Personal Systems Software Products Support Center User's Guide

Preface
International Business Machines Corporation provides this document "as is" without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability or fitness for a 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.

Introduction
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:
 * Users and developers of personal productivity, general business applications, or complex applications
 * Developers and large businesses
 * System supporters and medium businesses
 * Departmental groups within businesses of all sizes
 * Small businesses
 * Single users

Using the IBM Support Center
Software Solution Services (the IBM Support Center for the Personal Systems Support Family) provides technical assistance for supported Personal Systems software products.

Entitlement
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).

Before You Call Support
To provide prompt and accurate assistance, the Support Center depends on you to identify the source of your problem and to make an effort to resolve it using the available resources. Your first step should be to consult the appropriate product documentation. For example, the OS/2 manual “Using the Operating System” contains a chapter 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:
 * 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).


 * TalkLink (OS2BBS, DOS Bulletin Boards, Network Systems Bulletin Boards, or Local Area Network Bulletin Boards)
 * Any CD-ROM packages containing technical information
 * Quick-Help System for IBM Software Service &amp; 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.

Placing Your Call
After you have completed the process described in “Before You Call Support” and have been unable to resolve your question or problem, call IBM Software Solution Services at 1-800-992-4777. The Software Solution Services repre- sentative 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:
 * Severity 1 - You are not able to use a program. This is a critical con- dition that requires an immediate solution.
 * Severity 2 - You are able to use the program but are severely restricted.
 * Severity 3 - You are able to use the program with limited functions that are not critical to the overall operation.
 * Severity 4 - You have found a way to circumvent the problem.

How Support Handles Your Call
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:
 * Answering questions pertaining to the use and operation of current releases of eligible programs
 * Searching the known-problem database for defect correction information, if required
 * 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: The Support Center’s goal is to place this callback before the end of the next business day.
 * Providing incident ownership to closure
 * Providing problem analysis

Defect Resolution
If the Product Expert determines that the problem you have encountered is a defect in IBM-supported code, and has not been previously reported, we will collect as much diagnostic information as possible from you and try to re- create the problem. If we can re-create the problem or feel certain we have enough information to perform the necessary debugging, an APAR (Authorized Program Analysis Report) is created in the Retain database and the appro- priate development team is notified. (Please make note of the APAR number for future reference.) When appropriate, the Product Expert will attempt to develop a work-around to be used until a fix for the APAR is developed and available.

Closing a PMR
Problem Management Records are closed when they are inactive and no further action is required. This generally means that a mutually acceptable solution has been provided, or that a solution has been provided and the PMR has been inactive for 28 days or more. All PMRs are purged out of the Retain database 28 days after they have been closed. As soon as they have been purged, no information regarding the PMR is available.

Escalation Procedures
If at any time you are not satisfied, you may ask to speak to a “duty manager.” The duty manager will determine what resources are required and ensure your incident receives prompt attention.

If you are still not satisfied with the response you are receiving, call 1-800-992-4777 and ask for the Solution Management Center.

Additional Assistance
IBM provides several alternative sources for obtaining assistance beyond the scope of the telephone support. These include:
 * 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.


 * 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).


 * 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 3.0, "TALKLINK" on page 9. To obtain an information package and registration information for TalkLink call 1-800-547-1283.


 * 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.


 * 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.


 * 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.


 * 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).

Any Questions?
If you have any questions about how to use the Support Center, call 1-800-992-4777 and ask for the Solution Management Center.

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 the following capabilities for customers to review information electronically, submit questions or requests, and receive answers or information:
 * 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.
 * Customer-to-customer messaging
 * Gives customers the ability to send private messages to each other.
 * Software library
 * Downloads application programs and uploads contributions.
 * News and announcements
 * Contains recent information regarding products and services.
 * Search Service
 * Searches IBM databases via interactive mode. This search facility includes a large question and answer database of items, IBM System Center Flashes, and IBM problem management libraries. This database contains information about problems and fixes. (This search facility is limited in function if TalkLink is not accessed through IBMLink.)
 * 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.

Initiating and Installing TalkLink
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.

Using TalkLink
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.

Solving Problems
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.

Electronic Problem Reporting Via CompuServe or Internet
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:
 * read and leave messages for each other
 * obtain text files containing tips and techniques
 * retrieve program updates and files
 * search a large data base for information on OS/2
 * read IBM’s news articles and announcements
 * communicate directly with OS/2 Technical Support

ACCESSING THE OS/2 COMPUSERVE FORUMS
You can access the OS/2 Forums by entering GO IBMOS2 at any ! prompt.

REPORTING A SUSPECTED CODE DEFECT
IBM provides DEFECT support via CompuServe for these products: If you have how-to or other questions about OS/2, please refer to these sources:
 * IBM OS/2 Base Operating System
 * IBM OS/2 Extended Services
 * IBM OS/2 LAN Server
 * The OS/2 publications
 * The OS/2 on-line help and README
 * 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:
 * Download PROBLM.TXT from the IBM Files Library (Library 17) in the OS2SUPPORT CompuServe forum.
 * Fill out the PROBLM.TXT as completely as possible using any editor.
 * 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.

Status Inquiries
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.

Electronic Problem Reporting Via Prodigy
Electronic support for OS/2 is also available on Prodigy.

Customers can submit the OS/2 Problem Report Form for DEFECTS on-line by going into the OS/2 Exchange and selecting “Submit OS/2 Problem Report.”

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”

OS/2 and PC DOS Team Descriptions and Required Problem Information
Support for the OS/2 and PC DOS operating systems is divided into 15 teams (queues). They are:
 * 1) DISK - Hard disk or file-system-related problems (page 20)
 * 2) DOSAP - DOS applications - DOS Session problems (page 23)
 * 3) HNGTR - Hangs or traps that cause the system to halt or fail (page 31)
 * 4) INSTL - Problems experienced during installation (page 35)
 * 5) MKBCM - I/O problems - excluding disk, print, or video (page 38)
 * 6) MMPM - Multimedia Extensions shipped with OS/2 (page 50)
 * 7) MMDOS - DOS Multimedia Programs running on OS/2 (page 50)
 * 8) MMWIN - Windows Multimedia Programs running on OS/2 (page 50)
 * 9) MMVID - Ultimotion Video In problems (page 50)
 * 10) OTHER (page 53)
 * 11) PRINT - Print output (page 59)
 * 12) VIDEO - Graphical output (page 62)
 * 13) WINAP - Problems with Windows applications and WIN-OS/2 Subsystem (page 64)
 * 14) WPSHL - PM and Workplace Shell (WP) related problems (page 68)
 * 15) PCDOS - PC DOS (page 74)

This chapter contains a description of the responsibilities of each of these teams. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which team would be the appropriate one to assist with your problem or question. It may not always be obvious which team should handle an individual request for assistance. The Software Solution Service representatives will use their experience and assist customers in routing calls to the correct team when necessary. The Software Solution Services representative will be the final arbiter in deter- mining where to route a call.

Each of these teams requires detailed information for initial problem 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:
 * The frequency of the problem
 * Whether it can be re-created
 * The text of any message that was displayed on the screen
 * Which hardware and applications were being used when the problem occurred
 * Other sessions and programs open at the time of the problem
 * What application, if any, was running in the background
 * 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 6.14, “The OS/2 Dump Process” on page 76).

Hardware and Software Configuration Information
The following configuration information should be provided for every problem, regardless of the team involved: OS/2 Warranty Registration Number: __________________________________ (On the inside front cover of "Using the Operating System".)

