IBM PSP Developer Support News - 1994 - Issue 3

IBM Personal Software Products

Developer Support News

1994 Issue 3 - 15 February 1994


 * SPECIAL NOTICE

This newsletter is one of two newsletters being issued at the same time. The other newsletter is 1994 Issue 2.

Issue 2 is the regular monthly newsletter.

Issue 3 consists of only one article, the IBM Personal Software Support Center User Guide, a comprehensive guide to the services offered by the IBM Personal Software Support Center. The guide is divided into major areas of support -- OS/2 and PC DOS, LAN Systems, Database Manager, and NetWare. Listed within each major area are several teams handling specific problems. Also included for each major area are lists of problem information that you should gather before calling for support. An ISA bus architecture overview, definitions of terms, a list of supported products, and relevant technical education courses are also provided.

NOTE TO READERS OUTSIDE THE UNITED STATES: Although this guide is oriented toward support in the United States, some portions of it are of value to readers elsewhere, particularly the comprehensive lists for gathering problem information, and the ISA bus architecture overview.

Contents
Team 1. DISK - Hard-Disk-Related and File-System-Related  suptdisk Problems
 * IBM Personal Software Support Center User Guide
 * A comprehensive guide for making the best use of the IBM Personal Software Support Center.
 * NOTE: The entire guide is 4,138 lines long. To help you find particular sections, the contents are listed below, along with search codes.
 * Using the IBM Support Center
 * Before you call support. Placing your call. How support handles your call. Defect resolution. Closing a PMR. Escalation procedures. IBM Personal Systems HelpCenter.
 * TALKLink
 * Initiating and installing TALKLink. Using TALKLink. Solving problems.
 * Reporting Problems Via CompuServe or Internet
 * Accessing the OS/2 CompuServe forums. Reporting a suspected code defect.
 * Reporting Problems Via PRODIGY
 * How to submit problems.
 * OS/2 Defect Reporting Form
 * This is the form found on CompuServe and PRODIGY.
 * OS/2 and PC DOS Team Descriptions and Required Problem Information
 * List of 15 teams. Basic information to collect. Hardware and software configuration information.
 * NOTE: For each team, this guide describes its mission, the kinds of problems it handles, and the exceptions that it does not handle (as well as which team does). Also, for each team, this guide provides comprehensive lists of information that you should gather prior to calling for support.

Team 2. DOSAP - DOS Application and DOS Session Problems  suptdosc

Team 3. HNGTR - Hangs or TRAPs that Cause the System to   supthang Halt or Fail

Team 4. INSTL - Problems Experienced During Installation  suptinst

Team 5. MKBCM - Mouse, Keyboard, and COM Problems,        suptmkc Excluding Disk, Print, and Video

Team 6. MMPM - Multimedia Extensions Shipped with OS/2    suptmmpm

Team 7. MMDOS - DOS Multimedia Programs Running on OS/2   suptmmd

Team 8. MMWIN - Windows Multimedia Programs Running on    suptmmw OS/2

Team 9. MMVID - Ultimotion Video IN Problems              suptmmv

Team 10. OTHER - Performance, Toolkit, Memory, ... suptothr

Team 11. PRINT - Print Output Problems                    suptprnt

Team 12. VIDEO - Graphical Output Problems                suptvdo

Team 13. WINAP - Windows Applications and WIN-OS/2        suptwnap Subsystem Problems

Team 14. WPSHL - PM-Related and Workplace Shell-Related   suptwps Problems

Team 15. PCDOS - PC DOS Problems                          suptpdos

OS/2 Dump Process                                           suptdump Two kinds of dumps. Starting the trace. Preparing the diskettes. Automatic dump. Manual dump. Mailing the dump diskettes to IBM.

Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs    suptset Lists of VDDs and SETTINGs, and which team handles them.

Industry-Standard Architecture (AT Bus) Overview            suptisa ISA bus architecture. ISA Interrupt ReQuest lines and I/O addresses. Determining IRQs for ISA computers. Determining I/O addresses. Location 40:0 scenarios. ISA, OS/2, and parallel ports. ISA and OS/2 summary. Micro Channel computers.

OS/2 LAN Systems Team Descriptions and Required Problem     suptlan Information List of 5 teams. NOTE: For each team, this guide describes its mission, the kinds of problems it handles, and the exceptions that it does not handle (as well as which team does). Also, this guide provides comprehensive lists of      information that you should gather prior to calling for support.

Team 1. SERVER - OS/2 LAN Server Problems                 suptsrvr

Team 2. OS2REQ - OS/2 LAN Requester/Remote IPL Problems   suptreq

Team 3. DLR - DOS LAN Requester/PC LAN Program Problems   suptdlr

Team 4. LSAPPS - OS/2 LAN Application Problems            suptlsap

Team 5. TRAP - LAN-Related Traps and Hangs                supttrap

OS/2 EE/ES Database Manager Team Descriptions and Required  suptdbm Problem Information List of 5 teams. NOTE: For each team, this guide describes its mission, the kinds of problems it handles, and the exceptions that it does not handle (as well as which team does). Also, this guide provides comprehensive lists of      information that you should gather prior to calling for support.

Team 1. DBENG - Database Manager Engine (Database         supteng                     Services) Problems

Team 2. DBMAPI - APIs and Application Programming Problems suptdbap

Team 3. DBMRDS - Remote Data Services Problems            suptrds

Team 4. DBMFE - Database Manager Front Ends -- Query      suptdbfe Manager, CLI, Database Tools

Team 5. DBMOTH - Data Integrity Loss, Interaction with    suptdbmo Other Products

NetWare Team Descriptions and Required Problem Information  suptnw List of 5 teams. NOTE: For each team, this guide describes its mission, the kinds of problems it handles, and the exceptions that it does not handle (as well as which team does). Also, this guide provides comprehensive lists of      information that you should gather prior to calling for support.

Team 1. NW40 - NetWare Version 4                          suptnw40

Team 2. NCOMM - NetWare Communications                    suptnwcm

Team 3. NWKSTA - NetWare Requester                        suptnwrq

Team 4. NWOTHR - NetWare LANalyzer for Windows,           suptnwo NetWare Services Manager

Team 5. NWSRV - NetWare Server                            suptnwsv

Appendix A. Definition of Terms                             suptterm Terms related to support.

Appendix B. Personal Software Products                      suptlist List of supported PPS products.

Appendix C. Technical Education                             supteduc Courses given by IBM support personnel.

o Trademarks, Registered Trademarks, Service Marks             tmarks


 * Notice to Readers Outside the USA

It is possible that the material in this newsletter may contain references to, or information about, IBM products (machines and programs), programming, or services that are not announced in your country. Such references or information must not be construed to mean that IBM intends to announce such products, programming, or services in your country.

Using the IBM Personal Software Support Center
IBM Software Solution Services, the IBM Support Center for the Personal Software Products family, provides technical assistance for supported Personal Software Products.

Each product in the Personal Software Products family provides an entitled service period at no additional charge. This period is generally 60 or 90 days. Refer to the Statement of Service provided with each product.


 * Before You Call Support

To provide prompt and accurate assistance, the support center depends on you to identify the source of your problem and to make an effort to resolve it using the available resources. Your first step should be to consult the appropriate product documentation. For example, the OS/2 manual "Using the Operating System" contains a chapter titled "Solving Problems." This chapter provides information you can use to try to solve many problems yourself. You should also research your question or problem using the support tools available: o IBM FAX Information Service

IBM FAX provides up-to-date product, software, and education information 7 days a week, 24 hours a day. There is no charge associated with this service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX (1-800-426-4329).

o TALKLink (OS2BBS, DOS Bulletin Boards, Network Systems Bulletin   Boards, or Local Area Network Bulletin Boards)

TALKLink is an IBM service available via IBMLink. Customers can converse electronically with each other and the worldwide internal IBM community on a wide variety of topics related to the acquisition, installation, support, and use of products and services marketed by  IBM or a related business affiliate. TALKLink provides access to the OS/2, DOS, Network Systems and Local Area Network Bulletin Boards, providing customers the capability to review information electronically, submit questions or requests, and receive answers or  information.

o Any CD-ROM packages containing technical information

o Quick-Help System for IBM Software Service and Support

The Quick-Help System is available 24 hours a day, and provides customers free access to answers to the most frequently asked technical support questions, both usage and defect-related. It also provides product information, access to a sales person to order products, and access to an extensive FAX library of hints and tips.

To access the intelligent voice response system, call IBM Software Solution Services at 1-800-992-4777 and follow the prompts. To access the technical tips, press 1 for technical support on a software problem, and then press 1 for quick-help tips and answers.
 * Placing Your Call

After you have completed the process described in "Before You Call Support" and have been unable to resolve your question or problem, call IBM Software Solution Services at 1-800-992-4777. The Software Solution Services representative will ask for your warranty registration number to verify your entitlement.

A problem management record (PMR) will be created in the support center's Retain database to track your incident, and it will be updated with your incident description. You will be given the assigned problem number (PMR number); please make note of this number and use it for any future calls for assistance with the same incident. A description and history of your incident will be maintained in this problem record, so you will not have to repeat information if resolution of your incident requires more than one telephone conversation.

Your PMR will be assigned a severity code, based on the following definitions: o Severity 1 - You are not able to use a program. This is a critical condition that requires an immediate solution.

o Severity 2 - You are able to use the program but are severely restricted.

o Severity 3 - You are able to use the program with limited functions that are not critical to the overall operation.

o Severity 4 - You have found a way to circumvent the problem.
 * How Support Handles Your Call

The IBM Software Solution Services representative will assist you, if necessary, in determining the failing product. The representative might search the database of known problems for the resolution for your incident. Or, if you are calling during regular business hours, you might be passed directly to the next level of support, the Product Specialist. (Some products have Limited Support; for these products, calls are taken only during certain hours, and you will receive a callback within four business hours.) There are separate support locations for each product set. For the majority of products, you will be transferred directly to the next available Product Specialist for the specific product.

The Product Specialist will assist with incident resolution by:
 * 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 percent of the calls received by the support center are resolved during the initial call. However, if more extensive analysis is required to isolate and resolve the problem, the Product Specialist will forward your problem management record to a Product Expert. The Product Expert will call you back and will continue with incident resolution by:
 * Providing incident ownership to closure
 * Providing problem analysis

The support center's goal is to place this callback before the end of the next business day.


 * Defect Resolution

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


 * Closing a PMR

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


 * Escalation Procedures

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

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


 * IBM Personal Systems HelpCenter

Support for IBM PC Company hardware products is provided through the IBM Personal Systems HelpCenter. The HelpCenter can answer questions about usage, installation, and configuration, and perform problem determination. If it is determined that the customer's computer needs to be repaired, the HelpCenter will help the customer get it serviced. Additionally, the HelpCenter can help customers locate IBM authorized dealers and their area.

The phone number for the IBM Personal Systems HelpCenter is 1-800-PS2-2227 (1-800-772-2227).

TALKLink
TALKLink is an IBM service available via IBMLink. Customers can converse electronically with each other and the worldwide internal IBM community on a wide variety of topics related to the acquisition, installation, support, and use of products and services marketed by IBM or a business affiliate.

TALKLink provides the following capabilities for customers to review information electronically, submit questions or requests, and receive answers or information: o Conferences and forums

Provides question-and-answer bulletin boards containing various product-related topics. Items posted on these bulletin boards are shared between BBS users and IBM personnel worldwide.

o Customer-to-customer messaging

Gives customers the ability to send private messages to each other.

o Software library

Downloads application programs and uploads contributions.

News and announcements

Contains recent information regarding products and services.

Search Service

Searches IBM databases via interactive mode. This search facility includes a large question and answer database of items, IBM System Center Flashes, and IBM problem management libraries. This database contains information about problems and fixes. (This search facility  is limited in function if TALKLink is not accessed through IBMLink.)

o Support

Customers can initiate, review, or respond to dialog in the conferencing areas. The conference or forum owner will monitor these entries for appropriate responses. Users can also place orders for product-related materials.

Customers may also request that IBM activate their TALKLink ID for submitting requests for IBM Service and Support.

Customers can submit a DEFECT report electronically. IBM will acknowledge submission of the incident. If it is determined that the program contains a defect, and if a fix is made available, it will be  provided as an interim or pervasive fix or in a future ServicePak. Customers should monitor TALKLink to determine availability of the fix. To obtain an information package and registration information for TALKLink, call 1-800-547-1283.

Included with the TALKLink documentation is a User Guide that guides you through the installation and setup of TALKLink. Refer to that documentation for information on initiating the service.

If you encounter any problems with TALKLink, such as when linking to the network (IIN) or using FORBROWSE, call 1-800-727-2222 for assistance.

Reporting Problems Via CompuServe or Internet
Electronic support for OS/2 is available on CompuServe. The primary purpose of electronic support is to provide a platform where users of IBM OS/2 can conveniently and freely exchange ideas and information among themselves and a cross-section of the IBM population. Through forums, divided into areas of interest, you will be able to discuss OS/2 with many IBM personnel skilled in these interest areas.

CompuServe gives its members the ability to:
 * 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

You can access the OS/2 forums by entering GO IBMOS2 at any ! prompt.

IBM provides defect support via CompuServe for these products:
 * IBM OS/2 Base Operating System
 * IBM OS/2 Extended Services
 * IBM OS/2 LAN Server

If you have how-to or other questions about OS/2 - not defect questions - please refer to these sources:
 * 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. Many OS/2 users and IBM employees volunteer their time to assist fellow OS/2 users.

