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1995-04-28
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PERSONAL SYSTEMS SUPPORT FAMILY
PROBLEM REPORTING GUIDE
April 4, 1995
Revision 3
PREFACE
_______
International Business Machines Corporation provides this document "as is"
without warranty of any kind, either express or implied, including, but not
limited to, the implied warranties of merchantability or fitness for a par-
ticular purpose. Some states do not allow disclaimer of express or implied
warranties in certain transactions, therefore, this statement may not apply
to you.
This document could include technical inaccuracies or typographical errors.
Changes are periodically made to the information herein; these changes will
be incorporated in new versions of this document.
It is possible that this document may contain reference 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 IBM products, programming
or services in your country.
Preface ii
CONTENTS
________
1.0 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
2.0 OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION . . . . . . 2
2.1.1 Hardware and Software Configuration Information . . . . . . . . 4
2.2 DOSAP - DOS Applications - DOS Session Problems . . . . . . . . . . 5
! 2.2.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . . 9
2.2.2 DOS Session Problem Information . . . . . . . . . . . . . . . . 9
2.3 HNGTR - Hangs or Traps that Cause the System to Halt or Fail . . . 13
! 2.3.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 14
2.3.2 TRAP Messages Problem Information (32-bit) . . . . . . . . . . 15
2.3.3 Internal Processing Error Messages Problem Information (16 or
32-bit) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.3.4 Hard Error Messages (SYSxxx) Problem Information (32-bit) . . 16
2.3.5 Hard Error Messages (SYSxxx) or TRAP Messages (16-bit) . . . . 17
2.4 INSTL - Problems Experienced During Installation . . . . . . . . . 18
! 2.4.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 19
2.4.2 OS/2 Installation Problem Information . . . . . . . . . . . . 20
2.5 DISK - Hard Disk or File-System-Related Problems . . . . . . . . . 22
! 2.5.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 23
2.5.2 Disk Problem Information . . . . . . . . . . . . . . . . . . . 24
2.5.3 Disk Partition Information . . . . . . . . . . . . . . . . . . 25
2.6 MKBCM - I/O Problems (Excluding Disk, Print or Video) . . . . . . 26
! 2.6.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 27
2.6.2 Keyboard Problem Information . . . . . . . . . . . . . . . . . 28
2.6.3 Mouse and Communications Problem Information - Hardware . . . 29
2.6.4 Mouse and Communications Problem Information - CONFIG.SYS . . 33
2.6.5 Mouse and Communications Problem Information - Application
Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
2.7 MMPM and MMVID - MultiMedia Teams . . . . . . . . . . . . . . . . 39
2.7.1 Queue name: MMVID . . . . . . . . . . . . . . . . . . . . . . 39
! 2.7.2 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 39
2.7.3 MultiMedia Problem Information . . . . . . . . . . . . . . . . 41
2.8 OTHER - Other Problems . . . . . . . . . . . . . . . . . . . . . . 43
! 2.8.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 45
2.8.2 OTHER Problem Information . . . . . . . . . . . . . . . . . . 46
2.9 PRINT - Print Output Problems . . . . . . . . . . . . . . . . . . 49
! 2.9.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 49
2.9.2 PRINT Problem Information . . . . . . . . . . . . . . . . . . 50
2.10 VIDEO - Graphical Output Problems . . . . . . . . . . . . . . . . 52
! 2.10.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 52
2.10.2 VIDEO Problem Information . . . . . . . . . . . . . . . . . . 54
2.11 WINAP - Windows Applications and WIN-OS/2 Subsystem Problems . . 55
! 2.11.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 56
2.11.2 WINAP Problem Information . . . . . . . . . . . . . . . . . . 56
2.12 WPSHL - PM and Workplace Shell (WP) Related Problems . . . . . . 60
! 2.12.1 New With WARP . . . . . . . . . . . . . . . . . . . . . . . . 62
2.12.2 WPSHL Problem Information . . . . . . . . . . . . . . . . . . 63
2.13 The OS/2 Dump Process . . . . . . . . . . . . . . . . . . . . . . 66
Contents iii
2.14 Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs . . . . 69
2.15 Industry Standard (AT BUS) Architecture Overview . . . . . . . . 72
2.15.1 ISA Bus Architecture . . . . . . . . . . . . . . . . . . . . 72
2.15.2 ISA Interrupt Request Levels and I/O Addresses . . . . . . . 74
2.15.3 Determining IRQs for ISA Computers . . . . . . . . . . . . . 74
2.15.4 Determining I/O Addresses . . . . . . . . . . . . . . . . . . 74
2.15.5 ISA, OS/2 and Parallel Ports . . . . . . . . . . . . . . . . 76
2.15.6 ISA and OS/2 Summary . . . . . . . . . . . . . . . . . . . . 77
2.15.7 Notes on Microchannel Architecture Machines . . . . . . . . . 78
3.0 PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION . . . . 79
4.0 OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 81
4.1 OS/2 LAN Server Problems . . . . . . . . . . . . . . . . . . . . . 81
4.2 OS/2 LAN Requesters/Remote IPL (RIPL) Problems . . . . . . . . . . 83
4.3 DOS LAN Requester/PC LAN Program Problems . . . . . . . . . . . . 83
4.4 OS/2 LAN Transport Problems . . . . . . . . . . . . . . . . . . . 83
4.5 OS/2 LAN Application Problems . . . . . . . . . . . . . . . . . . 84
4.6 LAN-Related Traps and Hangs . . . . . . . . . . . . . . . . . . . 84
4.7 LAN Systems Problem Information - General . . . . . . . . . . . . 85
4.7.1 LAN Systems Problem Information - Software . . . . . . . . . . 85
4.7.2 LAN Systems Problem Information - Hardware . . . . . . . . . . 86
4.7.3 General Network Problem Information . . . . . . . . . . . . . 86
4.7.4 LAN Systems Error Messages Problem Information . . . . . . . . 87
4.7.5 LAN Systems Problem Documentation . . . . . . . . . . . . . . 88
5.0 NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION . . . . 90
5.1 NetWare Version 4 Problems . . . . . . . . . . . . . . . . . . . . 90
5.2 NetWare Communications Problems . . . . . . . . . . . . . . . . . 90
5.3 NetWare Requester Problems . . . . . . . . . . . . . . . . . . . . 91
5.4 NetWare Other Problems . . . . . . . . . . . . . . . . . . . . . . 91
5.5 NetWare Server Problems . . . . . . . . . . . . . . . . . . . . . 91
5.6 NetWare Problem Information . . . . . . . . . . . . . . . . . . . 93
5.6.1 NetWare Problem Information - Software . . . . . . . . . . . . 93
5.6.2 NetWare Problem Information - Hardware . . . . . . . . . . . . 94
5.6.3 General Network Problem Information . . . . . . . . . . . . . 94
5.6.4 NetWare Problem Description . . . . . . . . . . . . . . . . . 96
6.0 COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES . . . . 97
6.1 Helpful Hints and Tips . . . . . . . . . . . . . . . . . . . . . . 97
6.1.1 Finding the Cause of Installation Problems . . . . . . . . . . 97
6.1.2 Finding the Cause of Configuration Problems . . . . . . . . . 98
6.1.3 Finding the Cause of CID Problems . . . . . . . . . . . . . . 98
6.1.4 Finding the Cause of Other Communications Manager/2 Problems . 99
6.1.5 Checking the Online Message Reference . . . . . . . . . . . . 99
6.1.6 Checking the System Error Log . . . . . . . . . . . . . . . . 99
6.1.7 Checking the FFST/2 Message Log . . . . . . . . . . . . . . . 99
6.1.8 Checking the FFST/2 Dump Formatter . . . . . . . . . . . . . . 100
6.1.9 Communications Manager/2 SNA Phone Connect Configurations
Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6.2 Communications Manager/2 Problem Information - General . . . . . . 102
6.3 Communications Manager/2 Required Problem Information and Team
Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
6.4 OS/2 Communications Manager/2 APPC Problems . . . . . . . . . . . 103
Contents iv
6.5 Communications Manager/2 Emulator Problems . . . . . . . . . . . . 104
6.6 Communications Manager/2 Miscellaneous Problems . . . . . . . . . 105
APPENDIX A. TECHNICAL EDUCATION . . . . . . . . . . . . . . . . . . . 107
A.1 OS/2 Operating System . . . . . . . . . . . . . . . . . . . . . . 107
A.2 CICS OS/2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
A.3 OS/2 Database Manager . . . . . . . . . . . . . . . . . . . . . . 111
APPENDIX B. TRADEMARKS AND REGISTERED TRADEMARKS . . . . . . . . . . . 113
Contents v
1.0 INTRODUCTION
_________________
The purpose of this guide is to help customers understand the support struc-
ture for the Personal Systems Products, the product queue descriptions, and
the problem determination information required by some of the products'
support centers.
This document is intended for customers who will call Software Solution Ser-
vices (the IBM Support Center for the Personal Systems Products) to obtain
technical assistance for supported Personal Systems Products. Software Sol-
ution Services provides support to a full spectrum of customers, including:
o Users and developers of personal productivity, general business applica-
tions, or complex applications
o Developers and large businesses
o System supporters and medium businesses
o Departmental groups within businesses of all sizes
o Small businesses
o Single users
It is intended for customers in the United States and Canada; the support
structure in other countries may be different.