OS/2 Version: _______________________________________________________ (Type VER at a command prompt to get this information.)

Current CSD Level of OS/2 Base Operating System: ____________________ (Type SYSLEVEL at a command prompt to get this information.)

System Manufacturer, Model &amp; 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

DISK - HARD DISK OR FILE-SYSTEM-RELATED PROBLEMS
QUEUE NAME: DISK

The DISK team is responsible for all hard disk or file-system-related problems, including:
 * 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 50)
 * 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.
 * All the following file system APIs:
 * DOSWRITE, DOSREAD, DOSOPEN, etc.
 * Named pipes and named pipes APIs
 * Queues and queue APIs
 * Boot manager problems
 * System initialization problems (config.sys processing)
 * VCDROM.SYS-related problems
 * Exceptions:
 * Drives object problems on the desktop (see WPSHL page 68)
 * CD-ROM MSCDEX-related problems (see DOSAP page 23)
 * STARTUP.CMS-related problems (see OTHER page 53)
 * HPFS386 issues (see LAN page 89)

DISK PROBLEM INFORMATION
Error experienced: ____ System error message:  ___________________________________ ____ Functionality ____ Hang ____ Trap (also fill in the trap information on page 32) ____ Diagnostic error ____ Other:  __________________________________________________

Disk Controller Manufacturer: _______________________________________

Disk Controller Type: _______________________________________________

Hard Disk Manufacturer: _____________________________________________

Diskette Drive Manufacturer: ________________________________________

Diskette Drive Size:     ____  3.5"        ____ 5.25"

Diskette Drive Capacity: ____  MB          ____ KB

External Drive Manufacturer: ________________________________________

Tape Backup Manufacturer: ___________________________________________

Removable Drive Manufacturer: _______________________________________

CD-ROM Drive Manufacturer: __________________________________________

Optical Drive Manufacturer: _________________________________________

Problem Description: ________________________________________________ ______________________________________________________________________ ______________________________________________________________________

DISK PARTITION INFORMATION
Partition Number: ____ 1           ____ 2              ____ 3      ____ 4            ____ 5              ____ 6      ____ Other

Drive Letter for Partition: ____ C           ____ D              ____ E      ____ 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

DOSAP - DOS APPLICATIONS - DOS SESSION PROBLEMS
QUEUE NAME: DOSAP

The DOS Application team is responsible for DOS Session problems: 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
 * DOS applications ONLY.
 * DOS startup (virtual machine boot - VMB) diskettes including FSACCESS and FSFILTER.
 * 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 50).
 * 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 20).
 * DOS application performance tuning.
 * 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 38).
 * 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 59). Data transfer problems over a serial cable link or modem (via COMx) should go to MKBCM.
 * 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 35). The DOSAP team will handle incorrect DOS application settings listed in the migration database.
 * DOS application named pipes (not OS/2 named pipes, see DISK page 20).
 * INT 21h functions 5F32h through 5F3Ah are supported by DOSAP
 * INT 21h functions 5F3Bh through 5F53 are supported by LAN (page 89)
 * 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 &quot;VIDEO&quot; 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 79.
 * The following component files included in OS/2 are supported by the DOSAP team:
 * 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.


 * Exceptions:
 * DOS application printing problems should be routed as follows:
 * Problems in which the print job is printing through an LPT port should go to the PRINT team (page 59)
 * Problems in which the print job is printing through a COM port should go to the MKBCM team (page 38)
 * 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 59)
 * Application Programming Interface calls (&quot;APIs&quot;) 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:
 * DosCallNamePipe - file system API - therefore owned by DISK (page 20)
 * DOSStartSession - session management - therefore OTHER (page 53)
 * DOS-WINDOW session-specific functions, such as those use to change the FONT size, MARK, COPY, etc. (see WPSHL page 68). Clipboard pasting problems should go to MKBCM (page 38).
 * DOS programs having sound card problems (for example, no sound is coming from a game) should go to MMDOS (page 50) 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.

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
 * DOS SESSION PROBLEM INFORMATION

(VMB = Virtual Machine Boot, VDM = Virtual DOS Machine)

VMB DOS Version: ____________________________________________________

Does the Application Run in &quot;Real&quot; 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 32) ____ 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 32) ____ SYSxxxx error:   SYS____________________________________ ____ Too many files open ____ TRAP-&gt; Fill in hang/trap information, page 32 ____ VDM session hang (CTRL-ESC works) ____ Only see blinking cursor, nothing else

Steps Required to Re-Create the Problem: ____________________________ ______________________________________________________________________ ______________________________________________________________________

HNGTR - Hangs or Traps That Cause the System to Halt or Fail
QUEUE NAME: HNGTR

The Hang-Trap team is responsible for problems that cause the system to halt or fail. This includes: If you are requested by a Support Center representative to obtain a dump, see 6.14, “The OS/2 Dump Process” on page 76 for complete instructions.
 * 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.
 * TRAPs and IPEs:
 * All IPEs (Internal Processing Errors) with NO trap registers above it. This is different from a TRAP in that the first line of the error starts with the words "Internal Processing...".
 * TRAPs that cause system halts with CS (of CS:EIP) ending in 0 or 8 and the EIP does not begin with 7
 * If the EIP starts with 7, the team description for the mode of the application (for example, DOSAP or WINAP). running at the time of the failure should be consulted
 * CREATEDD and DUMPFORMATTER problems
 * SHUTDOWN problems where all icons are gone from the desktop
 * Exceptions:
 * NO SYS errors, except for SYS3171 and SYS3175 errors in DOSCALL1.DLL
 * If not DOSCALL1.DLL, the team descriptions should be consulted for the owner of the module or file indicated in the error

Trap Messages Problem Information (32-bit)
If the message on the screen starts with “TRAP,” complete the following form to record the information exactly as it is displayed on the screen. _______ TRAP ________ ERRCD= _______  ERACC= ______  ERLIM= ________ EAX= ________ EBX=   _______  ECX=   ______  EDX=   ________ ESI= ________ EDI=   _______  EBP=   ______  FLG=   ________ CS:EIP= ____ : ________ CSACC= ______  CSLIM= ________ SS:ESP= ____ : ________ SSACC= ______  SSLIM= ________ DS= ____     DSACC= ________  DSLIM= ______  CR0=   ________ ES= ____     ESACC= ________  ESLIM= ______  CR2=   ________ FS= ____     FSACC= ________  FSLIM= ______ GS= ____     GSACC= ________  GSLIM= ______ THE SYSTEM DETECTED AN INTERNAL PROCESSING ERROR AT LOCATION # _____ : ________ - ____ : ________ _____, ____ ________ INTERNAL REVISION _. ___ DATE: ___/___/___ After you have recorded the information from the screen, place a check mark next to the type of session you were using when the system stopped. ___ OS/2      ___ DOS       ___ WIN-OS/2

Internal Processing Error Messages Problem Information (16 or 32-bit)
If the screen displays “INTERNAL PROCESSING ERROR” at the top of a message, complete the following form to record the information exactly as it is displayed on the screen. THE SYSTEM DETECTED AN INTERNAL PROCESSING ERROR AT LOCATION #  ____ :  ________ -  ____ :  ________ _____, ____     ________

INTERNAL REVISION _. ___ DATE: __ /  __ /  __

Hard Error Messages (SYSXXX) Problem Information (32-bit)
If the error message is displayed in a box with text followed by two choices, use the following to record the information on the screen.