If, after having discussed an OS/2 operation or procedure on the forum and researched it in the manuals, you feel that it is the result of a defect with one of the IBM OS/2 products listed above, follow this procedure to use CompuServe to report the suspected defect: NOTE: The file PROBLM.TXT is reproduced below, after the section about reporting problems via PRODIGY.
 * Download PROBLM.TXT from the IBM Files Library (Library 17) in the OS2SUPPORT forum on CompuServe.
 * 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. The 48 hours excludes weekends and holidays. As an example, if you mail a PROBLM.TXT report on Friday at 6 PM, we will not receive that report until Monday morning.

IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we receive. Our reply to you will include a Problem Management Record (PMR) number. This number is used by IBM to track each unique problem reported by each customer. The IBM reply will also include any other information necessary for the situation.

If your problem description matches a previously reported defect that has been addressed and closed by IBM, we will provide the explanation, work-around, or directions to obtain a fix. Most fixes are available for download on CompuServe.

If your problem description matches a previously reported defect that has not yet been addressed by IBM, we will inform you that you have added to the Interested Parties list for the IBM APAR. IBM will contact you once the APAR has been addressed. (An APAR is an Authorized Program Analysis Report. An APAR is opened on each unique problem that is to be addressed by development.)

If your problem description does not match a previously reported defect, the IBM reply will indicate that your PMR has been forwarded to the analysts who specialize in problems of the type you reported. IBM will contact you when your problem is addressed. IBM may also contact you with requests for additional information needed to address your defect report.

IBM will use CompuServe mail for communication with you regarding your PROBLM.TXT defect report. However, if we feel that voice contact is necessary to expedite the process, we may contact you via telephone.

IBM is dedicated to resolving each PMR in a time frame acceptable to our customers. However, IBM does not guarantee a time frame in which a PMR will be addressed. If you have an inquiry regarding the status of your PMR while IBM is working on it, please feel free to reply back to us via CompuServe mail. (OS/2 Base Operating System status inquiries should be mailed to 76711,610. Extended Services or LAN Server status inquiries should be mailed to 76711,611.) We will check the status of your PMR and reply to you within 48 hours.

Reporting Problems Via PRODIGY
Electronic support for OS/2 is also available on PRODIGY.

Customers can submit the OS/2 Problem Report Form for defects on-line by going into the OS/2 Exchange and selecting "Submit OS/2 Problem Report." NOTE: This form is reproduced immediately below.

IBM's handling of this problem report is identical to the process described in the CompuServe section above.

OS/2 Defect Report Form
(Note: This is the form found in the file PROBLM.TXT on CompuServe and PRODIGY.) THIS SUPPORT IS AVAILABLE FOR U.S. CUSTOMERS ONLY

Contact person: __________________________________

Registration number: ______________________

Phone number:  (___) ___-____ x____     Phone number where you can be Fax number:     (___) ___-____ x____     contacted between 8 AM and 5 PM                                         Monday through Friday except US                                         national holidays

Note: Support will normally be handled electronically through CompuServe mail. IBM may contact you via telephone if it will expedite resolution of the problem.

Would you rather be contacted by phone? Y _ N _

Customers should use this form to report a suspected OS/2 defect to IBM support.

IBM employees should refer to the OS2DFECT FORUM on the IBMPC conferencing disk for instructions on how to report an OS/2 defect.

If you have how-to or other questions about OS/2, please refer to these sources:

- The OS/2 on-line help and README. - If you have a CompuServe ID, you may submit an item to the appropriate section within the forums under IBMOS2 (GO IBMOS2). - Many bulletin-board systems contain forums where OS/2 users share information and ideas about OS/2.

Please provide as much information as possible about your problem. Feel free to add more space or to remove sections of the form that are not relevant to your problem.



One-line description of the OS/2 problem: ________________________________________________________________________

Detailed problem description - If possible, provide a step-by-step recreation scenario. Also, please include any fixes or workarounds you may have already tried: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Enter any error messages that occur: ___________________________________ ________________________________________________________________________

Select the appropriate answers by placing an X in the space indicated. Can you recreate the problem? Y _  N _ Has the problem occurred on more than one system? Y _  N _

OS/2 Operating System Software Configuration:

OS/2 version........: _______ CSD level...........: _______ Revision level......: _______

Note: Use the SYSLEVEL command from an OS/2 window to determine CSD level. Use the VER/REV command from a DOS window to determine revision level.

Hardware configuration (provide as much information as possible): Brand / model of PC : _________________________________________________ Microprocessor brand.............: Intel _  Other (specify) ________________________ type..............: 286 _  386SX _  386DX _  486SX _  486DX _ speed.............: __ MHz Total RAM ..........: __ MB

OS/2 is set up as...: Boot Manager _  Dual-Boot _  Stand-Alone _

Disk drive (repeat this section for every physical disk drive) brand.............: ________________________ model #...........: _____________ type (interface)..: IDE _  ESDI _  SCSI _  MFM _  RLL _  Unknown _ total size........: _____________ partitions........: _________________________________________________ _________________________________________________                      (please include drive letter, size, and format)

Manufacturer and model number of Disk controller...:  ______________________ System BIOS.......: ______________________ Video adapter.....: ______________________ Display...........: ______________________

Video RAM...........: _____KB Video Type..........: EGA _  VGA _  SVGA _  XGA _  8514 _ Drive A: media size.: 3.5-inch _  5.25-inch _ Drive B: media size.: 3.5-inch _  5.25-inch _ Other adapters......: __________________________________________________ __________________________________________________

Is your PC connected to a network? Y _ N _

If yes, please fill out the relevant network software questions listed below the trap information, even if you feel that your network is not at fault.

TRAP INFORMATION - If a TRAP occurs and results in the 16-bit trap display similar to the following, enter any of the register values that you recorded:

Session title: _________________________________________________________ TRAP ____ AX= ____   BX= ____    CX= ____    DX= ____    BP= ____ SI= ____   DI= ____    DS= ____    ES= ____    FLG= ____ CS= ____   IP= ____    SS= ____    SP= ____    MSW= ____ CSLIM= ____   SSLIM=  ____    DSLIM= ____    ESLIM= ____ CSACC= __   SSACC= __    DSACC= __    ESACC= __ ERRCD= ____   ERLIM= ____    ERACC= __ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

If a TRAP occurs and results in the 32-bit trap display similar to the following, enter any of the register values that you recorded:

TRAP ____       ERRCD= ____  ERACC= ____  ERLIM= ________ EAX= ________ EBX= ________  ECX= ________  EDX= ________ ESI= ________ EDI= ________  EBP= ________  FLG= ________ CS:EIP= ____ : ________ CSACC= ____  CSLIM= ________ SS:ESP= ____ : ________ SSACC= ____  SSLIM= ________ DS= ____ DSACC= ____  DSLIM= ________  CR0= ________ ES= ____ ESACC= ____  ESLIM= ________  CR2= ________ FS= ____ FSACC= ____  FSLIM= ________ GS= ____ GSACC= ____  GSLIM= ________

The system detected an internal processing error at location: ____ : ________ - ____ : ________ _____, ____ ________ Internal revision _. ___ Date: __/__/__

PRINTER - If this is a printer problem, please provide the following: Printer vendor: __________________  model ....: ________________ Driver name ..: __________________  port used : ________________ Printer is attached to: Local _   LAN Server _    Host _

COMMUNICATIONS MANAGER - If this is a problem with Communications Manager, please provide answers in this section: OS/2 Extended Services ............: _  CSD Level: _______ OS/2 EE Communications Manager 1.3 : _  CSD Level: _______ Describe your Communications Manager configuration (DFT, T-R, etc): ________________________________________________________ ________ ________________________________________________________ ________

LOCAL-AREA NETWORK - If this is a local-area network problem, please enter information about the LAN involved.

LAN Server:    OS/2 LAN Server Version 1.3 : _   CSD Level: ________ OS/2 LAN Server 2.0 Entry ..: _  CSD Level: ________ OS/2 LAN Server 2.0 Advanced: _  CSD Level: ________ OS/2 LAN Server 3.0 Entry ..: _  CSD Level: ________ OS/2 LAN Server 3.0 Advanced: _  CSD Level: ________

LAN Requester: LAN Server 3.0 Requester....: _  CSD Level: ________ LAN Server 2.0 Requester....: _  CSD Level: ________ OS/2 1.3 Requester..........: _  CSD Level: ________

DOS LAN Requester: LS 3.0 Requester ...........: _  CSD Level: ________ LS 2.0 Requester ...........: _  CSD Level: ________ OS/2 1.3 Requester .........: _  CSD Level: ________ DOS version: ____ DOS vendor: _________________

Is the failing system a domain controller? Y _   N _ Is the failing system an additional server? Y _   N _

DATABASE MANAGER - If this is an OS/2 Database Manager problem, please enter information about the DataBase Manager problem below.

SQL error code .......: ________ Secondary return code : ________ Error occurs when database is being accessed as: Standalone .......: Y _ N _ Requester (client): Y _ N _ Database server ..: Y _ N _ Using RDS ........: Y _ N _ Using LAN ........: Y _ N _ If the error is occurring at a requester, can the problem be recreated at the server? .....: Y _ N _ Error occurs in which application? Query manager.....: _ LI ...............: _ (Command-Line Interface) User application..: _ If a trap has occurred, provide the SQLABEND results: ________________________________________________________ _________ ________________________________________________________ _________ ________________________________________________________ _________

PLEASE REVIEW ALL OF THIS PROBLEM REPORT BEFORE SENDING. When you are ready to send this OS/2 Problem Report, send the form via CompuServe mail to:

Base problems - Base Support,  76711,610 ES/LS problems - ES/LS Support, 76711,611 (ES = IBM Extended Services, LS = IBM LAN Server)

(continuing with the Support Center User Guide)

OS/2 and PC DOS Team Descriptions and Required Problem Information
Support for the OS/2 and PC DOS operating systems is divided into 15 teams. They are: 1. DISK - Hard-disk-related and file-system-related problems 2. DOSAP - DOS applications and DOS session problems 3. HNGTR - Hangs or TRAPs that cause the system to halt or fail 4. INSTL - Problems experienced during installation 5. MKBCM - I/O problems, excluding disk, print, and video

6. MMPM - Multimedia Extensions shipped with OS/2 7. MMDOS - DOS multimedia programs running on OS/2 8. MMWIN - Windows multimedia programs running on OS/2 9. MMVID - Ultimotion Video IN problems 10. OTHER

11. PRINT - Print output 12. VIDEO - Graphical output 13. WINAP - Problems with Windows applications and WIN-OS/2 subsystem 14. WPSHL - PM-related and Workplace Shell (WP)-related problems 15. PCDOS - PC DOS The Software Solution Services representative will be able to direct your call more efficiently if you can determine which team would be the appropriate one to assist with your problem or question. It may not always be obvious which team should handle an individual request for assistance. The Software Solution Service representatives will use their experience to assist customers in routing calls to the correct team when necessary. The Software Solution Services representative will be the final arbiter in determining where to route a call.

Each of these teams requires detailed information for initial problem determination. Included with each team description is the specific information required by that team. Obtaining as much of this problem information as possible prior to placing a call for assistance will enable the support center representative to resolve your problem more efficiently. Some information, such as manufacturer, model number, and size of a diskette drive, might be printed on the hardware. Other details, such as the size of a cache or the resolution of a display, might be provided in the documentation that came with the hardware. You may not be able to obtain some of the more technical data; the Support Center representative will assist you in obtaining this information.

When describing a problem, always include information such as:
 * 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

The following configuration information should be provided for every problem, regardless of the team involved:
 * Hardware and Software Configuration Information

OS/2 warranty registration number: ____________________________________ (On the inside front cover of "Using the Operating System".)

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

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

System manufacturer, model, type: _____________________________________

Processor:

____ 386         ____ 386SX          ____ 386DX ____ 386SLC      ____ 486            ____ 486SX ____ 486DX       ____ 486SLC         ____ 486SLC2

System processor speed: _________ MHz

System memory size:     _________ MB

System BIOS manufacturer: _____________________________________________

System BIOS date: _____________________________________________________

System BIOS version: __________________________________________________

Is this a Dual-Boot machine? ____ Y  ____ N   ____ Not Applicable

Following are descriptions of each of the 15 support teams for operating systems.

Team 1. DISK - Hard-disk-related and file-system-related problems
The DISK team is responsible for all hard-disk-related and file-system-related problems, including:

NOTE: CD-ROM, video, or audio-related problems in an OS/2 multimedia program go to MMPM team 6.
 * All of the following hardware-related problems:
 * SCSI, ESDI, MFM, IDE, and RLL controllers and attached devices
 * CD-ROM, tape, floppy diskette drive and other mass storage devices
 * All of the following file-system-related issues:
 * HPFS, FAT
 * FDISK, FORMAT
 * Diskcache
 * CHKDSK and Extended Attributes (EAs)
 * BACKUP, RESTORE
 * File system commands XCOPY, COPY, DIR, DEL, UNDELETE, etc.