THIS INFORMATION WAS ORIGINALLY INCLUDED IN THE "PERSONAL SYSTEMS SOFTWARE
_____________________________________________________________________________
PRODUCTS SUPPORT CENTER USER'S GUIDE". THAT DOCUMENT HAS BEEN EXTENSIVELY
_____________________________________________________________________________
UPDATED TO INCLUDE INFORMATION ABOUT THE PERSONAL SYSTEMS SUPPORT FAMILY
_____________________________________________________________________________
OFFERINGS. IT HAS ALSO BEEN DIVIDED INTO TWO DOCUMENTS, THIS "PERSONAL
_____________________________________________________________________________
SYSTEMS SUPPORT FAMILY PROBLEM REPORTING GUIDE", AND THE "PERSONAL SYSTEMS
_____________________________________________________________________________
SUPPORT FAMILY SUPPORT CENTER USER'S GUIDE". CUSTOMERS SHOULD OBTAIN AND
_____________________________________________________________________________
REFER TO BOTH DOCUMENTS FOR A COMPLETE DESCRIPTION OF THE SUPPORT CENTER
_____________________________________________________________________________
OPERATION.
__________
INTRODUCTION 1
2.0 OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION
____________________________________________________________
Support for the OS/2 operating systems is divided into separate teams
(queues). They are:
1. DOSAP - DOS Applications - DOS session problems (page 5)
2. HNGTR - Hangs or traps that cause the system to halt or fail (page 13)
3. INSTL - Problems experienced during installation (page 18)
4. DISK - hard disk or file-system-related problems (page 22)
5. MKBCM - I/O problems - excluding disk, print, or video (page 26)
! 6. MMPM - MultiMedia Extensions shipped with OS/2 (page 39). This includes
! both DOS and Windows MultiMedia programs running on OS/2.
! 7. MMVID - Ultimotion Video In problems (page 39)
! 8. OTHER - OS/2 Applications - general system-wide problems (page 43)
9. PRINT - Print output (page 49)
10. VIDEO - Graphical output (page 52)
11. WINAP - Problems with Windows Applications and WIN-OS/2 Subsystem (page
55)
12. WPSHL - PM and Workplace Shell (WP) related problems (page 60)
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. It may not always
be obvious which team should handle an individual request for assistance.
The Software Solution Service representatives will use their experience and
assist customers in routing calls to the correct team when necessary. The
Software Solution Services representative will be the final arbiter in deter-
mining where to route a call.
Each of these teams requires detailed information for initial problem deter-
mination. Included with each team description is the specific information
required by that team. Obtaining as much of this problem information as pos-
sible prior to placing a call for assistance will enable the Support Center
representative to more efficiently resolve your problem. 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 2
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
This chapter also contains instructions for obtaining an OS/2 dump when the
Support Center representative has determined that a dump is required to
further analyze your problem (see 2.13, "The OS/2 Dump Process" on page 66).
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 3
2.1.1 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 4
2.2 DOSAP - DOS APPLICATIONS - DOS SESSION PROBLEMS
____________________________________________________
QUEUE NAME: DOSAP
The DOS Application team is responsible for DOS Session problems:
! o Problems installing, launching, and running DOS applications operating in
! an OS/2 DOS environment - either a DOS window or a DOS full screen - NOT
! in true native DOS. Includes DOS application problems on a standalone
! workstation, or occurring locally if on a network. DOS application prob-
! lems isolated to a network should be referred to the LAN group.
! o DOS startup (virtual machine boot - VMB) diskettes including FSACCESS and
! FSFILTER.
! o DOS startup (virtual machine boot) diskette configuration problems
! running MSCDEX.
! 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 the INSTL team for Disk support (page 22).
! o DOS application performance tuning (DOS Settings questions).
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. should go to
MKBCM (page 26)
- DOS fax programs having transmission problems should go to MKBCM
- LapLink-type programs experiencing data transfer problems over a par-
allel cable link (via LPTx) should go to PRINT (page 49). Data
transfer problems over a serial cable link or modem (via COMx) should
go to MKBCM.
o DOS application migration AFTER the migration database has failed to
_____
locate the DOS application in its database. The DOSAP team will handle
incorrect DOS application settings listed in the migration database.
NOTE: Problems with the migration program should be handled by INSTL
(page 18). Once the icon has been successfully created for a DOS
application any subsequent problems are handled by the DOSAP team.
o DOS application named pipes (not OS/2 named pipes, see Disk page 22).
- INT 21h functions 5F32h through 5F3Ah are supported by DOSAP
- INT 21h functions 5F3Bh through 5F53 are supported by LAN (page 81)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 5
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 DOSAP. Other
DOS_SETTINGs are handled by the teams that support the function being
performed. For example, DOS_SETTINGs that begin with "VIDEO" are sup-
ported by the VIDEO team. For clarification of which queue handles the
various virtual device drivers and the DOS_SETTINGs and WINDOW_SETTINGs,
see page 69.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 6
o The following component files included in OS/2 are supported by the DOSAP
team:
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 the DOSAP team.
This is not an all-inclusive list as 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:
! -- Print problems from a standalone workstation, or occurring
! locally if on a network, should go to the PRINT team (page 49)
! -- Problems isolated to network printing should go to the LAN team
- 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 are handled by
the PRINT team (page 49)
- Application Programming Interface calls ("APIs") starting with the
letters DOS are not supported by the DOSAP team. Look to the func-
___
tion provided by the API for team ownership. For example:
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 7
-- DOSCallNamePipe - file system API - therefore owned by INSTL for
the DISK team (page 22)
-- DOSStartSession - session management - therefore OTHER (page 43)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 8
- DOS-WINDOW session-specific functions, such as those used to change
the FONT size, MARK, COPY, etc. go to WPSHL (see page 60)
! - Clipboard pasting problems go to MKBCM (page 26)
- DOS programs having sound card problems (for example, no sound is
coming from a game) should go to MMDOS (page 39). MIDI, scanning,
and some CD-ROM multimedia problems should also go to MMDOS. DOS
games having problems where multimedia hardware is NOT involved (for
___
example, where a sound card, midi synth, scanner, etc. is not
required to demonstrate the problem) are handled by the DOSAP team.
! 2.2.1 NEW WITH WARP
! o Load/Save DOS Settings
! o Session Priority Setting
2.2.2 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 9
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)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 10
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
____ From real DOS
____ From the LAN
____ From 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 11
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, page 15)
____ 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, page 15)
____ SYSxxxx error: SYS____________________________________
____ Too many files open
____ TRAP-> Fill in hang/trap information, page 15
____ VDM session hang (CTRL-ESC works)
____ Only see blinking cursor, nothing else
Steps Required to Re-Create the Problem: ____________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 12
2.3 HNGTR - HANGS OR TRAPS THAT CAUSE THE SYSTEM TO HALT OR FAIL
_________________________________________________________________
QUEUE NAME: HNGTR
The Hang/Trap 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 which 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.
NOTE: If the Window List comes up, the team description for the mode of
the application running at the time of the failure should be con-
sulted (for example, DOSAP, WINAP or OTHER).
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 description for the mode of
the application running at the time of the failure should be con-
sulted (for example, DOSAP or WINAP).
o CREATEDD and DUMPFORMATTER problems
o SHUTDOWN problems
o Exceptions:
! - Traps and IPEs that occur during OS/2 installation are handled by the
! INSTL team
! - Any hangs or traps that can be recovered by hitting CTL+ESC or
! ALT+ESC should be referred to the team responsible for the function
! that was operating when the trap occurred
- NO SYS errors, except for SYS3171 and SYS3175 errors in DOSCALL1.DLL
__
-- If the SYS error is not in DOSCALL1.DLL, the team descriptions
should be consulted for the owner of the module or file indicated
in the error
If you are requested by a Support Center representative to obtain a dump, see
2.13, "The OS/2 Dump Process" on page 66 for complete instructions.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 13
! 2.3.1 NEW WITH WARP
! o PM Dump Formatter Code Defect Support ONLY (available on CD-ROM version
____
! only)
! o TRAPDUMP Config.sys Statement
! o SUPPRESSPOPUPS Config.sys Statement
! o DUMPPROCESS Config.sys Statement
! o TRACE Config.sys Statements
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 14
2.3.2 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 15
2.3.3 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 dis-
_______
played on the screen.
THE SYSTEM DETECTED AN INTERNAL PROCESSING
ERROR AT LOCATION # ____ : ________ - ____ : ________
_____ , ____
________
INTERNAL REVISION _ . ___ DATE: __ / __ / __
2.3.4 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 dis-
_______
played 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.
_______
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 16
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= ________
2.3.5 HARD ERROR MESSAGES (SYSXXX) OR TRAP MESSAGES (16-BIT)
First, use the lines below to record the message text exactly as it is dis-
_______
played 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= ______
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 17
2.4 INSTL - PROBLEMS EXPERIENCED DURING INSTALLATION
_____________________________________________________
QUEUE NAME: INSTL
The Install team will handle problems related to the installation process of
the OS/2 BASE OPERATING SYSTEM. Hardware and setup related problems will be
handled by the appropriate device driver team, when all relevant drivers are
configured correctly during installation.