First, use the lines below to record the message text exactly as it is displayed on the screen. __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Then, select DISPLAY REGISTER INFORMATION and use the fields below to record the information exactly as it is displayed on the screen. _______ P1= _______  P2=    _____  P3= ________  P4= ________ EAX= _______ EBX=   _____  ECX= _______  EDX= _______ ESI= _______ EDI=   _____

DS= _______  DSACC= _____  DSLIM= ______ ES= _______  ESACC= _____  ESLIM= ______ FS= _______  FSACC= _____  FSLIM= ______ GS= _______  GSACC= _____  GSLIM= ______

CS:EIP= ____ : ________ CSACC= ____  CSLIM= ________ SS:EIP= ____ : ________ SSACC= ____  SSLIM= ________ EBP= ________ FLG= ________

Hard Error Messages (SYSXXX) or Trap Messages (16-bit)
First, use the lines below to record the message text exactly as it is displayed on the screen. __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Then, select DISPLAY REGISTER INFORMATION and use the fields below to record the information exactly as it is displayed on the screen. AX= _____  BX=  _____  CX=  _____  DX=  ____  BP=  _____ SI= _____  DI=  _____  DS=  _____  ES=  ____  FLG= _____ CS= _____  IP=  _____  SS=  _____  SP=  ____  MSW= _____

CSLIM= _____ SSLIM= _____  DSLIM= ______  ESLIM= ______ CSACC= _____ SSACC= _____  DSACC= ______  ESACC= ______ ERRCD= _____ ERLIM= _____  ERACC= ______

INSTL - Problems Experienced During Installation
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:
 * Dual boot setup and installation
 * Selective install utility program
 * Installation over the network
 * DDINSTAL problems
 * Welcome Folder on a preinstalled system
 * Application Migration Utility program (up to the creation of the icon). After the icon is created, responsibility falls to the appropriate application.
 * 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.
 * 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.

Installation Setup: ____ Dual Boot      ____  Boot Manager      ____  OS/2 Only
 * OS/2 INSTALLATION PROBLEM INFORMATION

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 

MKBCM - I/O Problems (Excluding Disk, Print or Video)
QUEUE NAME: MKBCM

The mouse, keyboard, COM team is responsible for all I/O related problems that are not DISK, PRINT, VIDEO or DOSLAN. This includes:
 * Communications-port-related problems
 * Anything attached to a COM port including a mouse
 * Mouse and keyboard problems
 * Mouse performance problems
 * Scanners attached as COM devices
 * DOS and OS/2 Asynchronous communications applications (modem, BBS, FAX)
 * PMTERM and PMFAX productivity programs
 * Codepage support
 * Pointing devices other than a mouse, such as trackballs, tablets, and pens
 * Mouse and keyboard APIs and device interface
 * Virtual Device Drivers VKBD.SYS, VMOUSE.SYS and VCOM.SYS
 * PEN, PENDOS, PENOS2, Touch-sensitive screens

An integral part of the problem determination process for this team is deter- mining the Input/Output (I/O) addresses in use by the serial communications adapters which are identified by COMx. This chapter contains a detailed description of the Industry Standard Architecture (ISA) for the definition of the ports, and instructions for determining the I/O addresses in use. Reference 6.16, “Industry Standard (AT BUS) Architecture Overview” on page 82 for this information.

Where Does the Error Occur? ____ DOS                        ____  Virtual DOS Machine ____ OS/2                       ____  WIN-OS/2 ____ During boot up             ____  Not applicable
 * KEYBOARD PROBLEM INFORMATION

____ Other:  ________________________________________________

Is This a Dual Boot Machine? ____ Y      ____  N      ____  Not Applicable

Error Message or Number, If Any: ____________________________________

Application Name: ___________________________________________________

Keyboard BIOS Level if AMI: _________________________________________

MOUSE AND COMMUNICATIONS PROBLEM INFORMATION - HARDWARE
Error Message If Any: ____ SYS1201 VMOUSE not installed ____ SYS1201 COM.SYS not installed ____ SYS1201 VCOM.SYS not installed ____ SYS0099 device is already in use ____ SYS1798 device is already in use ____ SYS0049 device is not functioning ____ SYS????:  _________________________________________________

Problem Is With The: ____ mouse ____ external modem ____ internal modem ____ external port ____ PCMCIA modem ____ external modem and mouse ____ internal modem and mouse ____ internal pointer ____ external port and mouse ____ PCMCIA modem and mouse ____ IBM touch screen ____ OEM touch screen

Which I/O Port Is Involved? ____ COM1 ____ COM2 ____ COM3 ____ COM4 ____ COM? ____ PDI (PS/2 PORT) ____ serial card  COM=____ ____ BUS card     IRQ=____ ____ video card   COM=____   IRQ=____ ____ other:  ___________________________________________________ ____ not applicable

Where Does The Error Occur? ____ DOS (VDM) application ____ VMB application ____ OS/2 window or full screen application ____ WIN-OS/2 application ____ on boot up/IPL ____ everywhere ____ other (problem described below) ____________________________________________________________           ____________________________________________________________

COM1 and COM2 Configuration: ____ COM1: none            COM2: none ____ COM1: Mouse           COM2: none ____ COM1: Mouse           COM2: 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 6.16, "Industry Standard (AT BUS) Architecture Overview" on page 82 for IRQ information.) 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 84) ____ causes a trap, hang or IPE

Internal Modem on COM1 or COM2: ____ external COM1:  is disabled ____ external COM2:  is disabled ____ there is not an external COM1 ____ there is not an external COM2 ____ not applicable

Modem Manufacturer: _________________________________________________

Mouse Manufacturer: _________________________________________________

Type of Mouse: ____ Track Ball ____ 2-button mouse ____ 3-button mouse ____ Laptop Rail ____ Other:  ___________________________________________________ ____ Not applicable

LAN/Sound/Other Adapter? ____ LAN Adapter          IRQ:  ___________ ____ SOUND Adapter        IRQ:  ___________ ____ LAN IRQ: __________  and  Sound IRQ:  ___________ ____ OTHER:   __________  IRQ:  ___________

MOUSE AND COMMUNICATIONS PROBLEM INFORMATION - CONFIG.SYS
First Mouse Statement in CONFIG.SYS: ____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  _____________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  ___________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  ___________________________________________________

Second Mouse Statement in CONFIG.SYS: ____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  _____________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  ___________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  ___________________________________________________

Third Mouse Statement in CONFIG.SYS: ____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  _____________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  ___________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  ___________________________________________________

Fourth Mouse Statement in CONFIG.SYS: ____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  _____________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  ___________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  ___________________________________________________

Other mouse driver statements: _______________________________________ _______________________________________________________________________

DEVICE=x:\OS2\COM.SYS: ____ is 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

MOUSE AND COMMUNICATIONS PROBLEM INFORMATION - APPLICATION INFORMATION
Application Name: ___________________________________________________

Application Version: ________________________________________________

Application Vendor: _________________________________________________

The Application Is: ____ an OS/2 VIO application ____ an OS/2 PM application ____ a DOS application ____ a Windows 3.0 application ____ a Windows 3.1 application ____ a DOS serial communications application ____ a Windows serial communications application ____ a DOS LAN application ____ a Windows LAN application ____ other:  ___________________________________________________

The Application Can Be Obtained From: ____ the vendor (address:  ____________________________________) ____ BBS:  _____________________________________________________ ____ user will provide application ____ Shareware or public domain ____ don't know

