows serial communications application
____ a DOS LAN application
____ a Windows LAN application
____ other: __________________________________________________________
The application can be obtained from:
____ the vendor (address: ____________________________________)
____ BBS: ____________________________________________________________
____ user will provide application
____ Shareware or public-domain
____ don't know
The application has:
____ worked under OS/2 before
____ never worked under OS/2
____ partially worked under OS/2
The mouse will:
____ work on desktop, not in application
____ work VDM full screen, not in WIN-OS/2
____ work VDM WIN-OS/2, not in full screen
____ work desktop, VDM, not in WIN-OS/2
____ work (problem described below)
__________________________________________________________________
__________________________________________________________________
____ not work in any session
____ not work in this application only
____ not work in VMB - DOS revision = __________
____ not work in VDM (DOS session)
____ work but erratic behavior
____ work but selects wrong objects
____ work fine - COM problem
The COM application is:
____ losing data
____ not keeping a connection
____ running slowly
____ not updating the screen
____ not finding the COM port
____ not starting from desktop
____ not starting at all
____ causing a trap
____ causing a SYS3176 or SYS3175 error
____ causing out-of-memory errors
____ not as fast as DOS (performance)
____ working fine - mouse problem
____ not closing port
____ not sharing port (working as designed)
DOS_SETTING - COM SELECT =
____ all
____ COM1
____ COM2
____ COM3
____ COM4
____ none
DOS_SETTINGs (1):
____ MOUSE_EXCLUSIVE_ACCESS=ON
____ MOUSE_EXCLUSIVE_ACCESS=OFF
____ not applicable
DOS_SETTINGs (2):
____ COM_DIRECT_ACCESS=OFF, COM_HOLD=OFF
____ COM_DIRECT_ACCESS=ON , COM_HOLD=OFF
____ COM_DIRECT_ACCESS=OFF, COM_HOLD=ON
____ COM_DIRECT_ACCESS=ON , COM_HOLD=ON
DOS_SETTINGs (3):
____ HW_ROM_TO_RAM=OFF, HW_TIMER=OFF
____ HW_ROM_TO_RAM=ON , HW_TIMER=OFF
____ HW_ROM_TO_RAM=OFF, HW_TIMER=ON
____ HW_ROM_TO_RAM=ON , HW_TIMER=ON
DOS_SETTINGs (4):
____ IDLE_SENSITIVITY= ________
____ IDLE_SECONDS= ________
DOS_SETTINGs (5):
____ INT_DURING_IO=OFF, VIDEO_FASTPASTE=OFF
____ INT_DURING_IO=ON , VIDEO_FASTPASTE=OFF
____ INT_DURING_IO=OFF, VIDEO_FASTPASTE=ON
____ INT_DURING_IO=ON , VIDEO_FASTPASTE=ON
Search code --> suptmmpm
Team 6. MMPM - Multimedia Extensions shipped with OS/2
------------------------------------------------------
The MMPM team is responsible for the multimedia extensions that are
shipped with OS/2. This responsibility includes:
o Installation of Multimedia Presentation Manager/2 (MMPM/2)
o Sound-card configuration for MMPM/2
o Usage questions for MMPM/2 (for example, how to play, edit, or copy a
wave file)
o System event associations
o Hardware and software requirements to run MMPM/2 software
o Problems related to MMPM/2 software
o Sound adapter device drivers shipped with MMPM/2
o The multimedia extensions to OS/2 (the API)
o Any problems with OS/2 multimedia applications that use the IBM
multimedia extensions
Search code --> suptmmd
Team 7. MMDOS - DOS multimedia programs running on OS/2
-------------------------------------------------------
The MMDOS team is responsible for DOS multimedia programs running on
OS/2.
Search code --> suptmmw
Team 8: MMWIN - Windows multimedia programs running on OS/2
-----------------------------------------------------------
The MMWIN team is responsible for Windows multimedia programs running on
OS/2.
Search code --> suptmmv
Team 9: MMVID - Ultimotion Video IN Problems
--------------------------------------------
The MMVID team is responsible for problems with Ultimotion Video IN (the
MMPM/2 video record package).
Multimedia Problem Information
------------------------------
MMPM/2 version: _______________________________________________________
MMPM/2 toolkit version: _______________________________________________
Ultimotion Video IN version: __________________________________________
Audio card 1: _________________________________________________________
DMA: __________________________________________________________________
IRQ: __________________________________________________________________
I/O address: __________________________________________________________
CD-ROM (make,type,model number): ______________________________________
SCSI Device (make,type,model number): _________________________________
Laserdisc (make,type,model number): ___________________________________
Speakers (number, how attached): ______________________________________
Video capture card: ___________________________________________________
IRQ: __________________________________________________________________
I/O address: __________________________________________________________
Memory address: _______________________________________________________
Problem description and steps required to re-create the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptothr
Team 10. OTHER - Performance, Toolkit, Memory, ...
--------------------------------------------------
The OTHER team is responsible for a collection of support areas:
o Performance
- The entire system must be experiencing a slowdown
- Exceptions:
-- Performance problems related to the mouse or COM port go to
MKBCM team 5.
-- DOS application performance problems go to DOSAP team 2.
-- Windows application performance problems go to WINAP team 13.
-- Performance problems with OS/2 applications should be referred
to the product vendor unless such problems are specifically
related to a subsystem of OS/2. These cases are handled by
the team responsible for that subsystem.
o Toolkit
- Toolkit for OS/2 1.3, 2.0, and 2.1
-- REXX, PMREXX
-- Dialog Editor (not Dialogs)
-- Icon Editor (not Icons)
-- Font Editor (not Fonts)
-- Resource Compiler
-- IPF Compiler
-- NMAKE, EXEHDR, MAPSYM, IMPLIB, MARKEXE, MKMSG, MSGBIND
-- LINKer (Link386 and Link)
- CVP (CodeView)
Note: ONLY PROBLEMS WITH THE TOOLS THEMSELVES BELONG HERE.
o OS/2 Applications
- All OS/2 application problems that are not addressed by any other
team. This includes:
-- Productivity programs (PMTERM and PMFAX go to MKBCM team 5)
-- ISV applications (like Lotus 1-2-3 G, Corel, PMWORD)
-- Customer-written applications that are not addressed by other
teams (this is API-type-specific)
-- Lockup utility program
- Exceptions:
-- Printing problems go to PRINT team 11
-- Serial communication problems go to MKBCM team 5
-- Disk access problems go to DISK team 1
o Memory
- Memory-related problems such as:
-- A swapper that does not shrink
-- Problems with the swapper
-- Out-of-memory errors in an OS/2 environment (not DOS or
WIN-OS/2, unless SWAPPER.DAT has no room for growth)
-- Problems allocating, committing, and freeing memory
-- Problems related to memory above 16 MB
o Miscellaneous
When all attempts to categorize the problem fail, the problem belongs
in this miscellaneous category. Specific subsystems addressed
include:
- Session management and associated APIs (such as DosStartSession,
DosExecPgm, DosSetPrty, etc.)
- Memory management and associated APIs
- Advanced Power Management (APM) problems
- STARTUP.CMD-related problems
"Other" Problem Information
---------------------------
Problem type:
____ Performance
____ Toolkit
____ REXX
____ Mini-applications (applets)
____ OS/2 application
____ User-written application
____ Memory
____ Swapper
____ PCMCIA
____ APM (Advanced Power Management)
____ None of the above
Problem symptom:
____ Trap
____ Hang
____ Slow down of performance
____ Error message or number: ________________________________________
____ Other
What have you already attempted to resolve the problem?
____ Reinstalling the application
____ A selective install
____ Calling vendor of application
____ Other: __________________________________________________________
When did the problem start?
____ Applied update to OS/2
____ Applied update to application
____ Installed a new application
____ Made changes to the system (for example, in CONFIG.SYS)
____ Used to work, is now failing, nothing changed
____ Other
How often does the problem occur? _____________________________________
Additional information, depending on the type of problem
--------------------------------------------------------
Toolkit problem occurs:
____ In an API call - compiling
____ In an API call - runtime
____ In customer's code - compiling
____ In customer's code - runtime
____ In IBM code (compiler crashes, etc.)
____ No debugging has been done
____ Coding questions
____ In Toolkit's tools or sample program
Performance problem occurs at:
____ Bootup
____ In an OS/2 session
____ In a DOS (VDM or VMB) session
____ In a WIN-OS/2 session
____ In the desktop
____ Other
Application problem occurs on:
____ Only this machine
____ Some machines
____ Every machine
Problem description: __________________________________________________
________________________________________________________________________
________________________________________________________________________
Memory or swapper problem relates to:
____ SWAPPER.DAT growth/not shrinking
____ RAM not being recognized
____ Other (details in problem description)
Types and speeds of memory: ___________________________________________
________________________________________________________________________
________________________________________________________________________
Problem description: ___________________________________________________
________________________________________________________________________
________________________________________________________________________
All remaining problems:
Problem description: ___________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptprnt
Team 11. PRINT - Print output problems
--------------------------------------
The PRINT team is responsible for problems related to printer drivers or
print subsystem failures:
o All printing or plotting from DOS or OS/2 applications (if the job
shows up in the print queue). The application should be using OS/2's
virtual interfaces for printing (for example, INT05, INT17, and INT21
calls). Also, applications using the DosOpen/Write LPRINT call
interfaces are supported by PRINT.
o Printer drivers
o Printer performance
o Port configuration (anything using an LPT port)
o Print objects, local and network
o Spooler object in System Setup folder (following same guidelines as
Print object)
o COM port redirected print
o Spooler APIs
o Network-independent APIs (use of NWAPI.DLL)
o Exceptions:
- Print object drawing, settings, WP Shell methods, and INI problems
go to WPSHL team 14. However, if the INI problem is caused by the
creation or deletion of the printer object, it is handled by
(this) PRINT team 11.
- Windows application printing problems go to WINAP team 13.
- Problems related to an application printing directly to a COM
device, rather than using the printer object, go to MKBCM team 5.