 * All of 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 go to WPSHL team 14
 * CD-ROM MSCDEX-related problems go to DOSAP team 2
 * STARTUP.CMS-related problems go to OTHER team 10
 * For HPFS386 issues, see the LAN Systems support section below

Error experienced: ____ System error message:  ___________________________________________ ____ Functionality ____ Hang ____ Trap (also fill in the trap information below) ____ Diagnostic error ____ Other:  __________________________________________________________
 * Disk Problem Information

Disk controller manufacturer: _________________________________________

Disk controller type: _________________________________________________

Hard disk manufacturer: _______________________________________________

Diskette drive manufacturer: __________________________________________

Diskette drive size:     ____  3.5"      ____ 5.25"

Diskette drive capacity: ____  MB        ____ KB

External drive manufacturer: __________________________________________

Tape backup manufacturer: _____________________________________________

Removable drive manufacturer: _________________________________________

CD-ROM drive manufacturer: ____________________________________________

Optical drive manufacturer: ___________________________________________

Problem description: __________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Disk Partition Information --

Partition number:

____ 1      ____ 2      ____ 3 ____ 4       ____ 5      ____ 6 ____ Other

Drive letter for partition:

____ C      ____ D      ____ E      ____ Other ____ F      ____ G      ____ H

Status type: ____  Bootable     ____  Installable     ____  Startable

Partition type:

____ Logical   ____ Primary     ____ Primary/Logical

File system type:

____ FAT           ____ HPFS         ____ HPFS386 ____ Boot Manager  ____ Free Space   ____ Unformatted   ____ Compressed

Compression type:

____ DCF/2         ____  Stacker for DOS ____ Doublspace    ____  Stacker for OS/2 ____ Other         ____  Superstor

Partition size:

____ 1 MB   ____ 50 MB   ____ 100 MB ____ Other:  ___________________________________________________________

Partition use: ____ DOS Boot    ____ OS/2 Boot      ____ Data ____ Dual Boot   ____ Unformatted

Team 2. DOSAP - DOS application and DOS session problems
The DOSAP team is responsible for DOS session problems:
 * DOS applications ONLY.
 * DOS startup (virtual machine boot - VMB) diskettes, including FSACCESS and FSFILTER.

NOTE: DOS startup (virtual machine boot) diskette configuration problems running MSCDEX with an OS/2 unsupported CD-ROM drive are handled by (this) DOSAP team 2. Multimedia problems in this configuration are handled by MMDOS team 7.

NOTE: VCDROM.SYS provides MSCDEX compatibility in a DOS session for OS/2-supported CD-ROM drives. Problems with VCDROM.SYS functionality in a DOS session when using an OS/2-supported CD-ROM drive should go to DISK team 1.


 * 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. go to MKBCM team 5.
 * DOS fax programs having transmission problems go to MKBCM team 5.
 * LapLink-type programs experiencing data transfer problems over a parallel cable link (via LPTx) should go to PRINT team 11. Data transfer problems over a serial cable link or modem (via COMx) go to MKBCM team 5.
 * DOS application migration AFTER the migration database has failed to locate the DOS application in its database.

NOTE: Problems with the migration program go to INSTL team 4. (This) DOSAP team 2 handles incorrect DOS application settings listed in the migration database.

Other DOS_SETTINGs are handled by the teams that support the function being performed. For example, DOS_SETTINGs that begin with VIDEO are supported by VIDEO team 12. For clarification of which team handles the various virtual device drivers and the DOS_SETTINGs and WINDOW_SETTINGs, see the table titled "Virtual Device Drivers and  DOS_SETTINGs/WINDOWS_SETTINGs" later in this article.
 * DOS application named pipes (for OS/2 named pipes, see DISK team 1).
 * INT 21h functions 5F32h through 5F3Ah are supported by (this) DOSAP team 2.
 * INT 21h functions 5F3Bh through 5F53h are supported by the LAN Systems support team. See the LAN Systems section below.
 * In the DOS_SETTINGs for DOS application program objects, there are many settings. Problems with DOS_SETTINGs beginning with the letters DOS, DPMI, EMS, HW, IDLE, and MEM are handled by (this) DOSAP team 2.

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
 * The following component files included in OS/2 are supported by (this) DOSAP team 2:

NOTE: SHARE.EXE compatibility is built into OS/2 DOS sessions. Problems with SHARE compatibility are handled by (this) DOSAP team 2.

This is not an all-inclusive list, because some DOS emulation support is also built into the OS/2 Kernel file and other modules in the operating system.


 * Exceptions:
 * DOS application printing problems should be routed as follows:
 * Problems in which the print job is printing through an LPT port go to PRINT team 11.
 * Problems in which the print job is printing through a COM port go to MKBCM team 5.
 * DOS programs requiring the use of a security device such as a sentinel or dongle connected to an LPT port, and having problems printing or running due to the device not being found, go to PRINT team 11.
 * Application Programming Interface (API) calls starting with the letters DOS are not supported by (this) DOSAP team 2. Look to the function provided by the API for team ownership. For example:
 * DosCallNamePipe is a file-system API, owned by DISK team 1.
 * DOSStartSession is a session-management API, owned by OTHER team 10.
 * DOS window session-specific functions, such as those used to change the FONT size, MARK, COPY, etc., go to WPSHL team 14. Clipboard pasting problems go to MKBCM team 5.
 * DOS programs having sound card problems (for example, no sound is coming from a game) go to MMDOS team 7. MIDI, scanning, and some CD-ROM multimedia problems also go to MMDOS team 7. DOS games having problems where multimedia hardware is NOT involved (for example, when a sound card, midi synth, scanner, etc. is not required to demonstrate the problem) are handled by (this) DOSAP team 2.

DOS application running from:
 * DOS Session Problem Information

____ Can't get VMB running      ____  Can't start VDM ____ DOS Full-Screen VMB        ____  DOS Full-Screen VDM ____ DOS Window VMB             ____  DOS Window VDM

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

VMB DOS version: ______________________________________________________

Does the application run in "real" DOS?

____ Yes, it works fine         ____  No, it also fails ____ Haven't tried it           ____  Not applicable

Video information:

____ Running DOS full-screen, text-only session ____ Running DOS window, text-only session

Network requester type: _______________________________________________

____ No LAN - application not involved in failure ____ No LAN - application running locally

Problem classification:

____ 3270 terminal emulation ____ 5250 terminal emulation ____ A: drive not working ____ Accounting ____ Application-generated error message ____ Application installation ____ Background execution not working ____ BBS (Bulletin Board System) ____ BIOS interrupt function call not working like DOS ____ CAD (Computer-Aided Design) ____ Can't get VMB (virtual machine boot) running ____ Can't start VDM (virtual DOS machine) ____ CD-ROM (DOS/MSCDEX) problems ____ COM/Serial async communications ____ Database ____ Desktop publishing ____ DMA (direct memory access) not working as expected ____ Dongle not seen ____ DOS command not working like DOS ____ DOS interrupt function call not working like DOS ____ DOS Named Pipe problems ____ DOS_SETTINGS problems ____ DPMI (DOS protected mode interface) not working as expected ____ Editor ____ Educational ____ EMS not working as expected (expanded memory) ____ FAX problem ____ Games not working ____ Graphics not working ____ Keyboard-related problem ____ LAN usage problems ____ Mouse-related problem ____ Non-async, non-terminal I/O problems ____ Not applicable ____ OS/2-generated error message: SYS_______________________ ____ Other terminal emulation ____ Print job not printing ____ Printing-related problem ____ Programming or compiler problem ____ Sentinel not seen ____ Sound: PC speaker ____ Sound: sound board (Sound Blaster/ProAudio Spectrum) ____ Spreadsheet ____ Tape drive not working ____ VDM performance problems ____ Video or screen problems ____ Word processing ____ XMS not working as expected (extended memory)

Application name: _____________________________________________________ ____ Not applicable

Application version: __________________________________________________ ____ Not applicable

Application vendor: ___________________________________________________ ____ Not applicable

Vendor's support phone number: ________________________________________ ____ Not applicable

Have you contacted the vendor? ____ Y   ____ N    ____ Not applicable

Application originally installed from: ____ Not applicable ____ DOS window (VDM) from disk ____ DOS full-screen (VDM) from disk ____ DOS window (VMB) from disk ____ DOS full-screen (VMB) from disk ____ Real DOS ____ the LAN ____ a CD-ROM ____ Laplinked copy ____ Restored from backup disks ____ Restored from backup tape ____ Not installed - runs from diskette

Program object created via:

____ Not applicable ____ Migration database ____ Program object template (manually) ____ None created - runs from command prompt

Error seen or problem type:

____ DOS command not working like DOS ____ Application-specific ____ DOS 16/M xxx ____ Drops connection intermittently ____ Full system hang ____ IPE (Internal Processing Error) (Fill in hang/trap information below) ____ MSCDEX not loaded or found ____ No error messages ____ No problem found ____ SHARE not loaded or found ____ SYS2237 NPX error ____ SYS3176 illegal instruction (Fill in hang/trap information below) ____ SYSxxxx error: SYS____________________________________ ____ Too many files open ____ TRAP (Fill in hang/trap information below) ____ VDM session hang (Ctrl-Esc works) ____ Only see blinking cursor, nothing else

Steps required to re-create the problem: ______________________________ ________________________________________________________________________ ________________________________________________________________________

Team 3. HNGTR - Hangs or TRAPs that cause the system to halt or fail
The HNGTR team is responsible for problems that cause the system to halt or fail. This includes:
 * Hangs - This team is responsible for complete system hangs that cause the computer to be halted or inoperable, with the only means of recovery being Ctrl+Alt+Delete or turning the computer off and then back on. This complete system hang is NOT accompanied by ANY error message. The entire system is considered hung if pressing Ctrl+Esc or Alt+Esc does NOT bring up the Window List.

If the Window List comes up, the team for the mode of the application (for example, DOSAP, WINAP, or OTHER) running at the time of the failure should be consulted.


 * TRAPs and IPEs:
 * All IPEs (Internal Processing Errors) with NO trap registers above it. This is different from a TRAP in that the first line of the error starts with the words "Internal Processing...".
 * TRAPs that cause system halts with CS (of CS:EIP) ending in 0 or 8, and the EIP does not begin with 7. If the EIP starts with 7, the team for the mode of the application (for example, DOSAP or WINAP) running at the time of the failure should be consulted.
 * 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 for the module or file indicated in the error should be consulted

If a support center representative asks you to obtain a dump, see the later section titled "The OS/2 Dump Process".

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 Messages Problem Information (32-Bit)

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= ______

Team 4. INSTL - Problems experienced during installation
The INSTL team handles problems related to the installation process of the OS/2 base operating system. Hardware and setup related problems are handled by the appropriate device driver team, when all relevant drivers are configured correctly during installation. The INSTL team handles:
 * 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 (until 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 transfer 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:
 * OS/2 Installation Problem Information

____ Dual-Boot      ____  Boot Manager      ____  OS/2 only

Problem category:

____ Boot Manager ____ Backup and restoring OS/2 ____ BIOS problems during install ____ Configuration ____ Dual-boot configuration ____ Device driver install ____ Hang during install ____ Installation from diskette/prompted ____ Installation from CD-ROM ____ Migration ____ Response file install ____ Remote install ____ Removing OS/2 (un-install) ____ Reboot during install ____ Selective install utility ____ Video problems during install

System manufacturer and model: ________________________________________

System board manufacturer: ____________________________________________

System bus type:

____ Micro Channel   ____  ISA     ____  EISA     ____ don't know

Video board manufacturer: _____________________________________________

Video mode in use:

____ CGA            ____  EGA               ____  Monochrome ____ VGA            ____  SVGA              ____  XGA ____ XGA-2          ____  8514              ____  Image Adapter

Video board chip set or BIOS: _________________________________________

CD-ROM manufacturer: __________________________________________________

Hard-disk manufacturer: _______________________________________________

Hard-disk controller manufacturer: ____________________________________

Hard-disk controller type:

____ ESDI   ____  SCSI    ____  IDE    ____ MFM/RLL

File system:

____ FAT            ____  HPFS              ____  Non-formatted

Diskette drive A: size:

____ 5.25" 1.2 MB   ____  3.5" 1.44 MB      ____  3.5" 2.88 MB ____ Other

Team 5. MKBCM - mouse, keyboard, and COM problems, excluding disk, print, and video
The mouse, keyboard, and COM (MKBCM) team is responsible for all I/O-related problems that do not involve DISK, PRINT, VIDEO or DOSLAN. This team handles:
 * 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 determining the Input/Output (I/O) addresses in use by the serial communications adapters that are identified by COMx. This chapter contains a detailed description of the Industry Standard Architecture (ISA) for the definition of the ports, and instructions for determining the I/O addresses in use. Refer to the later section titled "Industry- Standard Architecture (AT Bus) Overview" for this information.

Where does the error occur?
 * Keyboard Problem Information

____ DOS                        ____  Virtual DOS Machine ____ OS/2                       ____  WIN-OS/2 ____ During boot-up             ____  Not applicable

____ Other:  __________________________________________________________

Is this a dual-boot machine? ____ Y    ____  N    ____  Not applicable

Error message or number, If Any: ____________________________________

Application name: ___________________________________________________

Keyboard BIOS level if AMI: _________________________________________

Mouse and Communications Problem Information - Hardware ---

Error message (if any):

____ SYS1201 VMOUSE not installed ____ SYS1201 COM.SYS not installed ____ SYS1201 VCOM.SYS not installed ____ SYS0099 device is already in use ____ SYS1798 device is already in use ____ SYS0049 device is not functioning ____ SYS????:  ________________________________________________________

Problem is with the:

____ mouse ____ external modem ____ internal modem ____ external port ____ PCMCIA modem ____ external modem and mouse ____ internal modem and mouse ____ internal pointer ____ external port and mouse ____ PCMCIA modem and mouse ____ IBM touch screen ____ OEM touch screen

Which I/O port is involved?

____ COM1 ____ COM2 ____ COM3 ____ COM4 ____ COM? ____ PDI (PS/2 PORT) ____ serial card  COM=____ ____ BUS card     IRQ=____ ____ video card   COM=____   IRQ=____ ____ other:  __________________________________________________________ ____ not applicable

Where does the error occur?