The Application Has: ____ worked under OS/2 before ____ never worked under OS/2 ____ partially worked under OS/2

The Mouse Will: ____ work on desktop, not in application ____ work VDM full screen, not in WIN-OS/2 ____ work VDM WIN-OS/2, not in full screen ____ work desktop, VDM, not in WIN-OS/2 ____ work (problem described below) ___________________________________________________________           ___________________________________________________________      ____  not work in any session ____ not work in this application only ____ not work in VMB - DOS revision =  __________ ____ not work in VDM (DOS session) ____ work but erratic behavior ____ work but selects wrong objects ____ work fine - COM problem

The COM Application Is: ____ losing data ____ not keeping a connection ____ running slowly ____ not updating the screen ____ not finding the COM port ____ not starting from desktop ____ not starting at all ____ causing a trap ____ causing a SYS3176 or SYS3175 error ____ causing out-of-memory errors ____ not as fast as DOS (performance) ____ working fine - mouse problem ____ not closing port ____ not sharing port (working as designed)

DOS_SETTING - COM SELECT= ____ all ____ COM1 ____ COM2 ____ COM3 ____ COM4 ____ none

DOS_SETTINGs (1): ____ MOUSE_EXCLUSIVE_ACCESS=ON ____ MOUSE_EXCLUSIVE_ACCESS=OFF ____ not applicable

DOS_SETTINGs (2): ____ COM_DIRECT_ACCESS=OFF    COM_HOLD=OFF ____ COM_DIRECT_ACCESS=ON     COM_HOLD=OFF ____ COM_DIRECT_ACCESS=OFF    COM_HOLD=ON ____ COM_DIRECT_ACCESS=ON     COM_HOLD=ON

DOS_SETTINGs (3): ____ HW_ROM_TO_RAM=OFF        HW_TIMER=OFF ____ HW_ROM_TO_RAM=ON         HW_TIMER=OFF ____ HW_ROM_TO_RAM=OFF        HW_TIMER=ON ____ HW_ROM_TO_RAM=ON         HW_TIMER=ON

DOS_SETTINGs (4): ____ IDLE_SENSITIVITY=  ________ ____ IDLE_SECONDS=      ________

DOS_SETTINGs (5): ____ INT_DURING_IO=OFF        VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=ON         VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=OFF        VIDEO_FASTPASTE=ON ____ INT_DURING_IO=ON         VIDEO_FASTPASTE=ON

MMDOS, MMPM, MMVID and MMWIN - Multimedia Teams
QUEUE NAME: MMPM

The MMPM team is responsible for the multimedia extensions that are shipped with OS/2. This responsibility includes:
 * Installation of MMPM/2
 * Sound card configuration for MMPM/2
 * Usage questions for MMPM/2 (for example, how to play, edit, or copy a wave file)
 * System event associations
 * Hardware and software requirements to run MMPM/2 software
 * Problems related to MMPM/2 software
 * Sound adapter device drivers shipped with MMPM/2
 * The Multimedia extensions to OS/2 (the API)
 * Any problems with OS/2 multimedia applications that use the IBM multi- media 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).

MMPM/2 Version: _____________________________________________________
 * MULTIMEDIA PROBLEM INFORMATION

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: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

OTHER - Other Problems
QUEUE NAME: OTHER

The OTHER team is responsible for a collection of support areas:
 * Performance
 * The entire system must be experiencing a slow down
 * Exceptions:
 * Performance problems related to MOUSE or COM PORT (see MKBCM page 38).
 * DOS application performance problems (see DOSAP page 23).
 * WINDOWS application performance problems (see WINAP page 64).
 * 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.
 * Toolkit
 * Toolkit for OS/2 1.3, 2.0 and 2.1
 * Rexx, PMRexx
 * Dialog Editor (not Dialogs)
 * Icon Editor (not Icons)
 * Font Editor (not Fonts)
 * Resource Compiler
 * IPF Compiler
 * NMAKE, EXEHDR, MAPSYM, IMPLIB, MARKEXE, MKMSG, MSGBIND
 * LINKer (Link386 and Link)
 * CVP (CodeView)
 * NOTE: ONLY PROBLEMS WITH THE TOOLS THEMSELVES BELONG HERE.
 * OS/2 Applications
 * All OS/2 application problems that are not addressed by any other team. This includes:
 * Productivity programs (NOT PMTERM and PMFAX, see MKBCM page 38)
 * ISV applications (like Lotus 123G, Corel, PMWORD)
 * Customer-written applications that ARE NOT addressed by other teams (this is API-type specific)
 * Lockup utility program
 * Exceptions:
 * Printing problems to go PRINT, serial communications problems go to MKBCM, disk access problems go to DISK, etc..
 * 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
 * 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

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
 * OTHER PROBLEM INFORMATION

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: ____________________________________ __________________________________________________________      __________________________________________________________

Print - Print Output Problems
QUEUE NAME: PRINT

The PRINT team is responsible for problems related to printer drivers or print subsystem failures:
 * 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.
 * Printer drivers
 * Printer performance
 * Port configuration (anything using an LPT port)
 * Print Objects, local and network
 * Spooler Object in System Setup Folder (following same guidelines as Print Object)
 * COM port redirected print
 * Spooler APIs
 * Network Independent APIs (use of NWAPI.DLL)
 * 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 68).
 * Exception: If the INI problem is caused by the creation or deletion of the printer object, it is handled by PRINT (page 59).
 * Windows application printing (see WINAP page 64).
 * Problems related to an application printing directly to a COM device - not using printer object (see MKBCM page 38).

I/O Card Name (if not on planar): ____________________________________
 * PRINT PROBLEM INFORMATION

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: _________________________________________________ _______________________________________________________________________ _______________________________________________________________________

Video - Graphical Output Problems
QUEUE NAME: VIDEO

The video team is responsible for all graphical output:
 * Video problems in DOS, Windows, OS/2 sessions
 * Video retrace performance
 * Video retrace, synchronization and distortion problems
 * Resolution differences (VGA, SVGA, XGA, etc.)
 * Dual screen support
 * Touch screen support
 * Font problems
 * Font and color palettes
 * VVGA, VSVGA and VXGA.SYS (virtual video drivers)
 * DOS video-related settings
 * Video installation utility programs (DSPINSTL.EXE, RSPDSPI.EXE, SVGA.EXE)
 * Image Adapters (for initial problem determination, for example OS/2 versus Image Adapter support)
 * The video team is also responsible for the following APIs:
 * VIOx APIs
 * GPIx APIs
 * Device Context problems (for example, DevOpenDC API)

Video Mode in Use: ____ CGA            ____  EGA               ____  Monochrome ____ VGA            ____  SVGA              ____  XGA ____ XGA-2          ____  Image Adapter
 * Video Problem Information

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: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

WINAP - Windows Applications and WIN-OS/2 Subsystem Problems
QUEUE NAME: WINAP

The Windows Application team is responsible for all problems associated with Windows applications and the WIN-OS/2 subsystem:
 * Windows applications and API compatibility
 * Windows settings and INI file settings
 * Windows printing, provided that printing from OS/2 works without a problem
 * 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 38)
 * 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 89)
 * Applications' execution and configuration problems are handled by WINAP
 * Windows device driver problems should be routed as follows:
 * Windows video device drivers to VIDEO (page 62)
 * Windows Multimedia device drivers to MMPM (page 50)
 * Windows network device drivers to Novell or LAN
 * All other Windows device driver problems are handled by the WINAP team
 * 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 35). The WINAP team will handle incorrect Windows application settings listed in the migration database.
 * Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE
 * 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.