Print Problem Information
-------------------------
I/O card name (if not on planar): _____________________________________
System bus type:
____ Micro Channel ____ ISA ____ EISA ____ Don't know
Printers and plotters make and model: __________________________________
________________________________________________________________________
OS/2 printer driver:
____ EPSON.DRV ____ IBM3852.DRV
____ IBM4019.DRV ____ IBM42XX.DRV
____ IBM5182.DRV ____ IBM5216.DRV
____ IBM52XX.DRV ____ IBMNULL.DRV
____ LASERJET.DRV ____ SMGXPJET.DRV
____ PLOTTERS.DRV with PMPLOT.QPR
____ PLOTTERS.DRV with PMPRINT.QPR
____ PSCRIPT.DRV
Printer driver version number: ________________________________________
(Example: IBM42XX Version 1.281)
Display:
____ VGA ____ XGA ____ XGA-2 ____ SVGA ____ 8514
Where does printing failure occur?
____ Locally ____ Remotely ____ Locally and Remotely
Failing printer port:
____ LPT1 ____ LPT2 ____ LPT3
____ COM1 ____ COM2 ____ COM3
COM port settings and handshake: ______________________________________
(Example: 9600,N,8,1 Handshake=None)
____ N/A ____ 1200,N,8,1
____ 1200,E,8,1 ____ 2400,N,8,1
____ 2400,E,8,1 ____ 4800,N,8,1
____ 4800,E,8,1 ____ 9600,N,8,1
____ 9600,E,8,1
Where does the problem occur?
____ In a DOS application ____ In a WIN-OS/2 application
____ In an OS/2 application ____ Command line
____ Drag/drop ____ Printscreen
Name of application and version: ______________________________________
LAN connection for printers:
____ IBM 4033 (Lexmark)
____ HP Redirector
____ Other: __________________________________________________________
Problem description: __________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptvdo
Team 12. VIDEO - Graphical output problems
------------------------------------------
The video team is responsible for all graphical output:
o Video problems in DOS, Windows, and OS/2 sessions
o Video retrace performance
o Video retrace, synchronization, and distortion problems
o Resolution differences (VGA, SVGA, XGA, etc.)
o Dual-screen support
o Touch-screen support
o Font problems
o Font and color palettes
o VVGA, VSVGA, and VXGA.SYS (virtual video drivers)
o DOS video-related settings
o Video installation utility programs (DSPINSTL.EXE, RSPDSPI.EXE,
SVGA.EXE)
o Image Adapters (for initial problem determination, for example OS/2
versus Image Adapter support)
o The video team is also responsible for the following APIs:
- VIOx APIs
- GPIx APIs
- Device Context problems (for example, DevOpenDC API)
Video Problem Information
-------------------------
Video mode in use:
____ CGA ____ EGA ____ Monochrome
____ VGA ____ SVGA ____ XGA
____ XGA-2 ____ Image Adapter
Video board model: ____________________________________________________
Video board chip set: _________________________________________________
Video board memory size: ______________________________________________
Drivers in use: _______________________________________________________
____ IBM OS/2 driver ____ IBM image adapter driver
____ ATI Driver ____ Trident driver
____ Other OEM driver: ________________________________________________
Primary monitor manufacturer: _________________________________________
Primary monitor model: ________________________________________________
Secondary monitor manufacturer: _______________________________________
____ No secondary monitor
Secondary monitor model: ______________________________________________
Problem description and steps required to re-create the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptwnap
Team 13. WINAP - Windows applications and WIN-OS/2 subsystem problems
---------------------------------------------------------------------
The Windows application team is responsible for all problems associated
with Windows applications and the WIN-OS/2 subsystem:
o Windows applications and API compatibility
o Windows settings and INI file settings
o Windows printing, provided that printing from OS/2 works without a
problem
o Windows communications problems should be routed as follows:
- If the application does not launch, or receives GPFs, it is
handled by (this) WINAP team 13.
- If the application cannot connect to the COM port, or it
disconnects abnormally, go to MKBCM team 5.
o Windows network problems should be routed as follows:
- NetWare installation or windows driver installation problems are
handled by the NetWare team.
- LAN Server installation problems or windows drivers installation
problems are handled by the LAN team.
- Application execution and configuration problems are handled by
(this) WINAP team 13.
o Windows device driver problems should be routed as follows:
- Windows video device drivers go to VIDEO team 12.
- Windows multimedia device drivers to MMPM team 6.
- Windows network device drivers go to the NetWare or LAN team.
- All other Windows device-driver problems are handled by (this)
WINAP team 13.
o Windows application migration problems AFTER the migration database
has failed to locate the Windows application in its database go to
INSTL team 4. However, (this) WINAP team 13 handles incorrect Windows
application settings listed in the migration database.
o Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE
Windows multimedia problems go to MMWIN team 8. This includes MIDI,
scanning, and some CD-ROM multimedia problems. Windows applications
that use NO multimedia hardware are handled by (this) WINAP team 13.
WINAP Problem Information
-------------------------
Video mode in use:
____ CGA ____ EGA ____ Monochrome
____ VGA ____ SVGA ____ XGA
____ XGA-2 ____ Image Adapter
WIN-OS/2 desktop:
____ Not migrated ____ Migrated ____ Linked
____ Don't know
Type of application: __________________________________________________
____ Windows 3.0 ____ Windows 3.1 ____ Don't know
Did You contact the vendor for assistance? ___ Y ____ N
Task causing the problem:
____ Application install
____ Printing or font selection
____ Use of modem, FAX or scanner
____ Use of CD-ROM
____ Use of sound or video card
____ Starting or running the application
____ Other
Symptom of the problem:
____ Screen doesn't repaint
____ General Protection Fault
____ Communications dropped
____ Session hang
____ Machine hang
____ Other or combination of the above
Application configuration causing the problem:
____ Seamless from local disk
____ Non-seamless from local disk
____ Seamless from network disk
____ Non-seamless from network disk
____ Don't know
Have any WIN-OS/2 settings been changed? ____ Y ____ N
If yes, list the changes:
Setting changed: New values:
_______________________ ___________________________
_______________________ ___________________________
_______________________ ___________________________
_______________________ ___________________________
Network requester type:
____ None ____ DOS LAN Server
____ DOS NetWare Requester ____ OS/2 LAN Server
____ OS/2 NetWare Requester ____ Other, or don't know
NETX loaded For VDM (OS/2 NetWare Requester)? ____ Y ____ N
Problem description and steps required to re-create the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptwps
Team 14. WPSHL - PM-Related and Workplace Shell (WP)-Related Problems
---------------------------------------------------------------------
The WPSHL team is responsible for PM-related and Workplace Shell (WP)-
related problems:
o All Workplace Shell objects and methods, except print object when the
failure is due to spooler function and non-SOM methods
o All objects in the System Setup folder except:
- Spooler (see PRINT team 11)
- Clipboard Viewer (see OTHER team 10)
- Help Manager (see OTHER team 10)
- Selective Install, Application Migration and Device Driver (see
INSTL team 4)
- Color palette or font palette (see VIDEO team 12). If settings
can't be saved, it is handled by (this) WPSHL team 14.
o Object repaint problems and icon presentation problems, except non-
Workplace Shell object code
o User interface problems that are not video-hardware-related
o The following APIs:
- SOMx APIs. However, there is no support for SOMobjects Toolkit
2.1 (refer to CompuServe, the Developer Assistance Program, or
your point of sale for assistance).
- WINx APIs, such as PM APIs and WP methods.
- INI files and PRF APIs (profile functions).
o LAN-aware shell
OS/2 Clipboard and DDE (OS/2 -> OS/2). DOS and Windows
session-specific functions such as changing the font size, MARK,
COPY, etc., are owned by (this) WPSHL team 14. Clipboard pasting
problems go to MKBCM team 5.
o PM session manager initialization module, message loop, main window
proc (PMSHELL). Exception: Base session manager, DosStartSession,
DosCalls, etc. go to OTHER team 10.
o PMVIOP (window-oriented problems, e.g., window sizing, scrolling, and
vertical bar)
o Exceptions:
- If desktop problems occur immediately after installation but all
the disks were not installed, go to INSTL team 4.
- If the Desktop directory or WP_ROOT._SF file is not created during
installation, go to INSTL team 4.
The following are the .DLLs that the WPSHL team handles:
BUTTON.DLL PM button control dynamic link library
PMCTLS.DLL PM controls dynamic link library
PMDRAG.DLL PM drag/drop dynamic link library
PMMLE.DLL PM multiline edit dynamic link library
PMSDMRI.DLL PM CUA control dynamic link library
PMSHAPI.DLL PM shell APIs dynamic link library
PMSHAPIM.DLL PM shell APIs dynamic link library
PMSHELL.DLL PM shell that the system is running on (DLL)
PMSHLTKT.DLL PM shell's dynamic link library
PMTKT.DLL PM shell's dynamic link library
PMWIN.DLL PM dynamic link library
PMWP.DLL PM Workplace Shell dynamic link library
PMWPMRI.DLL PM Workplace Shell dynamic link library
SELECT.DLL PM selection control dynamic link library
SESMGR.DLL Session manager dynamic link library
SOM.DLL System object module dynamic link library
WPCONFIG.DLL Workplace Shell configuration dynamic link library
WPCONMRI.DLL Workplace Shell configuration dynamic link library
WPPWNDRV.DLL Workplace Shell dynamic link library
WPSHL Problem Information
-------------------------
Problem classification:
____ Desktop missing or not found
____ Trap
____ Hang in Workplace Shell only
____ Duplicate or missing icon
____ Problem running application from icon only
____ Drag or drop operations
____ Other icon-specific problem
____ WIN API not functioning properly
____ SOM API not functioning properly (System Object Model)
____ PRF API not functioning properly (profile functions)
____ OS/2 Clipboard/DDE problem
____ System Setup folder objects that belong with Workplace Shell
____ Repaint problem
____ LAN-aware shell
____ Workplace Shell-specific memory problem
____ OS/2-generated error message: ___________________________________
____ Other: __________________________________________________________
What have you already attempted to resolve the problem?