! The install team is responsible for all problems experienced DURING installa-
! tion of OS/2. Installation is complete when the user has the default desktop
! up and operational. This team handles:
! o Boot Manager, Dual Boot setup and operation during OS/2 installation
! o Dual Boot questions/problems after the system is completely installed
! o Installation and configuration of OS/2
! o Selective install utility program
! o Installation of APARs, OS/2 Service Pak and the WIN311.ZIP file
! o Installation over the network (CID install)
! o DDINSTAL problems
! o BonusPak Install Utility
! o Preload Utilities (Welcome Folder on a pre-installed system)
! o Application Migration Utility program (up to the creation of the icon)
! NOTE: After the icon is created, responsibility falls to the appropriate
! application.
o Exceptions:
- If during the initial startup the system makes reference to an excep-
tion in a particular device, the problem should be handled by that
device team.
! - Installation of an application other than OS/2 should be handled by
! the team responsible for that application (i.e. WINAP, DOSAP, OTHER,
! DOS, LAN).
! - CID installation of an application other than OS/2 should be handled
! by the team responsible for that application (i.e. WINAP, DOSAP,
! OTHER, DOS, LAN).
! - After OS/2 is successfully installed, device driver installation
! should go to the team responsible for that device driver (i.e. video
! device driver - VIDEO).
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 18
! 2.4.1 NEW WITH WARP
! o ALT-F1 "M" (Maintenance Desktop)
! o User Option for Easy/Advanced Install
! o Selective Un-Install
! o Create Utility Diskettes
! o Automatic Application Migration
! o OSDELETE (Deletes OS/2)
! o Bonus Pack Installation Utility
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 19
2.4.2 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:
____ MCA ____ 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: _______________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 20
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: Disk Drive Size:
____ 5.25 1.2MB ____ 3.5 1.44MB ____ 3.5 2.88MB
____ Other
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 21
2.5 DISK - HARD DISK OR FILE-SYSTEM-RELATED PROBLEMS
_____________________________________________________
! The DISK team handles problems and questions related to data storage devices
! and file systems (excluding CD-ROMS, which go to the MultiMedia teams - see
! page 39). This team works with file system commands, config.sys processing
! (other than devices specific to another team), and hard drive or floppy drive
! setup.
! o Hardware-Related Problems
! - Hard Drives: SCSI, ESDI, MFM, IDE, and RLL controllers and attached
! devices
! - Floppy Drives: This includes the floppy drive and the controller
! card
! - Mass Storage Devices: Includes optical drives, Bernoulli boxes and
! other mass storage devices such as RAID
! - Device Drivers: Included in the hardware devices themselves are the
! device drivers that are necessary to allow communication between the
! hardware and the software
! o File System Questions
! - HPFS, FAT
! - FDISK, FORMAT
! - CHKDSK and Extended Attributes (EAs)
! - BACKUP, RESTORE
! - File system commands XCOPY, COPY, DIR, DEL, UNDELETE etc.
! o Boot Problems
! - The DISK team only handles boot problems AFTER installation has been
! completed successfully. Anything before installation is complete is
! handled by INSTL (see page 18).
! - Boot Manager: The boot manager allows access to more than one oper-
! ating system.
! NOTE: If the problem is with DUAL BOOT, it should be handled by
! INSTL (page 18), whether it is before or after installation
! - CONFIG.SYS: Any config.sys issues upon system initialization EXCEPT
! those dealing with specific device drivers (i.e., SYS1201 VMOUSE.SYS
! belongs to MKBCM - see page 26).
! - Missing files: General missing files that are not team specific
! (e.g. missing PMSHELL.EXE would go to Workplace Shell, etc.).
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 22
! o File System APIs
! - DOSWrite, DOSRead, DOSOpen, etc.
! - Named pipes and named pipe APIs
! - Queues and queue APIs
! o Exceptions:
! - Drives objects problems on the desktop (see WPSHL page 60)
! - CD-ROM MSCDEX-related problems (see DOSAP page 5)
! - STARTUP.CMD-related problems (see OTHER page 43)
! - HPFS386 issues - see LAN (page 81)
! 2.5.1 NEW WITH WARP
! o New SCSI Adapters
! - Adaptec
! - Buslogic
! - Future Domain
! - DPT
! - IBM AT Fast SCSI/2
! o XDF Diskette Format (XDFCOPY.EXE, XDFLOPPY.FLT)
! o VASPI Driver (Virtual Advanced SCSI Programming Interface)
! o Dynamic LIBPATH (SET BEGINLIBPATH, SET ENDLIBPATH)
! o Fast Format (/Q or /L options)
! o Resource Manager (Resource.sys, Reserve.sys, Rmview.exe)
! o Diskcache Parameter Changes
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 23
2.5.2 DISK PROBLEM INFORMATION
Error experienced:
____ System error message: ___________________________________
____ Functionality
____ Hang
____ Trap (also fill in the trap information on page 15)
____ 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: ________________________________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 24
2.5.3 DISK PARTITION INFORMATION
Partition Number:
____ 1 ____ 2 ____ 3
____ 4 ____ 5 ____ 6
____ Other
Drive Letter for Partition:
____ C ____ D ____ E
____ F ____ G ____ H
____ Other
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
____ Doublspace
____ Other
____ Stacker for DOS
____ Stacker for OS/2
____ Superstor
Partition Size:
____ 1 MB ____ 50 MB ____ 100 MB
____ Other: ___________________________________________________
Partition Use:
____ DOS Boot ____ OS/2 Boot ____ Data
____ Dual Boot ____ Unformatted
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 25
2.6 MKBCM - I/O PROBLEMS (EXCLUDING DISK, PRINT OR VIDEO)
__________________________________________________________
QUEUE NAME: MKBCM
The mouse, keyboard, COM team is responsible for all I/O related problems
that are not DISK, PRINT, VIDEO or DOSLAN. This includes:
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 on a serial or parallel port
o Touch screen support
! o Windows, DOS and OS/2 Asynchronous communications applications (modem,
! BBS, FAX)
! o PMTERM productivity program (configuration assistance only, no defect
! support)
! 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 Touch-sensitive screens
! o Communication-based PCMCIA problems
! o Asynchronous (COM port) communications problems in DOS sessions and
! WIN-OS/2
! o Support for the following products included in the WARP BonusPak:
! - FaxWorks
! - Hyper Access Lite
! - The TCP/IP portion of the Internet Connection
An integral part of the problem determination process for this team is deter-
mining the Input/Output (I/O) addresses in use by the serial communications
adapters which 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-
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 26
ence 2.15, "Industry Standard (AT BUS) Architecture Overview" on page 72 for
this information.
! 2.6.1 NEW WITH WARP
! o PCMCIA Socket Services I & II
! o PCMCIA ATA Client Driver, Modem Client Driver, Flash RAM Client Driver
! (IBM Only)
! o PCMCIA Plug and Play Object
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 27
2.6.2 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: _________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 28
2.6.3 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 29
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: Ext. Port
____ COM1: Mouse COM2: Int. Modem
____ COM1: Mouse COM2: PCMCIA Mod
____ COM1: Ext. Port COM2: none
____ COM1: Ext. Port COM2: Ext. Port
____ COM1: Ext. Port COM2: Mouse
____ COM1: Int. Modem COM2: Mouse
____ COM1: Int. Modem COM2: none
____ COM1: none COM2: Mouse
____ None of the above:
COM1: __________ COM2: ____________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 30
COM3 and COM4 Configuration:
____ COM3: Ext. Port COM4: none
____ COM3: Ext. Port COM4: Ext. Port
____ COM3: Int. Modem COM4: none
____ COM3: PCMCIA Mod COM4: none
____ COM3: none COM4: Ext. Port
____ COM3: none COM4: Int. 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: __
(Reference "Industry Standard Architecture Overview"
on page 72 for IRQ information.)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 31
Are There Any IRQ Conflicts?
____ YES: _____________________________________________________
____ NO
____ Don't know
Debug (D 40:0) (in DOS or OS/2):
____ 0040:0000 - enter data below:
__ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __
(Reference "Determining I/O Addresses" on page 74)
____ 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: ___________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 32
2.6.4 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= ___________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 33
Other mouse driver statements: _______________________________________
_______________________________________________________________________
DEVICE=x:\OS2\COM.SYS:
____ is REM'd 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
(INVALID configuration - MOUSE.SYS MUST be 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 REM'd 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 34
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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 35
2.6.5 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 36
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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 37
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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 38
2.7 MMPM AND MMVID - MULTIMEDIA TEAMS
______________________________________
QUEUE NAME: MMPM
The MMPM team is responsible for the multimedia extensions that are shipped
with OS/2. This responsibility includes:
o Installation of 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, DOS or Windows multimedia applications that use
! the IBM multimedia extensions (this includes scanners with proprietary
! cards)
! o CD-ROM setup and usage with regards to MMPM/2
! o All CD-ROM problems/questions after OS/2 is installed (problems with
! installation of OS/2 from CD-ROM go to the INSTL team)
o Support for the Video-In product shipped with the WARP BonusPak
2.7.1 QUEUE NAME: MMVID
The MMVID team is responsible for problems with Ultimotion Video In (the
MMPM/2 video record package).
