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OS/2 Help File
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1994-02-10
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ΓòÉΓòÉΓòÉ 1. Preface ΓòÉΓòÉΓòÉ
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
particular 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.
ΓòÉΓòÉΓòÉ 2. INTRODUCTION ΓòÉΓòÉΓòÉ
The purpose of this guide is to help customers understand the service and
support options available for the Personal Systems Software Products, and to
assist customers in understanding the IBM support structure. It is intended for
customers in the United States and Canada; the support structure in other
countries may be different.
This document is organized in sections for faster information access. These
sections include instructions for reporting a problem to the IBM Support
Center, problem determination information that may be required when placing a
call for support, product queue descriptions, severity level descriptions, and
general definitions.
This document is intended for customers who will call Software Solution
Services (the IBM Support Center for the Personal Systems Software Products) to
obtain technical assistance for supported Personal Systems Software Products.
Software Solution Services provides support to a full spectrum of customers,
including:
o Users and developers of personal productivity, general business applications,
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
ΓòÉΓòÉΓòÉ 3. USING THE IBM SUPPORT CENTER ΓòÉΓòÉΓòÉ
Software Solution Services (the IBM Support Center for the Personal Systems
Support Family) provides technical assistance for supported Personal Systems
software products.
ΓòÉΓòÉΓòÉ 3.1. Entitlement ΓòÉΓòÉΓòÉ
Each product in the Personal Systems product family provides an entitled
service period at no additional charge. This period is generally 60 or 90 days
(refer to the Statement of Service provided with each product).
ΓòÉΓòÉΓòÉ 3.2. Before You Call Support ΓòÉΓòÉΓòÉ
To provide prompt and accurate assistance, the Support Center depends on you to
identify the source of your problem and to make an effort to resolve it using
the available resources. Your first step should be to consult the appropriate
product documentation. For example, the OS/2 manual "Using the Operating
System" contains a chapter entitled "Solving Problems." This chapter provides
information you can use to try and solve many problems yourself. You should
also research your question or problem using the support tools available:
o IBM FAX Information Service
IBM FAX provides up-to-date product, software, and education information 7
days a week, 24 hours a day. There is no charge associated with this
service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX
(1-800-426-4329).
o TalkLink (OS2BBS, DOS Bulletin Boards, Network Systems Bulletin Boards, or
Local Area Network Bulletin Boards)
o Any CD-ROM packages containing technical information
o Quick-Help System for IBM Software Service & Support
The Quick-Help System is available 24 hours a day, and provides customers
free access to answers to the most frequently asked technical support
questions, both usage and defect-related. It also provides product
information, access to a sales person to order products, and access to an
extensive FAX library of hints and tips.
To access the intelligent voice response system, call the IBM Personal
Software Solution Center at 1-800-992-4777 and follow the prompts. To access
the technical tips, press 1 for technical support on a software problem, and
then press 1 for quick help tips and answers.
If you cannot resolve your question or problem using these resources, collect
the information specified in subsequent chapters of this manual prior to
placing a call for support.
ΓòÉΓòÉΓòÉ 3.3. Placing Your Call ΓòÉΓòÉΓòÉ
After you have completed the process described in "Before You Call Support" and
have been unable to resolve your question or problem, call IBM Software
Solution Services at 1-800-992-4777. The Software Solution Services
representative will ask for your warranty registration number to verify your
entitlement. A problem management record (PMR) will be created in the Support
Center's Retain database to track your incident, and it will be updated with
your incident description. You will be given the assigned problem number (PMR
number); please make note of this number and use it for any future calls for
assistance with the same incident. A description and history of your incident
will be maintained in this problem record, so you will not have to repeat
information if resolution of your incident requires more than one telephone
conversation. Your PMR will be assigned a severity code, based on the following
definitions:
o Severity 1 - You are not able to use a program. This is a critical condition
that requires an immediate solution.
o Severity 2 - You are able to use the program but are severely restricted.
o Severity 3 - You are able to use the program with limited functions that are
not critical to the overall operation.
o Severity 4 - You have found a way to circumvent the problem.
ΓòÉΓòÉΓòÉ 3.4. How Support Handles Your Call ΓòÉΓòÉΓòÉ
The Software Solution Services representative will assist you, if necessary, in
determining the failing product. The representative might search the database
of known problems for the resolution for your incident. Or, if you are calling
during regular business hours, you might be passed directly to the next level
of support, the Product Specialist. (Some products have "limited support" and
you will receive a callback within four business hours.) There are separate
support locations for each product set. For the majority of products, you will
be transferred directly to the next available Product Specialist for the
specific product.
The Product Specialist will assist with incident resolution by:
o Answering questions pertaining to the use and operation of current releases
of eligible programs
o Searching the known-problem database for defect correction information, if
required
o Assisting with identification of the source of a problem
Nearly 70% of the calls received by the Support Center are resolved during the
initial call. However, if more extensive analysis is required to isolate and
resolve the problem, the Product Specialist will forward your problem
management record to a Product Expert. The Product Expert will call you back
and will continue with incident resolution by:
o Providing incident ownership to closure
o Providing problem analysis
The Support Center's goal is to place this callback before the end of the next
business day.
ΓòÉΓòÉΓòÉ 3.5. Defect Resolution ΓòÉΓòÉΓòÉ
If the Product Expert determines that the problem you have encountered is a
defect in IBM-supported code, and has not been previously reported, we will
collect as much diagnostic information as possible from you and try to
re-create the problem. If we can re-create the problem or feel certain we have
enough information to perform the necessary debugging, an APAR (Authorized
Program Analysis Report) is created in the Retain database and the appropriate
development team is notified. (Please make note of the APAR number for future
reference.) When appropriate, the Product Expert will attempt to develop a
work-around to be used until a fix for the APAR is developed and available.
ΓòÉΓòÉΓòÉ 3.6. Closing a PMR ΓòÉΓòÉΓòÉ
Problem Management Records are closed when they are inactive and no further
action is required. This generally means that a mutually acceptable solution
has been provided, or that a solution has been provided and the PMR has been
inactive for 28 days or more. All PMRs are purged out of the Retain database
28 days after they have been closed. As soon as they have been purged, no
information regarding the PMR is available.
ΓòÉΓòÉΓòÉ 3.7. Escalation Procedures ΓòÉΓòÉΓòÉ
If at any time you are not satisfied, you may ask to speak to a "duty manager."
The duty manager will determine what resources are required and ensure your
incident receives prompt attention.
If you are still not satisfied with the response you are receiving, call
1-800-992-4777 and ask for the Solution Management Center.
ΓòÉΓòÉΓòÉ 3.8. Additional Assistance ΓòÉΓòÉΓòÉ
IBM provides several alternative sources for obtaining assistance beyond the
scope of the telephone support. These include:
o Quick-Help System for IBM Software Service & Support
The Quick-Help System is available 24 hours a day, and provides customers
free access to answers to the most frequently asked technical support
questions, both usage and defect-related. It also provides product
information, access to a salesperson to order products, and access to an
extensive FAX library of hints and tips.
To access the intelligent voice response system, call the IBM Personal
Software Solution Center at 1-800-992-4777 and follow the prompts. To access
the technical tips, press 1 for technical support on a software problem, and
then press 1 for quick help tips and answers.
o IBM FAX Information Service
IBM FAX provides up-to-date product, software, and education information 7
days a week, 24 hours a day. There is no charge associated with this
service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX
(1-800-426-4329).
o TalkLink
TalkLink is an IBM service available via IBMLink. Customers can converse
electronically with each other and the worldwide internal IBM community on a
wide variety of topics related to the acquisition, installation, support, and
use of products and services marketed by IBM or a related business affiliate.
TalkLink provides access to the OS/2, DOS, Network Systems and Local Area
Network Bulletin Boards, providing customers the capability to review
information electronically, submit questions or requests and receive answers
or information.
To obtain more information, see TALKLINK To obtain an information package and
registration information for TalkLink call 1-800-547-1283.
o Technical Connection Personal Software CD-ROM
Customers can purchase each individual monthly Technical Connection CD-ROM
that provides databases containing:
- APAR information
- ServicePaks (when available)
- Tips and techniques regarding installation, operation, and performance
tuning
- Answers to commonly asked questions pertaining to Personal Systems
products For more information about the Technical Connection CD-ROM, or to
place an order for one, contact Software Solution Services at 1-800-992-4777.
o ServicePak
A ServicePak provides a collection of many fixes and is distributed and
installed as a package. ServicePaks and interim or pervasive fixes are
released to all distribution channels. Not all products produce a ServicePak
as part of their service process.
o Technical Education
Technical classes are available for customers who want in-depth knowledge
about the Personal Systems Products. For information on courses and costs,
contact IBM Skill Dynamics at 1-800-IBM-TEACh or in Canada at 1-800-465-1234.
In addition to the classes offered by Skill Dynamics, there are several
in-depth technical classes available from the support locations. Appendix C
contains a description of these classes. Contact the Solution Management
Center at 1-800-992-4777 for more information.
o IBM Personal Systems HelpCenter
Support for IBM PC Company hardware products is provided through the IBM
Personal Systems HelpCenter. The HelpCenter can answer questions on usage,
installation, configuration and perform problem determination. If it is
determined that the customer 's machine needs to be repaired, the HelpCenter
will help the customer get it serviced. Additionally, the HelpCenter can help
customers locate IBM authorized dealers and their area.
The phone number for the IBM Personal Systems HelpCenter is 1-800-PS2-2227
(1-800-772-2227).
ΓòÉΓòÉΓòÉ 3.9. Any Questions? ΓòÉΓòÉΓòÉ
If you have any questions about how to use the Support Center, call
1-800-992-4777 and ask for the Solution Management Center.
ΓòÉΓòÉΓòÉ 4. TALKLINK ΓòÉΓòÉΓòÉ
TalkLink is an IBM service available via IBMLink. Customers can converse
electronically with each other and the worldwide internal IBM community on a
wide variety of topics related to the acquisition, installation, support, and
use of products and services marketed by IBM or a related business affiliate.
(Refer to the IBM TalkLink contract for TalkLink terms and conditions.)
TalkLink provides the following capabilities for customers to review
information electronically, submit questions or requests, and receive answers
or information:
o Conferences and forums
- Provides question and answer bulletin boards containing various
product-related topics. Items posted on these bulletin boards are shared
between BBS users and IBM personnel worldwide.
o Customer-to-customer messaging
- Gives customers the ability to send private messages to each other.
o Software library
- Downloads application programs and uploads contributions.
o News and announcements
- Contains recent information regarding products and services.
o Search Service
- Searches IBM databases via interactive mode. This search facility
includes a large question and answer database of items, IBM System Center
Flashes, and IBM problem management libraries. This database contains
information about problems and fixes. (This search facility is limited in
function if TalkLink is not accessed through IBMLink.)
o Support
- Customers can initiate, review, or respond to dialog in the conferencing
areas. The conference or forum owner will monitor these entries for
appropriate responses. Users can also place orders for product-related
materials.
