PERSONAL SYSTEMS SOFTWARE PRODUCTS SUPPORT CENTER USER'S GUIDE February 10, 1994 ii Personal Systems Software Products Support Center User's Guide PREFACE _______ International Business Machines Corporation provides this document "as is" without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability or fitness for a par- ticular purpose. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new versions of this document. It is possible that this document may contain reference to, or information about, IBM products (machines and programs), programming or services that are not announced in your country. Such references or information must not be construed to mean that IBM intends to announce such IBM products, programming or services in your country. Preface iii iv Personal Systems Software Products Support Center User's Guide CONTENTS ________ 1.0 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2.0 USING THE IBM SUPPORT CENTER . . . . . . . . . . . . . . . . . . . . 3 2.1 Entitlement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 2.2 Before You Call Support . . . . . . . . . . . . . . . . . . . . . . 3 2.3 Placing Your Call . . . . . . . . . . . . . . . . . . . . . . . . . 4 2.4 How Support Handles Your Call . . . . . . . . . . . . . . . . . . . 4 2.5 Defect Resolution . . . . . . . . . . . . . . . . . . . . . . . . . 5 2.6 Closing a PMR . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 2.7 Escalation Procedures . . . . . . . . . . . . . . . . . . . . . . . 6 2.8 Additional Assistance . . . . . . . . . . . . . . . . . . . . . . . 6 2.9 Any Questions? . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 3.0 TALKLINK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 3.1 Initiating and Installing TalkLink . . . . . . . . . . . . . . . . 10 3.2 Using TalkLink . . . . . . . . . . . . . . . . . . . . . . . . . . 10 3.3 Solving Problems . . . . . . . . . . . . . . . . . . . . . . . . . 10 4.0 ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET . . . . . 11 4.1.1 Accessing the OS/2 CompuServe Forums . . . . . . . . . . . . . 11 4.2 Reporting a Suspected Code Defect . . . . . . . . . . . . . . . . 11 5.0 ELECTRONIC PROBLEM REPORTING VIA PRODIGY . . . . . . . . . . . . . 15 6.0 OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 17 6.1.1 Hardware and Software Configuration Information . . . . . . . 19 6.2 DISK - Hard Disk or File-System-Related Problems . . . . . . . . . 20 6.2.1 DISK Problem Information . . . . . . . . . . . . . . . . . . . 21 6.2.2 DISK Partition Information . . . . . . . . . . . . . . . . . . 22 6.3 DOSAP - DOS Applications - DOS Session Problems . . . . . . . . . 23 6.3.1 DOS Session Problem Information . . . . . . . . . . . . . . . 27 6.4 HNGTR - Hangs or Traps that Cause the System to Halt or Fail . . . 31 6.4.1 TRAP Messages Problem Information (32-bit) . . . . . . . . . . 32 6.4.2 Internal Processing Error Messages Problem Information (16 or 32-bit) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 6.4.3 Hard Error Messages (SYSxxx) Problem Information (32-bit) . . 33 6.4.4 Hard Error Messages (SYSxxx) or TRAP Messages (16-bit) . . . . 34 6.5 INSTL - Problems Experienced during Installation . . . . . . . . . 35 6.5.1 OS/2 Installation Problem Information . . . . . . . . . . . . 36 6.6 MKBCM - I/O Problems (Excluding Disk, Print or Video) . . . . . . 38 6.6.1 Keyboard Problem Information . . . . . . . . . . . . . . . . . 38 6.6.2 Mouse and Communications Problem Information - Hardware . . . 40 6.6.3 Mouse and Communications Problem Information - CONFIG.SYS . . 44 6.6.4 Mouse and Communications Problem Information - Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 6.7 MMDOS, MMPM, MMVID and MMWIN - Multimedia Teams . . . . . . . . . 50 6.7.1 Multimedia Problem Information . . . . . . . . . . . . . . . . 51 6.8 OTHER - Other Problems . . . . . . . . . . . . . . . . . . . . . . 53 Contents v 6.8.1 OTHER Problem Information . . . . . . . . . . . . . . . . . . 56 6.9 PRINT - Print Output Problems . . . . . . . . . . . . . . . . . . 59 6.9.1 PRINT Problem Information . . . . . . . . . . . . . . . . . . 60 6.10 VIDEO - Graphical Output Problems . . . . . . . . . . . . . . . . 62 6.10.1 VIDEO Problem Information . . . . . . . . . . . . . . . . . . 63 6.11 WINAP - Windows Applications and WIN-OS/2 Subsystem Problems . . 64 6.11.1 WINAP Problem Information . . . . . . . . . . . . . . . . . . 66 6.12 WPSHL - PM and Workplace Shell (WP) Related Problems . . . . . . 68 6.12.1 WPSHL Problem Information . . . . . . . . . . . . . . . . . . 71 6.13 PCDOS - PC DOS Problems . . . . . . . . . . . . . . . . . . . . . 74 6.14 The OS/2 Dump Process . . . . . . . . . . . . . . . . . . . . . . 76 6.15 Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs . . . . 79 6.16 Industry Standard (AT BUS) Architecture Overview . . . . . . . . 82 6.16.1 ISA Bus Architecture . . . . . . . . . . . . . . . . . . . . 82 6.16.2 ISA Interrupt Request Levels and I/O Addresses . . . . . . . 84 6.16.3 Determining IRQs for ISA Computers . . . . . . . . . . . . . 84 6.16.4 Determining I/O Addresses . . . . . . . . . . . . . . . . . . 84 6.16.5 ISA, OS/2 and Parallel Ports . . . . . . . . . . . . . . . . 86 6.16.6 ISA and OS/2 Summary . . . . . . . . . . . . . . . . . . . . 87 6.16.7 Notes on Microchannel Architecture Machines . . . . . . . . . 88 7.0 OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 89 7.1 OS/2 LAN Server Problems . . . . . . . . . . . . . . . . . . . . . 89 7.2 OS/2 LAN Requesters/Remote IPL (RIPL) Problems . . . . . . . . . . 90 7.3 DOS LAN Requester/PC LAN Program Problems . . . . . . . . . . . . 90 7.4 OS/2 LAN Application Problems . . . . . . . . . . . . . . . . . . 91 7.5 LAN-Related Traps and Hangs . . . . . . . . . . . . . . . . . . . 92 7.6 LAN Systems Problem Information - General . . . . . . . . . . . . 93 7.6.1 LAN Systems Problem Information - Software . . . . . . . . . . 93 7.6.2 LAN Systems Problem Information - Hardware . . . . . . . . . . 94 7.6.3 General Network Problem Information . . . . . . . . . . . . . 94 7.6.4 LAN Systems Error Messages Problem Information . . . . . . . . 95 7.6.5 LAN Systems Problem Documentation . . . . . . . . . . . . . . 96 8.0 OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 8.1 Database Manager Engine (Database Services) Problems . . . . . . . 99 8.2 APIs and Application Programming Problems . . . . . . . . . . . . 100 8.3 Remote Data Services Problems . . . . . . . . . . . . . . . . . . 100 8.4 Database Manager Front Ends (Query Manager, CLI, Database Tools) Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 8.5 Other Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 102 8.6 Database Manager Problem Information . . . . . . . . . . . . . . . 103 8.6.1 Software and Hardware Information . . . . . . . . . . . . . . 103 8.6.2 General Problem Information . . . . . . . . . . . . . . . . . 105 9.0 NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION . . . . 107 9.1 NetWare Version 4 Problems . . . . . . . . . . . . . . . . . . . . 107 9.2 NetWare Communications Problems . . . . . . . . . . . . . . . . . 107 9.3 NetWare Requester Problems . . . . . . . . . . . . . . . . . . . . 108 9.4 NetWare Other Problems . . . . . . . . . . . . . . . . . . . . . . 108 9.5 NetWare Server Problems . . . . . . . . . . . . . . . . . . . . . 108 9.6 NetWare Problem Information . . . . . . . . . . . . . . . . . . . 110 9.6.1 NetWare Problem Information - Software . . . . . . . . . . . . 110 vi Personal Systems Software Products Support Center User's Guide 9.6.2 NetWare Problem Information - Hardware . . . . . . . . . . . . 111 9.6.3 General Network Problem Information . . . . . . . . . . . . . 111 9.6.4 NetWare Problem Description . . . . . . . . . . . . . . . . . 113 APPENDIX A. DEFINITION OF TERMS . . . . . . . . . . . . . . . . . . . 115 APPENDIX B. PERSONAL SYSTEMS SOFTWARE PRODUCTS . . . . . . . . . . . . 119 APPENDIX C. TECHNICAL EDUCATION . . . . . . . . . . . . . . . . . . . 129 C.1 OS/2 Operating System . . . . . . . . . . . . . . . . . . . . . . 129 C.2 CICS OS/2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 C.3 OS/2 Database Manager . . . . . . . . . . . . . . . . . . . . . . 133 APPENDIX D. TRADEMARKS AND REGISTERED TRADEMARKS . . . . . . . . . . . 135 Contents vii viii Personal Systems Software Products Support Center User's Guide 1.0 INTRODUCTION _________________ The purpose of this guide is to help customers understand the service and support options available for the Personal Systems Software Products, and to assist customers in understanding the IBM support structure. It is intended for customers in the United States and Canada; the support structure in other countries may be different. This document is organized in sections for faster information access. These sections include instructions for reporting a problem to the IBM Support Center, problem determination information that may be required when placing a call for support, product queue descriptions, severity level descriptions, and general definitions. This document is intended for customers who will call Software Solution Ser- vices (the IBM Support Center for the Personal Systems Software Products) to obtain technical assistance for supported Personal Systems Software Products. Software Solution Services provides support to a full spectrum of customers, including: o Users and developers of personal productivity, general business applica- tions, or complex applications o Developers and large businesses o System supporters and medium businesses o Departmental groups within businesses of all sizes o Small businesses o Single users INTRODUCTION 1 2 Personal Systems Software Products Support Center User's Guide 2.0 USING THE IBM SUPPORT CENTER _________________________________ Software Solution Services (the IBM Support Center for the Personal Systems Support Family) provides technical assistance for supported Personal Systems software products. 2.1 ENTITLEMENT ________________ Each product in the Personal Systems product family provides an entitled service period at no additional charge. This period is generally 60 or 90 days (refer to the Statement of Service provided with each product). 2.2 BEFORE YOU CALL SUPPORT ____________________________ To provide prompt and accurate assistance, the Support Center depends on you to identify the source of your problem and to make an effort to resolve it using the available resources. Your first step should be to consult the appropriate product documentation. For example, the OS/2 manual "Using the Operating System" contains a chapter entitled "Solving Problems." This chapter provides information you can use to try and solve many problems your- self. You should also research your question or problem using the support tools available: o IBM FAX Information Service IBM FAX provides up-to-date product, software, and education information 7 days a week, 24 hours a day. There is no charge associated with this service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX (1-800-426-4329). o TalkLink (OS2BBS, DOS Bulletin Boards, Network Systems Bulletin Boards, or Local Area Network Bulletin Boards) o Any CD-ROM packages containing technical information o Quick-Help System for IBM Software Service & Support The Quick-Help System is available 24 hours a day, and provides customers free access to answers to the most frequently asked technical support questions, both usage and defect-related. It also provides product information, access to a sales person to order products, and access to an extensive FAX library of hints and tips. To access the intelligent voice response system, call the IBM Personal Software Solution Center at 1-800-992-4777 and follow the prompts. To USING THE IBM SUPPORT CENTER 3 access the technical tips, press 1 for technical support on a software problem, and then press 1 for quick help tips and answers. If you cannot resolve your question or problem using these resources, collect the information specified in subsequent chapters of this manual prior to placing a call for support. 2.3 PLACING YOUR CALL ______________________ After you have completed the process described in "Before You Call Support" and have been unable to resolve your question or problem, call IBM Software Solution Services at 1-800-992-4777. The Software Solution Services repre- sentative will ask for your warranty registration number to verify your entitlement. A problem management record (PMR) will be created in the Support Center's Retain database to track your incident, and it will be updated with your incident description. You will be given the assigned problem number (PMR number); please make note of this number and use it for any future calls for assistance with the same incident. A description and history of your incident will be maintained in this problem record, so you will not have to repeat information if resolution of your incident requires more than one telephone conversation. Your PMR will be assigned a severity code, based on the following definitions: o Severity 1 - You are not able to use a program. This is a critical con- dition 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. 2.4 HOW SUPPORT HANDLES YOUR CALL __________________________________ The Software Solution Services representative will assist you, if necessary, in determining the failing product. The representative might search the database of known problems for the resolution for your incident. Or, if you are calling during regular business hours, you might be passed directly to the next level of support, the Product Specialist. (Some products have "limited support" and you will receive a callback within four business hours.) There are separate support locations for each product set. For the majority of products, you will be transferred directly to the next available Product Specialist for the specific product. The PRODUCT SPECIALIST will assist with incident resolution by: o Answering questions pertaining to the use and operation of current releases of eligible programs 4 Personal Systems Software Products Support Center User's Guide o Searching the known-problem database for defect correction information, if required o Assisting with identification of the source of a problem Nearly 70% of the calls received by the Support Center are resolved during the initial call. However, if more extensive analysis is required to isolate and resolve the problem, the Product Specialist will forward your problem management record to a Product Expert. The PRODUCT EXPERT will call you back and will continue with incident resolution by: o Providing incident ownership to closure o Providing problem analysis The Support Center's goal is to place this callback before the end of the next business day. 2.5 DEFECT RESOLUTION ______________________ If the Product Expert determines that the problem you have encountered is a defect in IBM-supported code, and has not been previously reported, we will collect as much diagnostic information as possible from you and try to re- create the problem. If we can re-create the problem or feel certain we have enough information to perform the necessary debugging, an APAR (Authorized Program Analysis Report) is created in the Retain database and the appro- priate development team is notified. (Please make note of the APAR number for future reference.) When appropriate, the Product Expert will attempt to develop a work-around to be used until a fix for the APAR is developed and available. 2.6 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. USING THE IBM SUPPORT CENTER 5 2.7 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. 2.8 ADDITIONAL ASSISTANCE __________________________ IBM provides several alternative sources for obtaining assistance beyond the scope of the telephone support. These include: o QUICK-HELP SYSTEM FOR IBM SOFTWARE SERVICE & SUPPORT The Quick-Help System is available 24 hours a day, and provides customers free access to answers to the most frequently asked technical support questions, both usage and defect-related. It also provides product information, access to a salesperson to order products, and access to an extensive FAX library of hints and tips. To access the intelligent voice response system, call the IBM Personal Software Solution Center at 1-800-992-4777 and follow the prompts. To access the technical tips, press 1 for technical support on a software problem, and then press 1 for quick help tips and answers. o IBM FAX INFORMATION SERVICE IBM FAX provides up-to-date product, software, and education information 7 days a week, 24 hours a day. There is no charge associated with this service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX (1-800-426-4329). o TALKLINK TalkLink is an IBM service available via IBMLink. Customers can converse electronically with each other and the worldwide internal IBM community on a wide variety of topics related to the acquisition, installation, support, and use of products and services marketed by IBM or a related business affiliate. TalkLink provides access to the OS/2, DOS, Network Systems and Local Area Network Bulletin Boards, providing customers the capability to review information electronically, submit questions or requests and receive answers or information. To obtain more information, see 3.0, "TALKLINK" on page 9. To obtain an information package and registration information for TalkLink call 1-800-547-1283. o TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM 6 Personal Systems Software Products Support Center User's Guide Customers can purchase each individual monthly Technical Connection CD-ROM that provides databases containing: - APAR information - ServicePaks (when available) - Tips and techniques regarding installation, operation, and perform- ance tuning - Answers to commonly asked questions pertaining to Personal Systems products For more information about the Technical Connection CD-ROM, or to place an order for one, contact Software Solution Services at 1-800-992-4777. o SERVICEPAK A ServicePak provides a collection of many fixes and is distributed and installed as a package. ServicePaks and interim or pervasive fixes are released to all distribution channels. Not all products produce a ServicePak as part of their service process. o TECHNICAL EDUCATION Technical classes are available for customers who want in-depth knowledge about the Personal Systems Products. For information on courses and costs, contact IBM Skill Dynamics at 1-800-IBM-TEACh or in Canada at 1-800-465-1234. In addition to the classes offered by Skill Dynamics, there are several in-depth technical classes available from the support locations. Appendix C contains a description of these classes. Contact the Solution Management Center at 1-800-992-4777 for more information. o IBM PERSONAL SYSTEMS HELPCENTER Support for IBM PC Company hardware products is provided through the IBM Personal Systems HelpCenter. The HelpCenter can answer questions on usage, installation, configuration and perform problem determination. If it is determined that the customer's machine needs to be repaired, the HelpCenter will help the customer get it serviced. Additionally, the HelpCenter can help customers locate IBM authorized dealers and their area. The phone number for the IBM Personal Systems HelpCenter is 1-800-PS2-2227 (1-800-772-2227). USING THE IBM SUPPORT CENTER 7 2.9 ANY QUESTIONS? ___________________ If you have any questions about how to use the Support Center, call 1-800-992-4777 and ask for the Solution Management Center. 