! 2.7.2 NEW WITH WARP
! o New CD-ROM Drives
! - Philips 205, 206, 205MS, 225, 226, 226MS
! - Sony 6201, 6205, 531, 535, 7201, 7205, 6150, 6251
! - IDE CD-ROMs (ISA)
! o CD-ROM Attach
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 39
! o H/W MPEG Device Support
! o Compressed Audio & DSP Support
! o Autodesk Animation (FLC/FLI)
! o Video-IN (BonusPak Application)
! o Audio Device Drivers (OS/2 and Windows)
! - PAS 16 W508B Mixer
! - Sound Blaster Pro/SB Pro 16
! - Audiovation
! - Crystal Semi 4231
! - ESS 688
! - SB AWE 32
! - Jazz 16
! - AD1848
! - Sound Galaxy
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 40
2.7.3 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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 41
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 42
2.8 OTHER - OTHER PROBLEMS
___________________________
QUEUE NAME: OTHER
The OTHER team is responsible for a collection of support areas:
o Performance
! - The entire system must be experiencing a slow down (not just one
! application)
! - Performance problems with OS/2 applications)
! - Exceptions:
! -- Performance problems related to MOUSE or COM PORT (see MKBCM page
! 26).
! -- DOS application performance problems (see DOSAP page 5).
! -- WINDOWS application performance problems (see WINAP page 55).
! -- 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 that
! is responsible for the subsystem.
! -- Printing problems go to PRINT
! -- Disk access problems go to DISK
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.
____________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 43
o OS/2 Applications
- All OS/2 application problems that are not addressed by any other
team. This includes:
-- Productivity programs (NOT PMTERM and PMFAX, see MKBCM page 26)
___
-- ISV (Independent Software Vendor) applications (like Lotus 123G,
Corel, PMWORD)
-- Customer-written applications that ARE NOT addressed by other
________
teams (this is API-type specific)
-- Lockup utility program
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 16MB
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
o Support for the following portions of the WARP BonusPak:
- LanguageWare
- IBM Works
- UltiMail Lite
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 44
! 2.8.1 NEW WITH WARP
! o Tutorial
! o TEDIT (Text Editor)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 45
2.8.2 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? ___________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 46
ADDITIONAL INFORMATION, DEPENDING ON THE TYPE OF PROBLEM
PROBLEMS WITH THE 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
____ Toolkit's tools or sample program
PERFORMANCE PROBLEMS:
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 PROBLEMS:
The application problem occurs:
____ Only on this machine
____ Some machines
____ Every machine
Problem description: ____________________________________
__________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 47
MEMORY AND SWAPPER PROBLEMS:
The 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: ____________________________________
__________________________________________________________
__________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 48
2.9 PRINT - PRINT OUTPUT PROBLEMS
__________________________________
QUEUE NAME: PRINT
The PRINT team is responsible for problems related to printer drivers or
print subsystem failures:
! o All printing or plotting from DOS, WIN-OS/2, WorkPlace Shell, 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 driver availability or installation questions
! o Print Screen questions
! o Command line printing questions
! o Print performance (ie, slow printing)
! o Port configuration within print object (parallel or serial)
! o Print Object settings (local or 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:
! - The PRINT team is NOT responsible for configuration of a print
___
! server. These problems are handled by the appropriate network group
! (ie, LAN server or Novell Netware)
! 2.9.1 NEW WITH WARP
! o Polling PRINT0x.SYS Parallel Port Driver
! o OMNI Printer Driver
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 49
2.9.2 PRINT PROBLEM INFORMATION
I/O Card Name (if not on planar): ____________________________________
System Bus Type:
____ MCA ____ ISA ____ EISA
____ Don't know
Printers and Plotters Make & Model: __________________________________
_______________________________________________________________________
OS/2 Printer Driver:
____ EPSON.DRV ____ IBM3852.DRV
____ IBM4019.DRV ____ IBM42XX.DRV
____ IBM5182.DRV ____ IBM5216.DRV
____ IBM52XX.DRV ____ IBMNULL.DRV
____ LASERJET.DRV
____ PLOTTERS.DRV W/ PMPLOT.QPR
____ PLOTTERS.DRV W/ PMPRINT.QPR
____ PSCRIPT.DRV ____ SMGXPJET.DRV
Printer Driver Version Number: _______________________________________
(Example IBM42XX Version 1.281)
Display:
____ VGA ____ XGA ____ XGA-2
____ SVA ____ 8514
Where Does Printing Failure Occur?
____ Locally ____ Remotely ____ Locally and Remotely
Failing Printer Port:
____ LPT1 ____ LPT2 ____ LPT3
____ COM1 ____ COM2 ____ COM3
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 50
COM Port Settings & 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 & Version: _______________________________________
LAN Connection for Printers:
____ IBM4033 (Lexmark)
____ HP Redirector
____ Other: ___________________________________________________
Problem Description: _________________________________________________
_______________________________________________________________________
_______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 51
2.10 VIDEO - GRAPHICAL OUTPUT PROBLEMS
_______________________________________
QUEUE NAME: VIDEO
! The video team will handle problems related to graphical output from a
! monitor (excluding touch screens, which are handled by the MKBCM team (see
! 26). The video team is responsible for ALL on-line graphical output in
! WIN-OS/2, DOS, and PM and includes the following problems and procedures:
! o Video retrace, synchronization and distortion
! o Installation of video drivers shipped with OS/2
! o Dual screen support
! o Font problems
! o VEGA, VCGA, VVGA, VSVGA and VXGA.SYS virtual device drivers
! o Getting customers back to VGA mode (SETVGA.CMD, RSPDSPI.EXE)
! o Super VGA installation utilities (DSPINSTL.EXE, SVGA.EXE)
! o Color and scheme palette problems
! o Changing video resolutions
! o Image Adapter support
! o Black screen after boot up with a blinking cursor in the upper left
! corner
o The video team is also responsible for the following APIs:
- VIOx APIs
- GPIx APIs
- Device Context problems (for example, DevOpenDC API)
o Exceptions:
- MultiMedia Video-In problems are handled by the MultiMedia teams (see
page 39)
! 2.10.1 NEW WITH WARP
! o Graphics Accelerator Drivers
! - S3 864 (DXP), 805/928
! - Cirrus Logic 5430, 5428
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 52
! - Western Digital C24/C26/C27/C31/C33/C34
! - ATI Mach 32, Mach 64
! - Tseng ET4000 W32p, W32i
! - Weitek P9000, P9100
! o Video Overlay Support
! o Workplace Shell Hardware Palette Aware
! o Screen Tab in System Object
! o ALT-F1 "V" to return to VGA
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 53
2.10.2 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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 54
2.11 WINAP - WINDOWS APPLICATIONS AND WIN-OS/2 SUBSYSTEM PROBLEMS
__________________________________________________________________
QUEUE NAME: WINAP
! The Windows Applications team is responsible for all problems associated with
! Windows 3.0 and 3.1 applications and the WIN-OS/2 subsystem:
! o Problems installing, launching and running Windows applications
! o Selective install of WIN-OS/2 support
! o Windows applications and API compatibility
! o Windows settings and Windows INI file settings (ie, SYSTEM.INI, WIN.INI)
! o Windows applications receiving General Protection (GP) faults
! o Windows applications execution and configuration problems
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 GP Faults it is
handled by the WINAP team
- If the application cannot connect to the COM port, or disconnects
abnormally, it is handled by the MKBCM team (page 26)
o Windows network problems should be routed as follows:
- Novell installation or windows driver installation problems are
handled by the Novell team
- LAN Server installation problems or windows drivers installation
problems are handled by the LAN team (page 81)
- Applications' execution and configuration problems are handled by
WINAP
o Windows device driver problems should be routed as follows:
- Windows video device drivers to VIDEO (page 52)
- Windows MultiMedia device drivers to MMPM (page 39)
- Windows network device drivers to Novell or LAN or MicroSoft for MS
LAN Manager
- All other Windows device driver problems are handled by the WINAP
team
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 55
o Windows application migration AFTER the migration database has failed to
_____
locate the Windows application in its database. Problems with the
migration program should be handled by INSTL (page 18). The WINAP team
will handle incorrect Windows application settings listed in the
migration database.
! o Windows application/session hangs/traps from which the system cannot
! recover without powering off, and all IPEs, are handled by the Hang/Trap
! Team (see page 13).
o Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE
o Windows MultiMedia problems should go to the MultiMedia group. This
includes MIDI, scanning, and some CD-ROM multimedia problems. Windows
applications that use NO multimedia hardware are handled by the WINAP
__
team.
! 2.11.1 NEW WITH WARP
! o Windows 3.11 support
! o Support for OS/2 running with Windows for Work Groups
! o Windows 32S support
! o Fast load
2.11.2 WINAP PROBLEM INFORMATION
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 56
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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 57
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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 58
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 59
2.12 WPSHL - PM AND WORKPLACE SHELL (WP) RELATED PROBLEMS
__________________________________________________________
QUEUE NAME: WPSHL
The Workplace Shell team is responsible for PM 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 page 49)
- Clipboard Viewer (see OTHER page 43)
- HelpManager (see OTHER)
- Selective Install, Application Migration and Device Driver utilities
(see INSTL page 18)
- Color palette or font palette (see VIDEO page 52). If settings can't
be saved, it is handled by the WPSHL team.
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. No support for SOM object Toolkit 2.1 (reference
Compuserve, Developer Assistance Program or your point of sale for
assistance).
