











                                             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: ____________


     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:  __



         OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION  41









          (Reference 6.16, "Industry Standard (AT BUS) 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:  ____________________________________

           __________________________________________________________


         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:  ____________________________________

           __________________________________________________________



         OS/2 AND PC DOS TEAM DESCRIPTIONS AND REQUIRED PROBLEM INFORMATION  57









           __________________________________________________________























































  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