____ Remake INI files and/or desktop
Method used: ____________________________________________________
____ Deleting WP_ROOT._SF file
____ CHKDSK or other tools: __________________________________________
____ Delete and recreate object
____ Reinstalling the application
____ Calling vendor of application
____ All of the above
____ None
When did the problem start?
____ Applied update to OS/2
____ Applied update to application
____ Installed a new application
____ Made changes to the system (for example, CONFIG.SYS)
____ Other: __________________________________________________________
Frequency of the problem:
____ Every time ____ Intermittent ____ Once
Is the problem recreatable? ____ Y ____ N ____ Don't know
Does a TRAP occur? ____ Y ____ N
(If yes, fill in the TRAP information under HNGTR team 3)
SET SHELLEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y ____ N
SET SHAPIEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y ____ N
NetWare type (if LAN Object): _________________________________________
____ IBM OS/2 LAN Requester 2.0
____ IBM OS/2 LAN Requester 3.0
____ Novell NetWare Requester
____ Any DOS NetWare Requester
Problem description and steps required to re-create the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Search code --> suptpdos
Team 15. PCDOS - PC DOS Problems
--------------------------------
The PCDOS team is responsible for all problems in IBM PC DOS:
o All PC DOS defects
o Support for all PC DOS modules, including:
- Memory management utility programs and drivers (EMM386.EXE,
HIMEM.SYS, MEM, etc.)
- FDISK and partitioning problems
- Installation problems
- Device drivers (MOUSE.COM, SMARTDRV.SYS, FASTOPEN.EXE, etc.)
- PC DOS editor (EDIT.COM, E.EXE)
- PC DOS utility programs
- Backup, Undelete, Scheduler, Antivirus, Compression, Defrag
- PCMCIA
- Application problems in which DOS is at fault
- IBM PC DOS DOSSHELL
-- Task swapper
-- All shell utility programs
- Printing from within DOS
-- PRINT.COM
-- MODE.COM and redirected print
- Network problems where DOS is at fault
- IBM computers preinstalled with PC DOS are NOT supported by this
team. Problems with preinstalled systems should be addressed to
their respective support centers:
-- PS/1 software support: 1-919-543-9708
-- ValuePoint and ThinkPad support: 1-800-PS2-7772
o Exceptions:
- XGA device-driver support running under DOS should be sent to the
DEVDRV team at Retain location 148
- TCP/IP for DOS is not PC DOS, and should be sent to the TCPWS team
at Retain location 103
Do not confuse PC DOS with DOS compatibility in OS/2, which is handled
by DOSAP team 2.
PCDOS Problem Information
-------------------------
The PCDOS team requires only that the "Hardware and Software
Configuration Information" (listed before the description of DISK team
1) be available when calling for support.
Search code --> suptdump
The OS/2 Dump Process
---------------------
A utility program, DUMP, exists in OS/2 to dump all of physical memory
to diskette. The dump is helpful in some situations to identify a
failing component in an OS/2 system. For all dumps, the TRACE utility
program must also be running. The TRACE utility is a separate function
from the DUMP utility program.
There are two types of dumps:
1. Automatic dump (only useful for Ring 3 traps)
2. Manual dump (used for hangs and traps that are not Ring 3)
The situation determines which type of dump is needed. IBM OS/2 Support
will help you determine which process is correct for your situation.
Step 1. Starting the trace
o For OS/2 prior to release 2.0, add the following lines in CONFIG.SYS,
and then reboot the machine:
TRACE=ON
TRACEBUF=63
TRACE=OFF 4,24,47,50,97,98
These statements start the TRACE function and turn off major codes 4,
24, 47, 50, 97, and 98. (The default for TRACE=ON is to trace all
system events. These major codes are for some housekeeping functions
that are not normally needed.)
o For OS/2 2.x, add the following lines to CONFIG.SYS then reboot the
machine:
TRACEBUF=63
TRACE=ON
Step 2. Preparing the diskettes for the memory dump
o To begin the process, you will need to create a "dump diskette." This
diskette must be created on a working machine BEFORE a failure. The
diskette is then saved until needed.
To create a dump diskette, enter the following from a command prompt:
CREATEDD A:
When the machine requests the dump diskette, use this one as the
first diskette. Additional formatted diskettes will be needed to
hold the rest of the dump. The number of diskettes needed depends on
the amount of memory in your system. The diskette sizes must be the
same (for example, all 1.44 MB diskettes or all 2.88 MB diskettes).
Step 3. Two Ways of Recording the Dump (automatically or manually)
o Automatic Dump Process (to be used only for Ring 3 traps)
In CONFIG.SYS, enter the following:
TRAPDUMP=ON
This will cause an automatic dump if the failing CS:EIP is in Ring 3
code (the CS value will end in either 3, 7, B or F). It will not
dump on Ring 0 code traps. (Applications run at Ring 3 while the OS/2
Kernel runs at Ring 0.)
o Manual Dump Process
It is also possible to start a manual dump of the system. If the trap
information is displayed on the screen, record ALL of the information
Press and hold Ctrl+Alt, and then press Num Lock twice. This starts
the dump process. (This assumes the keyboard is not locked.)
Step 4. Performing the Dump
o When the dump is started, either automatic or manual, the screen goes
blank and the user is instructed to insert the dump diskette. This is
the diskette created with the CREATDD command in Step 2. The user is
prompted for additional diskettes as needed, and is then instructed
to insert the dump diskette a second time. When this is finished, the
system can be re-booted to return to normal operation.
Note that no register information is displayed when an automatic dump
is performed. The register information is contained in the dump
information.
Step 5. Mailing the Dump to IBM
o Do NOT send dump diskettes unless instructed by IBM Level 2 Support.
Diskettes MUST be clearly labeled with the PMR# or APAR# and your
name. Please ensure diskettes are numbered as well.
Dump diskettes should be sent to:
OS/2 HNGTR Team, Bldg 001-3
Internal Zip 1024
IBM Corporation
1000 NW 51st Street
Boca Raton FL 33431
Search code --> suptset
Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs
--------------------------------------------------------
The following table defines which team owns the various Virtual Device
Drivers, DOS_SETTINGs, and WINDOWS_SETTINGs. See the OS/2 Virtual Device
Driver Programming Reference for more detailed information (interrupt
numbers, more descriptive text, etc.).
Driver Team Description
------ ---- -----------
VSVGA.SYS VIDEO SVGA video function emulation
VKBD.SYS MKBCM Keyboard emulation
VTIMER.SYS DOSAP System timer emulation
VPIC.SYS DOSAP Interrupt controller emulation
VDSK.SYS DISK Hard-disk I/O emulation
VDISK.SYS * DISK RAMdisk for OS/2
VBIOS.SYS DOSAP BIOS function emulation
VLPT.SYS PRINT Printer port emulation
VFLPY.SYS DISK Diskette drive I/O emulation
VNPX.SYS DOSAP Numeric Math Coprocessor instruction
handling (if available). Does NOT emulate
a math coprocessor on non-math-coprocessor-
equipped machines
VCMOS.SYS DOSAP CMOS I/O emulation
VWIN.SYS WINAP or Interface between WIN-OS/2 and Presentation
WPSHL Manager
VMDISK.EXE * DOSAP Utility program used to create DOS startup
diskettes - except diskette-drive controller
problems (see the DISK team)
VVGA.SYS VIDEO VGA video function emulation
VEGA.SYS VIDEO EGA video function emulation
VCGA.SYS VIDEO CGA video function emulation
VMONO.SYS VIDEO Monochrome video function emulation
VDPX.SYS DOSAP DPMI protect mode to real mode call
interface
VXGA.SYS VIDEO XGA video function emulation
VMOUSE.SYS MKBCM Mouse emulation
VCOM.SYS MKBCM COM port emulation
V8514A.SYS VIDEO 8514 video function emulation
VCDROM.SYS DISK OS/2's equivalent of Microsoft's MSCDEX.EXE
for VDMs. If customers are using real MSCDEX
in a VMB, see the DOSAP team.
VTOUCH.COM * VIDEO Touch-screen function emulation
VPCMCIA.SYS OTHER PCMCIA adapter I/O and handling
VAPM.SYS OTHER Advanced Power Management function handling
VDPMI.SYS DOSAP DOS Protect Mode Interface functions
VEMM.SYS DOSAP Expanded Memory Specification emulation
VXMS.SYS DOSAP Extended Memory Specification emulation
VDMA.SYS DOSAP Direct Memory Access BIOS function emulation
* Entries marked with an asterisk are not virtual device drivers, but
are related closely enough to warrant inclusion in this listing.
Use the following table to determine the team that owns the various DOS
and Windows settings. Column 1 below provides the first few letters of
the DOS_SETTINGs and WINDOWS_SETTINGs. Column 2 contains the name of the
team that owns each setting.
Letters Team Exceptions
------- ---- ----------
AUDIO MMPM
COM MKBCM
DOS DOSAP DOS_BACKGROUND_EXECUTION, when dealing with
graphical DOS applications, is owned by the
VIDEO team
DPMI DOSAP
EMS DOSAP
HW DOSAP
IDLE DOSAP
MEM DOSAP
KBD MKBCM
PRINT PRINT
VIDEO VIDEO
WIN WINAP
Search code --> suptisa
Industry-Standard Architecture (AT Bus) Overview
------------------------------------------------
The original Industry-Standard Architecture (ISA) machine, the IBM
Personal Computer AT, allowed for the definition of up to four serial
communication ports. However, there has never been any hardware
architectural standard that defined the I/O port addresses or Interrupt
Request (IRQ) lines associated with serial ports #3 or #4. Over the
years a convention was established which places the port addresses for
COM3 and COM4 at 03E8 and 02E8 respectively. This is a generally
accepted convention, and is not a standard.
If multiple hardware adapters of any kind (not just communications) are
using the same I/O address, then the effect on your computer will be
totally unpredictable.
OS/2 2.x is an interrupt-driven operating system, and requires unique
I/O addresses and Interrupt Request lines (IRQs) for each adapter in the
system on an ISA computer system. ISA systems have edge-triggered
interrupts, in contrast to Micro Channel and EISA systems, which use
level-sensitive interrupts.