- Customers may also request that IBM activate their TalkLink ID for
submitting requests for IBM Service and Support.
- Customers can submit a DEFECT report electronically. IBM will acknowledge
submission of the incident. If it is determined that the program contains
a defect and if a fix is made available, it will be provided as an interim
or pervasive fix or in a future ServicePak. Customers should monitor
TalkLink to determine availability of the fix.
ΓòÉΓòÉΓòÉ 4.1. Initiating and Installing TalkLink ΓòÉΓòÉΓòÉ
To obtain an information package and registration information for TalkLink call
1-800-547-1283.
Included with the TalkLink documentation is a User Guide that guides you
through the installation and setup of TalkLink. Refer to that documentation
for information on initiating the service.
ΓòÉΓòÉΓòÉ 4.2. Using TalkLink ΓòÉΓòÉΓòÉ
To learn how to use TalkLink, refer to the demo diskette in the TalkLink
installation material folder. The diskette contains information that explains
how to use PMHPO and FORBROWSE.
ΓòÉΓòÉΓòÉ 4.3. Solving Problems ΓòÉΓòÉΓòÉ
If you encounter any problems with TalkLink, such as when linking to the
network (IIN) or using FORBROWSE, call 1-800-727-2222 for assistance.
ΓòÉΓòÉΓòÉ 5. ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET ΓòÉΓòÉΓòÉ
Electronic support for OS/2 is available on CompuServe Information Service. The
primary purpose of electronic support is to provide a platform where users of
IBM OS/2 can conveniently and freely exchange ideas and information among
themselves and a cross section of the IBM population. Through forums, divided
into areas of interest, you will be able to discuss OS/2 with many IBM
personnel skilled in these interest areas.
CompuServe provides members the ability to:
o read and leave messages for each other
o obtain text files containing tips and techniques
o retrieve program updates and files
o search a large data base for information on OS/2
o read IBM's news articles and announcements
o communicate directly with OS/2 Technical Support
ΓòÉΓòÉΓòÉ 5.1. Accessing the OS/2 CompuServe Forums ΓòÉΓòÉΓòÉ
You can access the OS/2 Forums by entering GO IBMOS2 at any ! prompt.
ΓòÉΓòÉΓòÉ 5.2. Reporting a Suspected Code Defect ΓòÉΓòÉΓòÉ
IBM provides DEFECT support via CompuServe for these products:
o IBM OS/2 Base Operating System
o IBM OS/2 Extended Services
o IBM OS/2 LAN Server
If you have how-to or other questions about OS/2, please refer to these
sources:
o The OS/2 publications
o The OS/2 on-line help and README
o Submit an item to the appropriate section within the one of the IBMOS2
forums. There are many OS/2 users and IBM employees who volunteer their time
to assist fellow OS/2 users.
If after having discussed an OS/2 operation or procedure on the forum and
researched it in the manuals you feel that it is the result of a defect with
one of the IBM OS/2 products listed above, follow this procedure to use
CompuServe to report the suspected defect:
o Download PROBLM.TXT from the IBM Files Library (Library 17) in the OS2SUPPORT
CompuServe forum.
o Fill out the PROBLM.TXT as completely as possible using any editor.
o Using CompuServe mail, send the completed PROBLM.TXT form to the
corresponding IBM OS/2 defect reporting ID. OS/2 Base Operating System
defect reports should be mailed to 76711,610. Extended Services or LAN
Server defect reports should be mailed to 76711,611.
IBM will reply as soon as possible, within 48 hours of the time we receive your
PROBLM.TXT defect report.
Note: The 48 hours excludes weekends and holidays. As an example, if you mail
a PROBLM.TXT report on Friday at 6 PM, we will not receive that report
until Monday morning.
IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we
receive. Our reply to you will include a Problem Management Record (PMR)
number. This number is used by IBM to track each unique problem reported by
each customer. The IBM reply will also include any other information necessary
for the situation.
If your problem description matches a previously reported defect that has been
addressed (closed) by IBM, we will provide the explanation, work-around, or
directions to obtain a fix. Most fixes are available for download on
CompuServe.
If your problem description matches a previously reported defect that has not
yet been addressed by IBM, we will inform you that you have added to the
Interested Parties list for the IBM APAR. IBM will contact you once the APAR
has been addressed. (An APAR is an Authorized Program Analysis Report. An APAR
is opened on each unique problem that is to be addressed by development.)
If your problem description does not match a previously reported defect, the
IBM reply will indicate that your PMR has been forwarded to the analysts that
specialize in problems of the type you reported. IBM will contact you when
your problem is addressed. IBM may also contact you with requests for
additional information needed to address your defect report.
Note: We will use CompuServe mail for communication with you regarding your
PROBLM.TXT defect report. However, if we feel that voice contact is
necessary to expedite the process, we may contact you via telephone.
ΓòÉΓòÉΓòÉ 5.2.1. Status Inquiries ΓòÉΓòÉΓòÉ
IBM is dedicated to resolving each PMR in a time frame acceptable to our
customers. However, IBM does not guarantee a time frame in which a PMR will be
addressed. If you have an inquiry regarding the status of your PMR while IBM
is working on it, please feel free to reply back to us via CompuServe mail.
(OS/2 Base Operating System status inquiries should be mailed to 76711,610.
Extended Services or LAN Server status inquiries should be mailed to
76711,611.) We will check the status of your PMR and reply to you within 48
hours.
ΓòÉΓòÉΓòÉ 6. ELECTRONIC PROBLEM REPORTING VIA PRODIGY ΓòÉΓòÉΓòÉ
Electronic support for OS/2 is also available on Prodigy.
Customers can submit the OS/2 Problem Report Form for DEFECTS on-line by going
into the OS/2 Exchange and selecting "Submit OS/2 Problem Report."
IBM's handling of this problem report is identical to what is described in the
Compuserve chapter - see ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR
INTERNET
ΓòÉΓòÉΓòÉ 7. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION ΓòÉΓòÉΓòÉ
Support for the OS/2 and PC DOS operating systems is divided into 15 teams
(queues). They are:
1. DISK - Hard disk or file-system-related problems (page DISK - Hard Disk or
File-System-Related Problems
2. DOSAP - DOS applications - DOS Session problems (page DOSAP - DOS
Applications - DOS Session Problems
3. HNGTR - Hangs or traps that cause the system to halt or fail (page HNGTR -
Hangs or Traps that Cause the System to Halt or Fail
4. INSTL - Problems experienced during installation (page INSTL - Problems
Experienced during Installation
5. MKBCM - I/O problems - excluding disk, print, or video (page MKBCM - I/O
Problems (Excluding Disk, Print or Video)
6. MMPM - Multimedia Extensions shipped with OS/2 (page MMDOS, MMPM, MMVID
and MMWIN - Multimedia Teams
7. MMDOS - DOS Multimedia Programs running on OS/2 (page MMDOS, MMPM, MMVID
and MMWIN - Multimedia Teams
8. MMWIN - Windows Multimedia Programs running on OS/2 (page MMDOS, MMPM,
MMVID and MMWIN - Multimedia Teams
9. MMVID - Ultimotion Video In problems (page MMDOS, MMPM, MMVID and MMWIN -
Multimedia Teams
10. OTHER (page OTHER - Other Problems
11. PRINT - Print output (page PRINT - Print Output Problems
12. VIDEO - Graphical output (page VIDEO - Graphical Output Problems
13. WINAP - Problems with Windows applications and WIN-OS/2 Subsystem (page
WINAP - Windows Applications and WIN-OS/2 Subsystem Problems
14. WPSHL - PM and Workplace Shell (WP) related problems (page WPSHL - PM and
Workplace Shell (WP) Related Problems
15. PCDOS - PC DOS (page PCDOS - PC DOS Problems
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 determining where
to route a call.
Each of these teams requires detailed information for initial problem
determination. Included with each team description is the specific information
required by that team. Obtaining as much of this problem information as
possible prior to placing a call for assistance will enable the Support Center
representative to 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 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 The OS/2 Dump Process
ΓòÉΓòÉΓòÉ 7.1. Hardware and Software Configuration Information ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 7.2. DISK - Hard Disk or File-System-Related Problems ΓòÉΓòÉΓòÉ
Queue name: DISK
The DISK team is responsible for all hard disk or file-system-related problems,
including:
o All the following hardware-related problems:
- SCSI, ESDI, MFM, IDE, and RLL controllers and attached devices
- CD-ROM, tape, floppy diskette drive and other mass storage devices
Note: CD-ROM, video, or audio-related problems in an OS/2 multimedia
program should go to MMPM (page MMDOS, MMPM, MMVID and MMWIN -
Multimedia Teams
o All the following file-system-related issues:
- HPFS, FAT
- FDISK, FORMAT
- Diskcache
- CHKDSK and Extended Attributes (EAs)
- BACKUP, RESTORE
- File system commands XCOPY, COPY, DIR, DEL, UNDELETE etc.
o All the following file system APIs:
- DOSWRITE, DOSREAD, DOSOPEN, etc.
- Named pipes and named pipes APIs
- Queues and queue APIs
o Boot manager problems
o System initialization problems (config.sys processing)
o VCDROM.SYS-related problems
o Exceptions:
- Drives object problems on the desktop (see WPSHL page WPSHL - PM and
Workplace Shell (WP) Related Problems
- CD-ROM MSCDEX-related problems (see DOSAP page DOSAP - DOS Applications -
DOS Session Problems
- STARTUP.CMS-related problems (see OTHER page OTHER - Other Problems
- HPFS386 issues (see LAN page OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND
REQUIRED PROBLEM INFORMATION
ΓòÉΓòÉΓòÉ 7.2.1. DISK Problem Information ΓòÉΓòÉΓòÉ
Error experienced:
____ System error message: ___________________________________
____ Functionality
____ Hang
____ Trap (also fill in the trap information on page TRAP Messages Problem Information (32-bit)
____ 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: ________________________________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.2.2. DISK Partition Information ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 7.3. DOSAP - DOS Applications - DOS Session Problems ΓòÉΓòÉΓòÉ
Queue name: DOSAP
The DOS Application team is responsible for DOS Session problems:
o DOS applications only.
o DOS startup (virtual machine boot - VMB) diskettes including FSACCESS and
FSFILTER.
o DOS startup (virtual machine boot) diskette configuration problems running
MSCDEX with an OS/2 unsupported CD-ROM drive are handled by the DOSAP team.
Multimedia problems in this configuration are handled by MMDOS (page MMDOS,
MMPM, MMVID and MMWIN - Multimedia Teams
Note: VCDROM.SYS provides MSCDEX compatibility in a DOS Session for
OS/2-supported CD-ROM drives. Problems with VCDROM.SYS functionality
in a DOS Session when using an OS/2-supported CD-ROM drive should go
to DISK (page DISK - Hard Disk or File-System-Related Problems
o DOS application performance tuning.
o DOS communications programs that do not use the COM port or LPT ports, for
example: PC 3270 for DOS, PC Support 5250 for DOS, DOS LAN Requester, etc.