- WINx APIs - such as PM APIs and WPSHL methods.
- INI Files - and PRF APIs (profile functions).
o LAN-Aware Shell
o OS/2 Clipboard and DDE (OS/2 -> OS/2)
o DOS and WINDOWs session-specific functions such as changing the font
size, MARK, COPY, etc., are owned by WPSHL. Clipboard pasting problems
should go to MKBCM first (page 26).
o PM session manager initialization module, message loop, main window proc
(PMSHELL)
- Exception: Not base session manager, DosStartSession, DosCalls, etc.
(see OTHER page 43)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 60
o PMVIOP (window-oriented problems, for example window sizing, scrolling,
and vertical bar)
o Exceptions:
- If desktop problems occur immediately after installation but all the
disks were not installed, see INSTL (page 18)
- If the Desktop directory or WP_ROOT._SF file is not created during
installation, see INSTL (page 18)
The following are the .DLLs that WPSHL 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 API's dynamic link library
PMSHAPIM.DLL PM shell API's 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 61
! 2.12.1 NEW WITH WARP
! o Visual Enhancements
! - 2 Color Palettes: 16/256
! - animated folder icons
! - animated shredder icon
! - paint roller replaced with a dripping paint can
! - Workplace Shell palette aware
! o New Schemes
! - 28 redesigned schemes
! - mini icons
! - new icons and bitmaps
! o Undo arrange
! o Folder automatic close
! o Open Parent menu option
! o Sort (date/time)
! o Find/Include
! o Archive and Restore desktop and KEY files
! o Option to Save Current desktop/folder settings
! o LaunchPad
! o Type ahead enable settings
! o Pickup and Drop
! o Confirm on object delete
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 62
2.12.2 WPSHL PROBLEM INFORMATION
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 63
Problem Classification:
____ Desktop missing or not found
____ Trap
____ Hang in WPSHL 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 Module)
____ PRF API not functioning properly (profile functions)
____ OS/2 Clipboard/DDE problem
____ System Setup Folder objects that belong with WPSHL
____ Repaint problem
____ LAN-Aware Shell
____ WPSHL 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 on page 15.)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 64
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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 65
2.13 THE OS/2 DUMP PROCESS
___________________________
A utility program 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. The TRACE utility program must be running for ALL dumps. Note
___
that 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 (to be 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.
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
2. The Dump Process - The Dump Diskettes (preparing the diskettes for the
memory dump)
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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 66
memory in your system. The diskette sizes must be the same (for example,
all 1.44MB diskettes or all 2.88MB diskettes).
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 67
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 infor-
mation. Press and hold "Ctrl+Alt" and then press "Num Lock" twice.
This starts the dump process. (This assumes the keyboard is not
locked.)
4. Performing the Dump
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 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 informa-
tion.
5. Mailing the Dump to IBM
DO NOT send dump diskettes unless instructed by 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:
IBM Corp.
ATTN: OS/2 HNGTR Team, Bldg 001-3
Internal Zip 1024
1000 NW 51st Street
Boca Raton, FL 33432
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 68
2.14 VIRTUAL DEVICE DRIVERS AND DOS_SETTINGS/WINDOWS_SETTINGS
______________________________________________________________
The following table defines which queue 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 QUEUE 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/WPSHL Interface between WIN-OS/2 and Pres-
entation
Manager
VMDISK.EXE * DOSAP Utility program used to create DOS
startup
diskettes - except diskette drive
controller
problems (see the DISK queue)
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 69
DRIVER QUEUE DESCRIPTION
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, then see the DOSAP
queue.
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 emu-
lation
VXMS.SYS DOSAP Extended Memory Specification emu-
lation
VDMA.SYS DOSAP Direct Memory Access BIOS function
emulation
* The entries marked with an asterisk are not virtual device drivers, but
are related closely enough that they warrant inclusion in this listing.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 70
Use the following table to determine the queue 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 queue
that owns each setting.
LETTERS QUEUE EXCEPTIONS
AUDIO MMPM
COM MKBCM
DOS DOSAP DOS_BACKGROUND_EXECUTION, when
dealing with graphical DOS applica-
tions, is owned by the VIDEO queue
DPMI DOSAP
EMS DOSAP
HW DOSAP
IDLE DOSAP
MEM DOSAP
KBD MKBCM
PRINT PRINT
VIDEO VIDEO
WIN WINAP
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 71
2.15 INDUSTRY STANDARD (AT BUS) ARCHITECTURE OVERVIEW
______________________________________________________
The original Industry Standard Architecture (ISA) machine (the IBM PC-AT)
allowed for the definition of up to four serial communications 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 respec-
tively. 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 unpre-
dictable.
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 what are called "edge triggered"
interrupts in contrast to Micro Channel (MCA) and EISA which use "level sen-
sitive" 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 inter-
rupt 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 oper-
ating system such as DOS, the sharing of interrupts is not a problem as 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 now pretty 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.
2.15.1 ISA BUS ARCHITECTURE
On an ISA machine there are a total of 15 IRQ levels available. These inter-
rupts are determined by the two INTEL 8259a (or compatible) Programmable
Interrupt Controllers (PIC). Each PIC is capable of handling 8 Interrupt
ReQuest lines (IRQ) but IRQ2 of the first pic is cascaded (or linked) to IRQ9
of the second PIC. Any adapter which is physically configured (or "jump-
ered") to IRQ2 will recognized by OS/2 as IRQ9. This is defined by the hard-
ware and not the OS/2 operating system. The standard settings, in order of
priority, follow:
+--------+------------------------------------------------------------------+
! IRQ# ! Device Associated !
+--------+------------------------------------------------------------------+
! 0 ! System Timer !
+--------+------------------------------------------------------------------+
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 72
+--------+------------------------------------------------------------------+
! 1 ! Keyboard !
+--------+------------------------------------------------------------------+
! 2 ! Secondary Interrupt Controller (see note) !
+--------+------------------------------------------------------------------+
! 8 ! Realtime Clock !
+--------+------------------------------------------------------------------+
! 9 ! --- (see note) !
+--------+------------------------------------------------------------------+
! 10 ! --- free !
+--------+------------------------------------------------------------------+
! 11 ! --- free !
+--------+------------------------------------------------------------------+
! 12 ! --- free - reserved for aux dev !
+--------+------------------------------------------------------------------+
! 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 - add. 278) !
+--------+------------------------------------------------------------------+
! 6 ! Diskette !
+--------+------------------------------------------------------------------+
! 7 ! LPT1 (Parallel Printer Port #1 - add. 3BC or 378) !
+--------+------------------------------------------------------------------+
Table 1. IRQ Assignments. This table shows the typical assignments of IRQ's
in both ISA and MCA class computers.
NOTE: On the IBM-AT (ISA bus) the IRQ9 pin is identical with the IRQ2 pin on
the original IBM-PC. If you have an older, 8-bit adapter whose doc-
umentation 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 simul-
taneous 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 communi-
cations 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 set-
tings are. Therefore, after checking and setting the adapters according to
the instruction manuals, you must also tell OS/2 what you've done by placing
explicit information into the CONFIG.SYS file.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 73
2.15.2 ISA INTERRUPT REQUEST LEVELS AND I/O ADDRESSES
The Industry Standard Architecture (ISA) computers use EDGE triggered inter-
rupts (versus LEVEL triggered interrupts used in Microchannel Architecture
(MCA) computers). OS/2 2.x only supports interrupt sharing on MCA computers.
The reason that interrupt sharing is not supported on ISA computers is a lim-
itation of the ISA architecture (edge triggered interrupts) and performance.
Every adapter in an ISA computer must have a unique IRQ which 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.
2.15.3 DETERMINING IRQS FOR ISA COMPUTERS
o 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.
o If your 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 and not the OS/2 operating system.
2.15.4 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 identi-
fied by COMx. For other types of adapters, you will have to manually inven-
tory 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 was present, it
would follow COM2's address.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 74
NOTE 1: If the above procedure shows "E8 02" in COM3's address posi-
tion, there is NOT a serial communication adapter defined as
COM3 and there is a serial communication adapter defined as
COM4. Reference the following section.
NOTE 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 (i.e. COM.SYS) do not interfere
with the port.
5. Enter Q and press the enter key to leave DEBUG.
The following section shows various location 40:0 scenarios.
2.15.4.1 Location 40:0 Scenarios
This section gives the user some common scenarios to look for when debugging
location 40:0. Note that 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.
NOTE: The CONFIG.SYS line shown in the examples 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
MCA class 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 class 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 should always precede the
COM.SYS statement in the CONFIG.SYS file. This is a VALID CONFIG.SYS
line provided 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 MCA class computer with two serial devices - MOUSE is on COM1.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 75
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 class 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 class computer with two or three serial devices - Either no MOUSE
or BUS MOUSE. WARNING: THIS CONFIGURATION IS VERY SUSPICIOUS AND
WILL PROBABLY NOT WORK AS 2F8 IS THE WRONG ADDRESS FOR THE SLOT.
DEFINITELY WANT TO 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 SUS-
PECTED 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 class computer with three serial devices - either no MOUSE or BUS
MOUSE.
NOTE: The third device is configured for what is usually assigned to
COM4(2e8). OS/2 is going to want to treat this as COM3, I/O
address 2e8 and what ever 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 class computer with three serial devices - MOUSE is on COM1.