Edge-triggered interrupts can only be sensed for a very short period of
time. If a second interrupt arrives from another adapter while the
first interrupt is still being processed, then the second interrupt will
be lost. Also, if two adapters are sharing the same physical IRQ, then
the processor does not know which adapter (and therefore which OS/2
session) should get the Interrupt Request (IRQ).
In a single-tasking operating system such as DOS, the sharing of
interrupts is not a problem, because only one application is in use at a
time. OS/2, however, presents a different set of problems. If we have
two, three, or four serial communications adapters, the probability is
high that we might try to use two or more of them at the same time. If
some of them have previously been set up using shared interrupts, then
the stage is set for mysterious things to happen that probably didn't
happen under DOS.
ISA Bus Architecture
--------------------
On an ISA machine, there are a total of 15 IRQ levels available. These
interrupts are determined by the two INTEL 8259a (or compatible)
Programmable Interrupt Controllers (PICs). Each PIC is capable of
handling eight Interrupt ReQuest (IRQ) lines, but IRQ2 of the first
pic is cascaded (or linked) to IRQ9 of the second PIC. Any adapter that
is physically configured (or "jumpered") to IRQ2 will be recognized by
OS/2 as IRQ9. This is defined by the hardware and not the OS/2
operating system.
The following table lists the standard IRQ assignments, in order of
priority, in both ISA and Micro Channel computers.
IRQ# Device Associated
---- -----------------
0 System Timer
1 Keyboard
2 Secondary Interrupt Controller (see note)
8 Realtime Clock
9 --- (see note)
10 --- free
11 --- free
12 --- free - reserved for auxiliary device
13 Math Coprocessor
14 Hard Disk
15 --- free
3 COM2 (Serial Communications Port #2)
4 COM1 (Serial Communications Port #1)
5 LPT2 (Parallel Printer Port #2 - address 278)
6 Diskette
7 LPT1 (Parallel Printer Port #1 - address 3BC or 378)
Note: On the IBM Personal Computer AT (ISA bus), the IRQ9 pin is
identical with the IRQ2 pin on the original IBM-Personal Computer. If
you have an older 8-bit adapter whose documentation states that it uses
IRQ2, then be aware that this will actually be seen as IRQ9 when plugged
into the 16-bit ISA bus.
OS/2 can detect that an interrupt line is shared and will disallow the
simultaneous use. Assume that COM1 and COM3 were sharing IRQ4 (a fairly
common real situation). If we tried to use both COM ports at the same
time, OS/2 would refuse to allow the second one to start. A well-written
OS/2 communications program would see and report the error from OS/2
that the port could not be opened. A DOS application, however, will
likely be unprepared to respond to this strange situation, and may
simply hang, waiting for the port that will never open.
To avoid these problems, make sure that all of your hardware adapters
have their own unique I/O addresses and IRQ assignments. Unfortunately,
on an ISA machine, OS/2 has no way to query the computer to find out
what these settings are. Therefore, after checking and setting the
adapters according to the instruction manuals, you must also tell OS/2
what you have done by placing explicit information into the CONFIG.SYS
file.
ISA Interrupt ReQuest (IRQ) Levels and I/O Addresses
----------------------------------------------------
Industry-Standard Architecture (ISA) computers use edge-triggered
interrupts (versus level-sensitive interrupts used in Micro Channel
computers). OS/2 2.x only supports interrupt sharing on Micro Channel
computers. The reason that interrupt sharing is not supported on ISA
computers is a limitation of the ISA architecture (edge-triggered
interrupts) and performance. Every adapter in an ISA computer must have
a unique IRQ that is physically defined by hardware jumpers or logically
defined by software supplied by the vendor of the adapter. The adapter,
and not OS/2, determines the IRQ settings. The same can be said for I/O
addresses.
Determining IRQs for ISA Computers
----------------------------------
On an ISA computer, the only reliable way to verify the IRQ settings for
every adapter is to manually inventory each adapter. You usually do not
have to worry about the parallel ports, the disk drives or the Math
Coprocessor (if one is installed). There are some utilities available
for DOS which may be able to indicate if you have an IRQ conflict.
If you set an ISA adapter to IRQ2, this adapter will be known to OS/2 as
IRQ9. The reason for this is there are two Intel 8259a (or compatible)
Programmable Interrupt Controllers (PICs) in the ISA bus architecture.
Each PIC can handle eight (8) interrupts. IRQ2, which is located on the
master PIC, cascades to IRQ9 of the slave PIC. This is a function of the
hardware, not the OS/2 operating system.
Determining I/O Addresses
-------------------------
There is a technique available for determining which Input/Output (I/O)
addresses are in use by the serial communication adapters which are
identified by COMx. For other types of adapters, you will have to
manually inventory each adapter. You usually do not have to worry
about the parallel ports, the disk drives or the Math Coprocessor if one
is installed. The technique to determine which I/O addresses are in use
is detailed below:
1. Start a DOS full-screen session (command prompt).
2. Enter DEBUG and press the Enter key.
3. At the '-' prompt, enter D 40:0 and press the Enter key.
4. You will see 0040:0000 followed by pairs of hexadecimal numbers.
These numbers are the I/O addresses recognized by COM.SYS. Below is
an example of COM1 and COM2:
0040:0000 F8 03 F8 02 00 00 00 00-BC 03....
This represents 03f8 (COM1) and 02f8 (COM2). If COM3 were present, it
would follow COM2's address.
Notes:
(1) If the above procedure shows E8 02 in COM3's address position,
there is NOT a serial communication adapter defined as COM3, and
there is a serial communication adapter defined as COM4. Refer to
the following section.
(2) If COM1 or COM2 slots are equal to zero (00 00), and you have a
serial mouse plugged into the port in question, this is normal. The
MOUSE.SYS driver enters zeros for the port it owns, so that other
drivers (e.g., COM.SYS) do not interfere with the port.
5. Enter Q and press the Enter key to leave DEBUG.
Location 40:0 Scenarios
-----------------------
This section gives the user some common scenarios to look for when
debugging location 40:0. A serial device could be an external serial
(COM) port, internal modem, or some other specialized serial device.
Also, note that DEBUG can be run in Native DOS to confirm posting of
port addresses to location 40:0.
The CONFIG.SYS line shown in the examples below is what you would expect
the customer to have set so that the DEBUG 40:0 matches. These examples
are not always valid and are noted in each individual case.
1. 0040:0000 F8 03 F8 02 20 32 28 32-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS
Micro Channel computer with 4 serial devices: COM1(3f8), COM2(2f8),
COM3(3220), COM4(3228). This is a VALID CONFIG.SYS line.
2. 0040:0000 F8 03 F8 02 E8 03 E8 02-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii) (4,2e8,ii)
where 'ii' is equal to the physical IRQ level set on the serial
device.
ISA computer with 4 serial devices: COM1(3f8), COM2(2f8), COM3(3e8),
COM4(2e8) - either no mouse or a bus mouse. Very likely has IRQ
conflicts with either the mouse or between the serial devices.
Another possibility is a malfunctioning mouse, or the MOUSE.SYS
statement is following the COM.SYS statement in the CONFIG.SYS file.
The MOUSE.SYS statement must always precede the COM.SYS statement in
the CONFIG.SYS file. This is a valid CONFIG.SYS line provided that
the IRQs match the physical IRQ of the serial devices.
3. 0040:0000 00 00 F8 02 00 00 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS
ISA or Micro Channel computer with two serial devices - mouse is on
COM1.
4. 0040:0000 F8 03 00 00 E8 03 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii)
where 'ii' is equal to the physical IRQ level set on the serial
device.
ISA computer with three serial devices - mouse is on COM2. This is a
valid CONFIG.SYS line.
5. 0040:0000 F8 02 E8 03 00 00 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii)
where 'ii' is equal to the physical IRQ level set on the serial
device.
ISA computer with two or three serial devices - either no mouse or a
bus mouse. WARNING: This configuration is very suspicious, and will
probably not work, because 2F8 is the wrong address for the slot.
Definitely check the physical configuration of the serial adapter.
In this instance, check to see that COM1 is enabled on the adapter.
If the adapter is configured correctly, there may be a hardware
problem. The CONFIG.SYS line is valid, but there is a suspected
hardware error.
6. 0040:0000 F8 03 F8 02 E8 02 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii)
where 'ii' is equal to the physical IRQ level set on the serial
device.
ISA computer with three serial devices - either no mouse or a bus
mouse.
Here, the third device is configured for what is usually assigned to
COM4(2e8). OS/2 will treat this as COM3, I/O address 2e8, and
whatever IRQ is assigned. This situation usually causes an error
(i.e, TRAP 000e, IPE, etc.). This is currently NOT a valid
CONFIG.SYS line, due to a defect in the serial device driver
(COM.SYS).
7. 0040:0000 E8 02 F8 02 E8 02 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii)
where 'ii' is equal to the physical IRQ level set on the serial
device.
ISA computer with three serial devices - mouse is on COM1.
Here, the COM.SYS device driver has taken the (4,2e8,ii) parameter
passed, and has incorrectly placed the I/O address in slot 1, which
was set to zero by the MOUSE.SYS device driver. This situation
always causes an error. This is currently NOT a valid CONFIG.SYS
line due to a defect in the serial device driver (COM.SYS).
ISA, OS/2, and Parallel Ports
-----------------------------
Printer port addresses and IRQ levels are hard-coded in OS/2. The
following table shows the typical assignments of the parallel ports on
most computers.
Port I/O Address IRQ
---- ----------- ---
LPT1 3BC or 378 IRQ7
LPT2 278 IRQ5
Unlike the COM ports, where the addresses and the interrupts can be
specified by parameters to the COM.SYS in the CONFIG.SYS file, the
printer port addresses and IRQs shown above are fixed. OS/2 assigns
LPT1 to the highest printer port address being used. The printer address
is specified in the printer adapter board. With OS/2, you cannot use
both addresses 3BC and 378 as printer port addresses, because both
parallel ports (LPTs) would be sharing IRQ7. Unlike DOS, OS/2 uses
interrupts for printing. The interrupt is triggered by the signal line,
ACK, from the printer. If the IRQs are not configured correctly, or if
the printer cable is missing the ACK line, the printer may work well
under DOS but have problems under OS/2.