Exceptions:
- Prodigy, Qmodem, Telix, ProComm, BBS programs, etc. should go to MKBCM
(page MKBCM - I/O Problems (Excluding Disk, Print or Video)
- DOS fax programs having transmission problems should go to MKBCM
- LapLink-type programs experiencing data transfer problems over a parallel
cable link (via LPTx) should go to PRINT (page PRINT - Print Output
Problems 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.
Note: Problems with the migration program should be handled by INSTL (page
INSTL - Problems Experienced during Installation The DOSAP team will
handle incorrect DOS application settings listed in the migration
database.
o DOS application named pipes (not OS/2 named pipes, see DISK page DISK - Hard
Disk or File-System-Related Problems
- INT 21h functions 5F32h through 5F3Ah are supported by DOSAP
- INT 21h functions 5F3Bh through 5F53 are supported by LAN (page OS/2 LAN
SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION
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 supported
by the VIDEO team. For clarification of which queue handles the various
virtual device drivers and the DOS_SETTINGs and WINDOW_SETTINGs, see page
Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs
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:
o Problems in which the print job is printing through an LPT port should
go to the PRINT team (page PRINT - Print Output Problems
o Problems in which the print job is printing through a COM port should
go to the MKBCM team (page MKBCM - I/O Problems (Excluding Disk, Print
or Video)
- 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 (see PRINT page PRINT - Print Output
Problems
- Application Programming Interface calls ("APIs") starting with the letters
DOS are not supported by the DOSAP team. Look to the function provided by
the API for team ownership. For example:
o DosCallNamePipe - file system API - therefore owned by DISK (page DISK
- Hard Disk or File-System-Related Problems
o DOSStartSession - session management - therefore OTHER (page OTHER -
Other Problems
- DOS-WINDOW session-specific functions, such as those use to change the
FONT size, MARK, COPY, etc. (see WPSHL page WPSHL - PM and Workplace Shell
(WP) Related Problems Clipboard pasting problems should go to MKBCM (page
MKBCM - I/O Problems (Excluding Disk, Print or Video)
- DOS programs having sound card problems (for example, no sound is coming
from a game) should go to MMDOS (page MMDOS, MMPM, MMVID and MMWIN -
Multimedia Teams 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, a sound card, midi synth, scanner,
etc. is not required to demonstrate the problem) are handled by the DOSAP
team.
ΓòÉΓòÉΓòÉ 7.3.1. DOS Session Problem Information ΓòÉΓòÉΓòÉ
DOS Application Running From:
____ Can't get VMB running ____ Can't start VDM
____ DOS Full Screen VMB ____ DOS Full Screen VDM
____ DOS Window VMB ____ DOS Window VDM
(VMB = Virtual Machine Boot, VDM = Virtual DOS Machine)
VMB DOS Version: ____________________________________________________
Does the Application Run in "Real" DOS?
____ Yes, it works fine ____ No, it also fails
____ Haven't tried it ____ Not applicable
Video Information:
____ Running DOS Full Screen text-only session
____ Running DOS Window text-only session
Network Requester Type: _____________________________________________
____ No LAN - application not involved in failure
____ No LAN - application running locally
Problem Classification:
____ 3270 terminal emulation
____ 5250 terminal emulation
____ A: drive not working
____ Accounting
____ Application-generated error message
____ Application installation
____ Background execution not working
____ BBS (Bulletin Board System)
____ BIOS interrupt function call not working like DOS
____ CAD (Computer Aided Design)
____ Can't get VMB (virtual machine boot) running
____ Can't start VDM (virtual DOS machine)
____ CD-ROM (DOS/MSCDEX) problems
____ COM/Serial ASYNC communications
____ Database
____ Desktop publishing
____ DMA (direct memory access) not working as expected
____ Dongle not seen
____ DOS command not working like DOS
____ DOS interrupt function call not working like DOS
____ DOS Named Pipe problems
____ DOS_SETTINGS problems
____ DPMI (DOS protected mode interface) not working as expected
____ Editor
____ Educational
____ EMS not working as expected (expanded memory)
____ FAX problem
____ Games not working
____ Graphics not working
____ Keyboard-related problem
____ LAN usage problems
____ Mouse-related problem
____ Non-ASYNC non-terminal I/O problems
____ Not applicable
____ OS/2-generated error message: SYS_______________________
____ Other terminal emulation
____ Print job not printing
____ Printing-related problem
____ Programming or compiler problem
____ Sentinel not seen
____ Sound: PC speaker
____ Sound: sound board (Sound Blaster/ProAudio Spectrum)
____ Spreadsheet
____ Tape drive not working
____ VDM performance problems
____ Video or screen problems
____ Word processing
____ XMS not working as expected (extended memory)
Application Name: ___________________________________________________
____ Not applicable
Application Version: ________________________________________________
____ Not applicable
Application Vendor: _________________________________________________
____ Not applicable
Vendor's Support Phone Number: ______________________________________
____ Not applicable
Have You Contacted the Vendor? ____ Y ____ N ____ Not Applicable
Application Originally Installed From:
____ Not applicable
____ DOS Window (VDM) from disk
____ DOS Full Screen (VDM) from disk
____ DOS Window (VMB) from disk
____ DOS Full Screen (VMB) from disk
____ 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
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 TRAP Messages Problem Information (32-bit)
____ 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 TRAP Messages Problem Information (32-bit)
____ SYSxxxx error: SYS____________________________________
____ Too many files open
____ TRAP-> Fill in hang/trap information, page TRAP Messages Problem Information (32-bit)
____ Only see blinking cursor, nothing else
Steps Required to Re-Create the Problem: ____________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.4. HNGTR - Hangs or Traps that Cause the System to Halt or Fail ΓòÉΓòÉΓòÉ
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 (for example, DOSAP, WINAP or OTHER) running at the time
of the failure should be consulted.
o TRAPs and IPEs:
- All IPEs (Internal Processing Errors) with no trap registers above it.
This is different from a TRAP in that the first line of the error starts
with the words "Internal Processing...".
- TRAPs that cause system halts with CS (of CS:EIP) ending in 0 or 8 and the
EIP does not begin with 7
o If the EIP starts with 7, the team description for the mode of the
application (for example, DOSAP or WINAP). running at the time of the
failure should be consulted
o CREATEDD and DUMPFORMATTER problems
o SHUTDOWN problems where all icons are gone from the desktop
o Exceptions:
- No SYS errors, except for SYS3171 and SYS3175 errors in DOSCALL1.DLL
o If not 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
The OS/2 Dump Process
ΓòÉΓòÉΓòÉ 7.4.1. TRAP Messages Problem Information (32-bit) ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 7.4.2. Internal Processing Error Messages Problem Information (16 or 32-bit) ΓòÉΓòÉΓòÉ
If the screen displays INTERNAL PROCESSING ERROR at the top of a message,
complete the following form to record the information exactly as it is
displayed on the screen.
THE SYSTEM DETECTED AN INTERNAL PROCESSING
ERROR AT LOCATION # ____ : ________ - ____ : ________
_____ , ____
________
INTERNAL REVISION _ . ___ DATE: __ / __ / __
ΓòÉΓòÉΓòÉ 7.4.3. Hard Error Messages (SYSxxx) Problem Information (32-bit) ΓòÉΓòÉΓòÉ
If the error message is displayed in a box with text followed by two choices,
use the following to record the information on the screen.
First, use the lines below to record the message text exactly as it is
displayed on the screen.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Then, select Display register information and use the fields below to record
the information exactly as it is displayed on the screen.
P1= _______ P2= _____ P3= ________ P4= ________
EAX= _______ EBX= _____ ECX= _______ EDX= _______
ESI= _______ EDI= _____
DS= _______ DSACC= _____ DSLIM= ______
ES= _______ ESACC= _____ ESLIM= ______
FS= _______ FSACC= _____ FSLIM= ______
GS= _______ GSACC= _____ GSLIM= ______
CS:EIP= ____ : ________ CSACC= ____ CSLIM= ________
SS:EIP= ____ : ________ SSACC= ____ SSLIM= ________
EBP= ________ FLG= ________
ΓòÉΓòÉΓòÉ 7.4.4. Hard Error Messages (SYSxxx) or TRAP Messages (16-bit) ΓòÉΓòÉΓòÉ
First, use the lines below to record the message text exactly as it is
displayed on the screen.
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Then, select Display register information and use the fields below to record
the information exactly as it is displayed on the screen.
AX= _____ BX= _____ CX= _____ DX= ____ BP= _____
SI= _____ DI= _____ DS= _____ ES= ____ FLG= _____
CS= _____ IP= _____ SS= _____ SP= ____ MSW= _____
CSLIM= _____ SSLIM= _____ DSLIM= ______ ESLIM= ______
CSACC= _____ SSACC= _____ DSACC= ______ ESACC= ______
ERRCD= _____ ERLIM= _____ ERACC= ______
ΓòÉΓòÉΓòÉ 7.5. INSTL - Problems Experienced during Installation ΓòÉΓòÉΓòÉ
Queue name: INSTL
The Install team will handle problems related to the installation process of
the 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. This team handles:
o Dual boot setup and installation
o Selective install utility program
o Installation over the network
o DDINSTAL problems
o Welcome Folder on a preinstalled system
o Application Migration Utility program (up to the creation of the icon). After
the icon is created, responsibility falls to the appropriate application.
o When installation is complete and the user does not have a default desktop up
and operational, the installation team will determine if all relevant
drivers, etc., have been installed correctly. If so, the installation team
will send the call to the appropriate team to address the problem.
o Exceptions:
- If during the initial startup the system makes reference to an exception
in a particular device, the problem should be handled by that device team.
ΓòÉΓòÉΓòÉ 7.5.1. OS/2 Installation Problem Information ΓòÉΓòÉΓòÉ
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: _______________________________________
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
ΓòÉΓòÉΓòÉ 7.6. MKBCM - I/O Problems (Excluding Disk, Print or Video) ΓòÉΓòÉΓòÉ
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 as COM devices
o DOS and OS/2 Asynchronous communications applications (modem, BBS, FAX)
o PMTERM and PMFAX productivity programs
o Codepage support
o Pointing devices other than a mouse, such as trackballs, tablets, and pens
o Mouse and keyboard APIs and device interface
o Virtual Device Drivers VKBD.SYS, VMOUSE.SYS and VCOM.SYS
o PEN, PENDOS, PENOS2, Touch-sensitive screens
An integral part of the problem determination process for this team is
determining the Input/Output (I/O) addresses in use by the serial
communications adapters 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. Reference Industry Standard (AT BUS) Architecture Overview
ΓòÉΓòÉΓòÉ 7.6.1. Keyboard Problem Information ΓòÉΓòÉΓòÉ
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: _________________________________________
ΓòÉΓòÉΓòÉ 7.6.2. Mouse and Communications Problem Information - Hardware ΓòÉΓòÉΓòÉ
Error Message If Any:
____ SYS1201 VMOUSE not installed
____ SYS1201 COM.SYS not installed
____ SYS1201 VCOM.SYS not installed
____ SYS0099 device is already in use
____ SYS1798 device is already in use
____ SYS0049 device is not functioning
____ SYS????: _________________________________________________
Problem Is With The:
____ mouse
____ external modem
____ internal modem
____ external port
____ PCMCIA modem
____ external modem and mouse
____ internal modem and mouse
____ internal pointer
____ external port and mouse
____ PCMCIA modem and mouse
____ IBM touch screen
____ OEM touch screen
Which I/O Port Is Involved?
