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0.9b (c) 1995 Peter Childs 0.9b (c) 1995 Peter Childs
How do I report an OS/2 problem to IBM?
If you would like to send an OS/2 bug report to IBM, you may phone IBM at 800-992-4777 (in the U.S.) or you may fill in the OS/2 Problem Report Form and mail it to IBM via CompuServe or the Internet.
The Problem Report Form helps IBM solve your problem more quickly, especially if you include all the relevant details. IBM then has to ask fewer questions in order to determine the problem.
To use the Problem Report Form, follow these steps:
1. If you are reading the INF version of this List, press CTRL-F. This
panel will then be saved to a file named TEXT.TMP.
2. Using a text editor (like the OS/2 System Editor), open either
TEXT.TMP or the plain text version of this List.
3. Delete all the extra lines in the file so that only the OS/2 Problem
Report Form remains.
4. Fill in all the requested information using your text editor.
5. Save the Form to disk (as file name OS2PROB.TXT for example).
6. Upload the file to CompuServe Mail or the Internet, and send the Form
to IBM. (The exact procedure will depend on the service and the
software you use.)
You may use the Problem Report Form as many times as you need to, but please include only one problem per copy. If you wish, you can use the Defect Report Form found on Page 493 of the OS/2 2.1 Using the Operating System manual instead of this form.
------ Submit an OS/2 Problem Report ------
<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
<< THIS SUPPORT IS ELIGIBLE FOR U.S. CUSTOMERS ONLY >>
<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Customers should use this form to report a suspected OS/2 DEFECT to
IBM support.
IBM employees should refer to the OS2DFECT FORUM in IBMPC for instructions on
how to report an OS/2 defect.
If you have How-to or other questions about OS/2, please refer to these
sources:
- The OS/2 on-line help and README.
- If you have a CompuServe ID, you may submit an item to the
appropriate section within the forums under IBMOS2 (GO IBMOS2).
- Many bulletin board systems contain 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.
CONTACT PERSON: __________________________________
PHONE NUMBER: (___) ___-____ x____ Phone number where you can be
FAX NUMBER: (___) ___-____ x____ contacted between 8-5, M-F.
Electronic Mail: _________________________________
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 _
ONE LINE DESCRIPTION OF THE OS/2 PROBLEM:
___________________________________________________________________
DETAILED PROBLEM DESCRIPTION - If possible, provide step-by-step recreation
scenario. Also, please include any fixes or workarounds you may have already
tried.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Enter any error messages that occur: ________________________________
Select the appropriate answers by placing an "X" in the space indicated.
Can you recreate the problem? Y _ N _
Has the problem occurred on more than one system? Y _ N _ Unknown _
OS/2 OPERATING SYSTEM SOFTWARE CONFIGURATION:
OS/2 for Windows .........: _ CSD Level: _______
OS/2 Version 2.1x ........: _ CSD Level: _______
OS/2 Version 2.0 .........: _ CSD Level: _______
OS/2 1.3 Standard Edition : _ CSD Level: _______
OS/2 1.3 Extended Edition : _ CSD Level: _______
NOTE - CSD = Corrective Service Diskette.
Use the SYSLEVEL command to determine, if unknown.
HARDWARE CONFIGURATION (provide as much as possible):
Brand and model of PC: ____________________________________
Microprocessor: Intel _ Other (specify) _______________
Type: 286 _ 386SX _ 386 _ 486SX _ 486 _ Pentium _
Speed: __ MHz
Total RAM ....: __ MB
Disk drive ...: ____ MB
File System: FAT _ HPFS _
Manufacturer: ___________________ Model # _______
Type: IDE _ SCSI _ MFM _ RLL _ ESDI _ Unknown _
Manufacturer and model # of disk controller: ______________________
Manufacturer, revision #, and date of System BIOS: __________________
Manufacturer and model # of video adapter: __________________________
Manufacturer and model # of display: ________________________________
Memory installed on video adapter: _____ EGA _ VGA _ SVGA _ 8514 _ XGA _
Diskette Drive A: 3 1/2" _ 5 1/4" _
Diskette Drive B: 3 1/2" _ 5 1/4" _
List other adapters installed: _____________________
_____________________
_____________________
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 _.___, __/__/__
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:
Communications Manager/2 ...Version: ___ CSD Level: _______
OS/2 Extended Services 1.0.........: _ 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 3.0x Entry ..: _ CSD Level: ________
OS/2 LAN Server 3.0x Advanced: _ CSD Level: ________
LAN REQUESTER:
LAN Server 3.0x Requester...: _ CSD Level: ________
LAN Server 2.0 Requester....: _ CSD Level: ________
OS/2 EE 1.3 Requester.......: _ CSD Level: ________
DOS LAN REQUESTER:
LS 3.0x Requester ..........: _ CSD Level: ________
LS 2.0 Requester ...........: _ CSD Level: ________
OS/2 EE 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 or DB2/2 - If this is an OS/2 DATABASE MANAGER or DB2/2 problem,
please enter information about the DataBase Manager problem below.
DB2/2 .... Version: ______ CSD Level: __________
Extended Services 1.0 ...... CSD Level: __________
OS/2 Extended Edition 1.3 .. CSD Level: __________
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 OS/2 problems - Base Support, 76711,610
All Other problems - Product Support, 76711,611
(To send from the Internet use address 76711.610@compuserve.com
or 76711.611@compuserve.com, as appropriate.)
Related information:
(4.5) Technical Support (4.7) Online Services
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