____ DOS (VDM) application ____ VMB application ____ OS/2 window or full screen application ____ WIN-OS/2 application ____ on boot up/IPL ____ everywhere ____ other (problem described below) __________________________________________________________________     __________________________________________________________________

COM1 and COM2 configuration:

____ COM1: none            +  COM2: none ____ COM1: Mouse           +  COM2: none ____ COM1: Mouse           +  COM2: External Port ____ COM1: Mouse           +  COM2: Internal Modem ____ COM1: Mouse           +  COM2: PCMCIA Mod ____ COM1: External Port   +  COM2: none ____ COM1: External Port   +  COM2: External Port ____ COM1: External Port   +  COM2: Mouse ____ COM1: Internal Modem  +  COM2: Mouse ____ COM1: Internal Modem  +  COM2: none ____ COM1: none            +  COM2: Mouse ____ None of the above: COM1: __________     +  COM2: ____________

COM3 and COM4 configuration:

____ COM3: External Port   +  COM4: none ____ COM3: External Port   +  COM4: External Port ____ COM3: Internal Modem  +  COM4: none ____ COM3: PCMCIA Mod      +  COM4: none ____ COM3: none            +  COM4: External Port ____ COM3: none            +  COM4: Internal Modem ____ COM3: none            +  COM4: PCMCIA Mod ____ COM3: none            +  COM4: none ____ None of the above: COM3: __________     +  COM4: ____________

IRQ assignments:

____ COM1:  4  + COM2:  3  + ____ COM1:  4  + COM2:  3  + COM3:  5 ____ COM1:  4  + COM2:  3  + COM3:  __ + ____ COM1:  4  + COM2:  3  + COM3:  __ + COM4:  __ ____ COM1:  __ + COM2:  __ + COM3:  __ + COM4:  __

Are there any IRQ conflicts?

____ Yes:  ____________________________________________________________ ____ No ____  Don't know

Debug (D 40:0) (in DOS or OS/2):

____ 0040:0000 - enter data below:

__ __  __ __  __ __  __ __  __ __  __ __  __ __  __ __

(Refer to the "Determining I/O Addresses" section below)

____ causes a TRAP, hang, or IPE

Internal modem on COM1 or COM2:

____ external COM1: is disabled ____ external COM2: is disabled ____ there is not an external COM1 ____ there is not an external COM2 ____ not applicable

Modem manufacturer: ___________________________________________________

Mouse manufacturer: ___________________________________________________

Type of mouse:

____ Track ball ____ 2-button mouse ____ 3-button mouse ____ Laptop rail ____ Other:  __________________________________________________________ ____ Not applicable

LAN/sound/other adapter?

____ LAN adapter          IRQ:  ___________ ____ Sound adapter        IRQ:  ___________ ____ LAN IRQ: __________  and  Sound IRQ:  ___________ ____ Other:   __________  IRQ:  ___________

Mouse and Communications Problem Information - CONFIG.SYS -

First mouse statement in CONFIG.SYS:

____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  ___________________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  _________________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  _________________________________________________________

Second mouse statement in CONFIG.SYS:

____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  ___________________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  _________________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  _________________________________________________________

Third mouse statement in CONFIG.SYS:

____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  ___________________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  _________________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  _________________________________________________________

Fourth mouse statement in CONFIG.SYS:

____ DEVICE=C:\OS2\NOEXBIOS.SYS ____ DEVICE=C:\OS2\HILMOU.SYS ____ DEVICE=C:\OS2\POINTDD.SYS ____ DEVICE=C:\OS2\PCLOGIC.SYS SERIAL=COM___ ____ DEVICE=C:\OS2\MOUSE.SYS ____ DEVICE=C:\OS2\MOUSE.SYS TYPE=  ___________________________________ ____ DEVICE=C:\OS2\MOUSE.SYS SERIAL=  _________________________________ ____ DEVICE=C:\OS2\MDOS\VMOUSE.SYS ____ DEVICE=  _________________________________________________________

Other mouse driver statements: ________________________________________ ________________________________________________________________________

DEVICE=x:\OS2\COM.SYS:

____ is REMarked out ____ is not present ____ (3,3e8,5) ____ (3,3e8,4) ____ (4,2e8,3) ____ (4,2e8,5) ____ (3,2e8,5) ____ (3,3e8,__) ____ (3,3e8,__) (4,2e8,__) ____ (P,I/O,I) (P,I/O,I) (__________) ____ has no parameters passed ____ not found, SIO.SYS is present

The MOUSE.SYS is listed:

____ before the COM.SYS device driver ____ after  the COM.SYS device driver (this is an INVALID configuration - MOUSE.SYS must come before      COM.SYS) ____ cannot find MOUSE.SYS ____ cannot find COM.SYS

PROTECTONLY=

____ Yes, and this is a mouse problem ____ No,  and this is a mouse problem ____ Yes, and VCOM.SYS is REMarked out ____ Yes, and VCOM.SYS is not present ____ Yes, and VCOM.SYS is present (INVALID configuration!) ____ No,  and VCOM.SYS is not present ____ No,  and VCOM.SYS is present ____ can't find PROTECTONLY

MAXWAIT=

____ 1    ____  2   ____  3   ____  Other: ____________________________

PRIORITY_DISK_IO=? ____ Y   ____  N

MODE COMx:, BUFFER=

____ ON    ____  OFF    ____  AUTO    ____  Not applicable

Serial printer MODE settings (1):

____ TO=ON,  IDSR=OFF, ODSR=ON ____ TO=ON,  IDSR=OFF, ODSR=OFF ____ TO=___, IDSR=___, ODSR=___ ____ Not applicable

Serial printer MODE settings (2):

____ XON=OFF, RTS=ON,  OCTS=OFF ____ XON=ON,  RTS=HS,  OCTS=ON  (INVALID configuration!) ____ XON=OFF, RTS=HS,  OCTS=ON ____ XON=OFF, RTS=OFF, OCTS=OFF ____ XON=___, RTS=___, OCTS=___ ____ Not applicable

Mouse and Communications Problem Information - Application Information --

Application name: _____________________________________________________

Application version: __________________________________________________

Application vendor: ___________________________________________________

The application is:

____ an OS/2 VIO application ____ an OS/2 PM application ____ a DOS application ____ a Windows 3.0 application ____ a Windows 3.1 application ____ a DOS serial communications application ____ a Windows serial communications application ____ a DOS LAN application ____ a Windows LAN application ____ other:  __________________________________________________________

The application can be obtained from:

____ the vendor (address:  ____________________________________) ____ BBS:  ____________________________________________________________ ____ user will provide application ____ Shareware or public-domain ____ don't know

The application has:

____ worked under OS/2 before ____ never worked under OS/2 ____ partially worked under OS/2

The mouse will:

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

The COM application is:

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

DOS_SETTING - COM SELECT =

____ all ____ COM1 ____ COM2 ____ COM3 ____ COM4 ____ none

DOS_SETTINGs (1):

____ MOUSE_EXCLUSIVE_ACCESS=ON ____ MOUSE_EXCLUSIVE_ACCESS=OFF ____ not applicable

DOS_SETTINGs (2):

____ COM_DIRECT_ACCESS=OFF, COM_HOLD=OFF ____ COM_DIRECT_ACCESS=ON, COM_HOLD=OFF ____ COM_DIRECT_ACCESS=OFF, COM_HOLD=ON ____ COM_DIRECT_ACCESS=ON, COM_HOLD=ON

DOS_SETTINGs (3):

____ HW_ROM_TO_RAM=OFF, HW_TIMER=OFF ____ HW_ROM_TO_RAM=ON, HW_TIMER=OFF ____ HW_ROM_TO_RAM=OFF, HW_TIMER=ON ____ HW_ROM_TO_RAM=ON, HW_TIMER=ON

DOS_SETTINGs (4):

____ IDLE_SENSITIVITY=  ________ ____ IDLE_SECONDS=      ________

DOS_SETTINGs (5):

____ INT_DURING_IO=OFF, VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=ON, VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=OFF, VIDEO_FASTPASTE=ON ____ INT_DURING_IO=ON, VIDEO_FASTPASTE=ON

Team 6. MMPM - Multimedia Extensions shipped with OS/2
The MMPM team is responsible for the multimedia extensions that are shipped with OS/2. This responsibility includes:
 * Installation of Multimedia Presentation Manager/2 (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 multimedia extensions

Team 7. MMDOS - DOS multimedia programs running on OS/2
The MMDOS team is responsible for DOS multimedia programs running on OS/2.

Team 8: MMWIN - Windows multimedia programs running on OS/2
The MMWIN team is responsible for Windows multimedia programs running on OS/2.

Team 9: MMVID - Ultimotion Video IN Problems
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: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 10. OTHER - Performance, Toolkit, Memory, ...
The OTHER team is responsible for a collection of support areas:
 * Performance
 * The entire system must be experiencing a slowdown
 * Exceptions:
 * Performance problems related to the mouse or COM port go to MKBCM team 5.
 * DOS application performance problems go to DOSAP team 2.
 * Windows application performance problems go to WINAP team 13.
 * Performance problems with OS/2 applications should be referred to the product vendor unless such problems are specifically related to a subsystem of OS/2. These cases are handled by the team responsible for that subsystem.
 * 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 (PMTERM and PMFAX go to MKBCM team 5)
 * ISV applications (like Lotus 1-2-3 G, Corel, PMWORD)
 * Customer-written applications that are not addressed by other teams (this is API-type-specific)
 * Lockup utility program
 * Exceptions:
 * Printing problems go to PRINT team 11
 * Serial communication problems go to MKBCM team 5
 * Disk access problems go to DISK team 1
 * Memory
 * Memory-related problems such as:
 * A swapper that does not shrink
 * Problems with the swapper
 * Out-of-memory errors in an OS/2 environment (not DOS or WIN-OS/2, unless SWAPPER.DAT has no room for growth)
 * Problems allocating, committing, and freeing memory
 * Problems related to memory above 16 MB
 * 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:
 * "Other" Problem Information

____ Performance ____ Toolkit ____ REXX ____ Mini-applications (applets) ____ OS/2 application ____ User-written application ____ Memory ____ Swapper ____ PCMCIA ____ APM (Advanced Power Management) ____ None of the above

Problem symptom:

____ Trap ____ Hang ____ Slow down of performance ____ Error message or number:  ________________________________________ ____ Other

What have you already attempted to resolve the problem?

____ Reinstalling the application ____ A selective install ____ Calling vendor of application ____ Other:  __________________________________________________________

When did the problem start?

____ Applied update to OS/2 ____ Applied update to application ____ Installed a new application ____ Made changes to the system (for example, in CONFIG.SYS) ____ Used to work, is now failing, nothing changed ____ Other

How often does the problem occur? _____________________________________

Additional information, depending on the type of problem

Toolkit problem occurs:

____ In an API call - compiling ____ In an API call - runtime ____ In customer's code - compiling ____ In customer's code - runtime ____ In IBM code (compiler crashes, etc.) ____ No debugging has been done ____ Coding questions ____ In Toolkit's tools or sample program

Performance problem occurs at:

____ Bootup ____ In an OS/2 session ____ In a DOS (VDM or VMB) session ____ In a WIN-OS/2 session ____ In the desktop ____ Other

Application problem occurs on:

____ Only this machine ____ Some machines ____ Every machine Problem description: __________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Memory or swapper problem relates to:

____ SWAPPER.DAT growth/not shrinking ____ RAM not being recognized ____ Other (details in problem description) Types and speeds of memory: ___________________________________________ ________________________________________________________________________ ________________________________________________________________________ Problem description: ___________________________________________________ ________________________________________________________________________ ________________________________________________________________________

All remaining problems:

Problem description: ___________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 11. PRINT - Print output problems
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:
 * Print object drawing, settings, WP Shell methods, and INI problems go to WPSHL team 14. However, if the INI problem is caused by the creation or deletion of the printer object, it is handled by (this) PRINT team 11.
 * Windows application printing problems go to WINAP team 13.
 * Problems related to an application printing directly to a COM device, rather than using the printer object, go to MKBCM team 5.

I/O card name (if not on planar): _____________________________________
 * Print Problem Information

System bus type:

____ Micro Channel   ____  ISA       ____  EISA      ____ Don't know

Printers and plotters make and model: __________________________________ ________________________________________________________________________

OS/2 printer driver:

____ EPSON.DRV                ____  IBM3852.DRV ____ IBM4019.DRV              ____  IBM42XX.DRV ____ IBM5182.DRV              ____  IBM5216.DRV ____ IBM52XX.DRV              ____  IBMNULL.DRV ____ LASERJET.DRV             ____  SMGXPJET.DRV ____ PLOTTERS.DRV with PMPLOT.QPR ____ PLOTTERS.DRV with PMPRINT.QPR ____ PSCRIPT.DRV

Printer driver version number: ________________________________________ (Example: IBM42XX Version 1.281)

Display:

____ VGA    ____  XGA    ____  XGA-2    ____  SVGA    ____  8514

Where does printing failure occur?

____ Locally     ____  Remotely    ____  Locally and Remotely

Failing printer port:

____ LPT1        ____  LPT2        ____  LPT3 ____ COM1        ____  COM2        ____  COM3

COM port settings and handshake: ______________________________________ (Example: 9600,N,8,1 Handshake=None) ____ N/A             ____  1200,N,8,1 ____ 1200,E,8,1      ____  2400,N,8,1 ____ 2400,E,8,1      ____  4800,N,8,1 ____ 4800,E,8,1      ____  9600,N,8,1 ____ 9600,E,8,1

Where does the problem occur?