____ COM1
____ COM2
____ COM3
____ COM4
____ COM?
____ PDI (PS/2 PORT)
____ serial card COM=____
____ BUS card IRQ=____
____ video card COM=____ IRQ=____
____ other: ___________________________________________________
____ not applicable
Where Does The Error Occur?
____ DOS (VDM) application
____ VMB application
____ OS/2 window or full screen application
____ WIN-OS/2 application
____ on boot up/IPL
____ everywhere
____ other (problem described below)
____________________________________________________________
____________________________________________________________
COM1 and COM2 Configuration:
____ COM1: none COM2: none
____ COM1: Mouse COM2: none
____ COM1: Mouse COM2: 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: ____________
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 (AT BUS) Architecture Overview
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 Determining I/O Addresses
____ 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: ___________
ΓòÉΓòÉΓòÉ 7.6.3. Mouse and Communications Problem Information - CONFIG.SYS ΓòÉΓòÉΓòÉ
First Mouse Statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= _____________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= ___________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= ___________________________________________________
Second Mouse Statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= _____________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= ___________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= ___________________________________________________
Third Mouse Statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= _____________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= ___________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= ___________________________________________________
Fourth Mouse Statement in CONFIG.SYS:
____ DEVICE=C:\OS2\NOEXBIOS.SYS
____ DEVICE=C:\OS2\HILMOU.SYS
____ DEVICE=C:\OS2\POINTDD.SYS
____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___
____ DEVICE=C:\OS2\MOUSE.SYS
____ DEVICE=C:\OS2\MOUSE.SYS TYPE= _____________________________
____ DEVICE=C:\OS2\MOUSE.SYS SERIAL= ___________________________
____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS
____ DEVICE= ___________________________________________________
Other mouse driver statements: _______________________________________
_______________________________________________________________________
DEVICE=x:\OS2\COM.SYS:
____ is 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
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
ΓòÉΓòÉΓòÉ 7.6.4. Mouse and Communications Problem Information - Application Information ΓòÉΓòÉΓòÉ
Application Name: ___________________________________________________
Application Version: ________________________________________________
Application Vendor: _________________________________________________
The Application Is:
____ an OS/2 VIO application
____ an OS/2 PM application
____ a DOS application
____ a Windows 3.0 application
____ a Windows 3.1 application
____ a DOS serial communications application
____ a Windows serial communications application
____ a DOS LAN application
____ a Windows LAN application
____ other: ___________________________________________________
The Application Can Be Obtained From:
____ the vendor (address: ____________________________________)
____ BBS: _____________________________________________________
____ user will provide application
____ Shareware or public domain
____ don't know
The Application Has:
____ worked under OS/2 before
____ never worked under OS/2
____ partially worked under OS/2
The Mouse Will:
____ work on desktop, not in application
____ work VDM full screen, not in WIN-OS/2
____ work VDM WIN-OS/2, not in full screen
____ work desktop, VDM, not in WIN-OS/2
____ work (problem described below)
___________________________________________________________
___________________________________________________________
____ not work in any session
____ not work in this application only
____ not work in VMB - DOS revision = __________
____ not work in VDM (DOS session)
____ work but erratic behavior
____ work but selects wrong objects
____ work fine - COM problem
The COM Application Is:
____ losing data
____ not keeping a connection
____ running slowly
____ not updating the screen
____ not finding the COM port
____ not starting from desktop
____ not starting at all
____ causing a trap
____ causing a SYS3176 or SYS3175 error
____ causing out-of-memory errors
____ not as fast as DOS (performance)
____ working fine - mouse problem
____ not closing port
____ not sharing port (working as designed)
DOS_SETTING - COM SELECT=
____ all
____ COM1
____ COM2
____ COM3
____ COM4
____ none
DOS_SETTINGs (1):
____ MOUSE_EXCLUSIVE_ACCESS=ON
____ MOUSE_EXCLUSIVE_ACCESS=OFF
____ not applicable
DOS_SETTINGs (2):
____ COM_DIRECT_ACCESS=OFF COM_HOLD=OFF
____ COM_DIRECT_ACCESS=ON COM_HOLD=OFF
____ COM_DIRECT_ACCESS=OFF COM_HOLD=ON
____ COM_DIRECT_ACCESS=ON COM_HOLD=ON
DOS_SETTINGs (3):
____ HW_ROM_TO_RAM=OFF HW_TIMER=OFF
____ HW_ROM_TO_RAM=ON HW_TIMER=OFF
____ HW_ROM_TO_RAM=OFF HW_TIMER=ON
____ HW_ROM_TO_RAM=ON HW_TIMER=ON
DOS_SETTINGs (4):
____ IDLE_SENSITIVITY= ________
____ IDLE_SECONDS= ________
DOS_SETTINGs (5):
____ INT_DURING_IO=OFF VIDEO_FASTPASTE=OFF
____ INT_DURING_IO=ON VIDEO_FASTPASTE=OFF
____ INT_DURING_IO=OFF VIDEO_FASTPASTE=ON
____ INT_DURING_IO=ON VIDEO_FASTPASTE=ON
ΓòÉΓòÉΓòÉ 7.7. MMDOS, MMPM, MMVID and MMWIN - Multimedia Teams ΓòÉΓòÉΓòÉ
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 multimedia applications that use the IBM multimedia
extensions
Queue name: MMDOS
The MMDOS team is responsible for DOS multimedia programs running on OS/2.
Queue name: MMWIN
The MMWIN team is responsible for Windows multimedia programs running on OS/2.
Queue name: MMVID
The MMVID team is responsible for problems with Ultimotion Video In (the MMPM/2
video record package).
ΓòÉΓòÉΓòÉ 7.7.1. Multimedia Problem Information ΓòÉΓòÉΓòÉ
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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.8. OTHER - Other Problems ΓòÉΓòÉΓòÉ
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
- Exceptions:
o Performance problems related to MOUSE or COM PORT (see MKBCM page MKBCM
- I/O Problems (Excluding Disk, Print or Video)
o DOS application performance problems (see DOSAP page DOSAP - DOS
Applications - DOS Session Problems
o WINDOWS application performance problems (see WINAP page WINAP -
Windows Applications and WIN-OS/2 Subsystem Problems
o 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.
o Toolkit
- Toolkit for OS/2 1.3, 2.0 and 2.1
o Rexx, PMRexx
o Dialog Editor (not Dialogs)
o Icon Editor (not Icons)
o Font Editor (not Fonts)
o Resource Compiler
o IPF Compiler
o NMAKE, EXEHDR, MAPSYM, IMPLIB, MARKEXE, MKMSG, MSGBIND
o LINKer (Link386 and Link)
- CVP (CodeView)
Note: ONLY PROBLEMS WITH THE TOOLS THEMSELVES BELONG HERE.
o OS/2 Applications
- All OS/2 application problems that are not addressed by any other team.
This includes:
o Productivity programs (not PMTERM and PMFAX, see MKBCM page MKBCM - I/O
Problems (Excluding Disk, Print or Video)
o ISV applications (like Lotus 123G, Corel, PMWORD)
o Customer-written applications that are not addressed by other teams
(this is API-type specific)
o Lockup utility program
- Exceptions:
o Printing problems to go PRINT, serial communications problems go to
MKBCM, disk access problems go to DISK, etc..
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
ΓòÉΓòÉΓòÉ 7.8.1. OTHER Problem Information ΓòÉΓòÉΓòÉ
Problem Type:
____ Performance
____ Toolkit
____ REXX
____ Mini-applications (applets)
____ OS/2 application
____ User-written application
____ Memory
____ Swapper
____ PCMCIA
____ APM (Advanced Power Management)
____ None of the Above
Problem Symptom:
____ Trap
____ Hang
____ Slow down of performance
____ Error message or number: ________________________________
____ Other
What Have You Already Attempted to Resolve the Problem?
____ Reinstalling the application
____ A selective install
____ Calling vendor of application
____ Other: __________________________________________________
When Did the Problem Start?
____ Applied update to OS/2
____ Applied update to application
____ Installed a new application
____ Made changes to the system (for example, in CONFIG.SYS)
____ Used to work, is now failing, nothing changed
____ Other
How Often Does the Problem Occur? ___________________________________
Additional Information, Depending on the Type of Problem
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: ____________________________________
__________________________________________________________
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: ____________________________________
__________________________________________________________
__________________________________________________________
ΓòÉΓòÉΓòÉ 7.9. PRINT - Print Output Problems ΓòÉΓòÉΓòÉ
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 or OS/2 applications (if the job shows up
in the print queue). The application should be using OS/2's virtual
interfaces for printing (for example, INT05, INT17, and INT21 calls). Also,
applications using the DosOpen/Write LPRINT call interfaces are supported by
PRINT.
o Printer drivers
o Printer performance
o Port configuration (anything using an LPT port)
o Print Objects, local and network
o Spooler Object in System Setup Folder (following same guidelines as Print
Object)
o COM port redirected print
o Spooler APIs
o Network Independent APIs (use of NWAPI.DLL)
o Exceptions:
- The PRINT team is not responsible for the following:
Print Object drawing, settings, WP Shell methods or INI problems). These
are handled by WPSHL (page WPSHL - PM and Workplace Shell (WP) Related
Problems
o Exception: If the INI problem is caused by the creation or deletion of
the printer object, it is handled by PRINT (page PRINT - Print Output
Problems
- Windows application printing (see WINAP page WINAP - Windows Applications
and WIN-OS/2 Subsystem Problems
- Problems related to an application printing directly to a COM device - not
using printer object (see MKBCM page MKBCM - I/O Problems (Excluding Disk,
Print or Video)
ΓòÉΓòÉΓòÉ 7.9.1. PRINT Problem Information ΓòÉΓòÉΓòÉ
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
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: _________________________________________________
_______________________________________________________________________
_______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.10. VIDEO - Graphical Output Problems ΓòÉΓòÉΓòÉ
Queue name: VIDEO
The video team is responsible for all graphical output:
o Video problems in DOS, Windows, OS/2 sessions
o Video retrace performance
o Video retrace, synchronization and distortion problems
o Resolution differences (VGA, SVGA, XGA, etc.)
o Dual screen support
o Touch screen support
o Font problems
o Font and color palettes
o VVGA, VSVGA and VXGA.SYS (virtual video drivers)
o DOS video-related settings
o Video installation utility programs (DSPINSTL.EXE, RSPDSPI.EXE, SVGA.EXE)
o Image Adapters (for initial problem determination, for example OS/2 versus
Image Adapter support)
o The video team is also responsible for the following APIs:
- VIOx APIs
- GPIx APIs
- Device Context problems (for example, DevOpenDC API)
ΓòÉΓòÉΓòÉ 7.10.1. VIDEO Problem Information ΓòÉΓòÉΓòÉ
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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.11. WINAP - Windows Applications and WIN-OS/2 Subsystem Problems ΓòÉΓòÉΓòÉ
Queue name: WINAP
The Windows Application team is responsible for all problems associated with
Windows applications and the WIN-OS/2 subsystem:
o Windows applications and API compatibility
o Windows settings and INI file settings
o Windows printing, provided that printing from OS/2 works without a problem
o Windows communications problems should be routed as follows:
- If the application does not launch or receives 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 MKBCM - I/O Problems
(Excluding Disk, Print or Video)
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 OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND
REQUIRED PROBLEM INFORMATION
- 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 VIDEO - Graphical Output
Problems
- Windows Multimedia device drivers to MMPM (page MMDOS, MMPM, MMVID and
MMWIN - Multimedia Teams
- Windows network device drivers to Novell or LAN
- All other Windows device driver problems are handled by the WINAP team
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 INSTL - Problems Experienced during
Installation The WINAP team will handle incorrect Windows application
settings listed in the migration database.
