---------- OS/2 Problem Report Form ---------- <<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>> << THIS SUPPORT IS AVAILABLE FOR U.S. CUSTOMERS ONLY >> <<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>> CONTACT PERSON: __________________________________ REGISTRATION NUMBER: ______________________ PHONE NUMBER: (___) ___-____ x____ Phone number where you can be FAX NUMBER: (___) ___-____ x____ contacted between 8-5, M-F. Note: Support will normally be handled electronically through CompuServe mail. IBM may contact you via telephone if it appears it will expedite resolution to the problem. Would you rather be contacted by phone? Y _ N _ Customers should use this form to report a suspected OS/2 DEFECT to IBM support on Compuserve. If you have How-to or other questions about OS/2, please refer to these sources: - The OS/2 on-line help and README. - If you have a CompuServe id, you may submit an item to the appropriate section within the forums under IBMOS2 (GO IBMOS2). - Many bulletin board systems contain user forums where OS/2 users share information and ideas on OS/2. Please provide as much information as possible on your problem. Feel free to add additional space, or remove sections of the form that are not relevant to your problem. ************************************************************ ************************************************************ ONE LINE DESCRIPTION OF THE OS/2 PROBLEM: ______________________________________________________________________ DETAILED PROBLEM DESCRIPTION - If possible, provide a step-by-step recreation scenario. Also, please include any fixes or work arounds you may have already tried: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Enter any error messages that occur: _________________________________ ______________________________________________________________________ Select the appropriate answers by placing an "X" in the space indicated. Can you recreate the problem? Y _ N _ Has the problem occurred on more than one system? Y _ N _ OS/2 OPERATING SYSTEM SOFTWARE CONFIGURATION: OS/2 Version........: _______ CSD Level...........: _______ Revision Level......: _______ NOTE - Use the SYSLEVEL command from the OS/2 window to determine CSD level. Use the VER /REV command from the DOS window to determine revision level. HARDWARE CONFIGURATION (provide as much as possible): Brand / model of PC.: _______________________________________________ Microprocessor brand.............: Intel _ Other (specify) ______________________ type..............: 286 _ 386sx _ 386dx _ 486sx _ 486dx _ speed.............: __ MHz Total RAM ..........: __ MB OS/2 is setup as....: Boot Manager _ Dual Boot _ Stand-Alone _ Disk drive (repeat this section for every physical disk drive) brand.............: ________________________ model #...........: _____________ type (interface)..: IDE _ ESDI _ SCSI _ MFM _ RLL _ Unknown _ total size........: _____________ partitions........: _______________________________________________ _______________________________________________ (please include drive letter, size, and format) Manufacturer and model # of Disk controller...: ______________________ System BIOS.......: ______________________ Video adapter.....: ______________________ Display...........: ______________________ Video Ram...........: _____Kb Video Type..........: EGA _ VGA _ SVGA _ XGA _ 8514 _ Drive A: media size.: 3 1/2" _ 5 1/4" _ Drive B: media size.: 3 1/2" _ 5 1/4" _ Other adapters......: ________________________________________________ ________________________________________________ Is your PC connected to a network? Y _ N _ If yes, please fill out the relevant network software questions listed below the trap information, even if you feel that your network is not at fault. TRAP INFORMATION - If a TRAP occurs and results in the 16 bit trap display similar to the following, enter any of the register values that you recorded: SESSION TITLE: ________________________________ TRAP ____ AX= ____ BX= ____ CX= ____ DX= ____ BP= ____ SI= ____ DI= ____ DS= ____ ES= ____ FLG= ____ CS= ____ IP= ____ SS= ____ SP= ____ MSW= ____ CSLIM= ____ SSLIM= ____ DSLIM= ____ ESLIM= ____ CSACC= __ SSACC= __ DSACC= __ ESACC= __ ERRCD= ____ ERLIM= ____ ERACC= __ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ If a TRAP occurs and results in the 32 bit trap display similar to the following, enter any of the register values that you recorded: TRAP ____ ERRCD= ____ ERACC= ____ ERLIM= ________ EAX= ________ EBX= ________ ECX= ________ EDX= ________ ESI= ________ EDI= ________ EBP= ________ FLG= ________ CS:EIP= ____ : ________ CSACC= ____ CSLIM= ________ SS:ESP= ____ : ________ SSACC= ____ SSLIM= ________ DS= ____ DSACC= ____ DSLIM= ________ CR0= ________ ES= ____ ESACC= ____ ESLIM= ________ CR2= ________ FS= ____ FSACC= ____ FSLIM= ________ GS= ____ GSACC= ____ GSLIM= ________ THE SYSTEM DETECTED AN INTERNAL PROCESSING ERROR AT LOCATION ## ____ : ________ - ____ : ________ _____ , ____ ________ INTERNAL REVISION _ . ___ DATE: __/__/__ PRINTER - If this is a printer problem, please provide the following: Printer Vendor: __________________ Model ....: ________________ Driver Name ..: __________________ Port Used : ________________ Printer is attached to: Local _ LAN Server _ Host _ COMMUNICATIONS MANAGER - If this is a problem with Communications Manager, please provide answers in this section: OS/2 Extended Services ............: _ CSD Level: _______ OS/2 EE Communications Manager 1.3 : _ CSD Level: _______ Describe your Communications Manager configuration (DFT, T-R, etc): ________________________________________________________ ________ ________________________________________________________ ________ LOCAL AREA NETWORK - If this is a local area network problem, please enter information about the LAN involved. LAN SERVER: OS/2 LAN Server Version 1.3 : _ CSD Level: ________ OS/2 LAN Server 2.0 Entry ..: _ CSD Level: ________ OS/2 LAN Server 2.0 Advanced: _ CSD Level: ________ OS/2 LAN Server 3.0 Entry ..: _ CSD Level: ________ OS/2 LAN Server 3.0 Advanced: _ CSD Level: ________ LAN REQUESTER: LAN Server 3.0 Requester....: _ CSD Level: ________ LAN Server 2.0 Requester....: _ CSD Level: ________ OS/2 1.3 Requester..........: _ CSD Level: ________ DOS LAN REQUESTER LS 3.0 Requester ...........: _ CSD Level: ________ LS 2.0 Requester ...........: _ CSD Level: ________ OS/2 1.3 Requester .........: _ CSD Level: ________ DOS Version: ____ DOS Vendor: _________________ Is the failing system a Domain Controller? Y _ N _ Is the failing system an additional server? Y _ N _ DATABASE MANAGER - If this is an OS/2 DATABASE MANAGER problem, please enter information about the DataBase Manager problem below. SQL Error Code .......: ________ Secondary Return Code : ________ Error occurs when database is being accessed as: Stand Alone ......: Y _ N _ Requester (Client): Y _ N _ Database Server ..: Y _ N _ Using RDS ........: Y _ N _ Using LAN ........: Y _ N _ If the error is occurring at a requester, can the problem be recreated at the server? .....: Y _ N _ Error occurs in which application? Query Manager.....: _ LI ...............: _ (Command Line Interface) User Application..: _ If a trap has occurred, provide the SQLABEND results: ________________________________________________________ _________ ________________________________________________________ _________ ________________________________________________________ _________ PLEASE REVIEW ALL OF THIS PROBLEM REPORT BEFORE SENDING. When you are ready to send this OS/2 Problem Report, send the form via CISMAIL to --- Base problems - Base Support, 76711,610 ES/LS problems - ES/LS Support, 76711,611 (ES = IBM Extended Services, LS = IBM LAN Server)