ISA and OS/2 Summary
--------------------
Even though there is some flexibility for printer and COM port
assignments, try to stick to the standard assignment as shown in the IRQ
table above.
The I/O addresses and IRQs are determined by the hardware. The
parameters passed to COM.SYS do NOT change the hardware; these
parameters are a reflection of the physical hardware settings.
Available interrupts, in order of priority, are: IRQ9, IRQ10, IRQ11,
IRQ12, IRQ15, IRQ3 (if not used for COM2), and IRQ5 (if not used for
LPT2).
Physical addresses and interrupts can be indicated in OS/2 to the
communication drivers. Usual default settings follow:
o COM1 - 03f8 - IRQ 4 (OS/2 and industry default)
o COM2 - 02F8 - IRQ 3 (OS/2 and industry default)
o COM3 - 03E8 - (industry practice)
o COM4 - 02E8 - (industry practice)
There is no OS/2 default setting for COM3 and COM4. It must be specified
by the DEVICE=x:\OS2\COM.SYS statement (where x: is the installed drive)
in the CONFIG.SYS file.
An example of address and interrupt assignments follows:
o COM1 - 03F8,IRQ4
o COM2 - 02F8,IRQ3
o COM3 - 03E8,IRQ5 (IRQ5 not being used by LPT2)
o COM4 - 02E8,IRQ10 (would require a 16-bit adapter)
o LPT1 - 378,IRQ7
If interrupt devices are occasionally losing data, try moving to a
higher-priority unused interrupt.
Micro Channel Computers
-----------------------
OS/2 2.x requires no extra configuration for Micro Channel computers.
Micro Channel computers have the ability to share interrupts, although
for best performance you should try to limit the number of devices
sharing IRQ4 and IRQ3 which are used for COM1, COM2, and COM3. On a
Micro Channel machine, COM1 is defined as IRQ4, I/O address 3f8; COM2 is
defined as IRQ3, I/O address 2f8; COM3 is defined as IRQ3, I/O address
3220; and COM4 is defined as IRQ3, I/O address 3228.
Search code --> suptlan
OS/2 LAN Systems Team Descriptions and Required Problem Information
-------------------------------------------------------------------
Support for the LAN Systems products is divided into five teams. They
are:
1. SERVER - OS/2 LAN Server Problems
2. OS2REQ - OS/2 LAN Requesters/Remote IPL Problems
3. DLR - DOS LAN Requester/PC LAN Program Problems
4. LSAPPS - OS/2 LAN Application Problems
5. TRAP - LAN-Related Traps and Hangs
This section discusses the responsibilities of each of these teams. The
Software Solution Services representative will be able to direct your
call more efficiently if you can determine which team would be the
appropriate one to assist with your problem or question.
This section also contains the general LAN Systems problem reporting
form for collecting the initial problem-determination information
required by these teams. Having this problem information available prior
to placing a call for assistance will enable the support center
representative to resolve your problem more efficiently.
Search code --> suptsrvr
Team 1. SERVER - OS/2 LAN Server problems
-----------------------------------------
The SERVER team is responsible for:
o Problems affecting more than one user, more than one requester, or
the server itself
o Problems affecting the same userid on different machines
o Problems starting any Server services (those functions found only on
the server). For example:
- Alerter Service - Netlogon Service
- DCDB Replicator Service - Netrun Service
- Generic Alerter Service - Replicator Service
- Loopback Driver - Timesource Service
- Migration Import Utility - Uninterruptable Power Supply (UPS)
o Printing problems where the job has not yet reached a server print
queue (for example, the job queue status DOES NOT show spooled,
printing, or held)
o Problems with synchronization of additional servers
o NET.ACC problems
o UPM (User Profile Management) problems if UPM is accessing the server
(that is, if the UPM is not local)
o Problems related to 386HPFS, local security, or fault tolerance
o Alias and ACP (Access Control Profile) problems
o Net Requester full-screen interface problems (such as incorrect
output)
Search code --> suptreq
Team 2. OS2REQ - OS/2 LAN Requester/Remote IPL (RIPL) problems
--------------------------------------------------------------
The OS2REQ team handles:
o Problems installing LAN Requester code
o Problems starting LAN Requester with a NETXXXX error logged in
LANTRAN.LOG
o Problems accessing network resources, trouble with drive assignments,
and trouble accessing files across the network
o Problems with LAN Requester functions, such as LAN Requester
full-screen interface, LAN Requester documentation, and messaging
o Problems starting RIPL workstation
Search code --> suptdlr
Team 3. DLR - DOS LAN Requester/PC LAN Program problems
-------------------------------------------------------
The DLR team is responsible for:
o Problems occurring on a single DLR machine
o Problems affecting DLRs but not OS/2 Requesters
o Problems affecting DLRs but not unique to a specific userid
o Problems with loaded memory managers
o Problems affecting DLRs where DMXx.SYS drivers are loaded and message
can be sent to machine name via NET SEND
Search code --> suptlsap
Team 4. LSAPPS - OS/2 LAN application problems
----------------------------------------------
The LSAPPS team handles the following problems:
o Network Transport Services/2 (NTS/2) and MPTS (Multi-Protocol
Transport Services)
- Initialization and binding of protocols to adapters
- Protocol problems (for example, session loss or errors in
LANTRAN.LOG file)
- Problems associated with the PROTOCOL.INI file
- Virtual Device Driver problems
o LAN Adapter and Protocol Support (LAPS)
- Problems with the installation and configuration of protocols and
adapter drivers
o Configuration/Installation/Distribution (CID)
- Problems involving the CID architecture that transcend any
particular product (for example, loss of connection or problems
involving SRVIFS, THINIFS, THNILAPS, etc.)
- CID installation of NTS/2 and LAN Server
NOTE: CID installations of OS/2 base code, ServicePaks, Extended
Services, etc. should go to their respective product owners' teams
o System Performance Monitor/2 (SPM/2)
- Problems involving monitoring, graphing, recording, and generating
reports using the SPM/2 product
- Problems involving Theseus/2 memory analysis
o Network SignOn Coordinator (NSC)
o LAN Server for Macintosh (LSM)
- Problems with installation and configuration of LSM
- Problems sharing files from LSM
- Problems printing to and from the LSM server
- Problems using LSM administration utility program
o User Profile Management (UPM)
- Problems adding, updating, and deleting users and groups from the
UPM full-screen interface and command line
- Problems with remote administration of UPM
o Network Application Programming Interfaces (API)
- Problems involving the APIs of LAN Server, DLR, SPM/2, and UPM
o LAN Distance
- Problems configuring the connection server and remote workstation
- Problems configuring or setting up modems (NIF files)
o LAN NetView
- Problems with all LAN NetView components:
Manage Tie
Enabler Monitor
Fix View
- Problems configuring the Manage machine
- Problems with non-registered objects on the Manage machine
Search code --> supttrap
Team 5. TRAP - LAN-Related TRAPs and hangs
------------------------------------------
The TRAP team handles all LAN-related traps and hangs:
o All Internal Processing Errors (IPEs)
o TRAP from which the system cannot recover
o Entire system hangs that prevent all user input
o Exception:
- For SYSxxxx failures (such as SYS3175) that detect a failing
process, see the appropriate support team.
LAN Systems Problem Information - General
-----------------------------------------
You may be asked to provide the following general problem-determination
information when working with IBM LAN Systems Support.
LAN Systems Problem Information - Software
------------------------------------------
Level of code
Domain Additional OS/2
Controller Servers Requesters
Base OS/2
CSD/ServicePak ___________ __________ ___________
LAN Services
CSD/ServicePak ___________ __________ ___________
Extended Services
CSD/ServicePak ___________ __________ ___________
(if applicable)
Level of code on all DOS LAN Requesters involved
______ DOS level
______ LAN Support Program level
______ DLR level
OEM network programs co-existing on network
__________________________________ _____________________________________
__________________________________ _____________________________________
User's applications on the network
__________________________________ _____________________________________
__________________________________ _____________________________________
LAN Systems Problem Information - Hardware
_________ Model of the failing machines
_________ Speed of the failing machines
_________ Type of network adapter involved
Printer information
_________ Printer type
_________ Drivers (list all) ____________________ _____________________
____________________ _____________________
General Network Problem Information
-----------------------------------
Type of network (check one)
___ Token-Ring
___ Ethernet
___ Other (list) _________________________________
_______ Data rate
Size of network
_____ Number of domains
_____ Number of additional servers
_____ Number of requesters
Description of general network topology (bridges)
________________________________________________________________________
________________________________________________________________________
LAN Systems Error Messages Problem Information
----------------------------------------------
Complete error message from all errors displayed on the screen
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
All pertinent messages from the NET ERROR log
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Return codes _______, _______, _______
First 2 pairs of hex digits from NCB errors _____, _____
Complete errors from the LANTRAN.LOG or ACSLAN.LOG
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
LAN Systems Problem Documentation
---------------------------------
Description of the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Re-creation scenario (if reproducible)
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Suggestion/results
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Network load at time of error
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Frequency of the problem
________________________________________________________________________
Consistency of the problem
________________________________________________________________________
History of the problem: Has it ever worked? When did it start?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Relevant files (IBMLAN.INI, PROTOCOL.INI, CONFIG.SYS, etc.)
_____________ _____________ ____________ ____________
_____________ _____________ ____________ ____________
After the initial problem information is gathered, the problem may be
transferred for further problem determination to specific groups on the
LAN analyst team.
Search word --> suptdbm
EE/ES Database Manager Team Descriptions and Required Problem
Information
-------------------------------------------------------------
Support for the OS/2 Extended Edition and Extended Services Database
Manager products is divided into 5 teams:
1. DBENG - Database Manager engine (Database Services)
2. DBMAPI - APIs and application programming
3. DBMRDS - Remote data services
4. DBMFE - Database Manager front ends - Query Manager, CLI, database
tools
5. DBMOTH - Data integrity loss, interaction with other products
This chapter contains a description of the responsibilities of each of
these teams. The Software Solution Services representative will be able
to more efficiently direct your call if you can determine which team
would be the appropriate one to assist with your problem or question.