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.
ΓòÉΓòÉΓòÉ 7.11.1. WINAP Problem Information ΓòÉΓòÉΓòÉ
Video Mode in Use:
____ CGA ____ EGA ____ Monochrome
____ VGA ____ SVGA ____ XGA
____ XGA-2 ____ Image Adapter
WIN-OS/2 Desktop:
____ Not migrated ____ Migrated ____ Linked
____ Don't know
Type of Application: ________________________________________________
____ Windows 3.0 ____ Windows 3.1 ____ Don't know
Did You Contact the Vendor for Assistance? ___ Y ____ N
Task Causing the Problem:
____ Application install
____ Printing or font selection
____ Use of modem, FAX or scanner
____ Use of CD-ROM
____ Use of sound or video card
____ Starting or running the application
____ Other
Symptom of the Problem:
____ Screen doesn't repaint
____ General protection fault
____ Communications dropped
____ Session hang
____ Machine hang
____ Other or combination of the above
Application Configuration Causing the Problem:
____ Seamless from local disk
____ Non-seamless from local disk
____ Seamless from network disk
____ Non-seamless from network disk
____ Don't know
Have Any WIN-OS/2 Settings Been Changed? ____ Y ____ N
If Yes, List the Changes:
Setting Changed: New Values:
_______________________ ___________________________
_______________________ ___________________________
_______________________ ___________________________
_______________________ ___________________________
Network Requester Type:
____ None ____ DOS LAN Server
____ DOS Netware Requester ____ OS/2 LAN Server
____ OS/2 Netware Requester ____ Other, or don't know
NETX Loaded For VDM (OS/2 Netware Requester)? ____ Y ____ N
Problem Description and Steps Required to Re-Create the Problem:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.12. WPSHL - PM and Workplace Shell (WP) Related Problems ΓòÉΓòÉΓòÉ
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 PRINT - Print Output Problems
- Clipboard Viewer (see OTHER page OTHER - Other Problems
- HelpManager (see OTHER)
- Selective Install, Application Migration and Device Driver (see INSTL page
INSTL - Problems Experienced during Installation
- Color palette or font palette (see VIDEO page VIDEO - Graphical Output
Problems 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 MKBCM - I/O Problems (Excluding Disk, Print or Video)
o PM session manager initialization module, message loop, main window proc
(PMSHELL)
- Exception: Not base session manager, DosStartSession, DosCalls, etc. (see
OTHER page OTHER - Other Problems
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 INSTL - Problems Experienced during
Installation
- If the Desktop directory or WP_ROOT._SF file is not created during
installation, see INSTL (page INSTL - Problems Experienced during
Installation
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
ΓòÉΓòÉΓòÉ 7.12.1. WPSHL Problem Information ΓòÉΓòÉΓòÉ
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 TRAP Messages Problem Information (32-bit)
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:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ΓòÉΓòÉΓòÉ 7.13. PCDOS - PC DOS Problems ΓòÉΓòÉΓòÉ
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
o Taskswapper
o All shell utility programs
- Printing from within DOS
o PRINT.COM
o 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:
o PS/1 software support: 919-543-9708
o ValuePoint & ThinkPad machines: 1-800-PS2-7772
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 DOSAP - DOS Applications - DOS Session Problems
Note: The PCDOS team requires only that the "Hardware and Software
Configuration Information" be available when calling for support (see
page Hardware and Software Configuration Information
ΓòÉΓòÉΓòÉ 7.14. The OS/2 Dump Process ΓòÉΓòÉΓòÉ
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
memory in your system. The diskette sizes must be the same (for example,
all 1.44MB diskettes or all 2.88MB diskettes).
3. Two Ways of Recording the Dump (automatically or manually)
o Automatic Dump Process (to be used only for Ring 3 traps)
In CONFIG.SYS enter the following:
TRAPDUMP=ON
This will cause an automatic dump if the failing CS:EIP is in Ring 3 code
(the CS value will end in either 3, 7, B or F). It will not dump on Ring
0 code traps. (Applications run at Ring 3 while the OS/2 Kernel runs at
Ring 0.)
o Manual Dump Process
It is also possible to start a manual dump of the system. If the trap
information is displayed on the screen, record ALL of the information.
Press and hold "Ctrl+Alt" and then press "Num Lock" twice. This starts
the dump process. (This assumes the keyboard is not locked.)
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 information.
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
ΓòÉΓòÉΓòÉ 7.15. Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs ΓòÉΓòÉΓòÉ
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
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
Presentation
Manager
VMDISK.EXE * DOSAP Utility program used to create
DOS startup
diskettes - except diskette
drive controller
problems (see the DISK queue)
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 emu-
lation
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 Micro-
soft'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 func-
tion handling
VDPMI.SYS DOSAP DOS Protect Mode Interface
functions
VEMM.SYS DOSAP Expanded Memory Specification
emulation
VXMS.SYS DOSAP Extended Memory Specification
emulation
VDMA.SYS DOSAP Direct Memory Access BIOS func-
tion emulation
* The entries marked with an asterisk are not virtual device drivers, but are
related closely enough that they warrant inclusion in this listing.
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
applications, is owned by the
VIDEO queue
DPMI DOSAP
EMS DOSAP
HW DOSAP
IDLE DOSAP
MEM DOSAP
KBD MKBCM
PRINT PRINT
VIDEO VIDEO
WIN WINAP
ΓòÉΓòÉΓòÉ 7.16. Industry Standard (AT BUS) Architecture Overview ΓòÉΓòÉΓòÉ
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 respectively. This is a generally
accepted convention and is not a standard.
If multiple hardware adapters of any kind (not just communications) are using
the same I/O address, then the effect on your computer will be totally
unpredictable.
OS/2 2.x is an interrupt driven operating system and requires unique I/O
addresses and Interrupt Request lines (IRQs) for each adapter in the system on
an ISA computer system. ISA systems have what are called "edge triggered"
interrupts in contrast to Micro Channel (MCA) and EISA which use "level
sensitive" interrupts. Edge triggered interrupts can only be sensed for a very
short period of time. If a second interrupt arrives from another adapter while
the first interrupt is still being processed, then the second interrupt will
be lost. Also, if two adapters are sharing the same PHYSICAL IRQ then the
processor does not know which adapter (and therefore which OS/2 session) should
get the Interrupt Request (IRQ). In a single tasking operating system such as
DOS, the sharing of interrupts is not a problem 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.
ΓòÉΓòÉΓòÉ 7.16.1. ISA Bus Architecture ΓòÉΓòÉΓòÉ
On an ISA machine there are a total of 15 IRQ levels available. These
interrupts are determined by the two INTEL 8259a (or compatible) Programmable
Interrupt Controllers (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 "jumpered")
to IRQ2 will recognized by OS/2 as IRQ9. This is defined by the hardware and
not the OS/2 operating system. The standard settings, in order of priority,
follow:
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Γöé IRQ# Γöé Device Associated Γöé
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Γöé 0 Γöé System Timer Γöé
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Γöé 1 Γöé Keyboard Γöé
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Γöé 2 Γöé Secondary Interrupt Controller (see note) Γöé
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Γöé 8 Γöé Realtime Clock Γöé
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Γöé 9 Γöé ΓöÇΓöÇΓöÇ (see note) Γöé
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Γöé 10 Γöé ΓöÇΓöÇΓöÇ free Γöé
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Γöé 12 Γöé ΓöÇΓöÇΓöÇ free - reserved for aux dev Γöé
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Γöé 13 Γöé Math Coprocessor Γöé
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Γöé 14 Γöé Hard Disk Γöé
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Γöé 15 Γöé ΓöÇΓöÇΓöÇ free Γöé
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Γöé 3 Γöé COM2 (Serial Communications Port #2) Γöé
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Γöé 4 Γöé COM1 (Serial Communications Port #1) Γöé
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Γöé 6 Γöé Diskette Γöé
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Γöé 7 Γöé LPT1 (Parallel Printer Port #1 - add. 3BC or 378) Γöé
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IRQ Assignments. This table shows the typical assign-
ments 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
documentation states that it uses IRQ2, then be aware that this will
actually be seen as IRQ9 when plugged into the 16-bit ISA bus.
OS/2 can detect that an interrupt line is shared and will disallow the
simultaneous use. Assume that COM1 and COM3 were sharing IRQ4 (a fairly common
real situation). If we tried to use both COM ports at the same time, OS/2
would refuse to allow the second one to start. A well-written OS/2
communications program would see and report the error from OS/2 that the port
could not be opened. A DOS application, however, will likely be unprepared to
respond to this strange situation, and may simply hang, waiting for the port
that will never open.
To avoid these problems, make sure that all of your hardware adapters have
their own unique I/O addresses and IRQ assignments. Unfortunately, on an ISA
machine, OS/2 has no way to query the computer to find out what these settings
are. Therefore, after checking and setting the adapters according to the
instruction manuals, you must also tell OS/2 what you've done by placing
explicit information into the CONFIG.SYS file.
ΓòÉΓòÉΓòÉ 7.16.2. ISA Interrupt Request Levels and I/O Addresses ΓòÉΓòÉΓòÉ
The Industry Standard Architecture (ISA) computers use EDGE triggered
interrupts (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
limitation 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.
ΓòÉΓòÉΓòÉ 7.16.3. Determining IRQs for ISA Computers ΓòÉΓòÉΓòÉ
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.
