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1997-06-01
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<<<<<<<<<< DEFECT REPORT FORM >>>>>>>>>>
<<<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
<< THIS FORM IS PROVIDED TO REPORT SUSPECTED DEFECTS IN ANY OF >>
<< THE PERSONAL SYSTEMS SUPPORT FAMILY PRODUCTS >>
<< (THE U.S. ENGLISH VERSION ONLY) >>
<<<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
CONTACT PERSON: _______________________________________
REGISTRATION NUMBER: ______________________
PHONE NUMBER: (___) ___-____ x____ Phone number where you can be
FAX NUMBER: (___) ___-____ x____ contacted between 8-5, M-F.
Note: IBM will respond in the same manner the report form was
submitted (fax, mail, or electronically). IBM may contact
you by telephone only if it appears that doing so will
expedite resolution of the problem.
The reply will include a Problem Management Record (PMR)
number which is used by IBM to track each unique problem report.
Customers may use this form to report a suspected DEFECT to IBM support.
You will receive one of the following responses:
Defect: A defect in IBM code or documentation has been
noted and corrected. Information on obtaining a
fix will be provided if one is available.
Non-defect: The reported condition has been determined not to
be the result of a defect in the code or
documentation. Information on obtaining support
for the problem will be provided.
Unknown: The reported condition has not been noted as a
defect at this time but may be at a future time.
Information on obtaining support for the problem
will be provided.
************************************************************
************************************************************
Please provide as much information as possible about your problem.
Feel free to add additional space, or remove sections of the form that
are not relevant to your problem.
ONE-LINE DESCRIPTION OF THE PROBLEM:
______________________________________________________________________
DETAILED PROBLEM DESCRIPTION - If possible, provide a step-by-step
re-creation scenario. Also, please include any fixes or work-arounds
you may have already tried:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Enter any error messages that occur: _________________________________
______________________________________________________________________
Select the appropriate answers by placing an "X" in the space
indicated.
Can you re-create the problem? Y _ N _
Has the problem occurred on more than one system? Y _ N _
PRODUCT:
NAME.........: _______________________
REVISION.....: _______________________
DOS OPERATING SYSTEM SOFTWARE CONFIGURATION:
DOS VERSION.........: _______
OS/2 OPERATING SYSTEM SOFTWARE CONFIGURATION:
OS/2 Version........: _______
CSD Level...........: _______
Revision Level......: _______
NOTE - Use the SYSLEVEL command from the OS/2 window to determine
the CSD level.
Use the VER /REV command from the DOS window to determine
the revision level.
HARDWARE CONFIGURATION (provide as much as possible):
Brand/model of PC.: _______________________________________________
Microprocessor
Brand.............: Intel _ Other (specify) ______________________
Type..............: 286 _ 386sx _ 386dx _ 486sx _ 486dx _ Pentium _
Speed.............: __ MHz
Total RAM ..........: __ MB
OS/2 is set up as...: Boot Manager _ Dual Boot _ Stand-Alone _
Disk drive (repeat this section for every physical disk drive):
Brand.............: ________________________
Model #...........: _____________
Type (interface)..: IDE _ ESDI _ SCSI _ MFM _ RLL _ Unknown _
Total size........: _____________
Partitions........: _______________________________________________
_______________________________________________
(please include drive letter, size, and format)
Manufacturer and model # of:
Disk controller...: ______________________
System BIOS.......: ______________________
Video adapter.....: ______________________
Display...........: ______________________
Video RAM...........: _____KB
Video Type..........: EGA _ VGA _ SVGA _ XGA _ 8514 _
Drive A: media size.: 3 1/2" _ 5 1/4" _
Drive B: media size.: 3 1/2" _ 5 1/4" _
CD-ROM:.............: ________________________________________________
Other adapters......: ________________________________________________
________________________________________________
Is your PC connected to a network? Y _ N _
If yes, please fill out the relevant network software questions listed
below the trap information, even if you feel that your network is not
at fault.