This chapter also contains the general Database Manager problem
reporting forms for collecting the initial problem determination
information required by these teams. Having this problem information
available prior to placing a call for assistance will enable the support
center representative to resolve your problem more efficiently.
Search word --> supteng
Team 1. DBENG - Database Manager engine (Database Services) problems
--------------------------------------------------------------------
The DBENG team addresses problems in the following areas:
o Locking
o Logging/Transaction Management/Forward Recovery
o DBM Utilities (Reorg, Runstats, Backup, Import, Export)
o SQL (DDL,DML) - general queries or incorrect query results
o STARTDBM/STOPDBM
o Indexing
o Referential Integrity
o Performance/Tuning
Search code --> suptdbap
Team 2. DBMAPI - APIs and application programming problems
----------------------------------------------------------
The DBMAPI team addresses problems in the following areas:
o Precompile or bind problems
o Specific API problems
o Cursors
o Static/dynamic SQL
o ARI (Applications Remote Interface)
o Query Manager Callable Interface
o SQL User Exit (SQLUEXIT)
Search code --> suptrds
Team 3. DBMRDS - remote data services problems
----------------------------------------------
The DBMRDS team addresses these remote data services problems:
o Failure to connect (APPN, NetBIOS or SQLLOO) to DBM server
o Communications errors on remote database open
o Problems that do not occur when run locally
o Remote program download
Search code --> suptdbfe
Team 4. DBMFE - Database Manager front ends (Query Manager, CLI,
database tools)
----------------------------------------------------------------
The DBMFE team addresses problems in the following areas:
o Query Manager objects
- Queries/Reports - Menus
- Procedures - Forms
- Panels - Profiles
o Command-line interface
- Problems running the interface itself, and not just errors while
running specific commands using the interface
o Configuration, Directory, or Recovery tools
Search code --> suptdbmo
Team 5. DBMOTH - Data integrity loss, interaction with other products
---------------------------------------------------------------------
The DBMOTH team addresses problems in the following areas:
o Data integrity loss
- Database recovery errors
- Abends or errors accessing specific tables
- TARRR/Resetlog problems or questions
- Unusable data in reports
o Interaction with other products (CICS, POMS, PMPS, LNM, etc.)
Database Manager Problem Information
------------------------------------
The following general problem-determination information may be requested
when working with IBM Extended Edition or Extended Services Database
Manager Support.
Software and Hardware Information
---------------------------------
Software: Level of code
Database Client Server
CSD/SelectPak levels _______________ __________________
Additional SQL modules _______________ __________________
Hardware:
_________ Model of the failing machine
_________ Speed of the failing machine
_________ Memory on failing machine
_________ Available disk space on failing machine
Error Messages
--------------
Specific error message
SQL ____________________________________________________________
QRW ____________________________________________________________
DBM ____________________________________________________________
Other____________________________________________________________
Return codes on specific errors
SQL0902C _________
QRW2272W _________
SQL30080N _________
Remote data services problems
-----------------------------
Protocol being used (check which one)
____ APPN
____ NetBIOS
____ SQLL00
Number of users (if any) that can successfully access remote database
_______________
Does error occur locally on the server? Y or N
General Problem Information
---------------------------
Is the database accessible? Y or N ________
Does the error occur on open or recovery of database? Y or N _______
Does the error occur in:
Query Manager Y or N ________
Command Line Interface Y or N ________
User Application Y or N ________
If user application, what language and compiler were used?
Language _____________________________________________________________
Compiler _____________________________________________________________
Re-creation scenario
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Has the function/application ever worked? Y or N ________
You may also be requested to send in a backup copy of the database if
the problem cannot be reproduced on local support databases.
After initial problem information is gathered, the problem may be
transferred for further problem determination to specific groups on the
Database Manager analyst team.
Search code --> suptnw
NetWare Team Descriptions and Required Problem Information
----------------------------------------------------------
Support for NetWare products is divided into 5 teams. They are:
1. NW40 - NetWare Version 4
2. NCOMM- NetWare Communications
3. NWKSTA - NetWare Requester
4. NWOTHR - NetWare LANalyzer for Windows, NetWare Services Manager
5. NWSRV - NetWare Server
This section describes the responsibilities of each of these teams.
The Software Solution Services representative will be able to direct
your call more efficiently if you can determine which team would be the
appropriate one to assist with your problem or question.
This section also contains the general NetWare problem reporting forms
for collecting the initial problem determination information required by
these teams. Having this problem information available prior to placing
a call for assistance will enable the support center representative to
resolve your problem more efficiently.
Search code --> suptnw40
Team 1. NW40 - NetWare version 4 problems
-----------------------------------------
The NW40 team addresses problems with NetWare version 4.0.
Search code --> suptnwcm
Team 2. NCOMM - NetWare communications problems
-----------------------------------------------
The NCOMM team addresses problems with:
o NetWare 3270 LAN Workstation for DOS v3.0
o NetWare 3270 LAN Workstation for Macintosh v1.1
o NetWare 3270 LAN Workstation for Windows v1.2
o NetWare Access Services (NAS) v1.3
o NetWare Asynchronous Communications (NACS) v3.0
o NetWare Communications Services Manager v1.0
o NetWare Hostprint v1.0
o NetWare for SAA v1.3
o NetWare SNA Links (single) v1.0
o NetWare Vector Graphics Option v3.0
Search code --> suptnwrq
Team 3. NWKSTA - NetWare Requester problems
-------------------------------------------
The NWKSTA team addresses problems with:
o NetWare DOS Client
o NetWare Requester for OS/2 v1.3
o NetWare Requester for OS/2 v2.0
o NetWare Lite v1.1
Search code --> suptnwo
Team 4. NWOTHR - NetWare LANalyzer for Windows, NetWare Services Manager
------------------------------------------------------------------------
The NWOTHR team addresses problems with:
o NetWare LANalyzer for Windows v2.0
o NetWare Services Manager v1.3b
Search code --> suptnwsv
Team 5. NWSRV - NetWare Server problems
---------------------------------------
The NWSRV team addresses problems with:
o NetWare v2.2
o NetWare v3.11
o NetWare Flex/IP v1.2
o NetWare NFS v1.2b
o NetWare FTAM v1.2
o NetWare Runtime
o NetWare for Macintosh (NLM) v3.011
o NetWare Name Services (NNS)
NetWare Problem Information
---------------------------
The following general problem-determination information may be requested
when working with NetWare support.
NetWare Problem Information - Software
--------------------------------------
Level of NetWare code on NetWare servers
_________ NetWare operating system version
_________ Corrective service applied
DOS workstation: Level of NetWare Level of IBM code
DOS version _____________ _____________
DOS corrective service level _____________ ____________
IPX or ODI? _____________ _____________
Shell version _____________ _____________
NetWare client corrective
service applied _____________ _____________
NetWare Requester for OS/2:
OS/2 version _____________ _____________
OS/2 corrective service/
ServicePak applied _____________ _____________
Version of NetWare Requester _____________ _____________
NetWare corrective service/
NSD applied _____________ _____________
Version of failing applications
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Server
_______________ NLM/VAP loaded
_______________ LAN drivers
_______________ Disk drivers
_______________ NAME SPACE loaded
NetWare Problem Information - Hardware
--------------------------------------
_______________ Brand of failing machine
_______________ Model of failing machine
_______________ Speed of failing machine
_______________ Type of network (token-ring, Ethernet, etc.)
_______________ Brand of LAN adapters involved
_______________ Model of LAN adapters involved
Printer information (if applicable)
________________ Brand of printer
________________ Model of printer
________________ Printer driver name
________________ Printer version
________________ Printer setup/configuration information
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
General Network Problem Information
-----------------------------------
Bridges/routers in use
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Bridge/router between workstations and servers
________________________________________________________________________
________________________________________________________________________
Complete error messages from all errors displayed on workstation and
server screens
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Server error log entries in time frame of reported failure
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
NetWare Problem Description
---------------------------
Description of problem
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Steps to re-create problem
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
History of recent hardware/software changes on workstations
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
History of recent hardware/software changes on servers
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Network load at time of failure
________________________________________________________________________
________________________________________________________________________
Does application fail if run only from workstation? Y or N ____________
Has it ever worked? Y or N ____________
Is this a new installation? Y or N __________
Search code --> suptterm
Appendix A. Definition of Terms
-------------------------------
The following are definitions of many of the terms used in this
document.
Call A call is a telephone or electronic request for IBM service
or for information about a previously reported Incident. An
Incident may involve multiple calls or actions, such as:
o The initial request for assistance
o Offline research
o A callback from IBM to the customer
o Closure
This sequence will be counted as one Incident when charged
against the customer's Solution Block.
Defect A defect is a problem with the unaltered portion of a
licensed Personal Software Product that causes it to not
conform to its Program Specifications (when properly used on
a machine for which the program was designed) consistent
with each Product's license agreement.
Entitled "Entitled" refers to the level of service or support that is
Service designated by IBM or the Product vendor to be included in
the price of the Product. The customer receives this service
or support at no additional charge. An example of entitled
service is the service or support specified in the Statement
of Service contained in the License Information document for
OS/2.
Incident An Incident is defined as a singular request for assistance
(problem) with a specific Personal Software Product. Requests for
assistance with multiple Products, or different problems
with the same Product, will be considered to be separate
Incidents and recorded as such in the IBM problem management
system.
Closure of an Incident occurs when an answer is provided to
the initial request. Closure may also include referring the
customer to the appropriate source for resolution.
Incident The Incident owner may be an individual or a team. Transfer
Ownership of Incident ownership is only done when the new owner has
agreed to accept ownership. If required, customers may
participate in the technical transfer of ownership.
Ownership of an Incident remains within IBM until Incident
resolution unless ownership has been transferred to a
vendor's or business partner's service organization.