ΓòÉΓòÉΓòÉ 7.16.4. Determining I/O Addresses ΓòÉΓòÉΓòÉ
There is a technique available for determining which Input/Output (I/O)
addresses are in use by the serial communication adapters which are identified
by COMx. For other types of adapters, you will have to manually inventory each
adapter. You usually do not have to worry about the parallel ports, the disk
drives or the Math Coprocessor if one is installed. The technique to determine
which I/O addresses are in use is detailed below:
1. Start a DOS Full Screen Session (command prompt).
2. Enter DEBUG and press the enter key.
3. At the '-' prompt, enter D 40:0 and press the enter key.
4. You will see 0040:0000 followed by pairs of hexadecimal numbers. These
numbers are the I/O addresses recognized by COM.SYS. Below is an example
of COM1 and COM2:
0040:0000 F8 03 F8 02 00 00 00 00-BC 03....
This represents 03f8 (COM1) and 02f8 (COM2). If COM3 was present, it would
follow COM2's address.
NOTE 1 If the above procedure shows "E8 02" in COM3's address position,
there is NOT a serial communication adapter defined as COM3 and
there is a serial communication adapter defined as COM4. 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.
ΓòÉΓòÉΓòÉ 7.16.4.1. Location 40:0 Scenarios ΓòÉΓòÉΓòÉ
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.
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 suspected hardware error.
6. 0040:0000 F8 03 F8 02 E8 02 00 00-BC 03....
CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii) WHERE 'ii' is equal to the PHYSICAL
IRQ level set on the serial device.
ISA 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).
ΓòÉΓòÉΓòÉ 7.16.5. ISA, OS/2 and Parallel Ports ΓòÉΓòÉΓòÉ
The printer port addresses and IRQ levels are hard coded in OS/2 as follows:
ΓöîΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö¼ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö¼ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÉ
Γöé PORT Γöé I/O ADDRESS Γöé IRQ Γöé
Γö£ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö╝ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö╝ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöñ
Γöé LPT1 Γöé 3BC or 378 Γöé IRQ7 Γöé
Γö£ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö╝ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö╝ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöñ
Γöé LPT2 Γöé 278 Γöé IRQ5 Γöé
ΓööΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö┤ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓö┤ΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÇΓöÿ
Table 2. Parallel Port Assignments. This table shows the typical
assignments 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 correctly or if the
printer cable is missing the ACK line, the printer may work under DOS and have
problems under OS/2.
ΓòÉΓòÉΓòÉ 7.16.6. ISA and OS/2 Summary ΓòÉΓòÉΓòÉ
Even though there is some flexibility for printer and COM port assignments, try
to stick to the standard assignment as shown in the IRQ table above.
The I/O addresses and IRQs are determined by the HARDWARE. The parameters
passed to COM.SYS DO NOT change the hardware; these parameters are a reflection
of the physical hardware settings.
Available interrupts, in order of priority, are: IRQ9, IRQ10, IRQ11, IRQ12,
IRQ15, IRQ3 (if not used for COM2), and IRQ5 (if not used for LPT2).
Physical addresses and interrupts can be indicated in OS/2 to the communication
drivers. Usual default settings follow:
o COM1 - 03f8 - IRQ 4 (OS/2 & 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
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.
ΓòÉΓòÉΓòÉ 7.16.7. Notes on Microchannel Architecture Machines ΓòÉΓòÉΓòÉ
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.
ΓòÉΓòÉΓòÉ 8. OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION ΓòÉΓòÉΓòÉ
Support for the LAN Systems products is divided into 5 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 Application Problems
5. 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 efficiently
resolve your problem.
ΓòÉΓòÉΓòÉ 8.1. OS/2 LAN Server Problems ΓòÉΓòÉΓòÉ
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
- 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)
ΓòÉΓòÉΓòÉ 8.2. OS/2 LAN Requesters/Remote IPL (RIPL) Problems ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 8.3. DOS LAN Requester/PC LAN Program Problems ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 8.4. OS/2 LAN Application Problems ΓòÉΓòÉΓòÉ
Queue name: LSAPPS
The LAN Applications team handles the following problems:
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
o LAN Adapter and Protocol Support (LAPS)
- Problems with the installation and configuration of protocols and adapter
drivers
o Configuration Installation Distribution (CID)
- Problems involving the CID architecture that transcend any particular
product (for example, loss of connection or problems involving SRVIFS,
THINIFS, THNILAPS, etc.)
- CID installation of NTS/2 and LAN Server
Note: CID installations of OS/2 base code, Service Paks, Extended
Services, etc. should go to their respective product owners' queues
o System Performance Monitor/2 (SPM/2)
- Problems involving monitoring, graphing, recording, and generating reports
using the SPM/2 product
- Problems involving Theseus/2 memory analysis
o Network SignOn Coordinator (NSC)
o LAN Server for Macintosh (LSM)
- Problems with installation and configuration of LSM
- Problems sharing files from LSM
- Problems printing to and from the LSM server
- Problems using LSM administration utility program
o User Profile Management (UPM)
- Problems adding, updating, and deleting users and groups from the UPM full
screen interface and command line
- Problems with remote administration of UPM
o Network Application Programming Interfaces (API)
- Problems involving the APIs of LAN Server, DLR, SPM/2, and UPM
o LAN Distance
- Problems configuring the connection server and remote workstation
- Problems configuring or setting up modems (NIF files)
o LAN Netview
- Problems with all LAN Netview components:
Manage
Enabler
Fix
Tie
Monitor
View
- Problems configuring the Manage machine
- Problems with non-registered objects on the Manage machine
ΓòÉΓòÉΓòÉ 8.5. LAN-Related Traps and Hangs ΓòÉΓòÉΓòÉ
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.
ΓòÉΓòÉΓòÉ 8.6. LAN Systems Problem Information - General ΓòÉΓòÉΓòÉ
You may be asked to provide the following general problem-determination
information when working with IBM LAN Systems Support.
ΓòÉΓòÉΓòÉ 8.6.1. LAN Systems Problem Information - Software ΓòÉΓòÉΓòÉ
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
________________________ ______________________
________________________ _______________________
ΓòÉΓòÉΓòÉ 8.6.2. LAN Systems Problem Information - Hardware ΓòÉΓòÉΓòÉ
_________ Model of the failing machines
_________ Speed of the failing machines
_________ Type of network adapter involved
Printer information
_________ Printer type
_________ Drivers (list all)
_________
_________
ΓòÉΓòÉΓòÉ 8.6.3. General Network Problem Information ΓòÉΓòÉΓòÉ
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)
______________________________________________________________
______________________________________________________________
ΓòÉΓòÉΓòÉ 8.6.4. LAN Systems Error Messages Problem Information ΓòÉΓòÉΓòÉ
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
______________________________________________________________
______________________________________________________________
______________________________________________________________
ΓòÉΓòÉΓòÉ 8.6.5. LAN Systems Problem Documentation ΓòÉΓòÉΓòÉ
Description of the problem
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Re-creation scenario (if reproducible)
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Suggestion/results
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Network load at time of error
______________________________________________________________
______________________________________________________________
Frequency of the problem
___________
Consistency of the problem
____________
History of the problem: Has it ever worked? When did it start?
______________________________________________________________
______________________________________________________________
Relevant files (IBMLAN.INI, PROTOCOL.INI, CONFIG.SYS, etc.)
_____________ _____________ ____________ ____________
_____________ _____________ ____________ ____________
After the initial problem information is gathered, the problem may be
transferred for further problem determination to specific groups
on the LAN analyst team.
ΓòÉΓòÉΓòÉ 9. OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION ΓòÉΓòÉΓòÉ
Support for the OS/2 Extended Edition and Extended Services Database Manager
products is divided into 5 work groups (queues). They are:
1. Database Manager engine
2. APIs and application programming
3. Remote data services
4. Database Manager front ends - Query Manager, CLI, database tools
5. Other
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 Database Manager 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 efficiently
resolve your problem.
ΓòÉΓòÉΓòÉ 9.1. Database Manager Engine (Database Services) Problems ΓòÉΓòÉΓòÉ
Queue name: DBENG
This team addresses problems in the following areas:
o Locking
o Logging/Transaction Management/Forward Recovery
o DBM Utilities (Reorg, Runstats, Backup, Import, Export)
o SQL (DDL,DML) - general queries or incorrect query results
o STARTDBM/STOPDBM
o Indexing
o Referential Integrity
o Performance/Tuning
ΓòÉΓòÉΓòÉ 9.2. APIs and Application Programming Problems ΓòÉΓòÉΓòÉ
Queue name: DBMAPI
This team addresses problems in the following areas:
o Precompile or bind problems
o Specific API problems
o Cursors
o Static/dynamic SQL
o ARI (Applications Remote Interface)
o Query Manager Callable Interface
o SQL User Exit (SQLUEXIT)
ΓòÉΓòÉΓòÉ 9.3. Remote Data Services Problems ΓòÉΓòÉΓòÉ
Queue name: DBMRDS
This team addresses remote data services problems:
o Failure to connect (APPN, NETBIOS or SQLLOO) to DBM server
o Communications errors on remote database open
o Problems that do not occur when run locally
o Remote program download
ΓòÉΓòÉΓòÉ 9.4. Database Manager Front Ends (Query Manager, CLI, Database Tools) Problems ΓòÉΓòÉΓòÉ
Queue name: DBMFE
This team addresses problems in the following areas:
o Query Manager objects
- Queries/Reports
- Procedures
- Panels
- Menus
- Forms
- Profiles
o Command line interface
- Problems running the interface itself and not just errors while running
specific commands using the interface
o Configuration, Directory, or Recovery tools
ΓòÉΓòÉΓòÉ 9.5. Other Problems ΓòÉΓòÉΓòÉ
Queue name: DBMOTH
This team addresses problems in the following areas:
o Data integrity loss
- Database recovery errors
- Abends or errors accessing specific tables
- TARRR/Resetlog problems or questions
- Unusable data in reports
o Interaction with other products (CICS, POMS, PMPS, LNM, etc.)
ΓòÉΓòÉΓòÉ 9.6. Database Manager Problem Information ΓòÉΓòÉΓòÉ
The following general problem-determination information may be requested when
working with IBM Extended Edition or Extended Services Database Manager
Support.
ΓòÉΓòÉΓòÉ 9.6.1. Software and Hardware Information ΓòÉΓòÉΓòÉ
SOFTWARE Level of code
Database Client Server
CSD/SelectPak levels ____________ _______________
Additional SQL modules ____________ _______________
HARDWARE
_________ Model of the failing machine
_________ Speed of the failing machine
_________ Memory on failing machine
_________ Available disk space on failing machine
ERROR MESSAGES
Specific error message
SQL ____________________________________________________________
QRW ____________________________________________________________
DBM ____________________________________________________________
Other____________________________________________________________
RETURN CODES ON SPECIFIC ERRORS
SQL0902C _________
QRW2272W _________
SQL30080N _________
RDS PROBLEMS
Protocol being used (check which one)
____ APPN
____ NETBIOS
____ SQLL00
Number of users (if any) that can successfully access remote database
_______
Does error occur locally on the server? Y or N
ΓòÉΓòÉΓòÉ 9.6.2. General Problem Information ΓòÉΓòÉΓòÉ
Is the database accessible? Y or N
Does the error occur on open or recovery of database? Y or N
Does the error occur in:
Query Manager Y or N
Command Line Interface Y or N
User Application Y or N
If user application, what language and compiler were used?