If an OS/2 TRAP occurs and results in the 32-bit trap display similar
to the following, enter any of the register values that you recorded:
TRAP ____ ERRCD= ____ ERACC= ____ ERLIM= ________
EAX= ________ EBX= ________ ECX= ________ EDX= ________
ESI= ________ EDI= ________ EBP= ________ FLG= ________
CS:EIP= ____ : ________ CSACC= ____ CSLIM= ________
SS:ESP= ____ : ________ SSACC= ____ SSLIM= ________
DS= ____ DSACC= ____ DSLIM= ________ CR0= ________
ES= ____ ESACC= ____ ESLIM= ________ CR2= ________
FS= ____ FSACC= ____ FSLIM= ________
GS= ____ GSACC= ____ GSLIM= ________
THE SYSTEM DETECTED AN INTERNAL PROCESSING
ERROR AT LOCATION ## ____ : ________ - ____ : ________
_____ , ____
________
INTERNAL REVISION _ . ___ DATE: __/__/__
PRINTER - If this is a printer problem, please provide the following:
Printer Vendor: __________________ Model ....: ________________
Driver Name ..: __________________ Port Used : ________________
Printer is attached to: Local _ LAN Server _ Host _
COMMUNICATIONS MANAGER - If this is a problem with Communications
Manager, please provide answers in this section:
OS/2 Extended Services ............: _ CSD Level: _______
Describe your Communications Manager configuration (DFT, T-R, etc):
________________________________________________________ ________
________________________________________________________ ________
LOCAL AREA NETWORK - If this is a LAN problem, please enter information
about the LAN involved:
LAN SERVER: OS/2 LAN Server 4.0.........: _ CSD Level: ________
Warp Server 5.0.............: _ CSD Level: ________
LAN REQUESTER:
Warp Connect Requester......: _ CSD Level: ________
LAN Requester 4.0...........: _ CSD Level: ________
Warp Server Requester.......: _ CSD Level: ________
Warp 4.0 Requester..........: _ CSD Level: ________
DOS LAN REQUESTER:
Warp Server DLS.............: _ CSD Level: ________
DOS LAN Requester 4.0.......: _ CSD Level: ________
DOS Version: ____ DOS Vendor: _________________
OTHER REQUESTER: ___________________________: _ CSD Level: ________
Is the failing system a Domain Controller? Y _ N _
Is the failing system an additional server? Y _ N _
DB2/2 - If this is a Database 2 for OS/2 problem, please enter
information about the DB2/2 problem below:
Type Version CSD/PTF Level
(e.g. SQL/DS,
CAE/WIN, etc.)
DRDA Server ____________ ___________ ______________
DRDA Requester ____________ ___________ ______________
Server ____________ ___________ ______________
Client ____________ ___________ ______________
Communication protocol _________________
Where is the problem/symptom being observed?
DRDA Server Y _ N _
DRDA Requester Y _ N _
Server Y _ N _
Client Y _ N _
What is the problem/symptom experienced?
Return Code ___________ from: DB2 _ OS/2 _ install program _
communication software _
customer application _
vendor application _ (please specify________)
OS/2 trap/IPE Y _ N _
DOS/Windows GPF Y _ N _
OS/2 system hang Y _ N _
Database hang Y _ N _
Incorrect output Y _ N _
Poor performance Y _ N _
OTHER IBM PRODUCT - If you are experiencing a possible defect with a
product that is not listed in this Defect Report form, please provide
the following information:
Product Name....:_______________
Product Version.:_______________
CSD Level.......:_______________
************************************************************************
PLEASE REVIEW ALL OF THIS PROBLEM REPORT FOR ACCURACY BEFORE SUBMITTING.
************************************************************************
<<<<<<<<<<<<<< SUBMITTING THIS FORM >>>>>>>>>>>>>>>>>>>>
For OS/2, PC DOS and all other Personal Systems products:
CompuServe:
CISMAIL to 76711,611
Internet:
E-mail to 76711.611@compuserve.com
FAX:
to 800-426-8602
Mail:
IBM Corporation
Personal Systems Support Family
Internal ZIP 2901
11400 Burnet Road
Austin, TX 78758
SUBMITTING DEFECT REPORTS VIA SERVICELINK
__________________________________________
1. Signon to IBMLink.
2. On the IBMLink Main Menu screen, select the option for SERVICELink.
3. On the ServiceLink Main Menu screen, select the option: ETR.
4. On the Electronic Technical Response (ETR) screen, select the option:
REPORT Report a defect (problem) to IBM
5. Then select the option: PC/DOS PC/DOS, OS/2 OPERATING SYSTEMS.
6. The next screen explains that this path is to be used to report
suspected defects. To continue, enter "/" next to SELECT this entry
to CONTINUE.
7. On the Demographics for Software Problem screen, complete the rest
of this screen as you normally do when submitting an ETR.
Note: The component ID listed on this screen (666666666) is a
routing component ID we have used. Enter the product
component ID for which you are requesting support on the NEXT
screen.
8. On the Product_Specific Data screen, please specify the product
information we need to route your ETR to the appropriate support
group.
SUBMITTING DEFECT REPORTS VIA TALKLINK
______________________________________
The following describes the steps to submit a defect report using TalkLink:
1. Sign on.
2. To obtain defect support via the free path in TalkLink, select option #2
(IBMSupt - IBM Personal Systems Defect Submissions) on the OS/2 BBS Main
Conferencing Selection Menu.
3. Follow the prompts to submit your defect report.
*****************************************************************
IBM employees should refer to the OS2DFECT tool on the IBMPC disk for
instructions on how to report a defect for Personal Systems Support
Family products.