Video Mode in Use: ____ CGA            ____  EGA               ____  Monochrome ____ VGA            ____  SVGA              ____  XGA ____ XGA-2          ____  Image Adapter
 * WINAP Problem Information

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: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

WPSHL - PM and Workplace Shell (WP) Related Problems
QUEUE NAME: WPSHL

The Workplace Shell team is responsible for PM and Workplace Shell (WP) related problems:
 * All Workplace Shell objects and methods, except print object when the failure is due to spooler function and non-SOM methods
 * All objects in the System Setup Folder except:
 * Spooler (see PRINT page 59)
 * Clipboard Viewer (see OTHER page 53)
 * HelpManager (see OTHER)
 * Selective Install, Application Migration and Device Driver (see INSTL page 35)
 * Color palette or font palette (see VIDEO page 62). If settings can't be saved, it is handled by the WPSHL team.
 * Object repaint problems and icon presentation problems, except non- Workplace Shell object code
 * User interface problems that are not video-hardware-related
 * 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).
 * LAN-Aware Shell
 * OS/2 Clipboard and DDE (OS/2 -> OS/2)
 * DOS and WINDOWs session-specific functions such as changing the font size, MARK, COPY, etc., are owned by WPSHL. Clipboard pasting problems should go to MKBCM first (page 38).
 * PM session manager initialization module, message loop, main window proc (PMSHELL)
 * Exception: Not base session manager, DosStartSession, DosCalls, etc. (see OTHER page 53)
 * PMVIOP (window-oriented problems, for example window sizing, scrolling, and vertical bar)
 * Exceptions:
 * If desktop problems occur immediately after installation but all the disks were not installed, see INSTL (page 35)
 * If the Desktop directory or WP_ROOT._SF file is not created during installation, see INSTL (page 35)

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

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:  ___________________________________________________
 * WPSHL Problem Information

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 32.) 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: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

PCDOS - PC DOS Problems
QUEUE NAME: PCDOS

The PC DOS team is responsible for all problems in IBM PC DOS: DO NOT CONFUSE PC DOS WITH DOS COMPATIBILITY IN OS/2 - SEE THE DOSAP QUEUE
 * All PC DOS defects
 * Support for all PC DOS modules, including:
 * Memory Management utility programs and drivers (EMM386.EXE, HIMEM.SYS, MEM, etc.)
 * FDISK and partitioning problems
 * Installation problems
 * Device Drivers (MOUSE.COM, SMARTDRV.SYS, FASTOPEN.EXE, etc.)
 * PC DOS Editor (EDIT.COM, E.EXE)
 * PC DOS utility programs
 * Backup, Undelete, Scheduler, Antivirus, Compression, Defrag
 * PCMCIA
 * Application problems in which DOS is at fault
 * IBM PC DOS DOSSHELL
 * Taskswapper
 * All shell utility programs
 * Printing from within DOS
 * PRINT.COM
 * MODE.COM and redirected print
 * Network problems where DOS is at fault
 * IBM computers preinstalled with PC DOS are NOT supported by this team. Problems with preinstalled systems should be addressed to their respective Support Centers:
 * PS/1 software support: 919-543-9708
 * ValuePoint & ThinkPad machines: 1-800-PS2-7772
 * 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

NOTE: The PCDOS team requires only that the “Hardware and Software Configuration Information” be available when calling for support (see page 19).

The OS/2 Dump Process
A utility program exists in OS/2 to dump all of physical memory to diskette. The dump is helpful in some situations to identify a failing component in an OS/2 system. The TRACE utility program must be running for ALL dumps. Note that the TRACE utility is a separate function from the DUMP utility program.

There are two types of dumps:
 * 1) Automatic dump (only useful for Ring 3 traps)
 * 2) Manual dump (to be used for hangs, and traps that are not Ring 3)

The situation determines which type of dump is needed. IBM OS/2 Support will help you determine which process is correct for your situation. 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).   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 &quot;Ctrl+Alt&quot; and then press "Num Lock" twice. This starts the dump process. (This assumes the keyboard is not locked.)   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.   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
 * 1) Starting the Trace
 * 2) * 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.)
 * 3) * For OS/2 2.X, add the following lines to CONFIG.SYS then reboot the machine:
 * TRACEBUF=63 TRACE=ON
 * 1) The Dump Process - The Dump Diskettes (preparing the diskettes for the memory dump)

6.15 VIRTUAL DEVICE DRIVERS AND DOS_SETTINGS/WINDOWS_SETTINGS
The following table defines which queue owns the various Virtual Device Drivers, DOS_SETTINGs and WINDOWS_SETTINGs. See the OS/2 VIRTUAL DEVICE DRIVER PROGRAMMING REFERENCE for more detailed information (interrupt numbers, more descriptive text, etc.).
 * 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

6.16 INDUSTRY STANDARD (AT BUS) ARCHITECTURE OVERVIEW
The original Industry Standard Architecture (ISA) machine (the IBM PC-AT) allowed for the definition of up to four serial communications ports. However, there has never been any hardware architectural standard that defined the I/O port addresses or Interrupt Request (IRQ) lines associated with serial ports #3 or #4. Over the years a convention was established which places the port addresses for COM3 and COM4 at 03E8 and 02E8 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 sen- sitive” interrupts. Edge triggered interrupts can only be sensed for a very short period of time. If a second interrupt arrives from another adapter while the first interrupt is still being processed, then the second inter- rupt will be lost. Also, if two adapters are sharing the same PHYSICAL IRQ then the processor does not know which adapter (and therefore which OS/2 session) should get the Interrupt Request (IRQ). In a single tasking oper- ating system such as DOS, the sharing of interrupts is not a problem as only one application is in use at a time. OS/2, however, presents a different set of problems. If we have two, three, or four serial communications adapters, the probability is now pretty high that we might try to use two or more of them at the same time. If some of them have previously been set up using shared interrupts, then the stage is set for mysterious things to happen that probably didn’t happen under DOS.

ISA BUS ARCHITECTURE
On an ISA machine there are a total of 15 IRQ levels available. These inter- rupts are determined by the two INTEL 8259a (or compatible) Programmable Interrupt Controllers (PIC). Each PIC is capable of handling 8 Interrupt ReQuest lines (IRQ) but IRQ2 of the first pic is cascaded (or linked) to IRQ9 of the second PIC. Any adapter which is physically configured (or “jump- ered”) to IRQ2 will recognized by OS/2 as IRQ9. This is defined by the hard- ware and not the OS/2 operating system. The standard settings, in order of priority, follow: Table 1. IRQ Assignments. This table shows the typical assignments of IRQ’s in both ISA and MCA class computers.

NOTE: On the IBM-AT (ISA bus) the IRQ9 pin is identical with the IRQ2 pin on the original IBM-PC. If you have an older, 8-bit adapter whose doc- umentation states that it uses IRQ2, then be aware that this will actually be seen as IRQ9 when plugged into the 16-bit ISA bus.

OS/2 can detect that an interrupt line is shared and will disallow the simul- taneous use. Assume that COM1 and COM3 were sharing IRQ4 (a fairly common real situation). If we tried to use both COM ports at the same time, OS/2 would refuse to allow the second one to start. A well-written OS/2 communi- cations program would see and report the error from OS/2 that the port could not be opened. A DOS application, however, will likely be unprepared to respond to this strange situation, and may simply hang, waiting for the port that will never open.