____ In a DOS application       ____  In a WIN-OS/2 application ____ In an OS/2 application     ____  Command line ____ Drag/drop                  ____  Printscreen

Name of application and version: ______________________________________

LAN connection for printers:

____ IBM 4033 (Lexmark) ____ HP Redirector ____ Other:  __________________________________________________________

Problem description: __________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 12. VIDEO - Graphical output problems
The video team is responsible for all graphical output:
 * Video problems in DOS, Windows, and 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:
 * Video Problem Information

____ CGA            ____  EGA               ____  Monochrome ____ VGA            ____  SVGA              ____  XGA ____ XGA-2          ____  Image Adapter

Video board model: ____________________________________________________

Video board chip set: _________________________________________________

Video board memory size: ______________________________________________

Drivers in use: _______________________________________________________

____ IBM OS/2 driver           ____  IBM image adapter driver ____ ATI Driver                ____  Trident driver ____ Other OEM driver: ________________________________________________

Primary monitor manufacturer: _________________________________________

Primary monitor model: ________________________________________________

Secondary monitor manufacturer: _______________________________________ ____ No secondary monitor

Secondary monitor model: ______________________________________________

Problem description and steps required to re-create the problem: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 13. WINAP - Windows applications and WIN-OS/2 subsystem problems
The Windows application team is responsible for all problems associated with Windows applications and the WIN-OS/2 subsystem:
 * 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 GPFs, it is handled by (this) WINAP team 13.
 * If the application cannot connect to the COM port, or it disconnects abnormally, go to MKBCM team 5.
 * Windows network problems should be routed as follows:
 * NetWare installation or windows driver installation problems are handled by the NetWare team.
 * LAN Server installation problems or windows drivers installation problems are handled by the LAN team.
 * Application execution and configuration problems are handled by (this) WINAP team 13.
 * Windows device driver problems should be routed as follows:
 * Windows video device drivers go to VIDEO team 12.
 * Windows multimedia device drivers to MMPM team 6.
 * Windows network device drivers go to the NetWare or LAN team.
 * All other Windows device-driver problems are handled by (this) WINAP team 13.
 * Windows application migration problems AFTER the migration database has failed to locate the Windows application in its database go to INSTL team 4. However, (this) WINAP team 13 handles incorrect Windows application settings listed in the migration database.
 * Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE

Windows multimedia problems go to MMWIN team 8. This includes MIDI, scanning, and some CD-ROM multimedia problems. Windows applications that use NO multimedia hardware are handled by (this) WINAP team 13.

Video mode in use:
 * WINAP Problem Information

____ CGA            ____  EGA               ____  Monochrome ____ VGA            ____  SVGA              ____  XGA ____ XGA-2          ____  Image Adapter

WIN-OS/2 desktop:

____ Not migrated   ____  Migrated          ____  Linked ____ Don't know

Type of application: __________________________________________________

____ Windows 3.0    ____  Windows 3.1       ____  Don't know

Did You contact the vendor for assistance? ___ Y  ____ N

Task causing the problem:

____ Application install ____ Printing or font selection ____ Use of modem, FAX or scanner ____ Use of CD-ROM ____ Use of sound or video card ____ Starting or running the application ____ Other

Symptom of the problem:

____ Screen doesn't repaint ____ General Protection Fault ____ Communications dropped ____ Session hang ____ Machine hang ____ Other or combination of the above

Application configuration causing the problem:

____ Seamless from local disk ____ Non-seamless from local disk ____ Seamless from network disk ____ Non-seamless from network disk ____ Don't know

Have any WIN-OS/2 settings been changed? ____ Y  ____ N If yes, list the changes:

Setting changed:             New values: _______________________      ___________________________ _______________________       ___________________________ _______________________       ___________________________ _______________________       ___________________________

Network requester type:

____ None                      ____  DOS LAN Server ____ DOS NetWare Requester     ____  OS/2 LAN Server ____ OS/2 NetWare Requester    ____  Other, or don't know

NETX loaded For VDM (OS/2 NetWare Requester)? ____ Y    ____  N

Problem description and steps required to re-create the problem: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 14. WPSHL - PM-Related and Workplace Shell (WP)-Related Problems
The WPSHL team is responsible for PM-related and Workplace Shell (WP)-related problems:
 * 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 team 11)
 * Clipboard Viewer (see OTHER team 10)
 * Help Manager (see OTHER team 10)
 * Selective Install, Application Migration and Device Driver (see INSTL team 4)
 * Color palette or font palette (see VIDEO team 12). If settings can't be saved, it is handled by (this) WPSHL team 14.
 * 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. However, there is no support for SOMobjects Toolkit 2.1 (refer to CompuServe, the Developer Assistance Program, or your point of sale for assistance).
 * WINx APIs, such as PM APIs and WP methods.
 * INI files and PRF APIs (profile functions).
 * LAN-aware shell OS/2 Clipboard and DDE (OS/2 -> OS/2). DOS and Windows session-specific functions such as changing the font size, MARK, COPY, etc., are owned by (this) WPSHL team 14. Clipboard pasting problems go to MKBCM team 5.
 * PM session manager initialization module, message loop, main window proc (PMSHELL). Exception: Base session manager, DosStartSession, DosCalls, etc. go to OTHER team 10.
 * PMVIOP (window-oriented problems, e.g., window sizing, scrolling, and vertical bar)
 * Exceptions:
 * If desktop problems occur immediately after installation but all the disks were not installed, go to INSTL team 4.
 * If the Desktop directory or WP_ROOT._SF file is not created during installation, go to INSTL team 4.

The following are the .DLLs that the WPSHL team handles: BUTTON.DLL       PM button control dynamic link library PMCTLS.DLL       PM controls dynamic link library PMDRAG.DLL       PM drag/drop dynamic link library PMMLE.DLL        PM multiline edit dynamic link library PMSDMRI.DLL      PM CUA control dynamic link library

PMSHAPI.DLL      PM shell APIs dynamic link library PMSHAPIM.DLL     PM shell APIs dynamic link library PMSHELL.DLL      PM shell that the system is running on (DLL) PMSHLTKT.DLL     PM shell's dynamic link library PMTKT.DLL        PM shell's dynamic link library

PMWIN.DLL        PM dynamic link library PMWP.DLL         PM Workplace Shell dynamic link library PMWPMRI.DLL      PM Workplace Shell dynamic link library SELECT.DLL       PM selection control dynamic link library SESMGR.DLL       Session manager dynamic link library

SOM.DLL          System object module dynamic link library WPCONFIG.DLL     Workplace Shell configuration dynamic link library WPCONMRI.DLL     Workplace Shell configuration dynamic link library WPPWNDRV.DLL     Workplace Shell dynamic link library Problem classification:
 * WPSHL Problem Information

____ Desktop missing or not found ____ Trap ____ Hang in Workplace Shell only ____ Duplicate or missing icon ____ Problem running application from icon only ____ Drag or drop operations ____ Other icon-specific problem ____ WIN API not functioning properly ____ SOM API not functioning properly (System Object Model) ____ PRF API not functioning properly (profile functions) ____ OS/2 Clipboard/DDE problem ____ System Setup folder objects that belong with Workplace Shell ____ Repaint problem ____ LAN-aware shell ____ Workplace Shell-specific memory problem ____ OS/2-generated error message:  ___________________________________ ____ Other:  __________________________________________________________

What have you already attempted to resolve the problem?

____ Remake INI files and/or desktop Method used: ____________________________________________________ ____ Deleting WP_ROOT._SF file ____ CHKDSK or other tools:  __________________________________________ ____ Delete and recreate object ____ Reinstalling the application ____ Calling vendor of application ____ All of the above ____ None

When did the problem start?

____ Applied update to OS/2 ____ Applied update to application ____ Installed a new application ____ Made changes to the system (for example, CONFIG.SYS) ____ Other:  __________________________________________________________

Frequency of the problem:

____ Every time    ____  Intermittent    ____  Once

Is the problem recreatable? ____ Y   ____ N    ____  Don't know

Does a TRAP occur? ____ Y  ____ N      (If yes, fill in the TRAP information under HNGTR team 3)

SET SHELLEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y    ____ N

SET SHAPIEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y    ____ N

NetWare type (if LAN Object): _________________________________________

____ IBM OS/2 LAN Requester 2.0 ____ IBM OS/2 LAN Requester 3.0 ____ Novell NetWare Requester ____ Any DOS NetWare Requester

Problem description and steps required to re-create the problem: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Team 15. PCDOS - PC DOS Problems
The PCDOS team is responsible for all problems in IBM PC DOS:
 * 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
 * Task swapper
 * All shell utility programs
 * Printing from within DOS
 * PRINT.COM
 * MODE.COM and redirected print
 * Network problems where DOS is at fault
 * IBM computers preinstalled with PC DOS are NOT supported by this team. Problems with preinstalled systems should be addressed to their respective support centers:
 * PS/1 software support: 1-919-543-9708
 * ValuePoint and ThinkPad support: 1-800-PS2-7772
 * Exceptions:
 * XGA device-driver support running under DOS should be sent to the DEVDRV team at Retain location 148
 * TCP/IP for DOS is not PC DOS, and should be sent to the TCPWS team at Retain location 103

Do not confuse PC DOS with DOS compatibility in OS/2, which is handled by DOSAP team 2.


 * PCDOS Problem Information

The PCDOS team requires only that the "Hardware and Software Configuration Information" (listed before the description of DISK team 1) be available when calling for support.

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

There are two types of dumps:

1. Automatic dump (only useful for Ring 3 traps)

2. Manual dump (used for hangs and traps that are not Ring 3)

The situation determines which type of dump is needed. IBM OS/2 Support will help you determine which process is correct for your situation.

Step 1. Starting the trace

TRACE=ON TRACEBUF=63 TRACE=OFF 4,24,47,50,97,98
 * For OS/2 prior to release 2.0, add the following lines in CONFIG.SYS, and then reboot the machine:

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.)

TRACEBUF=63 TRACE=ON
 * For OS/2 2.x, add the following lines to CONFIG.SYS then reboot the machine:

Step 2. Preparing the diskettes for the memory dump


 * To begin the process, you will need to create a "dump diskette." This diskette must be created on a working machine BEFORE a failure. The diskette is then saved until needed.

To create a dump diskette, enter the following from a command prompt:

CREATEDD A:

When the machine requests the dump diskette, use this one as the first diskette. Additional formatted diskettes will be needed to  hold the rest of the dump. The number of diskettes needed depends on  the amount of memory in your system. The diskette sizes must be the same (for example, all 1.44 MB diskettes or all 2.88 MB diskettes).

Step 3. Two Ways of Recording the Dump (automatically or manually)


 * 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.)


 * Manual Dump Process

It is also possible to start a manual dump of the system. If the trap information is displayed on the screen, record ALL of the information Press and hold Ctrl+Alt, and then press Num Lock twice. This starts the dump process. (This assumes the keyboard is not locked.)

Step 4. Performing the Dump


 * When the dump is started, either automatic or manual, the screen goes blank and the user is instructed to insert the dump diskette. This is the diskette created with the CREATDD command in Step 2. The user is prompted for additional diskettes as needed, and is then instructed to insert the dump diskette a second time. When this is finished, the system can be re-booted to return to normal operation.

Note that no register information is displayed when an automatic dump is performed. The register information is contained in the dump information.

Step 5. Mailing the Dump to IBM


 * Do NOT send dump diskettes unless instructed by IBM Level 2 Support. Diskettes MUST be clearly labeled with the PMR# or APAR# and your name. Please ensure diskettes are numbered as well.

Dump diskettes should be sent to:

OS/2 HNGTR Team, Bldg 001-3 Internal Zip 1024 IBM Corporation 1000 NW 51st Street Boca Raton FL 33431

Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs
The following table defines which team owns the various Virtual Device Drivers, DOS_SETTINGs, and WINDOWS_SETTINGs. See the OS/2 Virtual Device Driver Programming Reference for more detailed information (interrupt numbers, more descriptive text, etc.). Driver        Team       Description --               --- VSVGA.SYS      VIDEO      SVGA video function emulation VKBD.SYS      MKBCM      Keyboard emulation VTIMER.SYS    DOSAP      System timer emulation VPIC.SYS      DOSAP      Interrupt controller emulation VDSK.SYS      DISK       Hard-disk I/O emulation

VDISK.SYS *   DISK       RAMdisk for OS/2 VBIOS.SYS     DOSAP      BIOS function emulation VLPT.SYS      PRINT      Printer port emulation VFLPY.SYS     DISK       Diskette drive I/O emulation

VNPX.SYS      DOSAP      Numeric Math Coprocessor instruction handling (if available). Does NOT emulate a math coprocessor on non-math-coprocessor- equipped machines

VCMOS.SYS     DOSAP      CMOS I/O emulation

VWIN.SYS      WINAP or   Interface between WIN-OS/2 and Presentation WPSHL     Manager

VMDISK.EXE *  DOSAP      Utility program used to create DOS startup diskettes - except diskette-drive controller problems (see the DISK team)

VVGA.SYS      VIDEO      VGA video function emulation VEGA.SYS      VIDEO      EGA video function emulation VCGA.SYS      VIDEO      CGA video function emulation VMONO.SYS     VIDEO      Monochrome video function emulation VDPX.SYS      DOSAP      DPMI protect mode to real mode call interface

VXGA.SYS      VIDEO      XGA video function emulation VMOUSE.SYS    MKBCM      Mouse emulation VCOM.SYS      MKBCM      COM port emulation V8514A.SYS    VIDEO      8514 video function emulation VCDROM.SYS    DISK       OS/2's equivalent of Microsoft's MSCDEX.EXE for VDMs. If customers are using real MSCDEX in a VMB, see the DOSAP team.