NOTE: The COM.SYS device driver has taken the (4,2e8,ii) parameter
passed and incorrectly placed the I/O address in slot one
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).
2.15.5 ISA, OS/2 AND PARALLEL PORTS
The printer port addresses and IRQ levels are hard coded in OS/2 as follows:
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 76
+-----------------+-----------------+-------------------------------------+
! PORT ! I/O ADDRESS ! IRQ !
+-----------------+-----------------+-------------------------------------+
! LPT1 ! 3BC or 378 ! IRQ7 !
+-----------------+-----------------+-------------------------------------+
! LPT2 ! 278 ! IRQ5 !
+-----------------+-----------------+-------------------------------------+
Table 2. Parallel Port Assignments. This table shows the typical assign-
ments of the parallel ports on most computers.
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 can not use both addresses 3BC and 378
as printer port addresses. 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 cor-
rectly or if the printer cable is missing the ACK line, the printer may work
under DOS and have problems under OS/2.
2.15.6 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 communi-
cation drivers. Usual default settings follow:
o COM1 - 03f8 - IRQ 4 (OS/2 & industry default)
o COM2 - 02F8 - IRQ 3 (OS/2 & 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
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 77
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.
2.15.7 NOTES ON MICROCHANNEL ARCHITECTURE MACHINES
OS/2 2.x requires no extra configuration for Microchannel Architecture (MCA)
computers. MCA 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 MCA 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.
OS/2 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 78
3.0 PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION
______________________________________________________________
QUEUE NAME: PCDOS
The PC DOS 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
-- Taskswapper
-- 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: 919-543-9708
-- ValuePoint & ThinkPad machines: 1-800-PS2-7772
PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 79
o Exceptions:
- XGA device driver support running under DOS should be sent to the
DEVDRV queue at Retain location 148
- TCPIP for DOS is not PC DOS and should be sent to the TCPWS queue at
Retain location 103
DO NOT CONFUSE PC DOS WITH DOS COMPATIBILITY IN OS/2 - SEE THE DOSAP QUEUE
_____________________________________________________________________________
(PAGE 5)
________
NOTE: The PCDOS team requires only that the "Hardware and Software Config-
uration Information" be available when calling for support (see page
4).
PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 80
4.0 OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION
________________________________________________________________________
Support for the LAN Systems products is divided into 6 work groups (queues).
They are:
1. OS/2 LAN Server Problems
2. OS/2 LAN Requesters/Remote IPL Problems
3. DOS LAN Requester/PC LAN Program Problems
4. OS/2 LAN Transport Problems
5. OS/2 LAN Application Problems
6. LAN-Related Traps and Hangs
This chapter discusses the responsibilities of each of these queues. The
Software Solution Services representative will be able to more efficiently
direct your call if you can determine which queue would be the appropriate
one to assist with your problem or question.
This chapter also contains the general LAN Systems problem reporting form to
collect the initial problem-determination information required by these
queues. Having this problem information available prior to placing a call
for assistance will enable the Support Center representative to more effi-
ciently resolve your problem.
4.1 OS/2 LAN SERVER PROBLEMS
_____________________________
QUEUE NAME: SERVER
The SERVER team is responsible for the following:
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
- DCDB Replicator Service
- Generic Alerter Service
- Loopback Driver
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 81
- Migration Import Utility
- Netlogon Service
- Netrun Service
- Replicator Service
- Timesource Service
- 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)
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
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 82
4.2 OS/2 LAN REQUESTERS/REMOTE IPL (RIPL) PROBLEMS
___________________________________________________
QUEUE NAME: OS2REQ
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
4.3 DOS LAN REQUESTER/PC LAN PROGRAM PROBLEMS
______________________________________________
QUEUE NAME: DLR
The DOS LAN Requester(DLR)/PC LAN Program 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
4.4 OS/2 LAN TRANSPORT PROBLEMS
________________________________
QUEUE NAME: TRANS
OS/2 LAN Transport team is responsible for:
o Network Transport Services/2 (NTS/2) and MPTS (Multi-Protocol Transport
Services)
- The 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
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 83
o LAN Adapter and Protocol Support (LAPS)
- Problems with the installation and configuration of protocols and
adapter drivers
4.5 OS/2 LAN APPLICATION PROBLEMS
__________________________________
QUEUE NAME: LSAPPS
The LAN Applications team handles the following problems:
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, Service Paks, Extended
_____
Services, etc. should go to their respective product owners' queues
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)
4.6 LAN-RELATED TRAPS AND HANGS
________________________________
QUEUE NAME: TRAP
The TRAP team handles all LAN-related traps and hangs:
o All Internal Processing Errors (IPE)
o TRAP from which the system cannot recover
o Entire system hangs that prevent all user input
o Exceptions:
- For SYSxxxx failures (such as SYS3175) that detect a failing process,
see the appropriate support team.
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 84
4.7 LAN SYSTEMS PROBLEM INFORMATION - GENERAL
______________________________________________
You may be asked to provide the following general problem-determination
information when working with IBM LAN Systems Support.
4.7.1 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
________________________ ______________________
________________________ _______________________
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 85
4.7.2 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)
_________
_________
4.7.3 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)
______________________________________________________________
______________________________________________________________
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 86
4.7.4 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
______________________________________________________________
______________________________________________________________
______________________________________________________________
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 87
4.7.5 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?
______________________________________________________________
______________________________________________________________
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 88
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.
OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 89
5.0 NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION
_______________________________________________________________
Support for the NetWare products is divided into 5 work groups (queues).
They are:
1. NetWare Version 4
2. NetWare Communications
3. NetWare Requester
4. NetWare Other
5. NetWare Server
This chapter contains a description of the responsibilities of each of these
queues. The Software Solution Services representative will be able to more
efficiently direct your call if you can determine which queue would be the
appropriate one to assist with your problem or question.
This chapter also contains the general NetWare problem reporting forms to
collect the initial problem determination information required by these
queues. Having this problem information available prior to placing a call
for assistance will enable the Support Center representative to more effi-
ciently resolve your problem.
5.1 NETWARE VERSION 4 PROBLEMS
_______________________________
QUEUE NAME: NW40
This queue addresses problems with NetWare version 4.0.
5.2 NETWARE COMMUNICATIONS PROBLEMS
____________________________________
QUEUE NAME: NCOMM
This queue addresses problems with the following products:
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
NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 90
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
5.3 NETWARE REQUESTER PROBLEMS
_______________________________
QUEUE NAME: NWKSTA
This queue addresses problems with the following products:
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
5.4 NETWARE OTHER PROBLEMS
___________________________
QUEUE NAME: NWOTHR
This queue addresses problems with the following products:
o NetWare LANalyzer for Windows v2.0
o NetWare Services Manager v1.3b
5.5 NETWARE SERVER PROBLEMS
____________________________
QUEUE NAME: NWSRV
This queue addresses problems with the following products:
o NetWare v2.2
o NetWare v3.11
o NetWare Flex/IP v1.2
o NetWare FTAM v1.2
o NetWare NFS v1.2b
o NetWare Runtime
NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 91
o NetWare for Macintosh (NLM) v3.011
o NetWare Name Services (NNS)
NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 92
5.6 NETWARE PROBLEM INFORMATION
________________________________
The following general problem-determination information may be requested when
working with NetWare support.
5.6.1 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/Service
Pak 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 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 93
5.6.2 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
___________________________________________________________
___________________________________________________________
5.6.3 GENERAL NETWORK PROBLEM INFORMATION
NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 94
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 TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 95
5.6.4 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 N
Has "it" ever worked? Y N
Is this a new installation? Y N
NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 96
6.0 COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES
______________________________________________________________
Using the Communications Manager/2 Problem Determination (PD) guide, cus-
tomers can do their own problem determination and in many cases avoid placing
a service call. The PD guide has a collection of different problem scenarios
that step you through to the resolution of a problem or prompt you for the
proper documentation before placing a service call.
For Communications Manager/2 release 1.0, reference the Communications
Manager/2 Problem Determination Guide Form Number SC31-6156 (See Chapter 1
"Problem Determination Procedures").
For Communications Manager/2 release 1.1, the Communications Manager/2
Problem Determination Guide is available as an INF file that can be
optionally installed.
To install the PD Guide:
1. Go to the Desktop.
2. Using the mouse, double-click on the Communications Manager/2 ICON.
3. Using the mouse, double-click on the Communications Manager/2 Setup ICON
and then click on OK in the IBM window.
4. Under the Options pull-down menu, select Install Additional Functions.
5. Using the mouse, click on the PD Guide. After the PD Guide installs, an
ICON is placed on the Desktop.
Once the PD Guide is installed, to begin problem determination, double-click
on the PD Guide ICON and then select Procedures. Select Start Here and
answer the questions that follow.
6.1 HELPFUL HINTS AND TIPS
___________________________
6.1.1 FINDING THE CAUSE OF INSTALLATION PROBLEMS
o Determine if the CM.LOG in OS2 CMLIB exists. If it does, then edit or
type this file to see the error messages produced during installation.