Language ________________________________
Compiler ________________________________
Re-creation scenario
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Has the function/application ever worked? Y or N
Note: You might also be requested to send in a backup copy of the database if
the problem cannot be reproduced on local support databases.
After initial problem information is gathered, the problem may be transferred
for further problem determination to specific groups on the Database Manager
analyst team.
ΓòÉΓòÉΓòÉ 10. NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION ΓòÉΓòÉΓòÉ
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 efficiently
resolve your problem.
ΓòÉΓòÉΓòÉ 10.1. NetWare Version 4 Problems ΓòÉΓòÉΓòÉ
Queue name: NW40
This queue addresses problems with NewWare version 4.0.
ΓòÉΓòÉΓòÉ 10.2. NetWare Communications Problems ΓòÉΓòÉΓòÉ
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
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
ΓòÉΓòÉΓòÉ 10.3. NetWare Requester Problems ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 10.4. NetWare Other Problems ΓòÉΓòÉΓòÉ
Queue name: NWOTHR
This queue addresses problems with the following products:
o NetWare LANalyzer for Windows v2.0
o NetWare Services Manager v1.3b
ΓòÉΓòÉΓòÉ 10.5. NetWare Server Problems ΓòÉΓòÉΓòÉ
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
o NetWare for Macintosh (NLM) v3.011
o NetWare Name Services (NNS)
ΓòÉΓòÉΓòÉ 10.6. NetWare Problem Information ΓòÉΓòÉΓòÉ
The following general problem-determination information may be requested when
working with NetWare support.
ΓòÉΓòÉΓòÉ 10.6.1. NetWare Problem Information - Software ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 10.6.2. NetWare Problem Information - Hardware ΓòÉΓòÉΓòÉ
_______________ 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
___________________________________________________________
___________________________________________________________
ΓòÉΓòÉΓòÉ 10.6.3. General Network Problem Information ΓòÉΓòÉΓòÉ
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
___________________________________________________________
___________________________________________________________
___________________________________________________________
ΓòÉΓòÉΓòÉ 10.6.4. NetWare Problem Description ΓòÉΓòÉΓòÉ
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
ΓòÉΓòÉΓòÉ 11. DEFINITION OF TERMS ΓòÉΓòÉΓòÉ
The following are definitions of many of the terms used in this document.
CALL A call is a telephone or electronic request for IBM
service or for information about a previously reported
Incident. An Incident may involve multiple calls or
actions, such as:
o The initial request for assistance
o Offline research
o A callback from IBM to the customer
o Closure This sequence will be counted as one Incident when
charged against the customer's Solution Block.
DEFECT A defect is a problem with the unaltered portion of a
licensed Personal Systems Software Product that causes
it to not conform to its Program Specifications (when
properly used on a machine for which the program was
designed) consistent with each Product's license
agreement.
ENTITLED SERVICE Entitled refers to the level of service or support
that is designated by IBM or the Product vendor to be
included in the price of the Product. The customer
receives this service or support at no additional
charge. An example of entitled service is the service
or support specified in the Statement of Service
contained in the License Information document for
OS/2.
INCIDENT (Problem) An Incident is defined as a singular request for
assistance with a specific Personal Systems Software
Product. Requests for assistance with multiple
Products, or different problems with the same Product,
will be considered to be separate Incidents and
recorded as such in the IBM problem management system.
Closure of an Incident occurs when an answer is
provided to the initial request. Closure may also
include referring the customer to the appropriate
source for resolution.
INCIDENT OWNERSHIP The Incident owner may be an individual or a team.
Transfer of Incident ownership is only done when the
new owner has agreed to accept ownership. If
required, customers may participate in the technical
transfer of ownership.
Ownership of an Incident remains within IBM until
Incident resolution unless ownership has been
transferred to a vendor or business partner's service
organization.
IRQ Interrupt ReQuest lines
TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM The monthly Technical Connection
CD-ROM contains tips and techniques regarding
installation, operation, performance tuning, and
answers to commonly asked questions pertaining to the
Personal Systems Software Products. The Technical
Connection CD-ROM can be purchased singly, quarterly,
or via an annual subscription.
PRODUCT EXPERT A Product Expert is an IBM service representative with
an in-depth knowledge in specific areas of a Product.
This representative can provide answers and solutions
to technically detailed or complicated questions and
problems. This representative will have access to
resources needed to make a determination as to whether
a previously unknown defect exists in the Product.
PRODUCT SPECIALIST A Product Specialist is an IBM service representative,
with knowledge of a specific Product. This
representative can provide answers to general
usability and how-to questions as well as solutions to
already known problems and defects.
QUEUE A queue is a list stored in the Problem Management
Facility of Retain. This list contains the Problem
Management Records (PMRs) requiring action by a
product specialist at the support location, in order
of severity and the time the call was entered.
SERVICEPAK ServicePak refers to a collection of many fixes
distributed and installed as a package.
ServicePaks and interim/pervasive fixes are released
to all distribution channels including electronic
bulletin board systems.
Not all Products produce a ServicePak as part of their
service process.
TALKLINK TalkLink is an IBM service available via IBMLink.
Customers can converse electronically with each other
and the worldwide internal IBM community on a wide
variety of topics related to the acquisition,
installation, support, and use of Products and
services marketed by IBM or a related business
affiliate. (Refer to the IBM TalkLink contract for
TalkLink terms and conditions.)
TalkLink provides customers the ability to review
information electronically, submit questions or
requests and receive answers or information.
TECHNICAL SPECIALIST A Technical Specialist is an IBM technical
representative, with a high-level of knowledge of OS/2
and DOS products. This representative can provide
assistance to the customer with installations, basic
problem determination, problem source identification,
and some application development.
TIME ZONES Service availability that is limited to 8AM to 5PM
local customer time is during those hours within the
following time zones; Eastern, Central, Mountain, and
Pacific. Customers outside those time zones are
covered during those hours in the time zone nearest
them.
U.S. NATIONAL HOLIDAYS The following are the national holidays in the U.S.
that affect the Support Center:
o January 1 - New Year's Day
o Last Monday in May - Memorial Day
o July 4 - Independence Day
o First Monday in September - Labor Day
o Fourth Thursday in November - Thanksgiving Day
o December 25 - Christmas Day
If any of the above days falls on a weekend, the
adjacent weekday becomes the holiday.
VDM Virtual DOS Machine
VMB Virtual Machine Boot
ΓòÉΓòÉΓòÉ 12. PERSONAL SYSTEMS SOFTWARE PRODUCTS ΓòÉΓòÉΓòÉ
The following is a list of the products supported by Software Solution
Services, and which adhere to the guidelines set forth in this document. OS/2
PRODUCTS
NAME VERSION COMPONENT ID
OS/2 16/32 BIT OPERATING SYSTEM 2.0, 2.1 562107701
OS/2 FOR WINDOWS 2.1 562230600
PRESENTATION MANAGER 2.0 562107901
MMPM/2 1.0, 1.1 562137400
IMG ADAPTER/A DEVICE DRIVER 1.02 562141900
MMPM/2 TOOLKIT 1.0, 1.1 562142800
MVGA/MUL XGA DEVICE DRIVER 1.0 562142000
OASAS I DISK ARRAY MANAGEMENT 1.0, 2.0 569620000
PEN FOR OS/2 1.0 562215100
PENDOS 2.2 569656000
PRESENTATION MANAGER TOOLKIT 2.0 562108001
REXX 2.0 562129300
SECURED DOS - DES 1.0 562129200
TOOLKIT 2.0, 2.1 562107801
LAN SYSTEMS PRODUCTS
Note: The entitled services for the Novell products are not provided by IBM.