Product A Product Expert is an IBM service representative with an
Expert in-depth knowledge in specific areas of a Product. This
representative can provide answers and solutions to
technically detailed or complicated questions and problems.
This representative will have access to resources needed to
determine whether a previously unknown defect exists in the
Product.
Product A Product Specialist is an IBM service representative with
Specialist knowledge of a specific Product. This representative can
can provide answers to general usability and how-to
questions, as well as solutions to already known problems
and defects.
Queue A queue is a list stored in the Problem Management Facility
of Retain. This list contains the Problem Management Records
(PMRs) requiring action by a product specialist at the
support location, in order of severity and the time the call
was entered.
ServicePak ServicePak refers to a collection of many fixes distributed
and installed as a package.
ServicePaks and interim/pervasive fixes are released to all
distribution channels including electronic bulletin board
systems.
Not all Products produce a ServicePak as part of their
service process.
TALKLink TALKLink is an IBM service available via IBMLink. Customers
can converse electronically with each other and the
worldwide internal IBM community on a wide variety of topics
related to the acquisition, installation, support, and use
of Products and services marketed by IBM or a related
business affiliate. (Refer to the IBM TALKLink contract for
TALKLink terms and conditions.)
TALKLink gives customers the ability to review information
electronically, submit questions or requests and receive
answers or information.
Technical A Technical Specialist is an IBM technical representative
Specialist with a high level of knowledge of OS/2 and DOS products.
This representative can provide assistance to the customer
with installations, basic problem determination, problem
source identification, and some application development.
Time Zones Service availability that is limited to 8 AM to 5 PM local
customer time is during those hours within the following
time zones; Eastern, Central, Mountain, and Pacific.
Customers outside those time zones are covered during those
hours in the time zone nearest them.
U.S. The following are the national holidays in the U.S. that
National affect the support center:
Holidays
o January 1 - New Year's Day
o Last Monday in May - Memorial Day
o July 4 - Independence Day
o First Monday in September - Labor Day
o Fourth Thursday in November - Thanksgiving Day
o December 25 - Christmas Day
If any of the above days falls on a weekend, the adjacent
weekday becomes the holiday.
Search code --> suptlist
Appendix B. Personal Software Products
--------------------------------------
The following is a list of the products supported by Software Solution
Services, and which adhere to the guidelines set forth in this document.
Name Version Component ID
---- ------- ------------
OS/2 Products
-------------
OS/2 16/32-bit operating system 2.0, 2.1 562107701
OS/2 for Windows 2.1 562230600
Presentation Manager 2.0 562107901
MMPM/2 1.0, 1.1 562137400
IMG Adapter/A Device Driver 1.02 562141900
MMPM/2 Toolkit 1.0, 1.1 562142800
MVGA/MUL XGA Device Driver 1.0 562142000
OASAS I Disk Array Management 1.0, 2.0 569620000
Pen for OS/2 1.0 562215100
PenDOS 2.2 569656000
Presentation Manager Toolkit 2.0 562108001
REXX 2.0 562129300
Secured DOS - DES 1.0 562129200
Toolkit 2.0, 2.1 562107801
LAN Systems Products
--------------------
NOTE: Entitled services for the Novell products are not provided by IBM.
DCE Cell Directory Server 1.00 569665704
DCE Client 1.00 569669200
DCE Client-Encrypted 1.00 569669100
DCE SDK-Encrypted 1.00 569669300
DCE Security Server 1.00 569665702
DCE Windows Client 1.00 569669000
DCE Windows Client-Encrypted 1.00 569668900
DOS LAN Requester 2.0 2.00 562125304
DOS LAN Requester 3.0 3.00 562125304
LAN Requester 2.0 2.00 562125301
LAN Requester 3.0 3.00 562125301
LAN Server 2.0 2.00 562125305
LAN Server 3.0 3.00 562125305
LAN Services 1.3 - Requester 1.30 560116401
LAN Services 1.3 - Server 1.30 560116201
NetWare Client Kit for DOS/Windows v1.01 562236100
NetWare Client Kit for DOS/Windows from IBM v1.01 569638700
NetWare Client Kit for OS/2 from IBM v2.01 562135800
NetWare Client Kit for OS/2 v2.01 562235900
NetWare for Macintosh Client from IBM v1.0 562226200
NetWare for Macintosh Client v1.0 562229100
NetWare for Macintosh from IBM 3.12 562122200
NetWare for Macintosh from IBM 4.0 562122200
NetWare for Macintosh 3.12 562228100
NetWare for Macintosh 4.0 562229000
NetWare for SAA 1.3 562228300
NetWare for SAA 1.3 from IBM 562122500
NetWare for SAA 1.3B 562228300
NetWare for SAA 1.3B from IBM 562122500
NetWare from IBM 2.2 562121200
NetWare from IBM 3.11 562120300
NetWare Services Manager for LAN NetView v1.5 562229400
NetWare Services Manager for LAN NetView from 569635600
IBM v1.5
NetWare Workstation Kit DOS/Windows v1.0 562236100
NetWare Workstation Kit DOS/Windows from IBM v1.0 569638700
NetWare Workstation Kit for OS/2 from IBM v1.3 562135800
NetWare Workstation Kit for OS/2 v1.3 562235900
NetWare 2.2 562228000
NetWare 3.11 562227900
NetWare 3.12 562227900
NetWare 3.12 from IBM 562120300
NetWare 4.0 562230200
NetWare 4.0 from IBM 569653500
NetWare 4.01 562230200
NetWare 4.01 for OS/2 562236500
NetWare 4.01 for OS/2 from IBM 562236400
NetWare 4.01 from IBM 569653500
NTS/2 1.00 562200200
LAN Systems Products
--------------------
The following Products have Limited Support. Limited Support means these
Products will be supported Monday through Friday from 9 AM to 6 PM
Eastern time (excluding U.S. national holidays). Customers will receive
a callback within 4 business hours.
LAN Distance Connection Server - Advanced 1.00 562207400
LAN Distance Connection Server - Entry 1.00 562215500
LAN Distance Remote 1.00 562207500
LAN NetView Agents Extended 1.00 569640400
LAN NetView Agents for DOS 1.00 569640300
LAN NetView Enabler 1.00 569640200
LAN NetView Fix 1.00 562202000
LAN NetView Manage 1.00 569640100
LAN NetView Monitor 1.00 562202200
LAN NetView Scan 1.00 562218100
LAN NetView Start 1.10 562200100
LAN NetView Tie 1.00 562201900
LAN Server for Macintosh 1.00 569640600
LAN Server Ultimedia 1.00 562218500
LANalyzer for Windows from IBM 2.0 569652100
LANalyzer for Windows 2.0 562229900
NetWare Access Services from IBM v1.3 569636100
NetWare Access Services v1.3 562229600
NetWare Asynchronous Communication Services from 569635900
IBM v3.0
NetWare Asynchronous Communication Services v3.0 562229500
NetWare Communication Services Manager from IBM 562122600
v1.0
NetWare Communication Services Manager from IBM 562122600
v1.1
NetWare Communication Services Manager v1.0 562228400
NetWare Communication Services Manager v1.1 562228400
NetWare Flex/IP from IBM v1.2 569636000
NetWare Flex/IP v1.2 562235700
NetWare for SAA Services Manager from IBM v2.0 562122500
NetWare for SAA Services Manager v2.0 562229200
NetWare FTAM from IBM v1.2 562122400
NetWare FTAM v1.2 562235800
NetWare HostPrint from IBM v1.0 569652200
NetWare HostPrint v1.0 562230000
NetWare Lite from IBM 1.1 562128100
NetWare Lite 1.1 562228600
NetWare Management Agent from IBM v1.0 569635800
NetWare Management Agent from IBM v1.5 569635800
NetWare Management Agent v1.0 562236200
NetWare Management Agent v1.5 562236200
NetWare Name Service from IBM v1.0 562122700
NetWare Name Service v1.0 562228500
NetWare NFS from IBM v1.2 562122300
NetWare NFS from IBM v1.2B 562122300
NetWare NFS Gateway v1.1 562230300
NetWare NFS Gateway v1.1 from IBM 569669400
NetWare NFS Starter Kit from IBM v1.2B 569650400
NetWare NFS Starter Kit v 1.2B 562229700
NetWare NFS v1.2 562228200
NetWare NFS v1.2B 562228200
NetWare Services Manager for OS/2 v1.0 562229400
NetWare Services Manager for Windows v1.1 562235600
NetWare Services Manager for OS/2 from IBM v1.0 569635600
NetWare Services Manager for Windows from IBM 569635700
1.1
NetWare SFT III from IBM 3.11 562206200
NetWare SFT III 3.11 562228900
NetWare SNA Links from IBM v1.0 569653400
NetWare SNA Links v1.0 562230100
NetWare 3270 LAN Workstation DOS from IBM v2.0 562128200
NetWare 3270 LAN Workstation DOS from IBM v3.0 562128200
NetWare 3270 LAN Workstation Macintosh from IBM 562128300
v1.0
NetWare 3270 LAN Workstation DOS v2.0 562228700
NetWare 3270 LAN Workstation DOS v3.0 562228700
NetWare 3270 LAN Workstation Macintosh v1.0 562228800
NetWare 3270 LAN Workstation Windows v1.1 562229300
NetWare 3270 LAN Workstation Windows from IBM 569633600
v1.1
NetWare 3270 Vector Graphics Option v3.0 562229800
NetWare 3270 Vector Graphics Option from IBM 569652000
v3.0
Network Signon Coordinator/2 1.10 564804900
PC LAN Program 1.34 560120701
System Performance Monitor/2 v1.0 1.00 562120600
System Performance Monitor/2 v2.0 2.00 562201000
User Profile Management for Extended 3.0 2.00 562125306
User Profile Management for Extended 3.0 3.00 562125306
User Profile Management LAN Server 3.0 3.00 562125302
3270 LAN Workstation Windows v1.0 1.00 569633600
3270 LAN Workstation Windows v1.2 1.20 569633600
Database Manager Products
-------------------------
Database Tools 1.00 562121305
DB2/2 1.0 1.00 562204401
DDCS/2 1.0 Multi-User Gateway 1.00 562126602
DDCS/2 1.0 Single-User 1.00 562126601
DDCS/2 2.0 2.00 562205700
DOS Database Client 1.00 562121306
DOS Windows Client 1.00 562121304
Extended Services 1.0 - DB 1.00 562121302
Extended Services 1.0 - QM 1.00 562121307
Networking Systems Products
---------------------------
CICS OS/2 1.2 568810101
CICS OS/2 Single-User 2.0 564803600
CICS OS/2 Multi-User 2.0 564803603
Communications Manager ES 1.0 562121301
Communications Manager/2 1.0 562125400
IBM NetView File Transfer Program Client/2 1.0 562217200
IBM NetView File Transfer Program Server/2 1.0 562217300
NDM/2 1.1 562116700
NDM/2 2.0 562143900
TCP/IP - DOS 2.1 562121900
TCP/IP - OS/2 2.0 562208600
The following Products have Limited Support. Limited Support means these
Products will be supported Monday through Friday from 9 AM to 6 PM
Eastern time (excluding U.S. national holidays). Customers will receive
a callback within 4 business hours.