VTOUCH.COM *  VIDEO      Touch-screen function emulation VPCMCIA.SYS   OTHER      PCMCIA adapter I/O and handling VAPM.SYS      OTHER      Advanced Power Management function handling VDPMI.SYS     DOSAP      DOS Protect Mode Interface functions VEMM.SYS      DOSAP      Expanded Memory Specification emulation

VXMS.SYS      DOSAP      Extended Memory Specification emulation VDMA.SYS      DOSAP      Direct Memory Access BIOS function emulation

are related closely enough to warrant inclusion in this listing. Use the following table to determine the team that owns the various DOS and Windows settings. Column 1 below provides the first few letters of the DOS_SETTINGs and WINDOWS_SETTINGs. Column 2 contains the name of the team that owns each setting. Letters       Team         Exceptions ---                -- AUDIO          MMPM COM           MKBCM DOS           DOSAP        DOS_BACKGROUND_EXECUTION, when dealing with graphical DOS applications, is owned by the VIDEO team DPMI          DOSAP EMS           DOSAP HW            DOSAP
 * Entries marked with an asterisk are not virtual device drivers, but

IDLE          DOSAP MEM           DOSAP KBD           MKBCM

PRINT         PRINT VIDEO         VIDEO WIN           WINAP

Industry-Standard Architecture (AT Bus) Overview
The original Industry-Standard Architecture (ISA) machine, the IBM Personal Computer AT, allowed for the definition of up to four serial communication ports. However, there has never been any hardware architectural standard that defined the I/O port addresses or Interrupt Request (IRQ) lines associated with serial ports #3 or #4. Over the years a convention was established which places the port addresses for COM3 and COM4 at 03E8 and 02E8 respectively. This is a generally accepted convention, and is not a standard.

If multiple hardware adapters of any kind (not just communications) are using the same I/O address, then the effect on your computer will be totally unpredictable.

OS/2 2.x is an interrupt-driven operating system, and requires unique I/O addresses and Interrupt Request lines (IRQs) for each adapter in the system on an ISA computer system. ISA systems have edge-triggered interrupts, in contrast to Micro Channel and EISA systems, which use level-sensitive interrupts.

Edge-triggered interrupts can only be sensed for a very short period of time. If a second interrupt arrives from another adapter while the first interrupt is still being processed, then the second interrupt will be lost. Also, if two adapters are sharing the same physical IRQ, then the processor does not know which adapter (and therefore which OS/2 session) should get the Interrupt Request (IRQ).

In a single-tasking operating system such as DOS, the sharing of interrupts is not a problem, because only one application is in use at a time. OS/2, however, presents a different set of problems. If we have two, three, or four serial communications adapters, the probability is high that we might try to use two or more of them at the same time. If some of them have previously been set up using shared interrupts, then the stage is set for mysterious things to happen that probably didn't happen under DOS.


 * ISA Bus Architecture

On an ISA machine, there are a total of 15 IRQ levels available. These interrupts are determined by the two INTEL 8259a (or compatible) Programmable Interrupt Controllers (PICs). Each PIC is capable of handling eight Interrupt ReQuest (IRQ) lines, but IRQ2 of the first pic is cascaded (or linked) to IRQ9 of the second PIC. Any adapter that is physically configured (or "jumpered") to IRQ2 will be recognized by OS/2 as IRQ9. This is defined by the hardware and not the OS/2 operating system.

The following table lists the standard IRQ assignments, in order of priority, in both ISA and Micro Channel computers. IRQ#   Device Associated - 0      System Timer 1     Keyboard 2     Secondary Interrupt Controller (see note) 8     Realtime Clock 9     --- (see note) 10     --- free 11     --- free 12     --- free - reserved for auxiliary device 13     Math Coprocessor 14     Hard Disk 15     --- free 3     COM2 (Serial Communications Port #2) 4     COM1 (Serial Communications Port #1) 5     LPT2 (Parallel Printer Port #2 - address 278) 6     Diskette 7     LPT1 (Parallel Printer Port #1 - address 3BC or 378)

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

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

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


 * ISA Interrupt ReQuest (IRQ) Levels and I/O Addresses

Industry-Standard Architecture (ISA) computers use edge-triggered interrupts (versus level-sensitive interrupts used in Micro Channel computers). OS/2 2.x only supports interrupt sharing on Micro Channel computers. The reason that interrupt sharing is not supported on ISA computers is a limitation of the ISA architecture (edge-triggered interrupts) and performance. Every adapter in an ISA computer must have a unique IRQ that is physically defined by hardware jumpers or logically defined by software supplied by the vendor of the adapter. The adapter, and not OS/2, determines the IRQ settings. The same can be said for I/O addresses.


 * Determining IRQs for ISA Computers

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

If you set an ISA adapter to IRQ2, this adapter will be known to OS/2 as IRQ9. The reason for this is there are two Intel 8259a (or compatible) Programmable Interrupt Controllers (PICs) in the ISA bus architecture. Each PIC can handle eight (8) interrupts. IRQ2, which is located on the master PIC, cascades to IRQ9 of the slave PIC. This is a function of the hardware, not the OS/2 operating system.


 * Determining I/O Addresses

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

1. Start a DOS full-screen session (command prompt).

2. Enter DEBUG and press the Enter key.

3. At the '-' prompt, enter D 40:0 and press the Enter key.

4. You will see 0040:0000 followed by pairs of hexadecimal numbers. These numbers are the I/O addresses recognized by COM.SYS. Below is  an example of COM1 and COM2:

0040:0000 F8 03 F8 02 00 00 00 00-BC 03....

This represents 03f8 (COM1) and 02f8 (COM2). If COM3 were present, it  would follow COM2's address.

Notes:

(1) If the above procedure shows E8 02 in COM3's address position, there is NOT a serial communication adapter defined as COM3, and there is a serial communication adapter defined as COM4. Refer to  the following section.

(2) If COM1 or COM2 slots are equal to zero (00 00), and you have a  serial mouse plugged into the port in question, this is normal. The MOUSE.SYS driver enters zeros for the port it owns, so that other drivers (e.g., COM.SYS) do not interfere with the port.

5. Enter Q and press the Enter key to leave DEBUG.


 * Location 40:0 Scenarios

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

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

1. 0040:0000  F8 03 F8 02 20 32 28 32-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS

Micro Channel computer with 4 serial devices: COM1(3f8), COM2(2f8), COM3(3220), COM4(3228). This is a VALID CONFIG.SYS line.

2. 0040:0000  F8 03 F8 02 E8 03 E8 02-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii) (4,2e8,ii)

where 'ii' is equal to the physical IRQ level set on the serial device.

ISA computer with 4 serial devices: COM1(3f8), COM2(2f8), COM3(3e8), COM4(2e8) - either no mouse or a bus mouse. Very likely has IRQ conflicts with either the mouse or between the serial devices. Another possibility is a malfunctioning mouse, or the MOUSE.SYS statement is following the COM.SYS statement in the CONFIG.SYS file. The MOUSE.SYS statement must always precede the COM.SYS statement in   the CONFIG.SYS file. This is a valid CONFIG.SYS line provided that the IRQs match the physical IRQ of the serial devices.

3. 0040:0000  00 00 F8 02 00 00 00 00-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS

ISA or Micro Channel computer with two serial devices - mouse is on   COM1.

4. 0040:0000  F8 03 00 00 E8 03 00 00-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii)

where 'ii' is equal to the physical IRQ level set on the serial device.

ISA computer with three serial devices - mouse is on COM2. This is a   valid CONFIG.SYS line.

5. 0040:0000  F8 02 E8 03 00 00 00 00-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii)

where 'ii' is equal to the physical IRQ level set on the serial device.

ISA computer with two or three serial devices - either no mouse or a   bus mouse. WARNING: This configuration is very suspicious, and will probably not work, because 2F8 is the wrong address for the slot. Definitely check the physical configuration of the serial adapter. In this instance, check to see that COM1 is enabled on the adapter. If the adapter is configured correctly, there may be a hardware problem. The CONFIG.SYS line is valid, but there is a suspected hardware error.

6. 0040:0000  F8 03 F8 02 E8 02 00 00-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii)

where 'ii' is equal to the physical IRQ level set on the serial device.

ISA computer with three serial devices - either no mouse or a bus mouse.

Here, the third device is configured for what is usually assigned to   COM4(2e8). OS/2 will treat this as COM3, I/O address 2e8, and whatever IRQ is assigned. This situation usually causes an error (i.e, TRAP 000e, IPE, etc.). This is currently NOT a valid CONFIG.SYS line, due to a defect in the serial device driver (COM.SYS).

7. 0040:0000  E8 02 F8 02 E8 02 00 00-BC 03....

CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii)

where 'ii' is equal to the physical IRQ level set on the serial device.

ISA computer with three serial devices - mouse is on COM1.

Here, the COM.SYS device driver has taken the (4,2e8,ii) parameter passed, and has incorrectly placed the I/O address in slot 1, which was set to zero by the MOUSE.SYS device driver. This situation always causes an error. This is currently NOT a valid CONFIG.SYS line due to a defect in the serial device driver (COM.SYS).


 * ISA, OS/2, and Parallel Ports

Printer port addresses and IRQ levels are hard-coded in OS/2. The following table shows the typical assignments of the parallel ports on most computers. Port     I/O Address      IRQ ---     --- LPT1      3BC or 378       IRQ7 LPT2     278              IRQ5 Unlike the COM ports, where the addresses and the interrupts can be specified by parameters to the COM.SYS in the CONFIG.SYS file, the printer port addresses and IRQs shown above are fixed. OS/2 assigns LPT1 to the highest printer port address being used. The printer address is specified in the printer adapter board. With OS/2, you cannot use both addresses 3BC and 378 as printer port addresses, because both parallel ports (LPTs) would be sharing IRQ7. Unlike DOS, OS/2 uses interrupts for printing. The interrupt is triggered by the signal line, ACK, from the printer. If the IRQs are not configured correctly, or if the printer cable is missing the ACK line, the printer may work well under DOS but have problems under OS/2.


 * ISA and OS/2 Summary

Even though there is some flexibility for printer and COM port assignments, try to stick to the standard assignment as shown in the IRQ table above.

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

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

Physical addresses and interrupts can be indicated in OS/2 to the communication drivers. Usual default settings follow: There is no OS/2 default setting for COM3 and COM4. It must be specified by the DEVICE=x:\OS2\COM.SYS statement (where x: is the installed drive) in the CONFIG.SYS file.
 * COM1 - 03f8 - IRQ 4 (OS/2 and industry default)
 * COM2 - 02F8 - IRQ 3 (OS/2 and industry default)
 * COM3 - 03E8 - (industry practice)
 * COM4 - 02E8 - (industry practice)

An example of address and interrupt assignments follows: If interrupt devices are occasionally losing data, try moving to a higher-priority unused interrupt.
 * 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


 * Micro Channel Computers

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

OS/2 LAN Systems Team Descriptions and Required Problem Information
Support for the LAN Systems products is divided into five teams. They are:
 * 1) SERVER - OS/2 LAN Server Problems
 * 2) OS2REQ - OS/2 LAN Requesters/Remote IPL Problems
 * 3) DLR - DOS LAN Requester/PC LAN Program Problems
 * 4) LSAPPS - OS/2 LAN Application Problems
 * 5) TRAP - LAN-Related Traps and Hangs

This section discusses the responsibilities of each of these teams. The Software Solution Services representative will be able to direct your call more efficiently if you can determine which team would be the appropriate one to assist with your problem or question.

This section also contains the general LAN Systems problem reporting form for collecting the initial problem-determination information required by these teams. Having this problem information available prior to placing a call for assistance will enable the support center representative to resolve your problem more efficiently.

Team 1. SERVER - OS/2 LAN Server problems
The SERVER team is responsible for: - Alerter Service             -  Netlogon Service - DCDB Replicator Service     -  Netrun Service - Generic Alerter Service     -  Replicator Service - Loopback Driver             -  Timesource Service - Migration Import Utility    -  Uninterruptable Power Supply (UPS)
 * 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:
 * 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)

Team 2. OS2REQ - OS/2 LAN Requester/Remote IPL (RIPL) problems
The OS2REQ team handles:
 * 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

Team 3. DLR - DOS LAN Requester/PC LAN Program problems
The DLR 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

Team 4. LSAPPS - OS/2 LAN application problems
The LSAPPS team handles the following problems:
 * Network Transport Services/2 (NTS/2) and MPTS (Multi-Protocol Transport Services)
 * Initialization and binding of protocols to adapters
 * Protocol problems (for example, session loss or errors in LANTRAN.LOG file)
 * Problems associated with the PROTOCOL.INI file
 * Virtual Device Driver problems
 * 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, ServicePaks, Extended Services, etc. should go to their respective product owners' teams

Manage       Tie Enabler      Monitor Fix          View - Problems configuring the Manage machine
 * 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:

- Problems with non-registered objects on the Manage machine

Team 5. TRAP - LAN-Related TRAPs and hangs
The TRAP team handles all LAN-related traps and hangs:
 * All Internal Processing Errors (IPEs)
 * TRAP from which the system cannot recover
 * Entire system hangs that prevent all user input
 * Exception:
 * For SYSxxxx failures (such as SYS3175) that detect a failing process, see the appropriate support team.