NAME VERSION COMPONENT ID
DCE CELL DIRECTORY SERVER 1.00 569665704
DCE CLIENT 1.00 569669200
DCE CLIENT-ENCRYPTED 1.00 569669100
DCE SDK-ENCRYPTED 1.00 569669300
DCE SECURITY SERVER 1.00 569665702
DCE WINDOWS CLIENT 1.00 569669000
DCE WINDOWS CLIENT-ENCRYPTED 1.00 569668900
DOS LAN REQUESTER 2.0 2.00 562125304
DOS LAN REQUESTER 3.0 3.00 562125304
LAN REQUESTER 2.0 2.00 562125301
LAN REQUESTER 3.0 3.00 562125301
LAN SERVER 2.0 2.00 562125305
LAN SERVER 3.0 3.00 562125305
LAN SERVICES 1.3 - REQUESTER 1.30 560116401
LAN SERVICES 1.3 - SERVER 1.30 560116201
NetWare Client Kit for 562236100
DOS/Windows v1.01
NetWare Client Kit for 569638700
DOS/Windows from IBM v1.01
NetWare Client Kit for OS/2 from 562135800
IBM v2.01
NetWare Client Kit for OS/2 562235900
v2.01
NetWare for Macintosh Client 562226200
from IBM v1.0
NetWare for Macintosh Client 562229100
v1.0
NetWare for Macintosh from IBM 562122200
3.12
NetWare for Macintosh from IBM 562122200
NetWare for Macintosh 3.12 562228100
NetWare for Macintosh 4.0 562229000
NetWare for SAA 1.3 562228300
NetWare for SAA 1.3 from IBM 562122500
NetWare for SAA 1.3B 562228300
NetWare for SAA 1.3B from IBM 562122500
NetWare from IBM 2.2 562121200
NetWare from IBM 3.11 562120300
NetWare Services Manager for LAN 562229400
NetView v1.5
NetWare Services Manager for LAN 569635600
NetView from IBM v1.5
NetWare Workstation Kit 562236100
DOS/Windows v1.0
NetWare Workstation Kit 569638700
DOS/Windows from IBM v1.0
NetWare Workstation Kit for OS/2 562135800
from IBM v1.3
NetWare Workstation Kit for OS/2 562235900
v1.3
NetWare 2.2 562228000
NetWare 3.11 562227900
NetWare 3.12 562227900
NetWare 3.12 from IBM 562120300
NetWare 4.0 562230200
NetWare 4.0 from IBM 569653500
NetWare 4.01 562230200
NetWare 4.01 for OS/2 562236500
NetWare 4.01 for OS/2 from IBM 562236400
NetWare 4.01 from IBM 569653500
NTS/2 1.00 562200200
LAN SYSTEMS PRODUCTS
NAME VERSION COMPONENT ID
LAN DISTANCE CONNECTION SERVER - 1.00 562207400
LAN DISTANCE CONNECTION SERVER - 1.00 562215500
ENTRY
LAN DISTANCE REMOTE 1.00 562207500
LAN NETVIEW AGENTS EXTENDED 1.00 569640400
LAN NETVIEW AGENTS FOR DOS 1.00 569640300
LAN NETVIEW ENABLER 1.00 569640200
LAN NETVIEW FIX 1.00 562202000
LAN NETVIEW MANAGE 1.00 569640100
LAN NETVIEW MONITOR 1.00 562202200
LAN NETVIEW SCAN 1.00 562218100
LAN NETVIEW START 1.10 562200100
LAN NETVIEW TIE 1.00 562201900
LAN SERVER FOR MACINTOSH 1.00 569640600
LAN SERVER ULTIMEDIA 1.00 562218500
LANalyzer for Windows from IBM 2.0 569652100
LANalyzer for Windows 2.0 562229900
LANALYZER FOR WINDOWS 2.00 569652100
NetWare Access Services from IBM 569636100
v1.3
NetWare Access Services v1.3 562229600
NetWare Asynchronous Communi- 569635900
cation Services from IBM v3.0
NetWare Asynchronous Communi- 562229500
cation Services v3.0
NetWare Communication Services 562122600
Manager from IBM v1.0
NetWare Communication Services 562122600
Manager from IBM v1.1
NetWare Communication Services 562228400
Manager v1.0
NetWare Communication Services 562228400
Manager v1.1
NetWare Flex/IP from IBM v1.2 569636000
NetWare Flex/IP v1.2 562235700
NetWare for SAA Services Manager 562122500
from IBM v2.0
NetWare for SAA Services Manager 562229200
v 2.0
NetWare FTAM from IBM v1.2 562122400
NetWare FTAM v1.2 562235800
NetWare HostPrint from IBM v1.0 569652200
NetWare HostPrint v1.0 562230000
NetWare Lite from IBM 1.1 562128100
NetWare Lite 1.1 562228600
NetWare Management Agent from 569635800
IBM v1.0
NetWare Management Agent from 569635800
IBM v1.5
NetWare Management Agent v 1.0 562236200
NetWare Management Agent v1.5 562236200
NetWare Name Service from IBM 562122700
v1.0
NetWare Name Service v1.0 562228500
NetWare NFS from IBM v1.2 562122300
NetWare NFS from IBM v1.2B 562122300
NetWare NFS Gateway v1.1 562230300
NetWare NFS Gateway v1.1 from 569669400
NetWare NFS Starter Kit from IBM 569650400
v1.2B
NetWare NFS Starter Kit v 1.2B 562229700
NetWare NFS v1.2 562228200
NetWare NFS v1.2B 562228200
NetWare Services Manager for 562229400
OS/2 v1.0
NetWare Services Manager for 562235600
Windows 1.1
NetWare Services Manager for 569635600
OS/2 from IBM v1.0
NetWare Services Manager for 569635700
Windows from IBM 1.1
NetWare SFT III from IBM 3.11 562206200
NetWare SFT III 3.11 562228900
NetWare SNA Links from IBM v1.0 569653400
NetWare SNA Links v1.0 562230100
NetWare 3270 LAN Workstation DOS 562128200
from IBM v2.0
NetWare 3270 LAN Workstation DOS 562128200
from IBM v3.0
NetWare 3270 LAN Workstation 562128300
Macintosh from IBM v1.0
NetWare 3270 LAN Workstation DOS 562228700
v2.0
NetWare 3270 LAN Workstation DOS 562228700
v3.0
NetWare 3270 LAN Workstation 562228800
Macintosh v1.0
NetWare 3270 LAN Workstation 562229300
Windows v1.1
NetWare 3270 LAN Workstation 569633600
Windows from IBM v1.1
NetWare 3270 Vector Graphics 562229800
Option v3.0
NetWare 3270 Vector Graphics 569652000
Option from IBM v3.0
NETWORK SIGNON COORDINATOR/2 1.10 564804900
PC LAN PROGRAM 1.34 560120701
SYS PERFORMANCE MONITOR/2 V1.0 1.00 562120600
SYS PERFORMANCE MONITOR/2 V2.0 2.00 562201000
USER PROFILE MGMT FOR EXTENDED 2.00 562125306
USER PROFILE MGMT FOR EXTENDED 3.00 562125306
USER PROFILE MGMT FOR LAN SERVER 3.00 562125302
3270 LAN WORKSTATION WINDOWS 1.00 569633600
V1.0
3270 LAN WORKSTATION WINDOWS 1.20 569633600
V1.2
DATABASE MANAGER PRODUCTS
NAME VERSION COMPONENT ID
DATABASE TOOLS 1.00 562121305
DB2/2 1.0 1.00 562204401
DDCS/2 1.0 MULTI USER GATEWAY 1.00 562126602
DDCS/2 1.0 SINGLE USER 1.00 562126601
DDCS/2 2.0 2.00 562205700
DOS DATABASE CLIENT 1.00 562121306
DOS WINDOWS CLIENT 1.00 562121304
EXTENDED SERVICES 1.0 - DB 1.00 562121302
EXTENDED SERVICES 1.0 - QM 1.00 562121307
NETWORKING SYSTEMS PRODUCTS
NAME VERSION COMPONENT ID
CICS OS/2 1.2 568810101
CICS OS/2 SINGLE-USER 2.0 564803600
CICS OS/2 MULTI-USER 2.0 564803603
COMMUNICATIONS MANAGER ES 1.0 562121301
COMMUNICATIONS MANAGER/2 1.0 562125400
IBM NETVIEW FILE TRANSFER 1.0
PROGRAM CLIENT/2
562217200 1.0
SERVER/2
562217300 NDM/2 1.1
562116700 NDM/2 2.0
562143900 TCPIP - 2.1
562121900 TCPIP - 2.0
OS/2
562208600
NAME VERSION COMPONENT ID
DCAF 1.0 562103101
OS/2 OSI/CS 1.0 560112401
OSIFS/2 1.0 560121101
SWITCHSERVER/2 ROLM 9751 1.0 562115900 Feature
5825
SWITCHSERVER/2 NTI SL-1 1.0 562115900 Feature
5815
SWITCHSERVER/2 AT G2 1.0 562115900 Feature
5835
SWITCHSERVER/2 AT G3 1.0 562115900 Feature
5601
SWITCHSERVER/2 NTI DMS-100 1.0 562115900 Feature
5600
* "Limited support" means these Products will be supported Monday through
Friday from 9AM to 6PM eastern time (excluding U.S. national holidays).
Customers will receive a callback within 4 business hours.
ΓòÉΓòÉΓòÉ 13. TECHNICAL EDUCATION ΓòÉΓòÉΓòÉ
There are technical classes available for customers who want in-depth knowledge
about Personal Systems Software Products. These classes provide detailed
technical information on the Products or in-depth problem determination (such
as analyzing traces and dumps, or using the OS/2 kernel debugger). The charge
for each class will be defined on an individual basis, as determined by the
duration of the class, travel expenses to the customer location, and reasonable
and actual living expenses for the instructors. 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
Products should attend one of the classes offered by IBM Skill Dynamics. For
the latest information on courses and costs, call IBM Skill Dynamics at
1-800-IBM-TEACh (U.S.) or 1-800-465-1234 (Canada).
In addition to the classes offered by Skill Dynamics, the following technical
classes are available from the Products' support locations.
ΓòÉΓòÉΓòÉ 13.1. OS/2 Operating System ΓòÉΓòÉΓòÉ
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 seriously interested
in learning to diagnose the cause of problems in an OS/2
system. All instructors work in OS/2 System Technical
Support. Students successfully completing this workshop
should be able to find the full pathname of the application
programs involved with failures. If given the appropriate
link map and compiler output files, students should be able
to find the failing line, the name, the parameters, and
variables for the failing application function, as well as
the same data about the caller of the failing function, and
so on, back to the main program entry. If the failure is
within OS/2, students should be able to pinpoint the
failing API, together with the parameters that caused the
failure, in addition to the above data for the application
functions.
Duration: 4.5 Days
Contact: Customers who are interested in the above education should
contact the Solution Management Center at 1-800-992-4777.
ΓòÉΓòÉΓòÉ 13.2. CICS OS/2 ΓòÉΓòÉΓòÉ
The following two classes are available for CICS OS/2:
Title: CICS OS/2 Installation and Configuration Assistance
Format: At customer account
Sponsor: CICS OS/2 Level 2
Objective: After completion of visit, the customer should have:
o A fully operational CICS OS/2 environment.
o Systems personnel able to maintain the system and debug system problems.
Content: On-site support from the CICS OS/2 Support Center to assist
in the installation and configuration of CICS OS/2.
Includes Host Links and Peer-to-Peer communications via
both Netbios and LU6.2.
Duration: 2 Days
Contact: Customers who are interested in 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
Contact: Customers who are interested in the above education should
contact the Solution Management Center at 1-800-992-4777.
ΓòÉΓòÉΓòÉ 13.3. OS/2 Database Manager ΓòÉΓòÉΓòÉ
The following class is available for OS/2 Database Manager:
Title: Database Manager for OS/2 Problem-Determination
Education
Format: At customer account, or at Toronto Lab
Sponsor: Level 2 OS/2 Database Manager Service
Objectives: During the class, the instructors will:
o Familiarize customers with the various Database Manager debugging tools
available.
o Provide customer with hands-on experience with these tools.
o Give customer enough knowledge to use these PD/PSI tools and techniques
back in their environment, to assist them with determining the source of
problems.
Content:
o SQLTRC, TRACE and SQLJTRC
o .INX, .DAT and .LF file analysis
o .TARRR/DART
o Locking and process analysis
o Client/Server Communication problem determination/problem-source
identification
o LABs will be included to provide hands-on experience
Options: This course can be taught in the EE 1.3 DBM, ES 1.0
DBM or DB2/2 1.0 environments. If the customer is
using a DRDA environment with DDCS/2 1.0 or DDCS/2
2.0, an additional section on these PD/PSI techniques
can be added to the course.
Duration: 2 Days
Contact: Customers who are interested in 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.
ΓòÉΓòÉΓòÉ 14. TRADEMARKS AND REGISTERED TRADEMARKS ΓòÉΓòÉΓòÉ
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 Application
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, Hewlett-Packard Co.
and PaintJet
IEEE The Institute of Electrical and
Electronics
Engineers
Intel and Indeo Intel Corp.
Internet Internet, Inc.
IOMEGA IOMEGA, Inc.
ISO International Organization for
Standardization.
LAN Workplace Novell Inc.
LaserJet Hewlett-Packard Company
Lotus, Lotus Notes, 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, Inc.
Novell
Orchid Orchid Technology, Inc.
PCMCIA Personal Computer Memory Card
International
Association
PenDOS Communication Intelligence
Corp.
Pentium Intel Corp.
Phoenix Phoenix Technologies, Ltd.
PostScript and Adobe Type Adobe Systems, Inc.
Manager
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.