See "Checking the Online Message Reference" below.
o Determine if the CMRINST.LOG in OS2 CMLIB exists. If it does, then edit
or type this file to see the error messages produced during CID proc-
essing.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 97
o Determine if the CM.LOG in CMLIB exists. If it does then edit or type
this file to see the error messages or view this file from the OPTION
pulldown of CMSETUP.
o Check the FFST/2 Message log for errors. If FFST/2 was operational at
the time of the error. See "Checking the FFST/2 Message log" below.
o Consult the Communications Manager/2 Workstation installation publica-
tions.
6.1.2 FINDING THE CAUSE OF CONFIGURATION PROBLEMS
o If errors occurred during the verification of the Communications
Manager/2 configuration you will be prompted to view the VERIFY.LOG
o Use the CMRECORD command to produce an ASCII file showing the Communi-
cations Manager/2 Configuration. You can print this file or display it in
an OS/2 window while you review error messages CMRECORD <configuration
filename>.
o Check the FFST/2 Message log for errors. See "Checking the FFST/2
Message log" below.
o Use the Help available on the Configuration panels. Help is available via
PF1 in a field or put focus on the field and click on the help button.
This will present help for the field. PF2 from a HELP window or HELP in a
window will produce general help for the window.
o Consult the IBM "Communications Manager/2 configuration publications.
o Finding the cause of problems when migrating a configuration from a pre-
vious release to Communications Manager/2. Check the UPGRADE.LOG using
the FFST/2 Message Log Formatter to view this file. See "Checking the
FFST/2 Message log" below.
o Check the FFST/2 Message log for errors. See "Checking the FFST/2
Message log" below.
6.1.3 FINDING THE CAUSE OF CID PROBLEMS
o Check the CMRINST.LOG in OS2 CMLIB or CMLIB. Edit or type this file to
see the error messages produced.
o Check the FFST/2 Message log for errors. See "Checking the FFST/2
Message log" below.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 98
6.1.4 FINDING THE CAUSE OF OTHER COMMUNICATIONS MANAGER/2 PROBLEMS
o Use the CMRECORD command to produce an ASCII file showing the Communi-
cations Manager/2 Configuration. You can print this file or display it
in an OS/2 window while you review error messages. CMRECORD <configura-
tion filename>.
o Check the FFST/2 Message log for errors. See "Checking the FFST/2
Message log" below.
o If you are receiving a OIA MACH___ or COMM error message, press ALT-Q
while in an emulator window or chose Emulator Help from the Emulator
window pull down.
6.1.5 CHECKING THE ONLINE MESSAGE REFERENCE
1. In the Communications Manager/2 ICON VIEW folder, choose the MESSAGE REF-
ERENCE ICON, or from a command prompt type "VIEW CMMSGREF" and press
Enter.
2. SELECT the message prefix for the message you are interested in or chose
SERVICES, SEARCH and type the message number.
3. Press Enter or double click on the messages.
6.1.6 CHECKING THE SYSTEM ERROR LOG
1. In the FFST/2 folder, chose the SYSTEM ERROR LOG ICON or from the command
prompt type "START SYSLOG" and press Enter.
2. On the OS/2 ERROR LOG FORMATTER, the most recent error log record is dis-
played. Choose the error record that matches the PROBLEM ID, PROBE ID,
DATE and TIME.
Follow the instructions for the message that directed you here. All
system error log entries should have a corresponding message entry.
6.1.7 CHECKING THE FFST/2 MESSAGE LOG
1. Locate the FFST/2 folder on the OS/2 desk top.
2. In the FFST/2 folder, chose the MESSAGE LOG FORMATTER ICON. If the
FFST/2 folder is not on the Desktop, you may enter MSGLOGF to invoke the
Message Log Formatter in an OS/2 window.
3. On the OPEN panel, select the message log you are currently using. The
default message log is OS2 SYSTEM OS2MLOG.DAT (on the boot drive). Errors
which occurred during Verify or Upgrade of your configuration may be
viewed by selecting either VERIFY.LOG or UPGRADE.LOG in the CMLIB direc-
tory. Select the desired directory and log, then click on OPEN.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 99
4. On the MESSAGE LOG FORMATTER panel, the current System and Communications
Manager/2 messages are displayed. Review the message details and then
message help for each message. The message at the top is the most recent
message.
Help can be selected as follows:
a. Place the cursor on the line of the message you where help is needed.
b. From options pull down, select DETAIL ENTRY (or double click on the
line).
Note the scroll bars, the next button and the previous button, to
move the displayed information. The message may direct you to other
sources of information, such as the System Error Log, FFST/2 DUMP
formatter, or the Communications Manager/2 Publications, make a note
of the PROBE ID, PROBLEM ID, DATE, and TIME.
6.1.8 CHECKING THE FFST/2 DUMP FORMATTER
1. In the FFST/2 folder, choose the DUMP FORMATTER ICON or from a command
prompt type "START EPWDF" and press Enter.
2. On DUMP FORMATTER/OPEN panel, choose the dump file to open as directed by
the message. EPWALERT.DMP is the most common dump file, containing all
the alerts for Communications Manager/2.
3. Choose the dump record that matches the PROBE ID, the PROBLEM ID, DATE
and TIME. Follow the instructions for the message that directed you
here.
6.1.9 COMMUNICATIONS MANAGER/2 SNA PHONE CONNECT CONFIGURATIONS PROBLEMS
6.1.9.1 General
o Ensure LAPS is at Level 2.20 (WR07020) or higher
o Ensure NO LAN protocols are bound to the SNA PHONE drivers
NOTE: DO NOT select a protocol in LAPS when adding the COM NETWORK
ADAPTERS selection.
o If PROTOCOLS (802.X or NETBIOS) have been bound inadvertently, you MUST:
1. First delete them for the SNAPHONE drivers
2. Invoke CMSETUP
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 100
NOTES:
a. Ensure you update the PROTOCOL DRIVER section of the CMSETUP via
the OPTIONS pull-down and CONFIGURE any Feature or Option
selection.
b. Ensure you choose YES for updating the PROTOCOL.INI.
c. Sometimes the ASYNC PORT speed may need to be lowered to 9600
from the 38k default. You may do this in CMSETUP by changing the
Port Connection Manager selection.
This is NOT related to the transmission speed of the connection
d. Ensure that SDLCDD.SYS is NOT in the CONFIG.SYS. This may happen
when the CMSETUP is done incorrectly. This will cause very
strange and difficult to analyze problems when using SNA PHONE
CONNECT
6.1.9.2 V25 BIS Autodial for WAC and SDLC
CM/2 has implemented V25 BIS support limited to support provided by the
adapters supported by CM/2. This limits the modems that can be used for V25
BIS Autodial to modems that support the standard explicitly using
BIT-oriented protocols. The Synchronous Dial commands will be in 7 bit ASCII
using ODD Parity.
ENSURE THAT YOUR MODEM IS SET FOR ODD PARITY
Some modems support ONLY Character-oriented dialing protocol and are not sup-
ported by CM/2 using V25 BIS autodial support. Please contact the manufac-
turer of your modem for additional information.
To accommodate those modems that only support NRZI, set NRZI in the Port Con-
nection Manager. You may still be able to use NRZI in the end to end con-
nection by setting NRZI in the Connection Manager configuration using CMSETUP
using the steps above.
6.1.9.3 WAC adapter Tips
Ensure you are using IBMWAC.OS2 at 2.00.03 or higher. A later version
2.00.04 is available on the CM/2 BBS (919)543-8200 using SERV OPTION 2 and
specifying WACFIX. This corrects a problem when using Multi-drop lines.
Ensure MAXTRANSMITS is at least 8 and MAXDATA is at least 2 bytes larger than
the MAX I-Field in CM/2 or just set it to the maximum, 4486.
If you are using a WAC adapter and also have a Token Ring adapter, you may
need to change the Shared RAM address in one of these adapters when using ISA
bus machines.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 101
6.1.9.4 MPCA Adapter (Microchannel bus)
Ensure MPA is referenced to use ARBITRATION LEVEL 1. Ensure PORT addresses
x'380' thru x'38F' are not used by any other adapters. Sound cards usually
use PORT addresses in this range. Please remove any Sound cards that may
cause a conflict. If you need to use V25 BIS Autodial support, you will need
the MPCA Adapter at Part No. 6451114 or later.
Ensure SDLCDD.SYS is NOT in the CONFIG.SYS. This may happen when the CMSETUP
is done incorrectly. If using SNA PHONE CONNECT this will cause very strange
and difficult to analyze problems.
6.1.9.5 MPCA Adapter (ISA bus)
Ensure DMA Channel 1, IRQ3, and IRQ4 are not used by any other adapters.
Ensure PORT addresses x'380' thru x'38F' are not used by any other adapters.
Sound cards usually use addresses in this range. Remove any sound cards
prior to using the MPCA adapter. The MPCA for ISA bus supports V25 BIS
autodial, the older SDLC adapter does not have this support.
Ensure SDLCDD.SYS is NOT in the CONFIG.SYS. This may happen when the CMSETUP
is done incorrectly. If using SNA PHONE CONNECT this will cause very strange
and difficult to analyze problems.
6.2 COMMUNICATIONS MANAGER/2 PROBLEM INFORMATION - GENERAL
___________________________________________________________
When placing a call for IBM Service, you will be asked questions by the Soft-
ware Solution Services representative so please have the following informa-
tion available.