 * LAN Systems Problem Information - General

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

Level of code
 * LAN Systems Problem Information - Software

Domain         Additional     OS/2 Controller     Servers        Requesters

Base OS/2 CSD/ServicePak    ___________     __________     ___________

LAN Services CSD/ServicePak    ___________     __________     ___________

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

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

OEM network programs co-existing on network __________________________________ _____________________________________ __________________________________ _____________________________________

User's applications on the network __________________________________ _____________________________________ __________________________________ _____________________________________

LAN Systems Problem Information - Hardware

_________ Model of the failing machines _________ Speed of the failing machines _________ Type of network adapter involved

Printer information

_________ Printer type _________ Drivers (list all) ____________________ _____________________ ____________________ _____________________

General Network Problem Information ---

Type of network (check one) ___ Token-Ring ___ Ethernet ___ Other (list) _________________________________

_______ Data rate

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

Description of general network topology (bridges) ________________________________________________________________________ ________________________________________________________________________

LAN Systems Error Messages Problem Information --

Complete error message from all errors displayed on the screen ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

All pertinent messages from the NET ERROR log ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Return codes _______, _______, _______

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

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

LAN Systems Problem Documentation -

Description of the problem: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Re-creation scenario (if reproducible) ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Suggestion/results ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Network load at time of error ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Frequency of the problem ________________________________________________________________________

Consistency of the problem ________________________________________________________________________

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

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

EE/ES Database Manager Team Descriptions and Required Problem Information
Support for the OS/2 Extended Edition and Extended Services Database Manager products is divided into 5 teams:
 * 1) DBENG - Database Manager engine (Database Services)
 * 2) DBMAPI - APIs and application programming
 * 3) DBMRDS - Remote data services
 * 4) DBMFE - Database Manager front ends - Query Manager, CLI, database tools
 * 5) DBMOTH - Data integrity loss, interaction with other products

This chapter contains a description of the responsibilities of each of these teams. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which team would be the appropriate one to assist with your problem or question.

This chapter also contains the general Database Manager problem reporting forms for collecting the initial problem determination information required by these teams. Having this problem information available prior to placing a call for assistance will enable the support center representative to resolve your problem more efficiently.

Team 1. DBENG - Database Manager engine (Database Services) problems
The DBENG 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

Team 2. DBMAPI - APIs and application programming problems
The DBMAPI 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)

Team 3. DBMRDS - remote data services problems
The DBMRDS team addresses these 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

Team 4. DBMFE - Database Manager front ends (Query Manager, CLI, database tools)
The DBMFE team addresses problems in the following areas: o Query Manager objects - Queries/Reports      -  Menus - Procedures           -  Forms - Panels               -  Profiles o Command-line interface - Problems running the interface itself, and not just errors while running specific commands using the interface o Configuration, Directory, or Recovery tools

Team 5. DBMOTH - Data integrity loss, interaction with other products
The DBMOTH team addresses problems in the following areas: o Data integrity loss

- Database recovery errors

- Abends or errors accessing specific tables

- TARRR/Resetlog problems or questions

- Unusable data in reports

o Interaction with other products (CICS, POMS, PMPS, LNM, etc.)

Database Manager Problem Information

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

Software and Hardware Information -

Software:                      Level of code

Database Client   Server

CSD/SelectPak levels    _______________    __________________

Additional SQL modules  _______________    __________________

Hardware:

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

Error Messages --

Specific error message SQL ____________________________________________________________ QRW ____________________________________________________________ DBM ____________________________________________________________ Other____________________________________________________________

Return codes on specific errors

SQL0902C _________ QRW2272W _________ SQL30080N _________

Remote data services problems -

Protocol being used (check which one) ____ APPN ____ NetBIOS ____ SQLL00

Number of users (if any) that can successfully access remote database _______________

Does error occur locally on the server? Y or N

General Problem Information ---

Is the database accessible? Y or N ________

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

Does the error occur in:

Query Manager           Y or N  ________ Command Line Interface  Y or N  ________ User Application        Y or N  ________

If user application, what language and compiler were used?

Language _____________________________________________________________ Compiler _____________________________________________________________

Re-creation scenario ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Has the function/application ever worked? Y or N ________ You may also be requested to send in a backup copy of the database if the problem cannot be reproduced on local support databases.

After initial problem information is gathered, the problem may be transferred for further problem determination to specific groups on the Database Manager analyst team.

NetWare Team Descriptions and Required Problem Information
Support for NetWare products is divided into 5 teams. They are:
 * 1) NW40 - NetWare Version 4
 * 2) NCOMM- NetWare Communications
 * 3) NWKSTA - NetWare Requester
 * 4) NWOTHR - NetWare LANalyzer for Windows, NetWare Services Manager
 * 5) NWSRV - NetWare Server

This section describes the responsibilities of each of these teams. The Software Solution Services representative will be able to direct your call more efficiently if you can determine which team would be the appropriate one to assist with your problem or question.

This section also contains the general NetWare problem reporting forms for collecting the initial problem determination information required by these teams. Having this problem information available prior to placing a call for assistance will enable the support center representative to resolve your problem more efficiently.

Team 1. NW40 - NetWare version 4 problems
The NW40 team addresses problems with NetWare version 4.0.

Team 2. NCOMM - NetWare communications problems
The NCOMM team addresses problems with:
 * 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

Team 3. NWKSTA - NetWare Requester problems
The NWKSTA team addresses problems with:
 * NetWare DOS Client
 * NetWare Requester for OS/2 v1.3
 * NetWare Requester for OS/2 v2.0
 * NetWare Lite v1.1

Team 4. NWOTHR - NetWare LANalyzer for Windows, NetWare Services Manager
The NWOTHR team addresses problems with:
 * NetWare LANalyzer for Windows v2.0
 * NetWare Services Manager v1.3b

Team 5. NWSRV - NetWare Server problems
The NWSRV team addresses problems with:
 * NetWare v2.2
 * NetWare v3.11
 * NetWare Flex/IP v1.2
 * NetWare NFS v1.2b


 * NetWare FTAM v1.2
 * 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/ ServicePak applied             _____________        _____________ Version of NetWare Requester     _____________        _____________ NetWare corrective service/ NSD applied                    _____________        _____________

Version of failing applications ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

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

NetWare Problem Information - Hardware --

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

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

General Network Problem Information ---

Bridges/routers in use ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Bridge/router between workstations and servers ________________________________________________________________________ ________________________________________________________________________

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

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

NetWare Problem Description ---

Description of problem ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Steps to re-create problem ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

History of recent hardware/software changes on workstations ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

History of recent hardware/software changes on servers ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Network load at time of failure ________________________________________________________________________ ________________________________________________________________________

Does application fail if run only from workstation? Y or N ____________

Has it ever worked? Y or N ____________

Is this a new installation? Y or N __________

Appendix A. Definition of Terms
The following are definitions of many of the terms used in this document. Call       A call is a telephone or electronic request for IBM service or for information about a previously reported Incident. An           Incident may involve multiple calls or actions, such as:

o The initial request for assistance o Offline research o A callback from IBM to the customer o Closure

This sequence will be counted as one Incident when charged against the customer's Solution Block.

Defect     A defect is a problem with the unaltered portion of a            licensed Personal Software Product that causes it to not conform to its Program Specifications (when properly used on           a machine for which the program was designed) consistent with each Product's license agreement.

Entitled   "Entitled" refers to the level of service or support that is Service     designated by IBM or the Product vendor to be included in            the price of the Product. The customer receives this service or support at no additional charge. An example of entitled service is the service or support specified in the Statement of Service contained in the License Information document for OS/2.

Incident   An Incident is defined as a singular request for assistance (problem)  with a specific Personal Software Product. Requests for assistance with multiple Products, or different problems with the same Product, will be considered to be separate Incidents and recorded as such in the IBM problem management system.

Closure of an Incident occurs when an answer is provided to           the initial request. Closure may also include referring the customer to the appropriate source for resolution.

Incident   The Incident owner may be an individual or a team. Transfer Ownership  of Incident ownership is only done when the new owner has agreed to accept ownership. If required, customers may participate in the technical transfer of ownership.

Ownership of an Incident remains within IBM until Incident resolution unless ownership has been transferred to a           vendor's or business partner's service organization.

Product    A Product Expert is an IBM service representative with an Expert      in-depth knowledge in specific areas of a Product. This representative can provide answers and solutions to           technically detailed or complicated questions and problems. This representative will have access to resources needed to           determine whether a previously unknown defect exists in the Product.

Product    A Product Specialist is an IBM service representative with Specialist knowledge of a specific Product. This representative can can provide answers to general usability and how-to questions, as well as solutions to already known problems and defects.

Queue      A queue is a list stored in the Problem Management Facility of Retain. This list contains the Problem Management Records (PMRs) requiring action by a product specialist at the support location, in order of severity and the time the call was entered.

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

ServicePaks and interim/pervasive fixes are released to all distribution channels including electronic bulletin board systems.

Not all Products produce a ServicePak as part of their service process.

TALKLink   TALKLink is an IBM service available via IBMLink. Customers can converse electronically with each other and the worldwide internal IBM community on a wide variety of topics related to the acquisition, installation, support, and use of Products and services marketed by IBM or a related business affiliate. (Refer to the IBM TALKLink contract for           TALKLink terms and conditions.)

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

Technical  A Technical Specialist is an IBM technical representative Specialist with a high level of knowledge of OS/2 and DOS products. This representative can provide assistance to the customer with installations, basic problem determination, problem source identification, and some application development.

Time Zones Service availability that is limited to 8 AM to 5 PM local customer time is during those hours within the following time zones; Eastern, Central, Mountain, and Pacific. Customers outside those time zones are covered during those hours in the time zone nearest them.

U.S.       The following are the national holidays in the U.S. that National   affect the support center: Holidays o  January 1 - New Year's Day o  Last Monday in May - Memorial Day o  July 4 - Independence Day o  First Monday in September - Labor Day o  Fourth Thursday in November - Thanksgiving Day o  December 25 - Christmas Day

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

Appendix B. Personal Software Products
The following is a list of the products supported by Software Solution Services, and which adhere to the guidelines set forth in this document. Name                                             Version   Component ID                                              --- OS/2 Products

OS/2 16/32-bit operating system                  2.0, 2.1     562107701 OS/2 for Windows                                 2.1          562230600 Presentation Manager                             2.0          562107901 MMPM/2                                           1.0, 1.1     562137400 IMG Adapter/A Device Driver                      1.02         562141900

MMPM/2 Toolkit                                   1.0, 1.1     562142800 MVGA/MUL XGA Device Driver                       1.0          562142000 OASAS I Disk Array Management                    1.0, 2.0     569620000 Pen for OS/2                                     1.0          562215100 PenDOS                                           2.2          569656000

Presentation Manager Toolkit                     2.0          562108001 REXX                                             2.0          562129300 Secured DOS - DES                                1.0          562129200 Toolkit                                          2.0, 2.1     562107801
 * LAN Systems Products

NOTE: Entitled services for the Novell products are not provided by IBM. DCE Cell Directory Server                        1.00         569665704 DCE Client                                       1.00         569669200 DCE Client-Encrypted                             1.00         569669100 DCE SDK-Encrypted                                1.00         569669300 DCE Security Server                              1.00         569665702

DCE Windows Client                               1.00         569669000 DCE Windows Client-Encrypted                     1.00         569668900 DOS LAN Requester 2.0                            2.00         562125304 DOS LAN Requester 3.0                            3.00         562125304 LAN Requester 2.0                                2.00         562125301

LAN Requester 3.0                                3.00         562125301 LAN Server 2.0                                   2.00         562125305 LAN Server 3.0                                   3.00         562125305 LAN Services 1.3 - Requester                     1.30         560116401 LAN Services 1.3 - Server                        1.30         560116201

NetWare Client Kit for DOS/Windows v1.01                      562236100 NetWare Client Kit for DOS/Windows from IBM v1.01             569638700 NetWare Client Kit for OS/2 from IBM v2.01                    562135800 NetWare Client Kit for OS/2 v2.01                             562235900 NetWare for Macintosh Client from IBM v1.0                    562226200

NetWare for Macintosh Client v1.0                             562229100 NetWare for Macintosh from IBM 3.12                           562122200 NetWare for Macintosh from IBM 4.0                            562122200 NetWare for Macintosh 3.12                                    562228100 NetWare for Macintosh 4.0                                     562229000

NetWare for SAA 1.3                                           562228300 NetWare for SAA 1.3 from IBM                                  562122500 NetWare for SAA 1.3B                                          562228300 NetWare for SAA 1.3B from IBM                                 562122500 NetWare from IBM 2.2                                          562121200

NetWare from IBM 3.11                                         562120300 NetWare Services Manager for LAN NetView v1.5                 562229400 NetWare Services Manager for LAN NetView from                 569635600 IBM v1.5 NetWare Workstation Kit DOS/Windows v1.0                      562236100

NetWare Workstation Kit DOS/Windows from IBM v1.0             569638700 NetWare Workstation Kit for OS/2 from IBM v1.3                562135800 NetWare Workstation Kit for OS/2 v1.3                         562235900 NetWare 2.2                                                   562228000 NetWare 3.11                                                  562227900

NetWare 3.12                                                  562227900 NetWare 3.12 from IBM                                         562120300 NetWare 4.0                                                   562230200 NetWare 4.0 from IBM                                          569653500 NetWare 4.01                                                  562230200

NetWare 4.01 for OS/2                                         562236500 NetWare 4.01 for OS/2 from IBM                                562236400 NetWare 4.01 from IBM                                         569653500 NTS/2                                            1.00         562200200
 * LAN Systems Products

The following Products have Limited Support. Limited Support means these Products will be supported Monday through Friday from 9 AM to 6 PM Eastern time (excluding U.S. national holidays). Customers will receive a callback within 4 business hours. LAN Distance Connection Server - Advanced        1.00         562207400 LAN Distance Connection Server - Entry           1.00         562215500 LAN Distance Remote                              1.00         562207500 LAN NetView Agents Extended                      1.00         569640400 LAN NetView Agents for DOS                       1.00         569640300

LAN NetView Enabler                              1.00         569640200 LAN NetView Fix                                  1.00         562202000 LAN NetView Manage                               1.00         569640100 LAN NetView Monitor                              1.00         562202200 LAN NetView Scan                                 1.00         562218100

LAN NetView Start                                1.10         562200100 LAN NetView Tie                                  1.00         562201900 LAN Server for Macintosh                         1.00         569640600 LAN Server Ultimedia                             1.00         562218500 LANalyzer for Windows from IBM                   2.0          569652100