DCAF 1.0 562103101
OS/2 OSI/CS 1.0 560112401
OSIFS/2 1.0 560121101
SwitchServer/2 ROLM 9751 1.0 562115900 Feature 5825
SwitchServer/2 NTI SL-1 1.0 562115900 Feature 5815
SwitchServer/2 AT&T G2 1.0 562115900 Feature 5835
SwitchServer/2 AT&T G3 1.0 562115900 Feature 5601
SwitchServer/2 NTI DMS-100 1.0 562115900 Feature 5600
Search code --> supteduc
Appendix C. Technical Education
-------------------------------
Technical classes are available for customers who want in-depth
knowledge about IBM Personal Software Products. These classes provide
detailed technical information on the Products or in-depth problem
determination (such as analyzing traces and dumps, or using the OS/2
kernel debugger). The charge for each class will be defined on an
individual basis, as determined by the duration of the class, travel
expenses to the customer location, and reasonable and actual living
expenses for the instructors. Alternately, customer personnel can travel
to the support location for the education. This travel may be necessary
for any classes requiring specialized hardware for use in the class.
Customers requiring education in the operation or configuration of these
Products should attend one of the classes offered by IBM Skill Dynamics.
For the latest information on courses and costs, call IBM Skill Dynamics
at 1-800-IBM-TEACh (U.S.) or 1-800-465-1234 (Canada).
In addition to the classes offered by Skill Dynamics, the following
technical classes are available from the Products' support locations.
OS/2 Operating System
---------------------
The following class is available for the OS/2 operating system:
Title: OS/2 Hang and Trap Analysis Workshop
Format: Workshop at IBM Boca Raton
Sponsor: OS/2 System Technical Support
Objective: To transfer to the student all of the following:
o The ability to diagnose the cause of a trap occurring
on OS/2.
o A familiarity with both of the major OS/2 debugging
tools.
o Experience with an effective problem-determination
technique.
This is the same training provided for the IBM OS/2
support personnel who belong to the Hang/Trap analysis
team. The workshop is an intense class for those
seriously interested in learning to diagnose the cause of
problems in an OS/2 system. All instructors work in OS/2
System Technical Support. Students successfully
completing this workshop should be able to find the full
pathname of the application programs involved with
failures. If given the appropriate link map and compiler
output files, students should be able to find the failing
line, the name, the parameters, and variables for the
failing application function, as well as the same data
about the caller of the failing function, and so on, back
to the main program entry. If the failure is within OS/2,
students should be able to pinpoint the failing API,
together with the parameters that caused the failure, in
addition to the above data for the application functions.
Duration: 4.5 days
Contact: Customers who are interested in this course should
contact the Solution Management Center at 1-800-992-4777.
CICS OS/2
---------
The following two classes are available for CICS OS/2:
Title: CICS OS/2 Installation and Configuration Assistance
Format: At customer account
Sponsor: CICS OS/2 Level 2
Objective: After completion of visit, the customer should have:
o A fully operational CICS OS/2 environment.
o Systems personnel able to maintain the system and
debug system problems.
Content: On-site support from the CICS OS/2 support center to
assist in the installation and configuration of CICS
OS/2. Includes Host Links and Peer-to-Peer
communications via both NetBIOS and LU6.2.
Duration: 2 days
Contact: Customers who are interested in this course should
contact the Solution Management Center at 1-800-992-4777.
ALSO
Title: CICS OS/2 Problem-Determination Education
Format: At customer account
Sponsor: CICS OS/2 Level 2
Objective: After completion of the class, the student should be able
to:
o Determine if a problem is caused by an application or
a system failure.
o Use debug aids.
Content: CICS application debugging on the OS/2 Platform. Course
includes use of CICS OS/2 trace, COBOL Animator and
Xilerator, and SPM/2.
Duration: 3 to 5 days
Contact: Customers who are interested in this course should
contact the Solution Management Center at 1-800-992-4777.
OS/2 Database Manager
---------------------
The following class is available for OS/2 Database Manager:
Title: Database Manager for OS/2 Problem-Determination Education
Format: At customer account, or at Toronto Lab
Sponsor: Level 2 OS/2 Database Manager Service
Objectives: During the class, the instructors will:
o Familiarize customers with the various Database
Manager debugging tools available.
o Provide customer with hands-on experience with these
tools.
o Give customer enough knowledge to use these PD/PSI
tools and techniques back in their environment, to
assist them with determining the source of problems.
Content: o SQLTRC, TRACE and SQLJTRC
o .INX, .DAT and .LF file analysis
o .TARRR/DART
o Locking and process analysis
o Client/Server communication problem determination/
problem-source identification
o LABs will be included to provide hands-on experience
Options: This course can be taught in the EE 1.3 DBM, ES 1.0 DBM,
or DB2/2 1.0 environments. If the customer is using a
DRDA environment with DDCS/2 1.0 or DDCS/2 2.0, an
additional section on these PD/PSI techniques can be
added to the course.
Duration: 2 days
Contact: Customers who are interested in this course should
contact the Solution Management Center at 1-800-992-4777
at least one month prior to the desired date. Date and
price for customer site education can be negotiated.
========================================================================
+--------------------------------------------------+
| Trademarks, Registered Trademarks, Service Marks | tmarks
+--------------------------------------------------+
Audio Visual Connection, BookManager, Communications Manager/2, C Set/2,
DB2, DisplayWrite, HelpCenter, HelpWare, IBM, ImagePlus, LAN NetView,
LAN NetView Fix, LAN NetView Manage, LAN NetView Monitor, LAN NetView
Scan, LAN NetView Monitor, LAN Server, Micro Channel, NetView, Operating
System/2, OS/2, Pen for OS/2, Personal System/2, Presentation Manager,
PS/1, PS/2, Systems Appli- cation Architecture, TALKLink, ThinkPad,
Ultimedia, and XGA are registered trademarks of International Business
Machines Corp.
APPN, CICS, CICS/ESA, CICS OS/2, Common User Access, C Set ++, CUA,
Current, DATABASE 2, DataHub, DB2, DB2/2, DDCS/2, The Developer
Connection for OS/2, DISTRIBUTED DATABASE CONNECTION SERVICES/2, DRDA,
Extended Services for OS/2, IBMLink, IMS Client Server/2, Information
Warehouse, LANStreamer, Library Reader, LinkWay, Matinee, Midware,
Multimedia Presentation Manager/2, Natural Computing, NAVIGATOR, PCjr,
PenAssist, PowerPC, PowerOpen, SAA, Skill Dynamics, Skill Dynamics
Canada, SOMobjects, SQL/DS, Storyboard, Ultimotion, VSE/ESA, WIN-OS/2,
Workplace Shell, and XT are trademarks of International Business
Machines Corp.
The following are trademarks of other companies:
TRADEMARK OWNER
Adaptec Adaptec, Inc.
AMI American Megatrends, Inc.
ATI ATI Technologies, Inc.
ProAudio Spectrum Media Vision, Inc.
CodeView Microsoft Corporation
CompuServe CompuServe, Inc.
Corel Corel Systems Corp.
Diamond Stealth Diamond Computer Systems
Ethernet Xerox Corp.
Future Domain Future Domain Corporation
Fujitsu Fujitsu Limited
Headland Headland Technology, Inc.
Hercules Hercules Computer Technology
Hewlett-Packard Hewlett-Packard Company
Hitachi Hitachi Ltd.
HP, LaserJet, DeskJet, OpenView,
PaintJet Hewlett-Packard Co.
IEEE The Institute of Electrical and
Electronics Engineers
Intel, Indeo Intel Corp.
Internet Internet, Inc.
IOMEGA IOMEGA, Inc.
ISO International Organization for
Standardization
LAN Workplace Novell Inc.
LaserJet Hewlett-Packard Company
Lotus, Lotus Notes, 1-2-3 Lotus Development Corp.
Macintosh Apple Computer Corp.
Micronics Micronics Electronics, Inc.
Micropolis Micropolis Corporation
Microsoft, Microsoft C Microsoft Corp.
NEC NEC Corp.
NetWare, NetWare Server, Novell Novell, Inc.
Orchid Orchid Technology, Inc.
PCMCIA Personal Computer Memory Card
International Association
PenDOS Communication Intelligence Corp.
Pentium Intel Corp.
Phoenix Phoenix Technologies, Ltd.
PostScript, Adobe Type Manager Adobe Systems, Inc.
ProComm Datastorm Technologies, Inc.
PRODIGY PRODIGY Services Co.
Quantum Quantum Corporation
QVision Compaq Computer Corp.
Seagate Seagate Technology, Inc.
Sony Sony Corp.
SoundBlaster Creative Labs, Inc.
Stacker Stac Electronics
STB STB Systems, Inc.
Superstor AddStor, Inc.
Toshiba Toshiba Corporation
Trident Trident Microsystems, Inc.
Western Digital Western Digital Corporation
Windows, Win32, Windows NT Microsoft Corp.
========================================================================
This concludes 1994 Issue 3 of IBM PSP Developer Support News.