To avoid these problems, make sure that all of your hardware adapters have their own unique I/O addresses and IRQ assignments. Unfortunately, on an ISA machine, OS/2 has no way to query the computer to find out what these set- tings are. Therefore, after checking and setting the adapters according to the instruction manuals, you must also tell OS/2 what you’ve done by placing explicit information into the CONFIG.SYS file.

6.16.2 ISA INTERRUPT REQUEST LEVELS AND I/O ADDRESSES
The Industry Standard Architecture (ISA) computers use EDGE triggered inter- rupts (versus LEVEL triggered interrupts used in Microchannel Architecture (MCA) computers). OS/2 2.x only supports interrupt sharing on MCA computers. The reason that interrupt sharing is not supported on ISA computers is a lim- itation of the ISA architecture (edge triggered interrupts) and performance. Every adapter in an ISA computer must have a unique IRQ which is PHYSICALLY defined by hardware jumpers or logically defined by software supplied by the vendor of the adapter. The adapter and not OS/2 determines the IRQ settings. The same can be said for I/O addresses.

6.16.3 DETERMINING IRQS FOR ISA COMPUTERS

 * On an ISA computer, the only reliable way to verify the IRQ settings for every adapter is to manually inventory each adapter. You usually do not have to worry about the parallel ports, the disk drives or the Math Coprocessor (if one is installed). There are some utilities available for DOS which may be able to indicate if you have an IRQ conflict.
 * If 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.

DETERMINING I/O ADDRESSES
There is a technique available for determining which Input/Output (I/O) addresses are in use by the serial communication adapters which are identi- fied by COMx. For other types of adapters, you will have to manually inven- tory each adapter. You usually do not have to worry about the parallel ports, the disk drives or the Math Coprocessor if one is installed. The technique to determine which I/O addresses are in use is detailed below:

  Start a DOS Full Screen Session (command prompt).   Enter DEBUG and press the enter key. </li>  At the ‘-’ prompt, enter D 40:0 and press the enter key. </li>  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. </li></ol> NOTE 1: If the above procedure shows &quot;E8 02&quot; in COM3's address posi- tion, there  is NOT a serial communication adapter defined as             COM3 and there is a serial communication  adapter  defined  as             COM4. Reference the following section.

NOTE 2: If COM1 or COM2 slots are equal to zero (00 00) AND you have a serial  mouse  plugged  into  the port in question, this is             normal. The MOUSE.SYS driver enters zeros for  the  port  it             owns  so  that  other  drivers (i.e. COM.SYS) do not interfere with the port. <ol start="5" style="list-style-type: decimal;"> Enter Q and press the enter key to leave DEBUG.</li></ol>

The following section shows various location 40:0 scenarios.

Location 40:0 Scenarios
This section gives the user some common scenarios to look for when debugging location 40:0. Note that a serial device could be an external serial (COM) port, internal modem or some other specialized serial device. Also note that DEBUG can be run in NATIVE DOS to confirm posting of port addresses to location 40:0.

NOTE: The CONFIG.SYS line shown in the examples is what you would expect the customer to have set so that the DEBUG 40:0 matches. These examples are not always valid and are noted in each individual case.

<ol style="list-style-type: decimal;">  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. </li>  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. </li>  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. </li>  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. </li>  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. </li>  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). </li>  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). </li></ol>

6.16.5 ISA, OS/2 AND PARALLEL PORTS
The printer port addresses and IRQ levels are hard coded in OS/2 as follows: PORT | I/O ADDRESS | IRQ ————–+—————–+————————————- LPT1 | 3BC or 378 | IRQ7 ————–+—————–+————————————- LPT2 | 278 | IRQ5 | 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.

6.16.6 ISA AND OS/2 SUMMARY
Even though there is some flexibility for printer and COM port assignments, try to stick to the standard assignment as shown in the IRQ table above.

The I/O addresses and IRQs are determined by the HARDWARE. The parameters passed to COM.SYS DO NOT change the hardware; these parameters are a reflection of the physical hardware settings.

Available interrupts, in order of priority, are: IRQ9, IRQ10, IRQ11, IRQ12, IRQ15, IRQ3 (if not used for COM2), and IRQ5 (if not used for LPT2).

Physical addresses and interrupts can be indicated in OS/2 to the communi- cation drivers. Usual default settings follow:
 * COM1 - 03f8 - IRQ 4 (OS/2 & industry default)
 * COM2 - 02F8 - IRQ 3 (OS/2 & industry default)
 * COM3 - 03E8 - (industry practice)
 * COM4 - 02E8 - (industry practice)

There is no OS/2 default setting for COM3 and COM4. It must be specified by the device=x:.SYS statement (where x: is the installed drive) in the config.sys file.

An example of address and interrupt assignments follows:
 * COM1 - 03F8,IRQ4
 * COM2 - 02F8,IRQ3
 * COM3 - 03E8,IRQ5 (IRQ5 not being used by LPT2)
 * COM4 - 02E8,IRQ10 (would require a 16 bit adapter)
 * LPT1 - 378,IRQ7

If interrupt devices are occasionally losing data, try moving to a higher priority unused interrupt.

NOTES ON MICROCHANNEL ARCHITECTURE MACHINES
OS/2 2.x requires no extra configuration for Microchannel Architecture (MCA) computers. MCA computers have the ability to share interrupts although for best performance, you should try to limit the number of devices sharing IRQ4 and IRQ3 which are used for COM1, COM2 and COM3. On a MCA machine, COM1 is defined as IRQ4, I/O address 3f8, COM2 is defined as IRQ3, I/O address 2f8, COM3 is defined as IRQ3, I/O address 3220 and COM4 is defined as IRQ3, I/O address 3228.

OS/2 LAN Systems Team Descriptions and Required Problem Information
Support for the LAN Systems products is divided into 5 work groups (queues). They are: 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.
 * 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 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.

OS/2 LAN Server Problems
QUEUE NAME: SERVER

The SERVER team is responsible for the following:
 * Problems affecting more than one user, more than one requester, or the server itself
 * Problems affecting the same userid on different machines
 * 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)
 * 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)
 * Problems with synchronization of additional servers
 * NET.ACC problems
 * UPM (User Profile Management) problems if UPM is accessing the server (that is, if the UPM is not local)
 * Problems related to 386HPFS, local security, or fault tolerance
 * Alias and ACP (Access Control Profile) problems
 * Net Requester Full Screen Interface problems (such as incorrect output)

OS/2 LAN Requesters/Remote IPL (RIPL) Problems
QUEUE NAME: OS2REQ


 * Problems installing LAN Requester code
 * Problems starting LAN Requester with a NETXXXX error logged in LANTRAN.LOG
 * Problems accessing network resources, trouble with drive assignments, and trouble accessing files across the network
 * Problems with LAN Requester functions, such as LAN Requester Full Screen Interface, LAN Requester documentation, and messaging
 * Problems starting RIPL workstation

DOS LAN Requester/PC LAN Program Problems
QUEUE NAME: DLR

The DOS LAN Requester(DLR)/PC LAN Program team is responsible for:
 * Problems occurring on a single DLR machine
 * Problems affecting DLRs but not OS/2 Requesters
 * Problems affecting DLRs but not unique to a specific userid
 * Problems with loaded memory managers
 * Problems affecting DLRs where DMXx.SYS drivers are loaded and message can be sent to machine name via NET SEND

OS/2 LAN Application Problems
QUEUE NAME: LSAPPS

The LAN Applications team handles the following problems:
 * 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
 * LAN Adapter and Protocol Support (LAPS)
 * Problems with the installation and configuration of protocols and adapter drivers
 * 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
 * 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
 * Network SignOn Coordinator (NSC)
 * 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
 * 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
 * Network Application Programming Interfaces (API)
 * Problems involving the APIs of LAN Server, DLR, SPM/2, and UPM
 * LAN Distance
 * Problems configuring the connection server and remote workstation
 * Problems configuring or setting up modems (NIF files)
 * 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

LAN-RELATED TRAPS AND HANGS
QUEUE NAME: TRAP

The TRAP team handles all LAN-related traps and hangs:
 * All Internal Processing Errors (IPE)
 * TRAP from which the system cannot recover
 * Entire system hangs that prevent all user input
 * Exceptions:
 * For SYSxxxx failures (such as SYS3175) that detect a failing process, see the appropriate support team.