1. From an OS/2 prompt, issue the command SYSLEVEL and record the following
information:
a. The Release and Version of Communications Manager/2 and its COMPID.
b. The current Corrective Service Diskette (CSD) level for Communi-
cations Manager/2.
c. The Release of OS/2 installed.
2. PC Type and Model.
3. The size of storage RAM and Hard Drive.
4. HOST or LAN connectivity (For example, SDLC, Token Ring, Ethernet, ISDN,
SRPI, X.25)
5. Error Messages (Check your FFST/2 message log if error message is not
displayed).
6. Your Fax number.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 102
6.3 COMMUNICATIONS MANAGER/2 REQUIRED PROBLEM INFORMATION AND TEAM
___________________________________________________________________
DESCRIPTION
___________
Once the Software Solution Services representative completes the information
gathering session with you, your call is transferred LIVE to the Communi-
cations Manager/2 Live Call Transfer (SCREEN) team. The Software Solutions
Service representative also creates a Problem Management Record (PMR) which
contains the information just requested and transfers the PMR to the SCREEN
team's queue (CMMISC).
In the event the SCREEN team is unable to resolve your problem, the PMR
opened by the Software Solution Services representative is placed in one of
the following queues in Call Back mode.
The CALL BACK team for Communications Manager/2 products is divided into 3
work groups (queues). They are:
1. Communications Manager/2 APPC (APPC/APPN)
2. Communications Manager/2 5250 (3270 & 5250 Emulators)
3. Communications Manager/2 MISC (Miscellaneous)
The following topics discuss the responsibilities for each of these queues
with a description for each component.
Having your problem information available prior to placing a call for assist-
ance and determining which queue is appropriate for your problem or question,
will help the Software Solution Services representative direct your call more
efficiently.
6.4 OS/2 COMMUNICATIONS MANAGER/2 APPC PROBLEMS
________________________________________________
QUEUE NAME: CBAPPC
The APPC team is responsible for the following:
o APPC Protocols
- Assistance with problems during implementation of Advanced Program-
to-Program Communications (APPC). Note that APPC uses the LU 6.2
interface architecture (a particular type of SNA LU).
o APPN Protocols
- Assistance with problems during implementation of Advanced Peer-to-
Peer Networking communication protocols (APPN). APPN is used in con-
junction with APPC LU 6.2 to decentralize network control while
centralizing network management. This allows for arbitrary topologies
and connection flexibility.
o SNA Gateway Feature
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 103
- Assistance with problems when adding the Communications Manager/2 SNA
Gateway feature. The SNA Gateway feature allows an OS/2 workstation
to act as a communications controller, or gateway, between multiple
workstations and one or more SNA Host.
o LUA
- Assistance with problems during implementation of the IBM Conven-
tional LU Application (LUA) Access Method. LUA consist of system
software and interfaces that supply input/output service routines to
support communications using the SNA LU 0, LU 1, LU 2, and LU 3 pro-
tocols.
o CPIC
- Assistance with problems during implementation of the Systems Appli-
cation Architecture (SAA) Common Programming Interface for Communi-
cations (CPI Communications). CPI-C provides an alternative method of
program-to-program communications using the SNA LU 6.2 facilities.
o Network Management Services
- Assistance with implementing Management Services (MS). Management
Services are functions distributed among network components to help
operate, manage and control a network.
o Sub-System Management
- Assistance with using or resolving problems encountered when uti-
lizing Communications Manager/2 Sub-System Management facility. Sub-
System Management provides an interface to help manage sessions,
links, and the APPC Attach Manager.
o SNA Connections
- Assistance with resolving problems encountered where Transaction,
Emulation, and LU 6.2 programs are not connecting after the Data Link
Control layer has been established. (Problems with Data Link Control
(DLC) are handled by the CMMISC and CBMISC Support queues.
6.5 COMMUNICATIONS MANAGER/2 EMULATOR PROBLEMS
_______________________________________________
QUEUE NAME: CB5250
The Emulator team is responsible for the following:
o 3270/5250 Emulators
- Problems dealing with workstations emulating the functions of a
3270-type terminal or a 5250-type terminal connected to a host com-
puter, 3270 file transfer, and Host Graphics/GDDM.
o 3270/5250 Host Print
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 104
- Problems related to directing printouts from both System/370 and
AS/400 hosts to personal computer workstation printers emulating the
host printers.
o Keyboard Remap
- Problems dealing with workstation keyboards emulating the functions
of the keys on an IBM 3270 Display Station or IBM 5250 display ter-
minal.
o EHLLAPI
- Problems relating to the Emulator High-Level Language Application
Programming Interface allowing programs on an IBM workstation to
access a host presentation space.
o SRPI
- Problems dealing with the ability of a personal computer workstation
using the Server-Requester Programming Interface to request a task
from the System/370 host server that uses the IBM Enhanced
Connectivity Facilities (ECF) to interconnect IBM personal computers
and IBM System/370 host computers.
6.6 COMMUNICATIONS MANAGER/2 MISCELLANEOUS PROBLEMS
____________________________________________________
QUEUE NAME: CBMISC
The Miscellaneous team is responsible for the following:
o CMSETUP/CMUPGRAD
- Any problems associated with the installation or setup of Communi-
cations Manager/2.
- Problems associated with the migration of a prior release of Communi-
cations Manager/2 to a more current version.
o Installation/Configuration
- Assistance will be provided for installing or configuring the Commu-
nications Manager/2 DLC's such as SDLC, Token Ring, and X.25.
o Configuration Installation Distribution (CID)
- Problems with the creation of CID response files, CID installations
as they pertain to Communications Manager/2 and the various parame-
ters required to accomplish a successful CID install.
o ASYNC Emulator
- Problems installing, configuring, and connectivity. This does not
include modem setup.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 105
o ALL DLC's
- Configuration and installation problems associated with any of the
Communications Manager/2 Data Link Controls.
- Provide parameter matching assistance between the workstation and
host.
- Provide PD/PSI assistance once the configuration has successfully
installed. This does not include any problems associated with hard-
ware (modems, cables, routers, bridges etc.).
o FFST/2
- Problems with the System Error Log, Message Log, Message Console and
the Dump formatter.
- Alerts being generated that are not being sent to an external product
such as Netview.
o Novell Coexistence
- Problems with the coexistence of Communications Manager/2 and Novell
as they pertain to the setup and installation of Communications
Manager.
- We will not provide assistance for installing the Novell products.
- Verify that the appropriate changes have been made to the config.sys
file and ensure that the order of installation has been followed.
o Remote Operations (ROPS)
- Remote management tool used for solving installation and configura-
tion problems.
COMMUNICATIONS MANAGER/2 PROBLEM DETERMINATION PROCEDURES 106
APPENDIX A. TECHNICAL EDUCATION
________________________________
There are technical classes available for customers who want in-depth know-
ledge about Personal Systems Products. These classes provide detailed tech-
nical 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 reason-
able and actual living expenses for the instructors. Alternatively, 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 Pro-
ducts 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.
A.1 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.
CONTENT: 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 seri-
ously 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 com-
Appendix A. TECHNICAL EDUCATION 107
pleting this workshop should be able to find the full
pathname of the application programs involved with fail-
ures. 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 applica-
tion functions.
DURATION: 4.5 Days
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
Appendix A. TECHNICAL EDUCATION 108
A.2 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 communi-
cations via both Netbios and LU6.2.
DURATION: 2 Days
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
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
Appendix A. TECHNICAL EDUCATION 109
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
Appendix A. TECHNICAL EDUCATION 110
A.3 OS/2 DATABASE MANAGER
__________________________
The following class is available for OS/2 Database Manager:
TITLE: Database Manager for OS/2 Problem-Determination Edu-
cation
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 envi-
ronment, 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 expe-
rience
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 tech-
niques can be added to the course.
DURATION: 2 Days
CONTACT: Customers who are interested in the above education
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 sit e
education can be negotiated.
Appendix A. TECHNICAL EDUCATION 111
Appendix A. TECHNICAL EDUCATION 112
APPENDIX B. TRADEMARKS AND REGISTERED TRADEMARKS
_________________________________________________
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, and Hewlett-Packard Co.
PaintJet
IEEE The Institute of Electrical and Elec-
tronics
Engineers
Intel and Indeo Intel Corp.
Internet Internet, Inc.
IOMEGA IOMEGA, Inc.
Appendix B. TRADEMARKS AND REGISTERED TRADEMARKS 113
TRADEMARK OWNER
ISO International Organization for Stand-
ardization.
LAN Workplace Novell Inc.
LaserJet Hewlett-Packard Company
Lotus, Lotus Notes, and 1-2-3 Lotus Development Corp.
Macintosh Apple Computer Corp.
Micronics Micronics Electronics, Inc.
Micropolis Micropolis Corporation
Microsoft and Microsoft C Microsoft Corp.
NEC NEC Corp.
NetWare, NetWare Server, and Novell Novell, Inc.
Orchid Orchid Technology, Inc.
PCMCIA Personal Computer Memory Card Inter-
national
Association
PenDOS Communication Intelligence Corp.
Pentium Intel Corp.
Phoenix Phoenix Technologies, Ltd.
PostScript and 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 Miscrosystems, Inc.
Western Digital Western Digital Corporation
Windows, Win32, and Windows NT Microsoft Corp.
Appendix B. TRADEMARKS AND REGISTERED TRADEMARKS 114
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