LANalyzer for Windows                            2.0          562229900 NetWare Access Services from IBM v1.3                         569636100 NetWare Access Services v1.3                                  562229600 NetWare Asynchronous Communication Services from              569635900 IBM v3.0

NetWare Asynchronous Communication Services v3.0              562229500 NetWare Communication Services Manager from IBM               562122600 v1.0 NetWare Communication Services Manager from IBM               562122600 v1.1

NetWare Communication Services Manager v1.0                   562228400 NetWare Communication Services Manager v1.1                   562228400 NetWare Flex/IP from IBM v1.2                                 569636000 NetWare Flex/IP v1.2                                          562235700 NetWare for SAA Services Manager from IBM v2.0                562122500

NetWare for SAA Services Manager v2.0                         562229200 NetWare FTAM from IBM v1.2                                    562122400 NetWare FTAM v1.2                                             562235800 NetWare HostPrint from IBM v1.0                               569652200 NetWare HostPrint v1.0                                        562230000

NetWare Lite from IBM 1.1                                     562128100 NetWare Lite 1.1                                              562228600 NetWare Management Agent from IBM v1.0                        569635800 NetWare Management Agent from IBM v1.5                        569635800 NetWare Management Agent v1.0                                 562236200

NetWare Management Agent v1.5                                 562236200 NetWare Name Service from IBM v1.0                            562122700 NetWare Name Service v1.0                                     562228500 NetWare NFS from IBM v1.2                                     562122300 NetWare NFS from IBM v1.2B                                    562122300

NetWare NFS Gateway v1.1                                      562230300 NetWare NFS Gateway v1.1 from IBM                             569669400 NetWare NFS Starter Kit from IBM v1.2B                        569650400 NetWare NFS Starter Kit v 1.2B                                562229700 NetWare NFS v1.2                                              562228200

NetWare NFS v1.2B                                             562228200 NetWare Services Manager for OS/2 v1.0                        562229400 NetWare Services Manager for Windows v1.1                     562235600 NetWare Services Manager for OS/2 from IBM v1.0               569635600 NetWare Services Manager for Windows from IBM                 569635700 1.1

NetWare SFT III from IBM 3.11                                 562206200 NetWare SFT III 3.11                                          562228900 NetWare SNA Links from IBM v1.0                               569653400 NetWare SNA Links v1.0                                        562230100 NetWare 3270 LAN Workstation DOS from IBM v2.0                562128200

NetWare 3270 LAN Workstation DOS from IBM v3.0                562128200 NetWare 3270 LAN Workstation Macintosh from IBM               562128300 v1.0 NetWare 3270 LAN Workstation DOS v2.0                         562228700 NetWare 3270 LAN Workstation DOS v3.0                         562228700

NetWare 3270 LAN Workstation Macintosh v1.0                   562228800 NetWare 3270 LAN Workstation Windows v1.1                     562229300 NetWare 3270 LAN Workstation Windows from IBM                 569633600 v1.1 NetWare 3270 Vector Graphics Option v3.0                      562229800

NetWare 3270 Vector Graphics Option from IBM                  569652000 v3.0 Network Signon Coordinator/2                     1.10         564804900 PC LAN Program                                   1.34         560120701 System Performance Monitor/2 v1.0                1.00         562120600

System Performance Monitor/2 v2.0                2.00         562201000 User Profile Management for Extended 3.0         2.00         562125306 User Profile Management for Extended 3.0         3.00         562125306 User Profile Management LAN Server 3.0           3.00         562125302

3270 LAN Workstation Windows v1.0                1.00         569633600 3270 LAN Workstation Windows v1.2                1.20         569633600 Database Tools                                   1.00         562121305 DB2/2 1.0                                        1.00         562204401 DDCS/2 1.0 Multi-User Gateway                    1.00         562126602 DDCS/2 1.0 Single-User                           1.00         562126601 DDCS/2 2.0                                       2.00         562205700
 * Database Manager Products

DOS Database Client                              1.00         562121306 DOS Windows Client                               1.00         562121304 Extended Services 1.0 - DB                       1.00         562121302 Extended Services 1.0 - QM                       1.00         562121307 CICS OS/2                                        1.2          568810101 CICS OS/2 Single-User                            2.0          564803600 CICS OS/2 Multi-User                             2.0          564803603 Communications Manager ES                        1.0          562121301 Communications Manager/2                         1.0          562125400
 * Networking Systems Products

IBM NetView File Transfer Program Client/2       1.0          562217200 IBM NetView File Transfer Program Server/2       1.0          562217300 NDM/2                                            1.1          562116700 NDM/2                                            2.0          562143900

TCP/IP - DOS                                     2.1          562121900 TCP/IP - OS/2                                    2.0          562208600 The following Products have Limited Support. Limited Support means these Products will be supported Monday through Friday from 9 AM to 6 PM Eastern time (excluding U.S. national holidays). Customers will receive a callback within 4 business hours. DCAF                                1.0          562103101 OS/2 OSI/CS                         1.0          560112401 OSIFS/2                             1.0          560121101 SwitchServer/2 ROLM 9751            1.0          562115900 Feature 5825

SwitchServer/2 NTI SL-1             1.0          562115900 Feature 5815 SwitchServer/2 AT&T G2              1.0          562115900 Feature 5835 SwitchServer/2 AT&T G3              1.0          562115900 Feature 5601 SwitchServer/2 NTI DMS-100          1.0          562115900 Feature 5600

Appendix C. Technical Education
Technical classes are available for customers who want in-depth knowledge about IBM Personal Software Products. These classes provide detailed technical information on the Products or in-depth problem determination (such as analyzing traces and dumps, or using the OS/2 kernel debugger). The charge for each class will be defined on an individual basis, as determined by the duration of the class, travel expenses to the customer location, and reasonable and actual living expenses for the instructors. Alternately, customer personnel can travel to the support location for the education. This travel may be necessary for any classes requiring specialized hardware for use in the class.

Customers requiring education in the operation or configuration of these Products should attend one of the classes offered by IBM Skill Dynamics. For the latest information on courses and costs, call IBM Skill Dynamics at 1-800-IBM-TEACh (U.S.) or 1-800-465-1234 (Canada).

In addition to the classes offered by Skill Dynamics, the following technical classes are available from the Products' support locations.


 * OS/2 Operating System

The following class is available for the OS/2 operating system: Title:        OS/2 Hang and Trap Analysis Workshop

Format:       Workshop at IBM Boca Raton

Sponsor:      OS/2 System Technical Support

Objective:    To transfer to the student all of the following:

o The ability to diagnose the cause of a trap occurring on OS/2. o A familiarity with both of the major OS/2 debugging tools. o Experience with an effective problem-determination technique.

This is the same training provided for the IBM OS/2 support personnel who belong to the Hang/Trap analysis team. The workshop is an intense class for those seriously interested in learning to diagnose the cause of              problems in an OS/2 system. All instructors work in OS/2 System Technical Support. Students successfully completing this workshop should be able to find the full pathname of the application programs involved with failures. If given the appropriate link map and compiler output files, students should be able to find the failing line, the name, the parameters, and variables for the failing application function, as well as the same data about the caller of the failing function, and so on, back to the main program entry. If the failure is within OS/2, students should be able to pinpoint the failing API, together with the parameters that caused the failure, in              addition to the above data for the application functions.

Duration:     4.5 days

Contact:      Customers who are interested in this course should contact the Solution Management Center at 1-800-992-4777.
 * CICS OS/2

The following two classes are available for CICS OS/2: Title:        CICS OS/2 Installation and Configuration Assistance

Format:       At customer account

Sponsor:      CICS OS/2 Level 2

Objective:    After completion of visit, the customer should have:

o A fully operational CICS OS/2 environment. o Systems personnel able to maintain the system and debug system problems.

Content:      On-site support from the CICS OS/2 support center to               assist in the installation and configuration of CICS OS/2. Includes Host Links and Peer-to-Peer communications via both NetBIOS and LU6.2.

Duration:     2 days

Contact:      Customers who are interested in this course should contact the Solution Management Center at 1-800-992-4777.

ALSO

Title:        CICS OS/2 Problem-Determination Education

Format:       At customer account

Sponsor:      CICS OS/2 Level 2

Objective:    After completion of the class, the student should be able to:

o Determine if a problem is caused by an application or                  a system failure. o Use debug aids.

Content:      CICS application debugging on the OS/2 Platform. Course includes use of CICS OS/2 trace, COBOL Animator and Xilerator, and SPM/2.

Duration:     3 to 5 days

Contact:      Customers who are interested in this course should contact the Solution Management Center at 1-800-992-4777.
 * OS/2 Database Manager

The following class is available for OS/2 Database Manager: Title:        Database Manager for OS/2 Problem-Determination Education

Format:       At customer account, or at Toronto Lab

Sponsor:      Level 2 OS/2 Database Manager Service

Objectives:   During the class, the instructors will:

o Familiarize customers with the various Database Manager debugging tools available. o Provide customer with hands-on experience with these tools. o Give customer enough knowledge to use these PD/PSI tools and techniques back in their environment, to                 assist them with determining the source of problems.

Content:      o   SQLTRC, TRACE and SQLJTRC o  .INX, .DAT and .LF file analysis o  .TARRR/DART o  Locking and process analysis o  Client/Server communication problem determination/ problem-source identification o  LABs will be included to provide hands-on experience

Options:      This course can be taught in the EE 1.3 DBM, ES 1.0 DBM, or DB2/2 1.0 environments. If the customer is using a              DRDA environment with DDCS/2 1.0 or DDCS/2 2.0, an               additional section on these PD/PSI techniques can be               added to the course.

Duration:     2 days

Contact:      Customers who are interested in this course should contact the Solution Management Center at 1-800-992-4777 at least one month prior to the desired date. Date and price for customer site education can be negotiated.

Trademarks, Registered Trademarks, Service Marks
Audio Visual Connection, BookManager, Communications Manager/2, C Set/2, DB2, DisplayWrite, HelpCenter, HelpWare, IBM, ImagePlus, LAN NetView, LAN NetView Fix, LAN NetView Manage, LAN NetView Monitor, LAN NetView Scan, LAN NetView Monitor, LAN Server, Micro Channel, NetView, Operating System/2, OS/2, Pen for OS/2, Personal System/2, Presentation Manager, PS/1, PS/2, Systems Appli- cation Architecture, TALKLink, ThinkPad, Ultimedia, and XGA are registered trademarks of International Business Machines Corp.

APPN, CICS, CICS/ESA, CICS OS/2, Common User Access, C Set ++, CUA, Current, DATABASE 2, DataHub, DB2, DB2/2, DDCS/2, The Developer Connection for OS/2, DISTRIBUTED DATABASE CONNECTION SERVICES/2, DRDA, Extended Services for OS/2, IBMLink, IMS Client Server/2, Information Warehouse, LANStreamer, Library Reader, LinkWay, Matinee, Midware, Multimedia Presentation Manager/2, Natural Computing, NAVIGATOR, PCjr, PenAssist, PowerPC, PowerOpen, SAA, Skill Dynamics, Skill Dynamics Canada, SOMobjects, SQL/DS, Storyboard, Ultimotion, VSE/ESA, WIN-OS/2, Workplace Shell, and XT are trademarks of International Business Machines Corp.

The following are trademarks of other companies: TRADEMARK                              OWNER

Adaptec                                Adaptec, Inc. AMI                                     American Megatrends, Inc. ATI                                     ATI Technologies, Inc. ProAudio Spectrum                       Media Vision, Inc. CodeView                                Microsoft Corporation CompuServe                             CompuServe, Inc. Corel                                   Corel Systems Corp. Diamond Stealth                         Diamond Computer Systems Ethernet                               Xerox Corp. Future Domain                           Future Domain Corporation Fujitsu                                Fujitsu Limited Headland                               Headland Technology, Inc. Hercules                                Hercules Computer Technology Hewlett-Packard                        Hewlett-Packard Company Hitachi                                Hitachi Ltd. HP, LaserJet, DeskJet, OpenView, PaintJet                             Hewlett-Packard Co. IEEE                                    The Institute of Electrical and Electronics Engineers Intel, Indeo                           Intel Corp. Internet                                Internet, Inc. IOMEGA                                  IOMEGA, Inc. ISO                                     International Organization for Standardization LAN Workplace                          Novell Inc. LaserJet                                Hewlett-Packard Company Lotus, Lotus Notes, 1-2-3              Lotus Development Corp. Macintosh                               Apple Computer Corp. Micronics                               Micronics Electronics, Inc. Micropolis                              Micropolis Corporation Microsoft, Microsoft C                 Microsoft Corp. NEC                                     NEC Corp. NetWare, NetWare Server, Novell         Novell, Inc. Orchid                                  Orchid Technology, Inc. PCMCIA                                  Personal Computer Memory Card International Association PenDOS                                 Communication Intelligence Corp. Pentium                                 Intel Corp. Phoenix                                 Phoenix Technologies, Ltd. PostScript, Adobe Type Manager          Adobe Systems, Inc. ProComm                                 Datastorm Technologies, Inc. PRODIGY                                 PRODIGY Services Co. Quantum                                 Quantum Corporation QVision                                Compaq Computer Corp. Seagate                                 Seagate Technology, Inc. Sony                                    Sony Corp. SoundBlaster                            Creative Labs, Inc. Stacker                                 Stac Electronics STB                                    STB Systems, Inc. Superstor                               AddStor, Inc. Toshiba                                 Toshiba Corporation Trident                                Trident Microsystems, Inc. Western Digital                         Western Digital Corporation Windows, Win32, Windows NT             Microsoft Corp. This concludes 1994 Issue 3 of IBM PSP Developer Support News.