LAN Systems Problem Information - General
You may be asked to provide the following general problem-determination information when working with IBM LAN Systems Support.

LAN SYSTEMS PROBLEM INFORMATION - Software
Level of code Domain           Additional    OS/2 Controller       Servers       Requesters

Base OS/2 CSD/ServicePak  ___________       __________    ___________

LAN Services CSD/ServicePak  ___________       __________    ___________

Extended Services CSD/ServicePak  ___________       __________    ___________ (if applicable)

Level of code on all DOS LAN Requesters involved ______ DOS level ______ LAN Support Program level ______ DLR level

OEM network programs co-existing on network ________________________ ______________________   ________________________  _______________________

User's applications on the network ________________________ ______________________   ________________________  _______________________ </PRE>

LAN SYSTEMS PROBLEM INFORMATION - HARDWARE
_________ Model of the failing machines _________ Speed of the failing machines _________ Type of network adapter involved

Printer information _________ Printer type _________ Drivers (list all) _________   _________

GENERAL NETWORK PROBLEM INFORMATION
Type of network (check one) ___ Token-ring ___ Ethernet ___ Other (list) ________________

_______ Data rate

Size of network _____ Number of domains _____ Number of additional servers _____ Number of requesters

Description of general network topology (bridges) ______________________________________________________________   ______________________________________________________________

LAN SYSTEMS ERROR MESSAGES PROBLEM INFORMATION
Complete error message from all errors displayed on the screen ______________________________________________________________   ______________________________________________________________    ______________________________________________________________

All pertinent messages from the NET ERROR log ______________________________________________________________   ______________________________________________________________    ______________________________________________________________

Return codes _______, _______, _______

First 2 pairs of hex digits from NCB errors _____, _____

Complete errors from the LANTRAN.LOG or ACSLAN.LOG ______________________________________________________________   ______________________________________________________________    ______________________________________________________________

LAN SYSTEMS PROBLEM DOCUMENTATION
Description of the problem ______________________________________________________________   ______________________________________________________________    ______________________________________________________________    ______________________________________________________________

Re-creation scenario (if reproducible) ______________________________________________________________   ______________________________________________________________    ______________________________________________________________    ______________________________________________________________

Suggestion/results ______________________________________________________________   ______________________________________________________________    ______________________________________________________________    ______________________________________________________________

Network load at time of error ______________________________________________________________   ______________________________________________________________

Frequency of the problem ___________

Consistency of the problem ____________

History of the problem: Has it ever worked? When did it start? ______________________________________________________________   ______________________________________________________________

Relevant files (IBMLAN.INI, PROTOCOL.INI, CONFIG.SYS, etc.) _____________ _____________ ____________ ____________    _____________ _____________ ____________  ____________ After the initial problem information is gathered, the problem may be transferred for further problem determination to specific groups on the LAN analyst team.

OS/2 EE/ES Database Manager Team Descriptions and Required Problem
INFORMATION

Support for the OS/2 Extended Edition and Extended Services Database Manager products is divided into 5 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.

Database Manager Engine (Database Services) Problems
QUEUE NAME: DBENG

This team addresses problems in the following areas:
 * Locking
 * Logging/Transaction Management/Forward Recovery
 * DBM Utilities (Reorg, Runstats, Backup, Import, Export)
 * SQL (DDL, DML) - general queries or incorrect query results
 * STARTDBM/STOPDBM
 * Indexing
 * Referential Integrity
 * Performance/Tuning

APIs and Application Programming Problems
QUEUE NAME: DBMAPI

This team addresses problems in the following areas:
 * Precompile or bind problems
 * Specific API problems
 * Cursors
 * Static/dynamic SQL
 * ARI (Applications Remote Interface)
 * Query Manager Callable Interface
 * SQL User Exit (SQLUEXIT)

Remote Data Services Problems
QUEUE NAME: DBMRDS

This team addresses remote data services problems:
 * Failure to connect (APPN, NETBIOS or SQLLOO) to DBM server
 * Communications errors on remote database open
 * Problems that do not occur when run locally
 * Remote program download

Database Manager Front Ends (Query Manager, CLI, Database Tools) Problems
QUEUE NAME: DBMFE

This team addresses problems in the following areas:
 * Query Manager objects
 * Queries/Reports
 * Procedures
 * Panels
 * Menus
 * Forms
 * Profiles
 * Command line interface
 * Problems running the interface itself and not just errors while running specific commands using the interface
 * Configuration, Directory, or Recovery tools

Other Problems
QUEUE NAME: DBMOTH

This team addresses problems in the following areas:
 * Data integrity loss
 * Database recovery errors
 * Abends or errors accessing specific tables
 * TARRR/Resetlog problems or questions
 * Unusable data in reports
 * Interaction with other products (CICS, POMS, PMPS, LNM, etc.)

Database Manager Problem Information
The following general problem-determination information may be requested when working with IBM Extended Edition or Extended Services Database Manager Support.

Software and Hardware Information
SOFTWARE                         Level of code

Database Client      Server CSD/SelectPak levels  ____________          _______________ Additional SQL modules ____________         _______________

HARDWARE _________ Model of the failing machine _________ Speed of the failing machine _________ Memory on failing machine _________ Available disk space on failing machine

ERROR MESSAGES Specific error message SQL ____________________________________________________________ QRW ____________________________________________________________ DBM ____________________________________________________________ Other____________________________________________________________

RETURN CODES ON SPECIFIC ERRORS SQL0902C _________ QRW2272W _________ SQL30080N _________

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

8.6.2 GENERAL PROBLEM INFORMATION
Is the database accessible? Y or N

Does the error occur on open or recovery of database? Y or N

Does the error occur in: Query Manager            Y or N        Command Line Interface    Y or N        User Application          Y or N

If user application, what language and compiler were used? Language ________________________________ Compiler ________________________________

Re-creation scenario ________________________________________________________________   ________________________________________________________________    ________________________________________________________________    ________________________________________________________________    ________________________________________________________________    ________________________________________________________________

Has the function/application ever worked? Y or N 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.

NetWare Team Descriptions and Required Problem Information
Support for the NetWare products is divided into 5 work groups (queues). They are: 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.
 * 1) NetWare Version 4
 * 2) NetWare Communications
 * 3) NetWare Requester
 * 4) NetWare Other
 * 5) NetWare Server

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.

NetWare Version 4 Problems
QUEUE NAME: NW40

This queue addresses problems with NetWare version 4.0.