8 Personal Systems Software Products Support Center User's Guide 3.0 TALKLINK _____________ TalkLink is an IBM service available via IBMLink. Customers can converse electronically with each other and the worldwide internal IBM community on a wide variety of topics related to the acquisition, installation, support, and use of products and services marketed by IBM or a related business affiliate. (Refer to the IBM TalkLink contract for TalkLink terms and conditions.) TalkLink provides the following capabilities for customers to review informa- tion electronically, submit questions or requests, and receive answers or information: o Conferences and forums - Provides question and answer bulletin boards containing various product-related topics. Items posted on these bulletin boards are shared between BBS users and IBM personnel worldwide. o Customer-to-customer messaging - Gives customers the ability to send private messages to each other. o Software library - Downloads application programs and uploads contributions. o News and announcements - Contains recent information regarding products and services. o Search Service - Searches IBM databases via interactive mode. This search facility includes a large question and answer database of items, IBM System Center Flashes, and IBM problem management libraries. This database contains information about problems and fixes. (This search facility is limited in function if TalkLink is not accessed through IBMLink.) o Support - Customers can initiate, review, or respond to dialog in the confer- encing 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 TALKLINK 9 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. 3.1 INITIATING AND INSTALLING TALKLINK _______________________________________ To obtain an information package and registration information for TalkLink call 1-800-547-1283. Included with the TalkLink documentation is a User Guide that guides you through the installation and setup of TalkLink. Refer to that documentation for information on initiating the service. 3.2 USING TALKLINK ___________________ To learn how to use TalkLink, refer to the demo diskette in the TalkLink installation material folder. The diskette contains information that explains how to use PMHPO and FORBROWSE. 3.3 SOLVING PROBLEMS _____________________ If you encounter any problems with TalkLink, such as when linking to the network (IIN) or using FORBROWSE, call 1-800-727-2222 for assistance. 10 Personal Systems Software Products Support Center User's Guide 4.0 ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET ____________________________________________________________ Electronic support for OS/2 is available on CompuServe Information Service. The primary purpose of electronic support is to provide a platform where users of IBM OS/2 can conveniently and freely exchange ideas and information among themselves and a cross section of the IBM population. Through forums, divided into areas of interest, you will be able to discuss OS/2 with many IBM personnel skilled in these interest areas. CompuServe provides members the ability to: o read and leave messages for each other o obtain text files containing tips and techniques o retrieve program updates and files o search a large data base for information on OS/2 o read IBM's news articles and announcements o communicate directly with OS/2 Technical Support 4.1.1 ACCESSING THE OS/2 COMPUSERVE FORUMS You can access the OS/2 Forums by entering GO IBMOS2 at any ! prompt. 4.2 REPORTING A SUSPECTED CODE DEFECT ______________________________________ IBM provides DEFECT support via CompuServe for these products: ______ o IBM OS/2 Base Operating System o IBM OS/2 Extended Services o IBM OS/2 LAN Server If you have how-to or other questions about OS/2, please refer to these sources: o The OS/2 publications o The OS/2 on-line help and README o Submit an item to the appropriate section within the one of the IBMOS2 forums. There are many OS/2 users and IBM employees who volunteer their time to assist fellow OS/2 users. ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET 11 If after having discussed an OS/2 operation or procedure on the forum and researched it in the manuals you feel that it is the result of a defect with one of the IBM OS/2 products listed above, follow this procedure to use CompuServe to report the suspected defect: o Download PROBLM.TXT from the IBM Files Library (Library 17) in the OS2SUPPORT CompuServe forum. o Fill out the PROBLM.TXT as completely as possible using any editor. o Using CompuServe mail, send the completed PROBLM.TXT form to the corre- sponding IBM OS/2 defect reporting ID. OS/2 Base Operating System defect reports should be mailed to 76711,610. Extended Services or LAN Server defect reports should be mailed to 76711,611. IBM will reply as soon as possible, within 48 hours of the time we receive your PROBLM.TXT defect report. NOTE: The 48 hours excludes weekends and holidays. As an example, if you mail a PROBLM.TXT report on Friday at 6 PM, we will not receive that report until Monday morning. IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we receive. Our reply to you will include a Problem Management Record (PMR) number. This number is used by IBM to track each unique problem reported by each customer. The IBM reply will also include any other information neces- sary for the situation. If your problem description matches a previously reported defect that has been addressed (closed) by IBM, we will provide the explanation, work-around, or directions to obtain a fix. Most fixes are available for download on CompuServe. If your problem description matches a previously reported defect that has not yet been addressed by IBM, we will inform you that you have added to the Interested Parties list for the IBM APAR. IBM will contact you once the APAR has been addressed. (An APAR is an Authorized Program Analysis Report. An APAR is opened on each unique problem that is to be addressed by develop- ment.) If your problem description does not match a previously reported defect, the IBM reply will indicate that your PMR has been forwarded to the analysts that specialize in problems of the type you reported. IBM will contact you when your problem is addressed. IBM may also contact you with requests for addi- tional information needed to address your defect report. NOTE: We will use CompuServe mail for communication with you regarding your PROBLM.TXT defect report. However, if we feel that voice contact is necessary to expedite the process, we may contact you via telephone. 12 Personal Systems Software Products Support Center User's Guide 4.2.1.1 Status Inquiries IBM is dedicated to resolving each PMR in a time frame acceptable to our cus- tomers. However, IBM does not guarantee a time frame in which a PMR will be addressed. If you have an inquiry regarding the status of your PMR while IBM is working on it, please feel free to reply back to us via CompuServe mail. (OS/2 Base Operating System status inquiries should be mailed to 76711,610. Extended Services or LAN Server status inquiries should be mailed to 76711,611.) We will check the status of your PMR and reply to you within 48 hours. ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET 13 14 Personal Systems Software Products Support Center User's Guide 5.0 ELECTRONIC PROBLEM REPORTING VIA PRODIGY _____________________________________________ Electronic support for OS/2 is also available on Prodigy. Customers can submit the OS/2 Problem Report Form for DEFECTS on-line by _______ going into the OS/2 Exchange and selecting "Submit OS/2 Problem Report." IBM's handling of this problem report is identical to what is described in the Compuserve chapter - see 4.0, "ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE OR INTERNET" on page 11. ELECTRONIC PROBLEM REPORTING VIA PRODIGY 15 16 Personal Systems Software Products Support Center User's Guide 6.0 OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION _______________________________________________________________________ Support for the OS/2 and PC DOS operating systems is divided into 15 teams (queues). They are: 1. DISK - Hard disk or file-system-related problems (page 20) 2. DOSAP - DOS applications - DOS Session problems (page 23) 3. HNGTR - Hangs or traps that cause the system to halt or fail (page 31) 4. INSTL - Problems experienced during installation (page 35) 5. MKBCM - I/O problems - excluding disk, print, or video (page 38) 6. MMPM - Multimedia Extensions shipped with OS/2 (page 50) 7. MMDOS - DOS Multimedia Programs running on OS/2 (page 50) 8. MMWIN - Windows Multimedia Programs running on OS/2 (page 50) 9. MMVID - Ultimotion Video In problems (page 50) 10. OTHER (page 53) 11. PRINT - Print output (page 59) 12. VIDEO - Graphical output (page 62) 13. WINAP - Problems with Windows applications and WIN-OS/2 Subsystem (page 64) 14. WPSHL - PM and Workplace Shell (WP) related problems (page 68) 15. PCDOS - PC DOS (page 74) This chapter contains a description of the responsibilities of each of these teams. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which team would be the appropriate one to assist with your problem or question. It may not always be obvious which team should handle an individual request for assistance. The Software Solution Service representatives will use their experience and assist customers in routing calls to the correct team when necessary. The Software Solution Services representative will be the final arbiter in deter- mining where to route a call. Each of these teams requires detailed information for initial problem deter- mination. Included with each team description is the specific information required by that team. Obtaining as much of this problem information as pos- sible prior to placing a call for assistance will enable the Support Center OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 17 representative to more efficiently resolve your problem. Some information, such as manufacturer, model number, and size of a diskette drive, might be printed on the hardware. Other details, such as the size of a cache or the resolution of a display, might be provided in the documentation that came with the hardware. You may not be able to obtain some of the more technical data; the Support Center representative will assist you in obtaining this information. When describing a problem, always include information such as: o The frequency of the problem o Whether it can be re-created o The text of any message that was displayed on the screen o Which hardware and applications were being used when the problem occurred o Other sessions and programs open at the time of the problem o What application, if any, was running in the background o What was attempted to resolve the problem This chapter also contains instructions for obtaining an OS/2 dump when the Support Center representative has determined that a dump is required to further analyze your problem (see 6.14, "The OS/2 Dump Process" on page 76). 18 Personal Systems Software Products Support Center User's Guide 6.1.1 HARDWARE AND SOFTWARE CONFIGURATION INFORMATION The following configuration information should be provided for every problem, regardless of the team involved: OS/2 Warranty Registration Number: __________________________________ (On the inside front cover of "Using the Operating System".) OS/2 Version: _______________________________________________________ (Type VER at a command prompt to get this information.) Current CSD Level of OS/2 Base Operating System: ____________________ (Type SYSLEVEL at a command prompt to get this information.) System Manufacturer, Model & Type: __________________________________ Processor: ____ 386 ____ 386SX ____ 386DX ____ 386SLC ____ 486 ____ 486SX ____ 486DX ____ 486SLC ____ 486SLC2 System Processor Speed: _________ MHZ System Memory Size: _________ MB System BIOS Manufacturer: ___________________________________________ System BIOS Date: ___________________________________________________ System BIOS Version: ________________________________________________ Is This a Dual Boot Machine? ____ Y ____ N ____ Not Applicable OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 19 6.2 DISK - HARD DISK OR FILE-SYSTEM-RELATED PROBLEMS _____________________________________________________ QUEUE NAME: DISK The DISK team is responsible for all hard disk or file-system-related prob- lems, including: o All the following hardware-related problems: - SCSI, ESDI, MFM, IDE, and RLL controllers and attached devices - CD-ROM, tape, floppy diskette drive and other mass storage devices NOTE: CD-ROM, video, or audio-related problems in an OS/2 multimedia program should go to MMPM (page 50) o All the following file-system-related issues: - HPFS, FAT - FDISK, FORMAT - Diskcache - CHKDSK and Extended Attributes (EAs) - BACKUP, RESTORE - File system commands XCOPY, COPY, DIR, DEL, UNDELETE etc. o All the following file system APIs: - DOSWRITE, DOSREAD, DOSOPEN, etc. - Named pipes and named pipes APIs - Queues and queue APIs o Boot manager problems o System initialization problems (config.sys processing) o VCDROM.SYS-related problems o Exceptions: - Drives object problems on the desktop (see WPSHL page 68) - CD-ROM MSCDEX-related problems (see DOSAP page 23) - STARTUP.CMS-related problems (see OTHER page 53) - HPFS386 issues (see LAN page 89) 20 Personal Systems Software Products Support Center User's Guide 6.2.1 DISK PROBLEM INFORMATION Error experienced: ____ System error message: ___________________________________ ____ Functionality ____ Hang ____ Trap (also fill in the trap information on page 32) ____ Diagnostic error ____ Other: __________________________________________________ Disk Controller Manufacturer: _______________________________________ Disk Controller Type: _______________________________________________ Hard Disk Manufacturer: _____________________________________________ Diskette Drive Manufacturer: ________________________________________ Diskette Drive Size: ____ 3.5" ____ 5.25" Diskette Drive Capacity: ____ MB ____ KB External Drive Manufacturer: ________________________________________ Tape Backup Manufacturer: ___________________________________________ Removable Drive Manufacturer: _______________________________________ CD-ROM Drive Manufacturer: __________________________________________ Optical Drive Manufacturer: _________________________________________ Problem Description: ________________________________________________ ______________________________________________________________________ ______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 21 6.2.2 DISK PARTITION INFORMATION Partition Number: ____ 1 ____ 2 ____ 3 ____ 4 ____ 5 ____ 6 ____ Other Drive Letter for Partition: ____ C ____ D ____ E ____ F ____ G ____ H ____ Other Status Type: ____ Bootable ____ Installable ____ Startable Partition Type: ____ Logical ____ Primary ____ Primary/Logical File System Type: ____ FAT ____ HPFS ____ HPFS386 ____ Boot Manager ____ Free Space ____ Unformatted ____ Compressed Compression Type: ____ DCF/2 ____ Doublspace ____ Other ____ Stacker for DOS ____ Stacker for OS/2 ____ Superstor Partition Size: ____ 1 MB ____ 50 MB ____ 100 MB ____ Other: ___________________________________________________ Partition Use: ____ DOS Boot ____ OS/2 Boot ____ Data ____ Dual Boot ____ Unformatted 22 Personal Systems Software Products Support Center User's Guide 6.3 DOSAP - DOS APPLICATIONS - DOS SESSION PROBLEMS ____________________________________________________ QUEUE NAME: DOSAP The DOS Application team is responsible for DOS Session problems: o DOS applications ONLY. ____ o DOS startup (virtual machine boot - VMB) diskettes including FSACCESS and FSFILTER. o DOS startup (virtual machine boot) diskette configuration problems running MSCDEX with an OS/2 unsupported CD-ROM drive are handled by the DOSAP team. Multimedia problems in this configuration are handled by MMDOS (page 50). NOTE: VCDROM.SYS provides MSCDEX compatibility in a DOS Session for OS/2-supported CD-ROM drives. Problems with VCDROM.SYS functionality in a DOS Session when using an OS/2-supported CD-ROM drive should go to DISK (page 20). o DOS application performance tuning. o DOS communications programs that do not use the COM port or LPT ports, for example: PC 3270 for DOS, PC Support 5250 for DOS, DOS LAN Requester, etc. Exceptions: - Prodigy, Qmodem, Telix, ProComm, BBS programs, etc. should go to MKBCM (page 38). - DOS fax programs having transmission problems should go to MKBCM - LapLink-type programs experiencing data transfer problems over a par- allel cable link (via LPTx) should go to PRINT (page 59). Data transfer problems over a serial cable link or modem (via COMx) should go to MKBCM. o DOS application migration AFTER the migration database has failed to _____ locate the DOS application in its database. NOTE: Problems with the migration program should be handled by INSTL (page 35). The DOSAP team will handle incorrect DOS application settings listed in the migration database. o DOS application named pipes (not OS/2 named pipes, see DISK page 20). - INT 21h functions 5F32h through 5F3Ah are supported by DOSAP - INT 21h functions 5F3Bh through 5F53 are supported by LAN (page 89) o In the DOS_SETTINGs for DOS application program objects there are many settings. Problems with DOS_SETTINGs beginning with the letters "DOS," "DPMI," "EMS," "HW," "IDLE," and "MEM" are handled by DOSAP. Other DOS_SETTINGs are handled by the teams that support the function being OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 23 performed. For example, DOS_SETTINGs that begin with "VIDEO" are sup- ported by the VIDEO team. For clarification of which queue handles the various virtual device drivers and the DOS_SETTINGs and WINDOW_SETTINGs, see page 79. 24 Personal Systems Software Products Support Center User's Guide o The following component files included in OS/2 are supported by the DOSAP team: ANSI.SYS FFIX.EXE SUBST.EXE APPEND.EXE FSACCESS.EXE VBIOS.SYS ASSIGN.COM FSFILTER.SYS VCMOS.SYS BASIC.COM HIMEM.SYS VDMA.SYS BASICA.COM JOIN.EXE VDPMI.SYS COMMAND.COM MEM.EXE VDPX.SYS DEBUG.EXE MORTGAGE.BAS VEMM.SYS DOSKEY.COM MSD.EXE VMDISK.EXE DOSKRNL QBASIC.EXE VNPX.SYS EDLIN.COM QBASIC.HLP VPIC.SYS EMM386.SYS SETCOM40.EXE VTIMER.SYS EXIT_VDM.COM SQ4FIX.COM VXMS.SYS NOTE: SHARE.EXE compatibility is built into OS/2 DOS Sessions. Problems with SHARE compatibility are handled by the DOSAP team. This is not an all-inclusive list as some DOS emulation support is also built into the OS/2 Kernel file and other modules in the operating system. o Exceptions: - DOS application printing problems should be routed as follows: -- Problems in which the print job is printing through an LPT port should go to the PRINT team (page 59) -- Problems in which the print job is printing through a COM port should go to the MKBCM team (page 38) - DOS programs requiring the use of a security device such as a sentinel or dongle connected to an LPT port, and having problems printing or running due to the device not being found (see PRINT page 59) - Application Programming Interface calls ("APIs") starting with the letters DOS are not supported by the DOSAP team. Look to the func- ___ tion provided by the API for team ownership. For example: OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 25 -- DosCallNamePipe - file system API - therefore owned by DISK (page 20) -- DOSStartSession - session management - therefore OTHER (page 53) 26 Personal Systems Software Products Support Center User's Guide - DOS-WINDOW session-specific functions, such as those use to change the FONT size, MARK, COPY, etc. (see WPSHL page 68). Clipboard pasting problems should go to MKBCM (page 38). - DOS programs having sound card problems (for example, no sound is coming from a game) should go to MMDOS (page 50) MIDI, scanning, and some CD-ROM multimedia problems should also go to MMDOS. DOS games having problems where multimedia hardware is NOT involved (for ___ example, a sound card, midi synth, scanner, etc. is not required to demonstrate the problem) are handled by the DOSAP team. 6.3.1 DOS SESSION PROBLEM INFORMATION DOS Application Running From: ____ Can't get VMB running ____ Can't start VDM ____ DOS Full Screen VMB ____ DOS Full Screen VDM ____ DOS Window VMB ____ DOS Window VDM (VMB = Virtual Machine Boot, VDM = Virtual DOS Machine) VMB DOS Version: ____________________________________________________ Does the Application Run in "Real" DOS? ____ Yes, it works fine ____ No, it also fails ____ Haven't tried it ____ Not applicable Video Information: ____ Running DOS Full Screen text-only session ____ Running DOS Window text-only session Network Requester Type: _____________________________________________ ____ No LAN - application not involved in failure ____ No LAN - application running locally OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 27 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) 28 Personal Systems Software Products Support Center User's Guide Application Name: ___________________________________________________ ____ Not applicable Application Version: ________________________________________________ ____ Not applicable Application Vendor: _________________________________________________ ____ Not applicable Vendor's Support Phone Number: ______________________________________ ____ Not applicable Have You Contacted the Vendor? ____ Y ____ N ____ Not Applicable Application Originally Installed From: ____ Not applicable ____ DOS Window (VDM) from disk ____ DOS Full Screen (VDM) from disk ____ DOS Window (VMB) from disk ____ DOS Full Screen (VMB) from disk ____ From real DOS ____ From the LAN ____ From a CD-ROM ____ Laplinked copy ____ Restored from backup disks ____ Restored from backup tape ____ Not installed - runs from diskette Program Object Created Via: ____ Not applicable ____ Migration database ____ Program object template (manually) ____ None created - runs from command prompt OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 29 Error Seen or Problem Type: ____ DOS command not working like DOS ____ Application specific ____ DOS 16/M xxx ____ Drops connection intermittently ____ Full system hang ____ IPE (Internal Processing Error) (Fill in hang/trap information, page 32) ____ MSCDEX not loaded or found ____ No error messages ____ No problem found ____ SHARE not loaded or found ____ SYS2237 NPX error ____ SYS3176 illegal instruction (Fill in hang/trap information, page 32) ____ SYSxxxx error: SYS____________________________________ ____ Too many files open ____ TRAP-> Fill in hang/trap information, page 32 ____ VDM session hang (CTRL-ESC works) ____ Only see blinking cursor, nothing else Steps Required to Re-Create the Problem: ____________________________ ______________________________________________________________________ ______________________________________________________________________ 30 Personal Systems Software Products Support Center User's Guide 6.4 HNGTR - HANGS OR TRAPS THAT CAUSE THE SYSTEM TO HALT OR FAIL _________________________________________________________________ QUEUE NAME: HNGTR The Hang-Trap team is responsible for problems that cause the system to halt or fail. This includes: o Hangs - This team is responsible for complete system hangs which cause the computer to be halted or inoperable, with the only means of recovery being Ctrl+Alt+Delete or turning the computer off and then back on. This complete system hang is NOT accompanied by ANY error message. The entire ___ ___ system is considered hung if pressing Ctrl+Esc or Alt+Esc does NOT bring ___ up the Window List. NOTE: If the Window List comes up, the team description for the mode of the application (for example, DOSAP, WINAP or OTHER) running at the time of the failure should be consulted. o TRAPs and IPEs: - All IPEs (Internal Processing Errors) with NO trap registers above __ it. This is different from a TRAP in that the first line of the error starts with the words "Internal Processing...". - TRAPs that cause system halts with CS (of CS:EIP) ending in 0 or 8 and the EIP does not begin with 7 -- If the EIP starts with 7, the team description for the mode of the application (for example, DOSAP or WINAP). running at the time of the failure should be consulted o CREATEDD and DUMPFORMATTER problems o SHUTDOWN problems where all icons are gone from the desktop o Exceptions: - NO SYS errors, except for SYS3171 and SYS3175 errors in DOSCALL1.DLL __ -- If not DOSCALL1.DLL, the team descriptions should be consulted for the owner of the module or file indicated in the error If you are requested by a Support Center representative to obtain a dump, see 6.14, "The OS/2 Dump Process" on page 76 for complete instructions. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 31 6.4.1 TRAP MESSAGES PROBLEM INFORMATION (32-BIT) If the message on the screen starts with "TRAP," complete the following form to record the information exactly as it is displayed on the screen. _______ TRAP ________ ERRCD= _______ ERACC= ______ ERLIM= ________ EAX= ________ EBX= _______ ECX= ______ EDX= ________ ESI= ________ EDI= _______ EBP= ______ FLG= ________ CS:EIP= ____ : ________ CSACC= ______ CSLIM= ________ SS:ESP= ____ : ________ SSACC= ______ SSLIM= ________ DS= ____ DSACC= ________ DSLIM= ______ CR0= ________ ES= ____ ESACC= ________ ESLIM= ______ CR2= ________ FS= ____ FSACC= ________ FSLIM= ______ GS= ____ GSACC= ________ GSLIM= ______ THE SYSTEM DETECTED AN INTERNAL PROCESSING ERROR AT LOCATION # _____ : ________ - ____ : ________ _____ , ____ ________ INTERNAL REVISION _ . ___ DATE: ___/___/___ After you have recorded the information from the screen, place a check mark next to the type of session you were using when the system stopped. ___ OS/2 ___ DOS ___ WIN-OS/2 32 Personal Systems Software Products Support Center User's Guide 6.4.2 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 dis- _______ played on the screen. THE SYSTEM DETECTED AN INTERNAL PROCESSING ERROR AT LOCATION # ____ : ________ - ____ : ________ _____ , ____ ________ INTERNAL REVISION _ . ___ DATE: __ / __ / __ 6.4.3 HARD ERROR MESSAGES (SYSXXX) PROBLEM INFORMATION (32-BIT) If the error message is displayed in a box with text followed by two choices, use the following to record the information on the screen. First, use the lines below to record the message text exactly as it is dis- _______ played on the screen. __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Then, select DISPLAY REGISTER INFORMATION and use the fields below to record the information exactly as it is displayed on the screen. _______ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 33 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= ________ 6.4.4 HARD ERROR MESSAGES (SYSXXX) OR TRAP MESSAGES (16-BIT) First, use the lines below to record the message text exactly as it is dis- _______ played on the screen. __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Then, select DISPLAY REGISTER INFORMATION and use the fields below to record the information exactly as it is displayed on the screen. _______ AX= _____ BX= _____ CX= _____ DX= ____ BP= _____ SI= _____ DI= _____ DS= _____ ES= ____ FLG= _____ CS= _____ IP= _____ SS= _____ SP= ____ MSW= _____ CSLIM= _____ SSLIM= _____ DSLIM= ______ ESLIM= ______ CSACC= _____ SSACC= _____ DSACC= ______ ESACC= ______ ERRCD= _____ ERLIM= _____ ERACC= ______ 34 Personal Systems Software Products Support Center User's Guide 6.5 INSTL - PROBLEMS EXPERIENCED DURING INSTALLATION _____________________________________________________ QUEUE NAME: INSTL The Install team will handle problems related to the installation process of the base operating system. Hardware and setup related problems will be handled by the appropriate device driver team, when all relevant drivers are configured correctly during installation. This team handles: o Dual boot setup and installation o Selective install utility program o Installation over the network o DDINSTAL problems o Welcome Folder on a preinstalled system o Application Migration Utility program (up to the creation of the icon). After the icon is created, responsibility falls to the appropriate appli- cation. o When installation is complete and the user does not have a default desktop up and operational, the installation team will determine if all relevant drivers, etc., have been installed correctly. If so, the installation team will send the call to the appropriate team to address the problem. o Exceptions: - If during the initial startup the system makes reference to an excep- tion in a particular device, the problem should be handled by that device team. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 35 6.5.1 OS/2 INSTALLATION PROBLEM INFORMATION Installation Setup: ____ Dual Boot ____ Boot Manager ____ OS/2 Only Problem Category: ____ Boot manager ____ Backup and restoring OS/2 ____ BIOS problems during install ____ Configuration ____ Dual boot configuration ____ Device driver install ____ Hang during install ____ Installation from diskette/prompted ____ Installation from CD-ROM ____ Migration ____ Response file install ____ Remote install ____ Removing OS/2 (un-install) ____ Reboot during install ____ Selective install utility ____ Video problems during install System Manufacturer and Model: ______________________________________ System Board Manufacturer: __________________________________________ System Bus Type: ____ MCA ____ ISA ____ EISA ____ Don't know Video Board Manufacturer: ___________________________________________ Video Mode in Use: ____ CGA ____ EGA ____ Monochrome ____ VGA ____ SVGA ____ XGA ____ XGA-2 ____ 8514 ____ Image Adapter Video Board Chip Set or BIOS: _______________________________________ 36 Personal Systems Software Products Support Center User's Guide CD-ROM Manufacturer: ________________________________________________ Hard Disk Manufacturer: _____________________________________________ Hard Disk Controller Manufacturer: __________________________________ Hard Disk Controller Type: ____ ESDI ____ SCSI ____ IDE ____ MFM/RLL File System: ____ FAT ____ HPFS ____ Non-formatted Diskette Drive A: Disk Drive Size: ____ 5.25 1.2MB ____ 3.5 1.44MB ____ 3.5 2.88MB ____ Other OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 37 6.6 MKBCM - I/O PROBLEMS (EXCLUDING DISK, PRINT OR VIDEO) __________________________________________________________ QUEUE NAME: MKBCM The mouse, keyboard, COM team is responsible for all I/O related problems that are not DISK, PRINT, VIDEO or DOSLAN. This includes: o Communications-port-related problems o Anything attached to a COM port including a mouse o Mouse and keyboard problems o Mouse performance problems o Scanners attached as COM devices o DOS and OS/2 Asynchronous communications applications (modem, BBS, FAX) o PMTERM and PMFAX productivity programs o Codepage support o Pointing devices other than a mouse, such as trackballs, tablets, and pens o Mouse and keyboard APIs and device interface o Virtual Device Drivers VKBD.SYS, VMOUSE.SYS and VCOM.SYS o PEN, PENDOS, PENOS2, Touch-sensitive screens An integral part of the problem determination process for this team is deter- mining the Input/Output (I/O) addresses in use by the serial communications adapters which are identified by COMx. This chapter contains a detailed description of the Industry Standard Architecture (ISA) for the definition of the ports, and instructions for determining the I/O addresses in use. Refer- ence 6.16, "Industry Standard (AT BUS) Architecture Overview" on page 82 for this information. 6.6.1 KEYBOARD PROBLEM INFORMATION 38 Personal Systems Software Products Support Center User's Guide Where Does the Error Occur? ____ DOS ____ Virtual DOS Machine ____ OS/2 ____ WIN-OS/2 ____ During boot up ____ Not applicable ____ Other: ________________________________________________ Is This a Dual Boot Machine? ____ Y ____ N ____ Not Applicable Error Message or Number, If Any: ____________________________________ Application Name: ___________________________________________________ Keyboard BIOS Level if AMI: _________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 39 6.6.2 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 40 Personal Systems Software Products Support Center User's Guide Where Does The Error Occur? ____ DOS (VDM) application ____ VMB application ____ OS/2 window or full screen application ____ WIN-OS/2 application ____ on boot up/IPL ____ everywhere ____ other (problem described below) ____________________________________________________________ ____________________________________________________________ COM1 and COM2 Configuration: ____ COM1: none COM2: none ____ COM1: Mouse COM2: none ____ COM1: Mouse COM2: Ext. Port ____ COM1: Mouse COM2: Int. Modem ____ COM1: Mouse COM2: PCMCIA Mod ____ COM1: Ext. Port COM2: none ____ COM1: Ext. Port COM2: Ext. Port ____ COM1: Ext. Port COM2: Mouse ____ COM1: Int. Modem COM2: Mouse ____ COM1: Int. Modem COM2: none ____ COM1: none COM2: Mouse ____ None of the above: COM1: __________ COM2: ____________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 41 COM3 and COM4 Configuration: ____ COM3: Ext. Port COM4: none ____ COM3: Ext. Port COM4: Ext. Port ____ COM3: Int. Modem COM4: none ____ COM3: PCMCIA Mod COM4: none ____ COM3: none COM4: Ext. Port ____ COM3: none COM4: Int. Modem ____ COM3: none COM4: PCMCIA Mod ____ COM3: none COM4: none ____ None of the above: COM3: __________ COM4: ____________ IRQ Assignments: ____ COM1: 4 COM2: 3 ____ COM1: 4 COM2: 3 COM3: 5 ____ COM1: 4 COM2: 3 COM3: __ ____ COM1: 4 COM2: 3 COM3: __ COM4: __ ____ COM1: __ COM2: __ COM3: __ COM4: __ (Reference "Industry Standard Architecture Overview" on page 82 for IRQ information.) 42 Personal Systems Software Products Support Center User's Guide Are There Any IRQ Conflicts? ____ YES: _____________________________________________________ ____ NO ____ Don't know Debug (D 40:0) (in DOS or OS/2): ____ 0040:0000 - enter data below: __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ (Reference "Determining I/O Addresses" on page 84) ____ causes a trap, hang or IPE Internal Modem on COM1 or COM2: ____ external COM1: is disabled ____ external COM2: is disabled ____ there is not an external COM1 ____ there is not an external COM2 ____ not applicable Modem Manufacturer: _________________________________________________ Mouse Manufacturer: _________________________________________________ Type of Mouse: ____ Track Ball ____ 2-button mouse ____ 3-button mouse ____ Laptop Rail ____ Other: ___________________________________________________ ____ Not applicable LAN/Sound/Other Adapter? ____ LAN Adapter IRQ: ___________ ____ SOUND Adapter IRQ: ___________ ____ LAN IRQ: __________ and Sound IRQ: ___________ ____ OTHER: __________ IRQ: ___________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 43 6.6.3 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= ___________________________________________________ 44 Personal Systems Software Products Support Center User's Guide Other mouse driver statements: _______________________________________ _______________________________________________________________________ DEVICE=x:\OS2\COM.SYS: ____ is REM'd out ____ is not present ____ (3,3e8,5) ____ (3,3e8,4) ____ (4,2e8,3) ____ (4,2e8,5) ____ (3,2e8,5) ____ (3,3e8, ) ____ (3,3e8, ) (4,2e8, ) ____ (P,I/O,I) (P,I/O I) (__________) ____ has no parameters passed ____ not found, SIO.SYS is present The MOUSE.SYS is Listed: ____ before the COM.SYS device driver ____ after the COM.SYS device driver (INVALID configuration - MOUSE.SYS MUST be before COM.SYS) ____ cannot find MOUSE.SYS ____ cannot find COM.SYS PROTECTONLY= ____ YES and this is a mouse problem ____ NO and this is a mouse problem ____ YES and VCOM.SYS is REM'd out ____ YES and VCOM.SYS is not present ____ YES and VCOM.SYS is present (invalid configuration!) ____ NO and VCOM.SYS is not present ____ NO and VCOM.SYS is present ____ can't find PROTECTONLY MAXWAIT= ____ 1 _____ 2 ____ 3 ____ Other: _____ PRIORITY_DISK_IO=? ____ Y ____ N OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 45 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 46 Personal Systems Software Products Support Center User's Guide 6.6.4 MOUSE AND COMMUNICATIONS PROBLEM INFORMATION - APPLICATION INFORMATION Application Name: ___________________________________________________ Application Version: ________________________________________________ Application Vendor: _________________________________________________ The Application Is: ____ an OS/2 VIO application ____ an OS/2 PM application ____ a DOS application ____ a Windows 3.0 application ____ a Windows 3.1 application ____ a DOS serial communications application ____ a Windows serial communications application ____ a DOS LAN application ____ a Windows LAN application ____ other: ___________________________________________________ The Application Can Be Obtained From: ____ the vendor (address: ____________________________________) ____ BBS: _____________________________________________________ ____ user will provide application ____ Shareware or public domain ____ don't know The Application Has: ____ worked under OS/2 before ____ never worked under OS/2 ____ partially worked under OS/2 OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 47 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 48 Personal Systems Software Products Support Center User's Guide DOS_SETTINGs (2): ____ COM_DIRECT_ACCESS=OFF COM_HOLD=OFF ____ COM_DIRECT_ACCESS=ON COM_HOLD=OFF ____ COM_DIRECT_ACCESS=OFF COM_HOLD=ON ____ COM_DIRECT_ACCESS=ON COM_HOLD=ON DOS_SETTINGs (3): ____ HW_ROM_TO_RAM=OFF HW_TIMER=OFF ____ HW_ROM_TO_RAM=ON HW_TIMER=OFF ____ HW_ROM_TO_RAM=OFF HW_TIMER=ON ____ HW_ROM_TO_RAM=ON HW_TIMER=ON DOS_SETTINGs (4): ____ IDLE_SENSITIVITY= ________ ____ IDLE_SECONDS= ________ DOS_SETTINGs (5): ____ INT_DURING_IO=OFF VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=ON VIDEO_FASTPASTE=OFF ____ INT_DURING_IO=OFF VIDEO_FASTPASTE=ON ____ INT_DURING_IO=ON VIDEO_FASTPASTE=ON OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 49 6.7 MMDOS, MMPM, MMVID AND MMWIN - MULTIMEDIA TEAMS ____________________________________________________ QUEUE NAME: MMPM The MMPM team is responsible for the multimedia extensions that are shipped with OS/2. This responsibility includes: o Installation of MMPM/2 o Sound card configuration for MMPM/2 o Usage questions for MMPM/2 (for example, how to play, edit, or copy a wave file) o System event associations o Hardware and software requirements to run MMPM/2 software o Problems related to MMPM/2 software o Sound adapter device drivers shipped with MMPM/2 o The Multimedia extensions to OS/2 (the API) o Any problems with OS/2 multimedia applications that use the IBM multi- media extensions QUEUE NAME: MMDOS The MMDOS team is responsible for DOS multimedia programs running on OS/2. QUEUE NAME: MMWIN The MMWIN team is responsible for Windows multimedia programs running on OS/2. QUEUE NAME: MMVID The MMVID team is responsible for problems with Ultimotion Video In (the MMPM/2 video record package). 50 Personal Systems Software Products Support Center User's Guide 6.7.1 MULTIMEDIA PROBLEM INFORMATION MMPM/2 Version: _____________________________________________________ MMPM/2 Toolkit Version: _____________________________________________ Ultimotion Video In Version: ________________________________________ Audio Card 1: _______________________________________________________ DMA: ________________________________________________________________ IRQ: ________________________________________________________________ I/O Address: ________________________________________________________ CD-ROM (make,type,model number): ____________________________________ SCSI Device (make,type,model number): _______________________________ Laserdisc (make,type,model number): _________________________________ Speakers (number, how attached): ____________________________________ Video Capture Card: _________________________________________________ IRQ: ________________________________________________________________ I/O Address: ________________________________________________________ Memory Address: _____________________________________________________ Problem Description and Steps Required to Re-Create the Problem: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 51 52 Personal Systems Software Products Support Center User's Guide 6.8 OTHER - OTHER PROBLEMS ___________________________ QUEUE NAME: OTHER The OTHER team is responsible for a collection of support areas: o Performance - The entire system must be experiencing a slow down - Exceptions: -- Performance problems related to MOUSE or COM PORT (see MKBCM page 38). -- DOS application performance problems (see DOSAP page 23). -- WINDOWS application performance problems (see WINAP page 64). -- Performance problems with OS/2 applications should be referred to the product vendor unless such problems are specifically related to a subsystem of OS/2. These cases are handled by the team that is responsible for the subsystem. o Toolkit - Toolkit for OS/2 1.3, 2.0 and 2.1 -- Rexx, PMRexx -- Dialog Editor (not Dialogs) -- Icon Editor (not Icons) -- Font Editor (not Fonts) -- Resource Compiler -- IPF Compiler -- NMAKE, EXEHDR, MAPSYM, IMPLIB, MARKEXE, MKMSG, MSGBIND -- LINKer (Link386 and Link) - CVP (CodeView) NOTE: ONLY PROBLEMS WITH THE TOOLS THEMSELVES BELONG HERE. ____________________________________________________ o OS/2 Applications - All OS/2 application problems that are not addressed by any other team. This includes: -- Productivity programs (NOT PMTERM and PMFAX, see MKBCM page 38) ___ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 53 -- ISV applications (like Lotus 123G, Corel, PMWORD) -- Customer-written applications that ARE NOT addressed by other ________ teams (this is API-type specific) -- Lockup utility program - Exceptions: -- Printing problems to go PRINT, serial communications problems go to MKBCM, disk access problems go to DISK, etc.. 54 Personal Systems Software Products Support Center User's Guide o Memory Memory-related problems such as: - A swapper that does not shrink - Problems with the swapper - Out of memory errors in an OS/2 environment (not DOS or WIN-OS/2 unless SWAPPER.DAT has no room for growth) - Problems allocating, committing and freeing memory - Problems related to memory above 16MB o Miscellaneous When all attempts to categorize the problem fail, the problem belongs in this miscellaneous category. Specific subsystems addressed include: - Session Management and associated APIs (such as DosStartSession, DosExecPgm, DosSetPrty etc.) - Memory Management and associated APIs - Advanced Power Management (APM) problems - STARTUP.CMD-related problems OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 55 6.8.1 OTHER PROBLEM INFORMATION Problem Type: ____ Performance ____ Toolkit ____ REXX ____ Mini-applications (applets) ____ OS/2 application ____ User-written application ____ Memory ____ Swapper ____ PCMCIA ____ APM (Advanced Power Management) ____ None of the Above Problem Symptom: ____ Trap ____ Hang ____ Slow down of performance ____ Error message or number: ________________________________ ____ Other What Have You Already Attempted to Resolve the Problem? ____ Reinstalling the application ____ A selective install ____ Calling vendor of application ____ Other: __________________________________________________ When Did the Problem Start? ____ Applied update to OS/2 ____ Applied update to application ____ Installed a new application ____ Made changes to the system (for example, in CONFIG.SYS) ____ Used to work, is now failing, nothing changed ____ Other How Often Does the Problem Occur? ___________________________________ 56 Personal Systems Software Products Support Center User's Guide ADDITIONAL INFORMATION, DEPENDING ON THE TYPE OF PROBLEM PROBLEMS WITH THE TOOLKIT: Problem occurs: ____ In an API call - compiling ____ In an API call - runtime ____ In customer's code - compiling ____ In customer's code - runtime ____ In IBM code (compiler crashes, etc.) ____ No debugging has been done ____ Coding questions ____ Toolkit's tools or sample program PERFORMANCE PROBLEMS: Problem occurs at: ____ Bootup ____ In an OS/2 Session ____ In a DOS (VDM or VMB) Session ____ In a WIN-OS/2 Session ____ In the desktop ____ Other APPLICATION PROBLEMS: The application problem occurs: ____ Only on this machine ____ Some machines ____ Every machine Problem description: ____________________________________ __________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 57 MEMORY AND SWAPPER PROBLEMS: The problem relates to: ____ SWAPPER.DAT growth/not shrinking ____ RAM not being recognized ____ Other (details in problem description) Types and speeds of memory: ___________________________________ ________________________________________________________________ Problem description: ____________________________________ __________________________________________________________ ALL REMAINING PROBLEMS: Problem description: ____________________________________ __________________________________________________________ __________________________________________________________ 58 Personal Systems Software Products Support Center User's Guide 6.9 PRINT - PRINT OUTPUT PROBLEMS __________________________________ QUEUE NAME: PRINT The PRINT team is responsible for problems related to printer drivers or print subsystem failures: o All printing or plotting from DOS or OS/2 applications (if the job shows up in the print queue). The application should be using OS/2's virtual interfaces for printing (for example, INT05, INT17, and INT21 calls). Also, applications using the DosOpen/Write LPRINT call interfaces are supported by PRINT. o Printer drivers o Printer performance o Port configuration (anything using an LPT port) o Print Objects, local and network o Spooler Object in System Setup Folder (following same guidelines as Print Object) o COM port redirected print o Spooler APIs o Network Independent APIs (use of NWAPI.DLL) o Exceptions: - The PRINT team is NOT responsible for the following: ___ Print Object drawing, settings, WP Shell methods or INI problems). These are handled by WPSHL (page 68). -- Exception: If the INI problem is caused by the creation or deletion of the printer object, it is handled by PRINT (page 59). - Windows application printing (see WINAP page 64). - Problems related to an application printing directly to a COM device - not using printer object (see MKBCM page 38). OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 59 6.9.1 PRINT PROBLEM INFORMATION I/O Card Name (if not on planar): ____________________________________ System Bus Type: ____ MCA ____ ISA ____ EISA ____ Don't know Printers and Plotters Make & Model: __________________________________ _______________________________________________________________________ OS/2 Printer Driver: ____ EPSON.DRV ____ IBM3852.DRV ____ IBM4019.DRV ____ IBM42XX.DRV ____ IBM5182.DRV ____ IBM5216.DRV ____ IBM52XX.DRV ____ IBMNULL.DRV ____ LASERJET.DRV ____ PLOTTERS.DRV W/ PMPLOT.QPR ____ PLOTTERS.DRV W/ PMPRINT.QPR ____ PSCRIPT.DRV ____ SMGXPJET.DRV Printer Driver Version Number: _______________________________________ (Example IBM42XX Version 1.281) Display: ____ VGA ____ XGA ____ XGA-2 ____ SVA ____ 8514 Where Does Printing Failure Occur? ____ Locally ____ Remotely ____ Locally and Remotely Failing Printer Port: ____ LPT1 ____ LPT2 ____ LPT3 ____ COM1 ____ COM2 ____ COM3 60 Personal Systems Software Products Support Center User's Guide COM Port Settings & Handshake: _______________________________________ (Example 9600,N,8,1 Handshake=None) ____ N/A ____ 1200,N,8,1 ____ 1200,E,8,1 ____ 2400,N,8,1 ____ 2400,E,8,1 ____ 4800,N,8,1 ____ 4800,E,8,1 ____ 9600,N,8,1 ____ 9600,E,8,1 Where Does the Problem Occur? ____ In a DOS application ____ In a WIN-OS/2 application ____ In an OS/2 application ____ Command line ____ Drag/drop ____ Printscreen Name of Application & Version: _______________________________________ LAN Connection for Printers: ____ IBM4033 (Lexmark) ____ HP Redirector ____ Other: ___________________________________________________ Problem Description: _________________________________________________ _______________________________________________________________________ _______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 61 6.10 VIDEO - GRAPHICAL OUTPUT PROBLEMS _______________________________________ QUEUE NAME: VIDEO The video team is responsible for all graphical output: o Video problems in DOS, Windows, OS/2 sessions o Video retrace performance o Video retrace, synchronization and distortion problems o Resolution differences (VGA, SVGA, XGA, etc.) o Dual screen support o Touch screen support o Font problems o Font and color palettes o VVGA, VSVGA and VXGA.SYS (virtual video drivers) o DOS video-related settings o Video installation utility programs (DSPINSTL.EXE, RSPDSPI.EXE, SVGA.EXE) o Image Adapters (for initial problem determination, for example OS/2 versus Image Adapter support) o The video team is also responsible for the following APIs: - VIOx APIs - GPIx APIs - Device Context problems (for example, DevOpenDC API) 62 Personal Systems Software Products Support Center User's Guide 6.10.1 VIDEO PROBLEM INFORMATION Video Mode in Use: ____ CGA ____ EGA ____ Monochrome ____ VGA ____ SVGA ____ XGA ____ XGA-2 ____ Image Adapter Video Board Model: __________________________________________________ Video Board Chip Set: _______________________________________________ Video Board Memory Size: ____________________________________________ Drivers in Use: _____________________________________________________ ____ IBM OS/2 driver ____ IBM image adapter driver ____ ATI Driver ____ Trident driver ____ Other OEM driver: _______________________________________ Primary Monitor Manufacturer: _______________________________________ Primary Monitor Model: ______________________________________________ Secondary Monitor Manufacturer: _____________________________________ ____ No secondary monitor Secondary Monitor Model: ____________________________________________ Problem Description and Steps Required to Re-Create the Problem: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 63 6.11 WINAP - WINDOWS APPLICATIONS AND WIN-OS/2 SUBSYSTEM PROBLEMS __________________________________________________________________ QUEUE NAME: WINAP The Windows Application team is responsible for all problems associated with Windows applications and the WIN-OS/2 subsystem: o Windows applications and API compatibility o Windows settings and INI file settings o Windows printing, provided that printing from OS/2 works without a problem o Windows communications problems should be routed as follows: - If the application does not launch or receives GP Faults it is handled by the WINAP team - If the application cannot connect to the COM port, or disconnects abnormally, it is handled by the MKBCM team (page 38) o Windows network problems should be routed as follows: - Novell installation or windows driver installation problems are handled by the Novell team - LAN Server installation problems or windows drivers installation problems are handled by the LAN team (page 89) - Applications' execution and configuration problems are handled by WINAP o Windows device driver problems should be routed as follows: - Windows video device drivers to VIDEO (page 62) - Windows Multimedia device drivers to MMPM (page 50) - Windows network device drivers to Novell or LAN - All other Windows device driver problems are handled by the WINAP team o Windows application migration AFTER the migration database has failed to _____ locate the Windows application in its database. Problems with the migration program should be handled by INSTL (page 35). The WINAP team will handle incorrect Windows application settings listed in the migration database. o Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE o Windows Multimedia problems should go to the Multimedia group. This includes MIDI, scanning, and some CD-ROM multimedia problems. Windows 64 Personal Systems Software Products Support Center User's Guide applications that use NO multimedia hardware are handled by the WINAP __ team. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 65 6.11.1 WINAP PROBLEM INFORMATION Video Mode in Use: ____ CGA ____ EGA ____ Monochrome ____ VGA ____ SVGA ____ XGA ____ XGA-2 ____ Image Adapter WIN-OS/2 Desktop: ____ Not migrated ____ Migrated ____ Linked ____ Don't know Type of Application: ________________________________________________ ____ Windows 3.0 ____ Windows 3.1 ____ Don't know Did You Contact the Vendor for Assistance? ___ Y ____ N Task Causing the Problem: ____ Application install ____ Printing or font selection ____ Use of modem, FAX or scanner ____ Use of CD-ROM ____ Use of sound or video card ____ Starting or running the application ____ Other Symptom of the Problem: ____ Screen doesn't repaint ____ General protection fault ____ Communications dropped ____ Session hang ____ Machine hang ____ Other or combination of the above Application Configuration Causing the Problem: ____ Seamless from local disk ____ Non-seamless from local disk ____ Seamless from network disk ____ Non-seamless from network disk ____ Don't know 66 Personal Systems Software Products Support Center User's Guide Have Any WIN-OS/2 Settings Been Changed? ____ Y ____ N If Yes, List the Changes: Setting Changed: New Values: _______________________ ___________________________ _______________________ ___________________________ _______________________ ___________________________ _______________________ ___________________________ Network Requester Type: ____ None ____ DOS LAN Server ____ DOS Netware Requester ____ OS/2 LAN Server ____ OS/2 Netware Requester ____ Other, or don't know NETX Loaded For VDM (OS/2 Netware Requester)? ____ Y ____ N Problem Description and Steps Required to Re-Create the Problem: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 67 6.12 WPSHL - PM AND WORKPLACE SHELL (WP) RELATED PROBLEMS __________________________________________________________ QUEUE NAME: WPSHL The Workplace Shell team is responsible for PM and Workplace Shell (WP) related problems: o All Workplace Shell objects and methods, except print object when the failure is due to spooler function and non-SOM methods o All objects in the System Setup Folder except: - Spooler (see PRINT page 59) - Clipboard Viewer (see OTHER page 53) - HelpManager (see OTHER) - Selective Install, Application Migration and Device Driver (see INSTL page 35) - Color palette or font palette (see VIDEO page 62). If settings can't be saved, it is handled by the WPSHL team. o Object repaint problems and icon presentation problems, except non- Workplace Shell object code o User interface problems that are not video-hardware-related o The following APIs: - SOMx APIs. No support for SOM object Toolkit 2.1 (reference Compuserve, Developer Assistance Program or your point of sale for assistance). - WINx APIs - such as PM APIs and WPSHL methods. - INI Files - and PRF APIs (profile functions). o LAN-Aware Shell o OS/2 Clipboard and DDE (OS/2 -> OS/2) o DOS and WINDOWs session-specific functions such as changing the font size, MARK, COPY, etc., are owned by WPSHL. Clipboard pasting problems should go to MKBCM first (page 38). o PM session manager initialization module, message loop, main window proc (PMSHELL) - Exception: Not base session manager, DosStartSession, DosCalls, etc. (see OTHER page 53) 68 Personal Systems Software Products Support Center User's Guide o PMVIOP (window-oriented problems, for example window sizing, scrolling, and vertical bar) o Exceptions: - If desktop problems occur immediately after installation but all the disks were not installed, see INSTL (page 35) - If the Desktop directory or WP_ROOT._SF file is not created during installation, see INSTL (page 35) OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 69 The following are the .DLLs that WPSHL handles: BUTTON.DLL PM button control dynamic link library PMCTLS.DLL PM controls dynamic link library PMDRAG.DLL PM drag/drop dynamic link library PMMLE.DLL PM multiline edit dynamic link library PMSDMRI.DLL PM CUA control dynamic link library PMSHAPI.DLL PM shell API's dynamic link library PMSHAPIM.DLL PM shell API's dynamic link library PMSHELL.DLL PM shell that the system is running on (DLL) PMSHLTKT.DLL PM shell's dynamic link library PMTKT.DLL PM shell's dynamic link library PMWIN.DLL PM dynamic link library PMWP.DLL PM Workplace Shell dynamic link library PMWPMRI.DLL PM Workplace Shell dynamic link library SELECT.DLL PM selection control dynamic link library SESMGR.DLL Session manager dynamic link library SOM.DLL System object module dynamic link library WPCONFIG.DLL Workplace Shell configuration dynamic link library WPCONMRI.DLL Workplace Shell configuration dynamic link library WPPWNDRV.DLL Workplace Shell dynamic link library 70 Personal Systems Software Products Support Center User's Guide 6.12.1 WPSHL PROBLEM INFORMATION OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 71 Problem Classification: ____ Desktop missing or not found ____ Trap ____ Hang in WPSHL only ____ Duplicate or missing icon ____ Problem running application from icon only ____ Drag or drop operations ____ Other icon-specific problem ____ WIN API not functioning properly ____ SOM API not functioning properly (System Object Module) ____ PRF API not functioning properly (profile functions) ____ OS/2 Clipboard/DDE problem ____ System Setup Folder objects that belong with WPSHL ____ Repaint problem ____ LAN-Aware Shell ____ WPSHL specific memory problem ____ OS/2-generated error message: ____________________________ ____ Other: ___________________________________________________ What Have You Already Attempted to Resolve the Problem? ____ Remake INI files and/or desktop Method used: ____________________________________________ ____ Deleting WP_ROOT._SF file ____ Chkdsk or other tools: __________________________________ ____ Delete and recreate object ____ Reinstalling the application ____ Calling vendor of application ____ All of the above ____ None When Did the Problem Start? ____ Applied update to OS/2 ____ Applied update to application ____ Installed a new application ____ Made changes to the system (for example, CONFIG.SYS) ____ Other: __________________________________________________ Frequency of the Problem: ____ Every Time ____ Intermittent ____ Once Is the Problem Recreatable? ____ Y ____ N ____ Don't know Does a TRAP Occur? ____ Y ____ N (If yes, fill in the trap information on page 32.) 72 Personal Systems Software Products Support Center User's Guide SET SHELLEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y ____ N SET SHAPIEXCEPTIONHANDLER=OFF in CONFIG.SYS? ____ Y ____ N NetWare Type (if LAN Object): _______________________________________ ____ IBM OS/2 LAN Requester 2.0 ____ IBM OS/2 LAN Requester 3.0 ____ Novell Netware Requester ____ Any DOS Netware Requester Problem Description and Steps Required to Re-Create the Problem: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 73 6.13 PCDOS - PC DOS PROBLEMS _____________________________ QUEUE NAME: PCDOS The PC DOS team is responsible for all problems in IBM PC DOS: o All PC DOS defects o Support for all PC DOS modules, including: - Memory Management utility programs and drivers (EMM386.EXE, HIMEM.SYS, MEM, etc.) - FDISK and partitioning problems - Installation problems - Device Drivers (MOUSE.COM, SMARTDRV.SYS, FASTOPEN.EXE, etc.) - PC DOS Editor (EDIT.COM, E.EXE) - PC DOS utility programs - Backup, Undelete, Scheduler, Antivirus, Compression, Defrag - PCMCIA - Application problems in which DOS is at fault - IBM PC DOS DOSSHELL -- Taskswapper -- All shell utility programs - Printing from within DOS -- PRINT.COM -- MODE.COM and redirected print - Network problems where DOS is at fault - IBM computers preinstalled with PC DOS are NOT supported by this ___ team. Problems with preinstalled systems should be addressed to their respective Support Centers: -- PS/1 software support: 919-543-9708 -- ValuePoint & ThinkPad machines: 1-800-PS2-7772 o Exceptions: 74 Personal Systems Software Products Support Center User's Guide - XGA device driver support running under DOS should be sent to the DEVDRV queue at Retain location 148 - TCPIP for DOS is not PC DOS and should be sent to the TCPWS queue at Retain location 103 DO NOT CONFUSE PC DOS WITH DOS COMPATIBILITY IN OS/2 - SEE THE DOSAP QUEUE _____________________________________________________________________________ (PAGE 23) _________ NOTE: The PCDOS team requires only that the "Hardware and Software Config- uration Information" be available when calling for support (see page 19). OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 75 6.14 THE OS/2 DUMP PROCESS ___________________________ A utility program exists in OS/2 to dump all of physical memory to diskette. The dump is helpful in some situations to identify a failing component in an OS/2 system. The TRACE utility program must be running for ALL dumps. Note ___ that the TRACE utility is a separate function from the DUMP utility program. There are two types of dumps: 1. Automatic dump (only useful for Ring 3 traps) 2. Manual dump (to be used for hangs, and traps that are not Ring 3) The situation determines which type of dump is needed. IBM OS/2 Support will help you determine which process is correct for your situation. 1. Starting the Trace o For OS/2 prior to release 2.0, add the following lines in CONFIG.SYS and then reboot the machine: TRACE=ON TRACEBUF=63 TRACE=OFF 4,24,47,50,97,98 These statements start the TRACE function and turn off major codes 4, 24, 47, 50, 97, and 98. (The default for TRACE=ON is to trace all system events. These major codes are for some housekeeping functions that are not normally needed.) o For OS/2 2.X, add the following lines to CONFIG.SYS then reboot the machine: TRACEBUF=63 TRACE=ON 2. The Dump Process - The Dump Diskettes (preparing the diskettes for the memory dump) To begin the process, you will need to create a "dump diskette." This diskette must be created on a working machine BEFORE a failure. The ______ diskette is then saved until needed. To create a dump diskette enter the following from a command prompt: CREATEDD A: When the machine requests the dump diskette, use this one as the first diskette. Additional formatted diskettes will be needed to hold the rest of the dump. The number of diskettes needed depends on the amount of 76 Personal Systems Software Products Support Center User's Guide memory in your system. The diskette sizes must be the same (for example, all 1.44MB diskettes or all 2.88MB diskettes). OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 77 3. Two Ways of Recording the Dump (automatically or manually) o Automatic Dump Process (to be used only for Ring 3 traps) In CONFIG.SYS enter the following: TRAPDUMP=ON This will cause an automatic dump if the failing CS:EIP is in Ring 3 code (the CS value will end in either 3, 7, B or F). It will not dump on Ring 0 code traps. (Applications run at Ring 3 while the OS/2 Kernel runs at Ring 0.) o Manual Dump Process It is also possible to start a manual dump of the system. If the trap information is displayed on the screen, record ALL of the infor- mation. Press and hold "Ctrl+Alt" and then press "Num Lock" twice. This starts the dump process. (This assumes the keyboard is not locked.) 4. Performing the Dump When the dump is started, either automatic or manual, the screen goes blank and the user is instructed to insert the dump diskette. This is the diskette created with the CREATDD command in Step 2. The user is prompted for additional diskettes as needed and then instructed to insert the dump diskette a second time. When this is finished, the system can be re-booted to return to normal operation. Note that no register information is displayed when an automatic dump is performed. The register information is contained in the dump informa- tion. 5. Mailing the Dump to IBM DO NOT send dump diskettes unless instructed by Level 2 Support. _______ Diskettes MUST be clearly labeled with the PMR# or APAR# and your name. ____ Please ensure diskettes are numbered as well. Dump diskettes should be sent to: IBM Corp. ATTN: OS/2 HNGTR Team, Bldg 001-3 Internal Zip 1024 1000 NW 51st Street Boca Raton, FL 33432 78 Personal Systems Software Products Support Center User's Guide 6.15 VIRTUAL DEVICE DRIVERS AND DOS_SETTINGS/WINDOWS_SETTINGS ______________________________________________________________ The following table defines which queue owns the various Virtual Device Drivers, DOS_SETTINGs and WINDOWS_SETTINGs. See the OS/2 VIRTUAL DEVICE _____________________ DRIVER PROGRAMMING REFERENCE for more detailed information (interrupt _______________________________ numbers, more descriptive text, etc.). DRIVER QUEUE DESCRIPTION VSVGA.SYS VIDEO SVGA video function emulation VKBD.SYS MKBCM Keyboard emulation VTIMER.SYS DOSAP System timer emulation VPIC.SYS DOSAP Interrupt controller emulation VDSK.SYS DISK Hard disk I/O emulation VDISK.SYS * DISK Ramdisk for OS/2 VBIOS.SYS DOSAP BIOS function emulation VLPT.SYS PRINT Printer port emulation VFLPY.SYS DISK Diskette drive I/O emulation VNPX.SYS DOSAP Numeric Math Coprocessor instruction handling (if available) - DOES NOT ________ emulate a math coprocessor on non- math coprocessor equipped machines VCMOS.SYS DOSAP CMOS I/O emulation VWIN.SYS WINAP/WPSHL Interface between WIN-OS/2 and Pres- entation Manager VMDISK.EXE * DOSAP Utility program used to create DOS startup diskettes - except diskette drive controller problems (see the DISK queue) OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 79 DRIVER QUEUE DESCRIPTION VVGA.SYS VIDEO VGA video function emulation VEGA.SYS VIDEO EGA video function emulation VCGA.SYS VIDEO CGA video function emulation VMONO.SYS VIDEO Monochrome video function emulation VDPX.SYS DOSAP DPMI protect mode to real mode call interface VXGA.SYS VIDEO XGA video function emulation VMOUSE.SYS MKBCM Mouse emulation VCOM.SYS MKBCM COM port emulation V8514A.SYS VIDEO 8514 video function emulation VCDROM.SYS DISK OS/2's equivalent of Microsoft's MSCDEX.EXE for VDMs. If customers are using real MSCDEX in a VMB, then see the DOSAP queue. VTOUCH.COM * VIDEO Touch screen function emulation VPCMCIA.SYS OTHER PCMCIA adapter I/O and handling VAPM.SYS OTHER Advanced Power Management function handling VDPMI.SYS DOSAP DOS Protect Mode Interface functions VEMM.SYS DOSAP Expanded Memory Specification emu- lation VXMS.SYS DOSAP Extended Memory Specification emu- lation VDMA.SYS DOSAP Direct Memory Access BIOS function emulation * The entries marked with an asterisk are not virtual device drivers, but are related closely enough that they warrant inclusion in this listing. 80 Personal Systems Software Products Support Center User's Guide Use the following table to determine the queue that owns the various DOS and Windows settings. Column 1 below provides the first few letters of the DOS_SETTINGs and WINDOWS_SETTINGs. Column 2 contains the name of the queue that owns each setting. LETTERS QUEUE EXCEPTIONS AUDIO MMPM COM MKBCM DOS DOSAP DOS_BACKGROUND_EXECUTION, when dealing with graphical DOS applica- tions, is owned by the VIDEO queue DPMI DOSAP EMS DOSAP HW DOSAP IDLE DOSAP MEM DOSAP KBD MKBCM PRINT PRINT VIDEO VIDEO WIN WINAP OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 81 6.16 INDUSTRY STANDARD (AT BUS) ARCHITECTURE OVERVIEW ______________________________________________________ The original Industry Standard Architecture (ISA) machine (the IBM PC-AT) allowed for the definition of up to four serial communications ports. However, there has never been any hardware architectural standard that defined the I/O port addresses or Interrupt Request (IRQ) lines associated with serial ports #3 or #4. Over the years a convention was established which places the port addresses for COM3 and COM4 at 03E8 and 02E8 respec- tively. This is a generally accepted convention and is not a standard. If multiple hardware adapters of any kind (not just communications) are using the same I/O address, then the effect on your computer will be totally unpre- dictable. OS/2 2.x is an interrupt driven operating system and requires unique I/O addresses and Interrupt Request lines (IRQs) for each adapter in the system on an ISA computer system. ISA systems have what are called "edge triggered" interrupts in contrast to Micro Channel (MCA) and EISA which use "level sen- sitive" interrupts. Edge triggered interrupts can only be sensed for a very short period of time. If a second interrupt arrives from another adapter while the first interrupt is still being processed, then the second inter- rupt will be lost. Also, if two adapters are sharing the same PHYSICAL IRQ ____________ then the processor does not know which adapter (and therefore which OS/2 session) should get the Interrupt Request (IRQ). In a single tasking oper- ating system such as DOS, the sharing of interrupts is not a problem as only one application is in use at a time. OS/2, however, presents a different set of problems. If we have two, three, or four serial communications adapters, the probability is now pretty high that we might try to use two or more of them at the same time. If some of them have previously been set up using shared interrupts, then the stage is set for mysterious things to happen that probably didn't happen under DOS. 6.16.1 ISA BUS ARCHITECTURE On an ISA machine there are a total of 15 IRQ levels available. These inter- rupts are determined by the two INTEL 8259a (or compatible) Programmable Interrupt Controllers (PIC). Each PIC is capable of handling 8 Interrupt ReQuest lines (IRQ) but IRQ2 of the first pic is cascaded (or linked) to IRQ9 of the second PIC. Any adapter which is physically configured (or "jump- ered") to IRQ2 will recognized by OS/2 as IRQ9. This is defined by the hard- ware and not the OS/2 operating system. The standard settings, in order of priority, follow: +--------+------------------------------------------------------------------+ | IRQ# | Device Associated | +--------+------------------------------------------------------------------+ | 0 | System Timer | +--------+------------------------------------------------------------------+ 82 Personal Systems Software Products Support Center User's Guide +--------+------------------------------------------------------------------+ | 1 | Keyboard | +--------+------------------------------------------------------------------+ | 2 | Secondary Interrupt Controller (see note) | +--------+------------------------------------------------------------------+ | 8 | Realtime Clock | +--------+------------------------------------------------------------------+ | 9 | --- (see note) | +--------+------------------------------------------------------------------+ | 10 | --- free | +--------+------------------------------------------------------------------+ | 11 | --- free | +--------+------------------------------------------------------------------+ | 12 | --- free - reserved for aux dev | +--------+------------------------------------------------------------------+ | 13 | Math Coprocessor | +--------+------------------------------------------------------------------+ | 14 | Hard Disk | +--------+------------------------------------------------------------------+ | 15 | --- free | +--------+------------------------------------------------------------------+ | 3 | COM2 (Serial Communications Port #2) | +--------+------------------------------------------------------------------+ | 4 | COM1 (Serial Communications Port #1) | +--------+------------------------------------------------------------------+ | 5 | LPT2 (Parallel Printer Port #2 - add. 278) | +--------+------------------------------------------------------------------+ | 6 | Diskette | +--------+------------------------------------------------------------------+ | 7 | LPT1 (Parallel Printer Port #1 - add. 3BC or 378) | +--------+------------------------------------------------------------------+ Table 1. IRQ Assignments. This table shows the typical assignments of IRQ's in both ISA and MCA class computers. NOTE: On the IBM-AT (ISA bus) the IRQ9 pin is identical with the IRQ2 pin on the original IBM-PC. If you have an older, 8-bit adapter whose doc- umentation states that it uses IRQ2, then be aware that this will actually be seen as IRQ9 when plugged into the 16-bit ISA bus. OS/2 can detect that an interrupt line is shared and will disallow the simul- taneous use. Assume that COM1 and COM3 were sharing IRQ4 (a fairly common real situation). If we tried to use both COM ports at the same time, OS/2 would refuse to allow the second one to start. A well-written OS/2 communi- cations program would see and report the error from OS/2 that the port could not be opened. A DOS application, however, will likely be unprepared to respond to this strange situation, and may simply hang, waiting for the port that will never open. To avoid these problems, make sure that all of your hardware adapters have their own unique I/O addresses and IRQ assignments. Unfortunately, on an ISA machine, OS/2 has no way to query the computer to find out what these set- tings are. Therefore, after checking and setting the adapters according to the instruction manuals, you must also tell OS/2 what you've done by placing explicit information into the CONFIG.SYS file. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 83 6.16.2 ISA INTERRUPT REQUEST LEVELS AND I/O ADDRESSES The Industry Standard Architecture (ISA) computers use EDGE triggered inter- rupts (versus LEVEL triggered interrupts used in Microchannel Architecture (MCA) computers). OS/2 2.x only supports interrupt sharing on MCA computers. The reason that interrupt sharing is not supported on ISA computers is a lim- itation of the ISA architecture (edge triggered interrupts) and performance. Every adapter in an ISA computer must have a unique IRQ which is PHYSICALLY defined by hardware jumpers or logically defined by software supplied by the vendor of the adapter. The adapter and not OS/2 determines the IRQ settings. The same can be said for I/O addresses. 6.16.3 DETERMINING IRQS FOR ISA COMPUTERS o On an ISA computer, the only reliable way to verify the IRQ settings for every adapter is to manually inventory each adapter. You usually do not have to worry about the parallel ports, the disk drives or the Math Coprocessor (if one is installed). There are some utilities available for DOS which may be able to indicate if you have an IRQ conflict. o If your set an ISA adapter to IRQ2, this adapter will be known to OS/2 as IRQ9. The reason for this is there are two INTEL 8259a (or compatible) Programmable Interrupt Controllers (PICS) in the ISA bus architecture. Each PIC can handle eight (8) interrupts. IRQ2 which is located on the master PIC cascades to IRQ9 of the slave PIC. This is a function of the hardware and not the OS/2 operating system. 6.16.4 DETERMINING I/O ADDRESSES There is a technique available for determining which Input/Output (I/O) addresses are in use by the serial communication adapters which are identi- fied by COMx. For other types of adapters, you will have to manually inven- tory each adapter. You usually do not have to worry about the parallel ports, the disk drives or the Math Coprocessor if one is installed. The technique to determine which I/O addresses are in use is detailed below: 1. Start a DOS Full Screen Session (command prompt). 2. Enter DEBUG and press the enter key. 3. At the '-' prompt, enter D 40:0 and press the enter key. 4. You will see 0040:0000 followed by pairs of hexadecimal numbers. These numbers are the I/O addresses recognized by COM.SYS. Below is an example of COM1 and COM2: 0040:0000 F8 03 F8 02 00 00 00 00-BC 03.... This represents 03f8 (COM1) and 02f8 (COM2). If COM3 was present, it would follow COM2's address. 84 Personal Systems Software Products Support Center User's Guide NOTE 1: If the above procedure shows "E8 02" in COM3's address posi- tion, there is NOT a serial communication adapter defined as COM3 and there is a serial communication adapter defined as COM4. Reference the following section. NOTE 2: If COM1 or COM2 slots are equal to zero (00 00) AND you have a serial mouse plugged into the port in question, this is normal. The MOUSE.SYS driver enters zeros for the port it owns so that other drivers (i.e. COM.SYS) do not interfere with the port. 5. Enter Q and press the enter key to leave DEBUG. The following section shows various location 40:0 scenarios. 6.16.4.1 Location 40:0 Scenarios This section gives the user some common scenarios to look for when debugging location 40:0. Note that a serial device could be an external serial (COM) port, internal modem or some other specialized serial device. Also note that DEBUG can be run in NATIVE DOS to confirm posting of port addresses to location 40:0. NOTE: The CONFIG.SYS line shown in the examples is what you would expect the customer to have set so that the DEBUG 40:0 matches. These examples are not always valid and are noted in each individual case. 1. 0040:0000 F8 03 F8 02 20 32 28 32-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS MCA class computer with 4 serial devices: COM1(3f8), COM2(2f8), COM3(3220), COM4(3228). This is a VALID CONFIG.SYS line. 2. 0040:0000 F8 03 F8 02 E8 03 E8 02-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii) (4,2e8,ii) WHERE 'ii' is equal to the PHYSICAL IRQ level set on the serial device. ISA class computer with 4 serial devices: COM1(3f8), COM2(2f8), COM3(3e8), COM4(2e8) - Either no MOUSE or a BUS MOUSE. Very likely has IRQ conflicts with either the MOUSE or between the serial devices. Another possibility is a malfunctioning MOUSE or the MOUSE.SYS statement is following the COM.SYS statement in the CONFIG.SYS file. The MOUSE.SYS statement should always precede the COM.SYS statement in the CONFIG.SYS file. This is a VALID CONFIG.SYS line provided the IRQs match the physical IRQ of the serial devices. 3. 0040:0000 00 00 F8 02 00 00 00 00-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS ISA or MCA class computer with two serial devices - MOUSE is on COM1. OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 85 4. 0040:0000 F8 03 00 00 E8 03 00 00-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii) WHERE 'ii' is equal to the PHYSICAL IRQ level set on the serial device. ISA class computer with three serial devices - MOUSE is on COM2. This is a VALID CONFIG.SYS line. 5. 0040:0000 F8 02 E8 03 00 00 00 00-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS (3,3e8,ii) WHERE 'ii' is equal to the PHYSICAL IRQ level set on the serial device. ISA class computer with two or three serial devices - Either no MOUSE or BUS MOUSE. WARNING: THIS CONFIGURATION IS VERY SUSPICIOUS AND WILL PROBABLY NOT WORK AS 2F8 IS THE WRONG ADDRESS FOR THE SLOT. DEFINITELY WANT TO CHECK THE PHYSICAL CONFIGURATION OF THE SERIAL ADAPTER. IN THIS INSTANCE, CHECK TO SEE THAT COM1 IS ENABLED ON THE ADAPTER. IF THE ADAPTER IS CONFIGURED CORRECTLY, THERE MAY BE A HARDWARE PROBLEM. THE CONFIG.SYS LINE IS VALID BUT THERE IS A SUS- PECTED HARDWARE ERROR. 6. 0040:0000 F8 03 F8 02 E8 02 00 00-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii) WHERE 'ii' is equal to the PHYSICAL IRQ level set on the serial device. ISA class computer with three serial devices - either no MOUSE or BUS MOUSE. NOTE: The third device is configured for what is usually assigned to COM4(2e8). OS/2 is going to want to treat this as COM3, I/O address 2e8 and what ever IRQ is assigned. This situation usually causes an error (i.e TRAP 000e, IPE, etc.). This is currently NOT a valid CONFIG.SYS line due to a defect in the Serial Device Driver (COM.SYS). 7. 0040:0000 E8 02 F8 02 E8 02 00 00-BC 03.... CONFIG.SYS: ..\OS2\COM.SYS (4,2e8,ii) WHERE 'ii' is equal to the PHYSICAL IRQ level set on the serial device. ISA class computer with three serial devices - MOUSE is on COM1. NOTE: The COM.SYS device driver has taken the (4,2e8,ii) parameter passed and incorrectly placed the I/O address in slot one which was set to zero by the MOUSE.SYS device driver. This situation always causes an error. This is currently NOT a valid CONFIG.SYS line due to a defect in the Serial Device Driver (COM.SYS). 6.16.5 ISA, OS/2 AND PARALLEL PORTS The printer port addresses and IRQ levels are hard coded in OS/2 as follows: 86 Personal Systems Software Products Support Center User's Guide +-----------------+-----------------+-------------------------------------+ | PORT | I/O ADDRESS | IRQ | +-----------------+-----------------+-------------------------------------+ | LPT1 | 3BC or 378 | IRQ7 | +-----------------+-----------------+-------------------------------------+ | LPT2 | 278 | IRQ5 | +-----------------+-----------------+-------------------------------------+ Table 2. Parallel Port Assignments. This table shows the typical assign- ments of the parallel ports on most computers. Unlike the COM ports, where the addresses and the interrupts can be specified by parameters to the COM.SYS in the CONFIG.SYS file, the printer port addresses and IRQs shown above are fixed. OS/2 assigns LPT1 to the highest printer port address being used. The printer address is specified in the printer adapter board. With OS/2 you can not use both addresses 3BC and 378 as printer port addresses. Both parallel ports (LPTs) would be sharing IRQ7. Unlike DOS, OS/2 uses interrupts for printing. The interrupt is triggered by the signal line, ACK, from the printer. If the IRQs are not configured cor- rectly or if the printer cable is missing the ACK line, the printer may work under DOS and have problems under OS/2. 6.16.6 ISA AND OS/2 SUMMARY Even though there is some flexibility for printer and COM port assignments, try to stick to the standard assignment as shown in the IRQ table above. The I/O addresses and IRQs are determined by the HARDWARE. The parameters passed to COM.SYS DO NOT change the hardware; these parameters are a reflection of the physical hardware settings. Available interrupts, in order of priority, are: IRQ9, IRQ10, IRQ11, IRQ12, IRQ15, IRQ3 (if not used for COM2), and IRQ5 (if not used for LPT2). Physical addresses and interrupts can be indicated in OS/2 to the communi- cation drivers. Usual default settings follow: o COM1 - 03f8 - IRQ 4 (OS/2 & industry default) o COM2 - 02F8 - IRQ 3 (OS/2 & industry default) o COM3 - 03E8 - (industry practice) o COM4 - 02E8 - (industry practice) There is no OS/2 default setting for COM3 and COM4. It must be specified by the device=x:\OS2\COM.SYS statement (where x: is the installed drive) in the config.sys file. An example of address and interrupt assignments follows: o COM1 - 03F8,IRQ4 o COM2 - 02F8,IRQ3 o COM3 - 03E8,IRQ5 (IRQ5 not being used by LPT2) o COM4 - 02E8,IRQ10 (would require a 16 bit adapter) o LPT1 - 378,IRQ7 OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 87 If interrupt devices are occasionally losing data, try moving to a higher priority unused interrupt. 6.16.7 NOTES ON MICROCHANNEL ARCHITECTURE MACHINES OS/2 2.x requires no extra configuration for Microchannel Architecture (MCA) computers. MCA computers have the ability to share interrupts although for best performance, you should try to limit the number of devices sharing IRQ4 and IRQ3 which are used for COM1, COM2 and COM3. On a MCA machine, COM1 is defined as IRQ4, I/O address 3f8, COM2 is defined as IRQ3, I/O address 2f8, COM3 is defined as IRQ3, I/O address 3220 and COM4 is defined as IRQ3, I/O address 3228. 88 Personal Systems Software Products Support Center User's Guide 7.0 OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION ________________________________________________________________________ Support for the LAN Systems products is divided into 5 work groups (queues). They are: 1. OS/2 LAN Server Problems 2. OS/2 LAN Requesters/Remote IPL Problems 3. DOS LAN Requester/PC LAN Program Problems 4. OS/2 LAN Application Problems 5. LAN-Related Traps and Hangs This chapter discusses the responsibilities of each of these queues. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which queue would be the appropriate one to assist with your problem or question. This chapter also contains the general LAN Systems problem reporting form to collect the initial problem-determination information required by these queues. Having this problem information available prior to placing a call for assistance will enable the Support Center representative to more effi- ciently resolve your problem. 7.1 OS/2 LAN SERVER PROBLEMS _____________________________ QUEUE NAME: SERVER The SERVER team is responsible for the following: o Problems affecting more than one user, more than one requester, or the server itself o Problems affecting the same userid on different machines o Problems starting any Server services (those functions found only on the server). For example: - Alerter Service - DCDB Replicator Service - Generic Alerter Service - Loopback Driver - Migration Import Utility OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 89 - Netlogon Service - Netrun Service - Replicator Service - Timesource Service - Uninterruptable Power Supply (UPS) o Printing problems where the job has not yet reached a server print queue (for example, the job queue status DOES NOT show spooled, printing, or ________ held) o Problems with synchronization of additional servers o NET.ACC problems o UPM (User Profile Management) problems if UPM is accessing the server (that is, if the UPM is not local) o Problems related to 386HPFS, local security, or fault tolerance o Alias and ACP (Access Control Profile) problems o Net Requester Full Screen Interface problems (such as incorrect output) 7.2 OS/2 LAN REQUESTERS/REMOTE IPL (RIPL) PROBLEMS ___________________________________________________ QUEUE NAME: OS2REQ o Problems installing LAN Requester code o Problems starting LAN Requester with a NETXXXX error logged in ____ LANTRAN.LOG o Problems accessing network resources, trouble with drive assignments, and trouble accessing files across the network o Problems with LAN Requester functions, such as LAN Requester Full Screen Interface, LAN Requester documentation, and messaging o Problems starting RIPL workstation 7.3 DOS LAN REQUESTER/PC LAN PROGRAM PROBLEMS ______________________________________________ QUEUE NAME: DLR The DOS LAN Requester(DLR)/PC LAN Program team is responsible for: o Problems occurring on a single DLR machine 90 Personal Systems Software Products Support Center User's Guide o Problems affecting DLRs but not OS/2 Requesters o Problems affecting DLRs but not unique to a specific userid o Problems with loaded memory managers o Problems affecting DLRs where DMXx.SYS drivers are loaded and message can be sent to machine name via NET SEND 7.4 OS/2 LAN APPLICATION PROBLEMS __________________________________ QUEUE NAME: LSAPPS The LAN Applications team handles the following problems: o Network Transport Services/2 (NTS/2) and MPTS (Multi-Protocol Transport Services) - The initialization and binding of protocols to adapters - Protocol problems (for example, session loss or errors in LANTRAN.LOG file) - Problems associated with the PROTOCOL.INI file - Virtual Device Driver problems o LAN Adapter and Protocol Support (LAPS) - Problems with the installation and configuration of protocols and adapter drivers o Configuration Installation Distribution (CID) - Problems involving the CID architecture that transcend any particular product (for example, loss of connection or problems involving SRVIFS, THINIFS, THNILAPS, etc.) - CID installation of NTS/2 and LAN Server NOTE: CID installations of OS/2 base code, Service Paks, Extended _____ Services, etc. should go to their respective product owners' queues o System Performance Monitor/2 (SPM/2) - Problems involving monitoring, graphing, recording, and generating reports using the SPM/2 product - Problems involving Theseus/2 memory analysis o Network SignOn Coordinator (NSC) o LAN Server for Macintosh (LSM) OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 91 - Problems with installation and configuration of LSM - Problems sharing files from LSM - Problems printing to and from the LSM server - Problems using LSM administration utility program o User Profile Management (UPM) - Problems adding, updating, and deleting users and groups from the UPM full screen interface and command line - Problems with remote administration of UPM o Network Application Programming Interfaces (API) - Problems involving the APIs of LAN Server, DLR, SPM/2, and UPM o LAN Distance - Problems configuring the connection server and remote workstation - Problems configuring or setting up modems (NIF files) o LAN Netview - Problems with all LAN Netview components: Manage Enabler Fix Tie Monitor View - Problems configuring the Manage machine - Problems with non-registered objects on the Manage machine 7.5 LAN-RELATED TRAPS AND HANGS ________________________________ QUEUE NAME: TRAP The TRAP team handles all LAN-related traps and hangs: o All Internal Processing Errors (IPE) o TRAP from which the system cannot recover o Entire system hangs that prevent all user input o Exceptions: 92 Personal Systems Software Products Support Center User's Guide - For SYSxxxx failures (such as SYS3175) that detect a failing process, see the appropriate support team. 7.6 LAN SYSTEMS PROBLEM INFORMATION - GENERAL ______________________________________________ You may be asked to provide the following general problem-determination information when working with IBM LAN Systems Support. 7.6.1 LAN SYSTEMS PROBLEM INFORMATION - SOFTWARE Level of code Domain Additional OS/2 Controller Servers Requesters Base OS/2 CSD/ServicePak ___________ __________ ___________ LAN Services CSD/ServicePak ___________ __________ ___________ Extended Services CSD/ServicePak ___________ __________ ___________ (if applicable) Level of code on all DOS LAN Requesters involved ______ DOS level ______ LAN Support Program level ______ DLR level OEM network programs co-existing on network ________________________ ______________________ ________________________ _______________________ User's applications on the network ________________________ ______________________ ________________________ _______________________ OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 93 7.6.2 LAN SYSTEMS PROBLEM INFORMATION - HARDWARE _________ Model of the failing machines _________ Speed of the failing machines _________ Type of network adapter involved Printer information _________ Printer type _________ Drivers (list all) _________ _________ 7.6.3 GENERAL NETWORK PROBLEM INFORMATION Type of network (check one) ___ Token-ring ___ Ethernet ___ Other (list) ________________ _______ Data rate Size of network _____ Number of domains _____ Number of additional servers _____ Number of requesters Description of general network topology (bridges) ______________________________________________________________ ______________________________________________________________ 94 Personal Systems Software Products Support Center User's Guide 7.6.4 LAN SYSTEMS ERROR MESSAGES PROBLEM INFORMATION Complete error message from all errors displayed on the screen ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ All pertinent messages from the NET ERROR log ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ Return codes _______, _______, _______ First 2 pairs of hex digits from NCB errors _____, _____ Complete errors from the LANTRAN.LOG or ACSLAN.LOG ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 95 7.6.5 LAN SYSTEMS PROBLEM DOCUMENTATION Description of the problem ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ Re-creation scenario (if reproducible) ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ Suggestion/results ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ Network load at time of error ______________________________________________________________ ______________________________________________________________ Frequency of the problem ___________ Consistency of the problem ____________ History of the problem: Has it ever worked? When did it start? ______________________________________________________________ ______________________________________________________________ 96 Personal Systems Software Products Support Center User's Guide Relevant files (IBMLAN.INI, PROTOCOL.INI, CONFIG.SYS, etc.) _____________ _____________ ____________ ____________ _____________ _____________ ____________ ____________ After the initial problem information is gathered, the problem may be transferred for further problem determination to specific groups on the LAN analyst team. OS/2 LAN SYSTEMS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 97 98 Personal Systems Software Products Support Center User's Guide 8.0 OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEM _______________________________________________________________________ INFORMATION ___________ Support for the OS/2 Extended Edition and Extended Services Database Manager products is divided into 5 work groups (queues). They are: 1. Database Manager engine 2. APIs and application programming 3. Remote data services 4. Database Manager front ends - Query Manager, CLI, database tools 5. Other This chapter contains a description of the responsibilities of each of these queues. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which queue would be the appropriate one to assist with your problem or question. This chapter also contains the general Database Manager problem reporting forms to collect the initial problem determination information required by these queues. Having this problem information available prior to placing a call for assistance will enable the Support Center representative to more efficiently resolve your problem. 8.1 DATABASE MANAGER ENGINE (DATABASE SERVICES) PROBLEMS _________________________________________________________ QUEUE NAME: DBENG This team addresses problems in the following areas: o Locking o Logging/Transaction Management/Forward Recovery o DBM Utilities (Reorg, Runstats, Backup, Import, Export) o SQL (DDL,DML) - general queries or incorrect query results o STARTDBM/STOPDBM o Indexing o Referential Integrity o Performance/Tuning OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEM TIONRM99 8.2 APIS AND APPLICATION PROGRAMMING PROBLEMS ______________________________________________ QUEUE NAME: DBMAPI This team addresses problems in the following areas: o Precompile or bind problems o Specific API problems o Cursors o Static/dynamic SQL o ARI (Applications Remote Interface) o Query Manager Callable Interface o SQL User Exit (SQLUEXIT) 8.3 REMOTE DATA SERVICES PROBLEMS __________________________________ QUEUE NAME: DBMRDS This team addresses remote data services problems: o Failure to connect (APPN, NETBIOS or SQLLOO) to DBM server o Communications errors on remote database open o Problems that do not occur when run locally o Remote program download 8.4 DATABASE MANAGER FRONT ENDS (QUERY MANAGER, CLI, DATABASE TOOLS) _____________________________________________________________________ PROBLEMS ________ QUEUE NAME: DBMFE This team addresses problems in the following areas: o Query Manager objects - Queries/Reports - Procedures - Panels - Menus - Forms 100 Personal Systems Software Products Support Center User's Guide - 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 OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEMTIONOR101 8.5 OTHER PROBLEMS ___________________ QUEUE NAME: DBMOTH This team addresses problems in the following areas: o Data integrity loss - Database recovery errors - Abends or errors accessing specific tables - TARRR/Resetlog problems or questions - Unusable data in reports o Interaction with other products (CICS, POMS, PMPS, LNM, etc.) 102 Personal Systems Software Products Support Center User's Guide 8.6 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. 8.6.1 SOFTWARE AND HARDWARE INFORMATION OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEMTIONOR103 SOFTWARE Level of code Database Client Server CSD/SelectPak levels ____________ _______________ Additional SQL modules ____________ _______________ HARDWARE _________ Model of the failing machine _________ Speed of the failing machine _________ Memory on failing machine _________ Available disk space on failing machine ERROR MESSAGES Specific error message SQL ____________________________________________________________ QRW ____________________________________________________________ DBM ____________________________________________________________ Other____________________________________________________________ RETURN CODES ON SPECIFIC ERRORS SQL0902C _________ QRW2272W _________ SQL30080N _________ RDS PROBLEMS Protocol being used (check which one) ____ APPN ____ NETBIOS ____ SQLL00 Number of users (if any) that can successfully access remote database _______ Does error occur locally on the server? Y or N 104 Personal Systems Software Products Support Center User's Guide 8.6.2 GENERAL PROBLEM INFORMATION Is the database accessible? Y or N Does the error occur on open or recovery of database? Y or N Does the error occur in: Query Manager Y or N Command Line Interface Y or N User Application Y or N If user application, what language and compiler were used? Language ________________________________ Compiler ________________________________ Re-creation scenario ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Has the function/application ever worked? Y or N NOTE: You might also be requested to send in a backup copy of the database if the problem cannot be reproduced on local support databases. After initial problem information is gathered, the problem may be transferred for further problem determination to specific groups on the Database Manager analyst team. OS/2 EE/ES DATABASE MANAGER TEAM DESCRIPTIONS AND REQUIRED PROBLEMTIONOR105 106 Personal Systems Software Products Support Center User's Guide 9.0 NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION _______________________________________________________________ Support for the NetWare products is divided into 5 work groups (queues). They are: 1. NetWare Version 4 2. NetWare Communications 3. NetWare Requester 4. NetWare Other 5. NetWare Server This chapter contains a description of the responsibilities of each of these queues. The Software Solution Services representative will be able to more efficiently direct your call if you can determine which queue would be the appropriate one to assist with your problem or question. This chapter also contains the general NetWare problem reporting forms to collect the initial problem determination information required by these queues. Having this problem information available prior to placing a call for assistance will enable the Support Center representative to more effi- ciently resolve your problem. 9.1 NETWARE VERSION 4 PROBLEMS _______________________________ QUEUE NAME: NW40 This queue addresses problems with NewWare version 4.0. 9.2 NETWARE COMMUNICATIONS PROBLEMS ____________________________________ QUEUE NAME: NCOMM This queue addresses problems with the following products: o NetWare 3270 LAN Workstation for DOS v3.0 o NetWare 3270 LAN Workstation for Macintosh v1.1 o NetWare 3270 LAN Workstation for Windows v1.2 o NetWare Access Services (NAS) v1.3 o NetWare Asynchronous Communications (NACS) v3.0 NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 107 o NetWare Communications Services Manager v1.0 o NetWare Hostprint v1.0 o NetWare for SAA v1.3 o NetWare SNA Links (single) v1.0 o NetWare Vector Graphics Option v3.0 9.3 NETWARE REQUESTER PROBLEMS _______________________________ QUEUE NAME: NWKSTA This queue addresses problems with the following products: o NetWare DOS Client o NetWare Requester for OS/2 v1.3 o NetWare Requester for OS/2 v2.0 o NetWare Lite v1.1 9.4 NETWARE OTHER PROBLEMS ___________________________ QUEUE NAME: NWOTHR This queue addresses problems with the following products: o NetWare LANalyzer for Windows v2.0 o NetWare Services Manager v1.3b 9.5 NETWARE SERVER PROBLEMS ____________________________ QUEUE NAME: NWSRV This queue addresses problems with the following products: o NetWare v2.2 o NetWare v3.11 o NetWare Flex/IP v1.2 o NetWare FTAM v1.2 o NetWare NFS v1.2b o NetWare Runtime 108 Personal Systems Software Products Support Center User's Guide o NetWare for Macintosh (NLM) v3.011 o NetWare Name Services (NNS) NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 109 9.6 NETWARE PROBLEM INFORMATION ________________________________ The following general problem-determination information may be requested when working with NetWare support. 9.6.1 NETWARE PROBLEM INFORMATION - SOFTWARE Level of NetWare code on NetWare servers _________ NetWare operating system version _________ Corrective service applied DOS workstation: Level of NetWare Level of IBM code DOS version _____________ _____________ DOS corrective service level _____________ _____________ IPX or ODI? _____________ _____________ Shell Version _____________ _____________ NetWare client corrective service applied _____________ _____________ NetWare Requester for OS/2: OS/2 version _____________ _____________ OS/2 corrective service/Service Pak applied _____________ _____________ Version of NetWare requester _____________ _____________ NetWare corrective service/NSD applied _____________ _____________ Version of failing applications ___________________________ ___________________________ ___________________________ Server _______________ NLM/VAP loaded _______________ LAN drivers _______________ Disk drivers _______________ NAME SPACE loaded 110 Personal Systems Software Products Support Center User's Guide 9.6.2 NETWARE PROBLEM INFORMATION - HARDWARE _______________ Brand of failing machine _______________ Model of failing machine _______________ Speed of failing machine _______________ Type of network (token-ring, Ethernet, etc.) _______________ Brand of LAN adapters involved _______________ Model of LAN adapters involved Printer information (if applicable) ________________ Brand of printer ________________ Model of printer ________________ Printer driver name ________________ Printer version ________________ Printer setup/configuration information ___________________________________________________________ ___________________________________________________________ 9.6.3 GENERAL NETWORK PROBLEM INFORMATION NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 111 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 ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ 112 Personal Systems Software Products Support Center User's Guide 9.6.4 NETWARE PROBLEM DESCRIPTION Description of problem ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ Steps to re-create problem ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ History of recent hardware/software changes on workstations ___________________________________________________________ ___________________________________________________________ History of recent hardware/software changes on servers ___________________________________________________________ ___________________________________________________________ Network load at time of failure ___________________________________________________________ ___________________________________________________________ Does application fail if run only from workstation? Y N Has "it" ever worked? Y N Is this a new installation? Y N NETWARE TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION 113 114 Personal Systems Software Products Support Center User's Guide 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 Systems Software Product that causes it to not conform to its Program Specifica- tions (when properly used on a machine for which the program was designed) consistent with each Product's license agreement. ENTITLED SERVICE Entitled refers to the level of service or support that is designated by IBM or the Product vendor to be included in the price of the Product. The cus- tomer receives this service or support at no addi- tional charge. An example of entitled service is the service or support specified in the Statement of Service contained in the License Information docu- ment for OS/2. INCIDENT (PROBLEM) An Incident is defined as a singular request for assistance with a specific Personal Systems Software Product. Requests for assistance with multiple Pro- ducts, or different problems with the same Product, will be considered to be separate Incidents and recorded as such in the IBM problem management system. Appendix A. DEFINITION OF TERMS 115 Closure of an Incident occurs when an answer is pro- vided to the initial request. Closure may also include referring the customer to the appropriate source for resolution. INCIDENT OWNERSHIP The Incident owner may be an individual or a team. Transfer of Incident ownership is only done when the new owner has agreed to accept ownership. If required, customers may participate in the technical transfer of ownership. Ownership of an Incident remains within IBM until Incident resolution unless ownership has been trans- ferred to a vendor or business partner's service organization. IRQ Interrupt ReQuest lines TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM The monthly Technical Connection CD-ROM contains tips and techniques regarding installation, opera- tion, performance tuning, and answers to commonly asked questions pertaining to the Personal Systems Software Products. The Technical Connection CD-ROM can be purchased singly, quarterly, or via an annual subscription. PRODUCT EXPERT A Product Expert is an IBM service representative with an in-depth knowledge in specific areas of a Product. This representative can provide answers and solutions to technically detailed or complicated questions and problems. This representative will have access to resources needed to make a determi- nation as to whether a previously unknown defect exists in the Product. PRODUCT SPECIALIST A Product Specialist is an IBM service represen- tative, with knowledge of a specific Product. This representative can provide answers to general usa- bility 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. 116 Personal Systems Software Products Support Center User's Guide SERVICEPAK ServicePak refers to a collection of many fixes dis- tributed 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 ser- vices marketed by IBM or a related business affil- iate. (Refer to the IBM TalkLink contract for TalkLink terms and conditions.) TalkLink provides customers the ability to review information electronically, submit questions or requests and receive answers or information. TECHNICAL SPECIALIST A Technical Specialist is an IBM technical represen- tative, 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 identifica- tion, and some application development. TIME ZONES Service availability that is limited to 8AM to 5PM local customer time is during those hours within the following time zones; Eastern, Central, Mountain, and Pacific. Customers outside those time zones are covered during those hours in the time zone nearest them. U.S. NATIONAL HOLIDAYS The following are the national holidays in the U.S. that affect the Support Center: o January 1 - New Year's Day o Last Monday in May - Memorial Day o July 4 - Independence Day o First Monday in September - Labor Day Appendix A. DEFINITION OF TERMS 117 o Fourth Thursday in November - Thanksgiving Day o December 25 - Christmas Day If any of the above days falls on a weekend, the adjacent weekday becomes the holiday. VDM Virtual DOS Machine VMB Virtual Machine Boot 118 Personal Systems Software Products Support Center User's Guide APPENDIX B. PERSONAL SYSTEMS SOFTWARE PRODUCTS _______________________________________________ The following is a list of the products supported by Software Solution Ser- vices, and which adhere to the guidelines set forth in this document. OS/2 PRODUCTS NAME VERSION COMPONENT ID OS/2 16/32 BIT OPERATING SYSTEM 2.0, 2.1 562107701 OS/2 FOR WINDOWS 2.1 562230600 PRESENTATION MANAGER 2.0 562107901 MMPM/2 1.0, 1.1 562137400 IMG ADAPTER/A DEVICE DRIVER 1.02 562141900 MMPM/2 TOOLKIT 1.0, 1.1 562142800 MVGA/MUL XGA DEVICE DRIVER 1.0 562142000 OASAS I DISK ARRAY MANAGEMENT 1.0, 2.0 569620000 PEN FOR OS/2 1.0 562215100 PENDOS 2.2 569656000 PRESENTATION MANAGER TOOLKIT 2.0 562108001 REXX 2.0 562129300 SECURED DOS - DES 1.0 562129200 TOOLKIT 2.0, 2.1 562107801 Appendix B. PERSONAL SYSTEMS SOFTWARE PRODUCTS 119 LAN SYSTEMS PRODUCTS Note: The entitled services for the Novell products are not provided by IBM. NAME VERSION COMPONENT ID DCE CELL DIRECTORY SERVER 1.00 569665704 DCE CLIENT 1.00 569669200 DCE CLIENT-ENCRYPTED 1.00 569669100 DCE SDK-ENCRYPTED 1.00 569669300 DCE SECURITY SERVER 1.00 569665702 DCE WINDOWS CLIENT 1.00 569669000 DCE WINDOWS CLIENT-ENCRYPTED 1.00 569668900 DOS LAN REQUESTER 2.0 2.00 562125304 DOS LAN REQUESTER 3.0 3.00 562125304 LAN REQUESTER 2.0 2.00 562125301 LAN REQUESTER 3.0 3.00 562125301 LAN SERVER 2.0 2.00 562125305 LAN SERVER 3.0 3.00 562125305 LAN SERVICES 1.3 - REQUESTER 1.30 560116401 LAN SERVICES 1.3 - SERVER 1.30 560116201 NetWare Client Kit for DOS/Windows 562236100 v1.01 NetWare Client Kit for DOS/Windows 569638700 from IBM v1.01 NetWare Client Kit for OS/2 from IBM 562135800 v2.01 NetWare Client Kit for OS/2 v2.01 562235900 NetWare for Macintosh Client from IBM 562226200 v1.0 NetWare for Macintosh Client v1.0 562229100 NetWare for Macintosh from IBM 3.12 562122200 NetWare for Macintosh from IBM 4.0 562122200 120 Personal Systems Software Products Support Center User's Guide NAME VERSION COMPONENT ID NetWare for Macintosh 3.12 562228100 NetWare for Macintosh 4.0 562229000 NetWare for SAA 1.3 562228300 NetWare for SAA 1.3 from IBM 562122500 NetWare for SAA 1.3B 562228300 NetWare for SAA 1.3B from IBM 562122500 NetWare from IBM 2.2 562121200 NetWare from IBM 3.11 562120300 NetWare Services Manager for LAN 562229400 NetView v1.5 NetWare Services Manager for LAN 569635600 NetView from IBM v1.5 NetWare Workstation Kit DOS/Windows 562236100 v1.0 NetWare Workstation Kit DOS/Windows 569638700 from IBM v1.0 NetWare Workstation Kit for OS/2 from 562135800 IBM v1.3 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 Appendix B. PERSONAL SYSTEMS SOFTWARE PRODUCTS 121 LAN SYSTEMS PRODUCTS Products with "Limited Support" _______________________________ NAME VERSION COMPONENT ID LAN DISTANCE CONNECTION SERVER - ADV 1.00 562207400 LAN DISTANCE CONNECTION SERVER - 1.00 562215500 ENTRY LAN DISTANCE REMOTE 1.00 562207500 LAN NETVIEW AGENTS EXTENDED 1.00 569640400 LAN NETVIEW AGENTS FOR DOS 1.00 569640300 LAN NETVIEW ENABLER 1.00 569640200 LAN NETVIEW FIX 1.00 562202000 LAN NETVIEW MANAGE 1.00 569640100 LAN NETVIEW MONITOR 1.00 562202200 LAN NETVIEW SCAN 1.00 562218100 LAN NETVIEW START 1.10 562200100 LAN NETVIEW TIE 1.00 562201900 LAN SERVER FOR MACINTOSH 1.00 569640600 LAN SERVER ULTIMEDIA 1.00 562218500 LANalyzer for Windows from IBM 2.0 569652100 LANalyzer for Windows 2.0 562229900 LANALYZER FOR WINDOWS 2.00 569652100 NetWare Access Services from IBM v1.3 569636100 NetWare Access Services v1.3 562229600 NetWare Asynchronous Communication 569635900 Services from IBM v3.0 NetWare Asynchronous Communication 562229500 Services v3.0 NetWare Communication Services 562122600 Manager from IBM v1.0 NetWare Communication Services 562122600 Manager from IBM v1.1 122 Personal Systems Software Products Support Center User's Guide NAME VERSION COMPONENT ID NetWare Communication Services 562228400 Manager v1.0 NetWare Communication Services 562228400 Manager v1.1 NetWare Flex/IP from IBM v1.2 569636000 NetWare Flex/IP v1.2 562235700 NetWare for SAA Services Manager from 562122500 IBM v2.0 NetWare for SAA Services Manager v 562229200 2.0 NetWare FTAM from IBM v1.2 562122400 NetWare FTAM v1.2 562235800 NetWare HostPrint from IBM v1.0 569652200 NetWare HostPrint v1.0 562230000 NetWare Lite from IBM 1.1 562128100 NetWare Lite 1.1 562228600 NetWare Management Agent from IBM 569635800 v1.0 NetWare Management Agent from IBM 569635800 v1.5 NetWare Management Agent v 1.0 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 569650400 v1.2B NetWare NFS Starter Kit v 1.2B 562229700 NetWare NFS v1.2 562228200 NetWare NFS v1.2B 562228200 Appendix B. PERSONAL SYSTEMS SOFTWARE PRODUCTS 123 NAME VERSION COMPONENT ID NetWare Services Manager for OS/2 562229400 v1.0 NetWare Services Manager for Windows 562235600 1.1 NetWare Services Manager for OS/2 569635600 from IBM v1.0 NetWare Services Manager for Windows 569635700 from IBM 1.1 NetWare SFT III from IBM 3.11 562206200 NetWare SFT III 3.11 562228900 NetWare SNA Links from IBM v1.0 569653400 NetWare SNA Links v1.0 562230100 NetWare 3270 LAN Workstation DOS from 562128200 IBM v2.0 NetWare 3270 LAN Workstation DOS from 562128200 IBM v3.0 NetWare 3270 LAN Workstation 562128300 Macintosh from IBM v1.0 NetWare 3270 LAN Workstation DOS v2.0 562228700 NetWare 3270 LAN Workstation DOS v3.0 562228700 NetWare 3270 LAN Workstation 562228800 Macintosh v1.0 NetWare 3270 LAN Workstation Windows 562229300 v1.1 NetWare 3270 LAN Workstation Windows 569633600 from IBM v1.1 NetWare 3270 Vector Graphics Option 562229800 v3.0 NetWare 3270 Vector Graphics Option 569652000 from IBM v3.0 NETWORK SIGNON COORDINATOR/2 1.10 564804900 PC LAN PROGRAM 1.34 560120701 SYS PERFORMANCE MONITOR/2 V1.0 1.00 562120600 SYS PERFORMANCE MONITOR/2 V2.0 2.00 562201000 USER PROFILE MGMT FOR EXTENDED 3.0 2.00 562125306 USER PROFILE MGMT FOR EXTENDED 3.0 3.00 562125306 USER PROFILE MGMT FOR LAN SERVER 3.0 3.00 562125302 3270 LAN WORKSTATION WINDOWS V1.0 1.00 569633600 124 Personal Systems Software Products Support Center User's Guide NAME VERSION COMPONENT ID 3270 LAN WORKSTATION WINDOWS V1.2 1.20 569633600 Appendix B. PERSONAL SYSTEMS SOFTWARE PRODUCTS 125 DATABASE MANAGER PRODUCTS NAME VERSION COMPONENT ID DATABASE TOOLS 1.00 562121305 DB2/2 1.0 1.00 562204401 DDCS/2 1.0 MULTI USER GATEWAY 1.00 562126602 DDCS/2 1.0 SINGLE USER 1.00 562126601 DDCS/2 2.0 2.00 562205700 DOS DATABASE CLIENT 1.00 562121306 DOS WINDOWS CLIENT 1.00 562121304 EXTENDED SERVICES 1.0 - DB 1.00 562121302 EXTENDED SERVICES 1.0 - QM 1.00 562121307 NETWORKING SYSTEMS PRODUCTS 126 Personal Systems Software Products Support Center User's Guide NAME VERSION COMPONENT ID CICS OS/2 1.2 568810101 CICS OS/2 SINGLE-USER 2.0 564803600 CICS OS/2 MULTI-USER 2.0 564803603 COMMUNICATIONS MANAGER ES 1.0 562121301 COMMUNICATIONS MANAGER/2 1.0 562125400 IBM NETVIEW FILE TRANSFER PROGRAM 1.0 CLIENT/2 562217200 1.0 SERVER/2 562217300 NDM/2 1.1 562116700 NDM/2 2.0 562143900 TCPIP - 2.1 DOS 562121900 TCPIP - 2.0 OS/2 562208600 Products with "Limited Support" _______________________________ NAME VERSION COMPONENT ID DCAF 1.0 562103101 OS/2 OSI/CS 1.0 560112401 OSIFS/2 1.0 560121101 SWITCHSERVER/2 ROLM 9751 1.0 562115900 Feature 5825 SWITCHSERVER/2 NTI SL-1 1.0 562115900 Feature 5815 SWITCHSERVER/2 AT&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 B. PERSONAL SYSTEMS SOFTWARE PRODUCTS 127 * "LIMITED SUPPORT" means these Products will be supported Monday through Friday from 9AM to 6PM eastern time (excluding U.S. national holidays). Cus- tomers will receive a callback within 4 business hours. 128 Personal Systems Software Products Support Center User's Guide APPENDIX C. TECHNICAL EDUCATION ________________________________ There are technical classes available for customers who want in-depth know- ledge about Personal Systems Software Products. These classes provide detailed technical information on the Products or in-depth problem determi- nation (such as analyzing traces and dumps, or using the OS/2 kernel debugger). The charge for each class will be defined on an individual basis, as determined by the duration of the class, travel expenses to the customer location, and reasonable and actual living expenses for the instructors. Alternatively, customer personnel can travel to the support location for the education. This travel may be necessary for any classes requiring special- ized hardware for use in the class. Customers requiring education in the operation or configuration of these Pro- ducts should attend one of the classes offered by IBM Skill Dynamics. For the latest information on courses and costs, call IBM Skill Dynamics at 1-800-IBM-TEACh (U.S.) or 1-800-465-1234 (Canada). In addition to the classes offered by Skill Dynamics, the following technical classes are available from the Products' support locations. C.1 OS/2 OPERATING SYSTEM __________________________ The following class is available for the OS/2 operating system: TITLE: OS/2 Hang and Trap Analysis Workshop FORMAT: Workshop at IBM Boca Raton SPONSOR: OS/2 System Technical Support OBJECTIVE: To transfer to the student all of the following: o The ability to diagnose the CAUSE of a trap occurring on OS/2. o A familiarity with both of the major OS/2 debugging tools. o Experience with an effective problem-determination technique. CONTENT: This is the same training provided for the IBM OS/2 support personnel who belong to the Hang/Trap analysis team. The workshop is an intense class for those seri- ously interested in learning to diagnose the cause of problems in an OS/2 system. All instructors work in OS/2 System Technical Support. Students successfully com- Appendix C. TECHNICAL EDUCATION 129 pleting this workshop should be able to find the full pathname of the application programs involved with fail- ures. If given the appropriate link map and compiler output files, students should be able to find the failing line, the name, the parameters, and variables for the failing application function, as well as the same data about the caller of the failing function, and so on, back to the main program entry. If the failure is within OS/2, students should be able to pinpoint the failing API, together with the parameters that caused the failure, in addition to the above data for the applica- tion functions. DURATION: 4.5 Days CONTACT: Customers who are interested in the above education should contact the Solution Management Center at 1-800-992-4777. 130 Personal Systems Software Products Support Center User's Guide C.2 CICS OS/2 ______________ The following two classes are available for CICS OS/2: TITLE: CICS OS/2 Installation and Configuration Assistance FORMAT: At customer account SPONSOR: CICS OS/2 Level 2 OBJECTIVE: After completion of visit, the customer should have: o A fully operational CICS OS/2 environment. o Systems personnel able to maintain the system and debug system problems. CONTENT: On-site support from the CICS OS/2 Support Center to assist in the installation and configuration of CICS OS/2. Includes Host Links and Peer-to-Peer communi- cations via both Netbios and LU6.2. DURATION: 2 Days CONTACT: Customers who are interested in the above education should contact the Solution Management Center at 1-800-992-4777. TITLE: CICS OS/2 Problem-Determination Education FORMAT: At customer account SPONSOR: CICS OS/2 Level 2 OBJECTIVE: After completion of the class, the student should be able to: o Determine if a problem is caused by an application or a system failure. o Use debug aids. CONTENT: CICS application debugging on the OS/2 Platform. Course includes use of CICS OS/2 trace, COBOL Animator and Xilerator, and SPM/2. DURATION: 3 to 5 Days Appendix C. TECHNICAL EDUCATION 131 CONTACT: Customers who are interested in the above education should contact the Solution Management Center at 1-800-992-4777. 132 Personal Systems Software Products Support Center User's Guide C.3 OS/2 DATABASE MANAGER __________________________ The following class is available for OS/2 Database Manager: TITLE: Database Manager for OS/2 Problem-Determination Edu- cation FORMAT: At customer account, or at Toronto Lab SPONSOR: Level 2 OS/2 Database Manager Service OBJECTIVES: During the class, the instructors will: o Familiarize customers with the various Database Manager debugging tools available. o Provide customer with hands-on experience with these tools. o Give customer enough knowledge to use these PD/PSI tools and techniques back in their envi- ronment, to assist them with determining the source of problems. CONTENT: o SQLTRC, TRACE and SQLJTRC o .INX, .DAT and .LF file analysis o .TARRR/DART o Locking and process analysis o Client/Server Communication problem determination/problem-source identification o LABs will be included to provide hands-on expe- rience OPTIONS: This course can be taught in the EE 1.3 DBM, ES 1.0 DBM or DB2/2 1.0 environments. If the customer is using a DRDA environment with DDCS/2 1.0 or DDCS/2 2.0, an additional section on these PD/PSI tech- niques can be added to the course. DURATION: 2 Days CONTACT: Customers who are interested in the above education should contact the Solution Management Center at 1-800-992-4777 at least one month prior to the desired date. Date and price for customer sit e education can be negotiated. Appendix C. TECHNICAL EDUCATION 133 134 Personal Systems Software Products Support Center User's Guide APPENDIX D. TRADEMARKS AND REGISTERED TRADEMARKS _________________________________________________ Audio Visual Connection, BookManager, Communications Manager/2, C Set/2, DB2, DisplayWrite, HelpCenter, HelpWare, IBM, ImagePlus, LAN NetView, LAN NetView Fix, LAN NetView Manage, LAN NetView Monitor, LAN NetView Scan, LAN NetView Monitor, LAN Server, Micro Channel, NetView, Operating System/2, OS/2, Pen for OS/2, Personal System/2, Presentation Manager, PS/1, PS/2, Systems Appli- cation Architecture, TALKLink, ThinkPad, Ultimedia, and XGA are registered trademarks of International Business Machines Corp. APPN, CICS, CICS/ESA, CICS OS/2, Common User Access, C Set ++, CUA, Current, DATABASE 2, DataHub, DB2, DB2/2, DDCS/2, The Developer Connection for OS/2, DISTRIBUTED DATABASE CONNECTION SERVICES/2, DRDA, Extended Services for OS/2, IBMLink, IMS Client Server/2, Information Warehouse, LANStreamer, Library Reader, LinkWay, Matinee, Midware, Multimedia Presentation Manager/2, Natural Computing, NAVIGATOR, PCjr, PenAssist, PowerPC, PowerOpen, SAA, Skill Dynamics, Skill Dynamics Canada, SOMobjects, SQL/DS, Storyboard, Ultimotion, VSE/ESA, WIN-OS/2, Workplace Shell, and XT are trademarks of International Business Machines Corp. The following are trademarks of other companies: TRADEMARK OWNER Adaptec Adaptec, Inc. AMI American Megatrends, Inc. ATI ATI Technologies, Inc. ProAudio Spectrum Media Vision, Inc. CodeView Microsoft Corporation CompuServe CompuServe, Inc. Corel Corel Systems Corp. Diamond Stealth Diamond Computer Systems Ethernet Xerox Corp. Future Domain Future Domain Corporation Fujitsu Fujitsu Limited Headland Headland Technology, Inc. *Hercules Hercules Computer Technology Hewlett-Packard Hewlett-Packard Company Hitachi Hitachi Ltd. HP, LaserJet, DeskJet, OpenView, and Hewlett-Packard Co. PaintJet IEEE The Institute of Electrical and Elec- tronics Engineers Intel and Indeo Intel Corp. Internet Internet, Inc. IOMEGA IOMEGA, Inc. Appendix D. TRADEMARKS AND REGISTERED TRADEMARKS 135 TRADEMARK OWNER ISO International Organization for Stand- ardization. LAN Workplace Novell Inc. LaserJet Hewlett-Packard Company Lotus, Lotus Notes, and 1-2-3 Lotus Development Corp. Macintosh Apple Computer Corp. Micronics Micronics Electronics, Inc. Micropolis Micropolis Corporation Microsoft and Microsoft C Microsoft Corp. NEC NEC Corp. NetWare, NetWare Server, and Novell Novell, Inc. Orchid Orchid Technology, Inc. PCMCIA Personal Computer Memory Card Inter- national Association PenDOS Communication Intelligence Corp. Pentium Intel Corp. Phoenix Phoenix Technologies, Ltd. PostScript and Adobe Type Manager Adobe Systems, Inc. ProComm Datastorm Technologies, Inc. Prodigy Prodigy Services Co. Quantum Quantum Corporation QVision Compaq Computer Corp. Seagate Seagate Technology, Inc. Sony Sony Corp. SoundBlaster Creative Labs, Inc. Stacker Stac Electronics STB STB Systems, Inc. Superstor AddStor, Inc. Toshiba Toshiba Corporation Trident Trident Miscrosystems, Inc. Western Digital Western Digital Corporation Windows, Win32, and Windows NT Microsoft Corp. 136 Personal Systems Software Products Support Center User's Guide