NetWare Communications Problems
QUEUE NAME: NCOMM

This queue addresses problems with the following products:
 * NetWare 3270 LAN Workstation for DOS v3.0
 * NetWare 3270 LAN Workstation for Macintosh v1.1
 * NetWare 3270 LAN Workstation for Windows v1.2
 * NetWare Access Services (NAS) v1.3
 * NetWare Asynchronous Communications (NACS) v3.0
 * NetWare Communications Services Manager v1.0
 * NetWare Hostprint v1.0
 * NetWare for SAA v1.3
 * NetWare SNA Links (single) v1.0
 * NetWare Vector Graphics Option v3.0

NetWare Requester Problems
QUEUE NAME: NWKSTA

This queue addresses problems with the following products:
 * NetWare DOS Client
 * NetWare Requester for OS/2 v1.3
 * NetWare Requester for OS/2 v2.0
 * NetWare Lite v1.1

NetWare Other Problems
QUEUE NAME: NWOTHR

This queue addresses problems with the following products:
 * NetWare LANalyzer for Windows v2.0
 * NetWare Services Manager v1.3b

NetWare Server Problems
QUEUE NAME: NWSRV

This queue addresses problems with the following products:
 * NetWare v2.2
 * NetWare v3.11
 * NetWare Flex/IP v1.2
 * NetWare FTAM v1.2
 * NetWare NFS v1.2b
 * NetWare Runtime
 * NetWare for Macintosh (NLM) v3.011
 * NetWare Name Services (NNS)

NetWare Problem Information
The following general problem-determination information may be requested when working with NetWare support.

NetWare Problem Information - Software
Level of NetWare code on NetWare servers

_________ NetWare operating system version _________ Corrective service applied

DOS workstation:      Level of NetWare     Level of IBM code

DOS version          _____________        _____________ DOS corrective service level      _____________        _____________ IPX or ODI? _____________       _____________     Shell Version         _____________        _____________ NetWare client corrective service applied            _____________        _____________

NetWare Requester for OS/2:

OS/2 version         _____________        _____________ OS/2 corrective service/Service Pak applied        _____________        _____________ Version of NetWare requester          _____________        _____________ NetWare corrective service/NSD applied _____________       _____________

Version of failing applications ___________________________    ___________________________     ___________________________

Server _______________ NLM/VAP loaded _______________ LAN drivers _______________ Disk drivers _______________ NAME SPACE loaded

NetWare Problem Information - Hardware
_______________ Brand of failing machine _______________ Model of failing machine _______________ Speed of failing machine _______________ Type of network (token-ring, Ethernet, etc.) _______________ Brand of LAN adapters involved _______________ Model of LAN adapters involved

Printer information (if applicable) ________________ Brand of printer ________________ Model of printer ________________ Printer driver name ________________ Printer version ________________ Printer setup/configuration information ___________________________________________________________    ___________________________________________________________

General Network Problem Information
Bridges/routers in use ___________________________________________________________    ___________________________________________________________     ___________________________________________________________

Bridge/router between workstations and servers ___________________________________________________________

Complete error messages from all errors displayed on    workstation and server screens ___________________________________________________________    ___________________________________________________________     ___________________________________________________________

Server error log entries in time frame of reported failure ___________________________________________________________    ___________________________________________________________     ___________________________________________________________

NetWare Problem Description
Description of problem ___________________________________________________________    ___________________________________________________________     ___________________________________________________________

Steps to re-create problem ___________________________________________________________    ___________________________________________________________     ___________________________________________________________

History of recent hardware/software changes on    workstations ___________________________________________________________    ___________________________________________________________

History of recent hardware/software changes on servers ___________________________________________________________    ___________________________________________________________

Network load at time of failure ___________________________________________________________    ___________________________________________________________

Does application fail if run only from workstation? Y   N

Has "it" ever worked? Y    N

Is this a new installation? Y    N </PRE>

Appendix A. Definition of Terms
The following are definitions of many of the terms used in this document.

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: This sequence will be counted as one Incident when charged against the customer's Solution Block.
 * CALL
 * The initial request for assistance
 * Offline research
 * A callback from IBM to the customer
 * Closure

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.
 * DEFECT

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.
 * ENTITLED SERVICE

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.
 * INCIDENT (PROBLEM)

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.

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.
 * INCIDENT 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.

Interrupt ReQuest lines
 * IRQ

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.
 * TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM

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 EXPERT

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.
 * PRODUCT SPECIALIST

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.
 * QUEUE

ServicePak refers to a collection of many fixes distributed and installed as a package.
 * SERVICEPAK

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 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

TalkLink provides customers the ability to review information electronically, submit questions or requests and receive answers or information.

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.
 * TECHNICAL SPECIALIST

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.
 * TIME ZONES

The following are the national holidays in the U.S. that affect the Support Center:
 * U.S. NATIONAL HOLIDAYS
 * January 1 - New Year's Day
 * Last Monday in May - Memorial Day
 * July 4 - Independence Day
 * First Monday in September - Labor Day
 * Fourth Thursday in November - Thanksgiving Day
 * December 25 - Christmas Day

If any of the above days falls on a weekend, the adjacent weekday becomes the holiday.

Virtual DOS Machine Virtual Machine Boot
 * VDM
 * VMB

Appendix B. Personal Systems Software Products
The following is a list of the products supported by Software Solution Services, and which adhere to the guidelines set forth in this document.


 * “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.

Appendix C. Technical Education
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.

OS/2 OPERATING SYSTEM
The following class is available for the OS/2 operating system:


 * TITLE: OS/2 Hang and Trap Analysis Workshop

FORMAT: Workshop at IBM Boca Raton

SPONSOR: OS/2 System Technical Support

OBJECTIVE: To transfer to the student all of the following:
 * The ability to diagnose the CAUSE of a trap occurring on OS/2.
 * A familiarity with both of the major OS/2 debugging tools.
 * 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.

130 Personal Systems Software Products Support Center User’s Guide

CICS OS/2
The following two classes are available for CICS OS/2:

TITLE: CICS OS/2 Installation and Configuration Assistance

FORMAT: At customer account

SPONSOR: CICS OS/2 Level 2

OBJECTIVE: After completion of visit, the customer should have:
 * A fully operational CICS OS/2 environment.
 * 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:
 * Determine if a problem is caused by an application or a system failure.
 * 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.

OS/2 DATABASE MANAGER
The following class is available for OS/2 Database Manager:

TITLE: Database Manager for OS/2 Problem-Determination Education

FORMAT: At customer account, or at Toronto Lab

SPONSOR: Level 2 OS/2 Database Manager Service

OBJECTIVES: During the class, the instructors will:
 * Familiarize customers with the various Database Manager debugging tools available.
 * Provide customer with hands-on experience with these tools.
 * 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:
 * SQLTRC, TRACE and SQLJTRC
 * .INX, .DAT and .LF file analysis
 * .TARRR/DART
 * Locking and process analysis
 * Client/Server Communication problem determination/problem-source identification
 * 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.

Appendix D. Trademarks and Registered Trademarks
Audio Visual Connection, BookManager, Communications Manager/2, C Set/2, DB2, DisplayWrite, HelpCenter, HelpWare, IBM, ImagePlus, LAN NetView, LAN NetView Fix, LAN NetView Manage, LAN NetView Monitor, LAN NetView Scan, LAN NetView Monitor, LAN Server, Micro Channel, NetView, Operating System/2, OS/2, Pen for OS/2, Personal System/2, Presentation Manager, PS/1, PS/2, Systems 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: