
                  IBM (R) Personal Software Products

         DDDD  EEEEE V   V EEEEE L      OOO  PPPP  EEEEE RRRR
         D   D E     V   V E     L     O   O P   P E     R   R
         D   D EEEE  V   V EEEE  L     O   O PPPP  EEEE  RRRR
         D   D E      V V  E     L     O   O P     E     R  R
         DDDD  EEEEE   V   EEEEE LLLLL  OOO  P     EEEEE R   R

 SSSS U   U PPPP  PPPP   OOO  RRRR  TTTTT        N   N EEEEE W   W  SSSS
S     U   U P   P P   P O   O R   R   T          NN  N E     W   W S
 SSS  U   U PPPP  PPPP  O   O RRRR    T          N N N EEEE  W W W  SSS
    S U   U P     P     O   O R  R    T          N  NN E     W W W     S
SSSS   UUU  P     P      OOO  R   R   T          N   N EEEEE WW WW SSSS

========================================================================
1994 Issue 3                                            15 February 1994
========================================================================

                           +----------------+
                           | SPECIAL NOTICE |
                           +----------------+

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

Issue 2 is the regular monthly newsletter.

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

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

                              +----------+
                              | Contents |
                              +----------+

The table of contents contains search codes for going directly to items
that interest you.

                                                            Search Codes
                                                            ------------

o  IBM Personal Software Support Center User Guide              suptguid
     A comprehensive guide for making the best use of the
     IBM Personal Software Support Center.
       NOTE: The entire guide is 4,138 lines long. To help
       you find particular sections, the contents are listed
       below, along with search codes.

   Using the IBM Support Center                                 suptuse
     Before you call support. Placing your call. How support
     handles your call. Defect resolution. Closing a PMR.
     Escalation procedures. IBM Personal Systems HelpCenter.

   TALKLink                                                     supttalk
     Initiating and installing TALKLink. Using TALKLink.
     Solving problems.

   Reporting Problems Via CompuServe or Internet                suptcis
     Accessing the OS/2 CompuServe forums. Reporting a
     suspected code defect.

   Reporting Problems Via PRODIGY                               suptprod
     How to submit problems.

   OS/2 Defect Reporting Form                                   dfctform
     This is the form found on CompuServe and PRODIGY.

   OS/2 and PC DOS Team Descriptions and Required Problem       suptos2
   Information
     List of 15 teams. Basic information to collect.
     Hardware and software configuration information.
       NOTE: For each team, this guide describes its mission,
       the kinds of problems it handles, and the exceptions
       that it does not handle (as well as which team does).
       Also, for each team, this guide provides comprehensive
       lists of information that you should gather prior to
       calling for support.

     Team 1. DISK - Hard-Disk-Related and File-System-Related   suptdisk
                    Problems

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

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

     Team 4. INSTL - Problems Experienced During Installation   suptinst

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

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

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

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

     Team 9. MMVID - Ultimotion Video IN Problems               suptmmv

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

     Team 11. PRINT - Print Output Problems                     suptprnt

     Team 12. VIDEO - Graphical Output Problems                 suptvdo

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

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

     Team 15. PCDOS - PC DOS Problems                           suptpdos

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

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

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

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

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

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

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

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

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

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

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

     Team 2. DBMAPI - APIs and Application Programming Problems suptdbap

     Team 3. DBMRDS - Remote Data Services Problems             suptrds

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

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

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

     Team 1. NW40 - NetWare Version 4                           suptnw40

     Team 2. NCOMM - NetWare Communications                     suptnwcm

     Team 3. NWKSTA - NetWare Requester                         suptnwrq

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

     Team 5. NWSRV - NetWare Server                             suptnwsv

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

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

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

o  Trademarks, Registered Trademarks, Service Marks             tmarks

                            +-------------+
                            | Back Issues |
                            +-------------+

The file names, dates, and number of pages for all issues thus far are
as follows.

1993
Issue  Date       Zipped       ASCII        .INF        .PS        Pages
-----  ----       ------       -----        ----        ---        -----
  1    17 May 93  dsn93a.zip = dsnews.93a                           52
  2    15 Jun     dsn93b.zip = dsnews.93b                           50
  3    15 Jul     dsn93c.zip = dsnews.93c                           62
  4    23 Jul     dsn93d.zip = dsnews.93d                           48
  5    16 Aug     dsn93e.zip = dsnews.93e                           29
  6    15 Sep     dsn93f.zip = dsnews.93f + dsn93f.inf              47
  7    15 Oct     dsn3ga.zip = dsnews.93g                           63
                  dsn3gi.zip =              dsn93g.inf
                  dsn3gp.zip =                          dsn93g.ps
  8    15 Nov     dsn3ha.zip = dsnews.93h                           34
                  dsn3hp.zip =                          dsn93h.ps
  9    15 Dec 93  dsn3ia.zip = dsnews.93i                           46
                  dsn3ii.zip =              dsn93i.inf
                  dsn3ip.zip =                          dsn93i.ps

1994
Issue  Date       Zipped       ASCII        .INF        .PS        Pages
-----  ----       ------       -----        ----        ---        -----
  1    17 Jan 94  dsn4aa.zip = dsn4a.asc                            81
                  dsn4ai.zip =              dsn4a.inf
                  dsn4ap.zip =                          dsn4a.ps
  2    15 Feb     dsn4ba.zip = dsn4b.asc                            71
  3    15 Feb     dsn4ca.zip = dsn4c.asc                            70

Explanation of names of zipped files for 1993 Issue 7 and later:

  DSNymA = Developer Support News 199y issue m ASCII (plain-text)
  DSNymI = Developer Support News 199y issue m .INF  (use OS/2 VIEW)
  DSNymP = Developer Support News 199y issue m .PS   (PostScript)

where y = last digit of year (3, 4, ...)
      m = issue represented as alpha (1=A, ..., 7=G, 8=H, ...)

For example, DSN3GI is 1993 issue 7 (=G), the 15 October issue, in .INF
format (after being unzipped).

                       +----------------------+
                       | Where to Find DSNEWS |
                       +----------------------+

Outside IBM
-----------

DSNEWS zipped files are found on several e-mail and BBS systems:

o America Online, in the OS/2 forum, in the Newsletters library
o CompuServe, in OS2DF2 forum, *DAP library section 14
          and in OS2DF1 forum, OPEN FORUM library section 15
o GEnie, in OS/2 Software Library 16
o Gopher, in index.almaden.ibm.com, OS/2 Information menu; also in
          bobblair.austin.ibm.com
o IBM Canada BBS, in file area 35, OS/2 Programming
o IBM Europe/Middle East/Africa (EMEA) BBS, in file area DOCS.PUBS
o IBM France OS/2 Developer Assistance Program BBS, in area PUBS01
o IBM OS2BBS (TALKLink), in OS/2 Software Library, in Documents and Info
o IBM Personal Computer Company BBS, in file area 11, OS/2 Programming
o Internet, in anonymous FTP server software.watson.ibm.com, in
            directory /pub/os2/info
o PRODIGY, in the OS/2 Club topic's download library under IBM Files

Note: If you cannot find files named dsn... (in lower case), look for
files named DSN... (in upper case).

Within IBM
----------

All 1994 issues, in ASCII and INFBIN formats, are in DSN4 PACKAGE in the
OS2TOOLS tools catalog *only*. To obtain DSN4 PACKAGE, type

   TOOLCAT OS2TOOLS GET DSN4 PACKAGE
or
   TOOLS SENDTO KGNVMCB PCTOOLS OS2TOOLS GET DSN4 PACKAGE

You can also request DSN4 PACKAGE by typing
   REQUEST DSN4 FROM V1ENG AT BCRVM1

To subscribe to DSN4 PACKAGE, type
   TOOLS SENDTO KGNVMCB PCTOOLS OS2TOOLS SUB DSN4 PACKAGE

All 1993 issues, in ASCII and INFBIN formats, are in DSNEWS PACKAGE in
the MKTTOOLS, OS2TOOLS, and PCWIN tools catalogs. To obtain
DSNEWS PACKAGE, type
   TOOLCAT catalogname GET DSNEWS PACKAGE
or
   TOOLS SENDTO catalogdisk GET DSNEWS PACKAGE
where
   catalogname MKTTOOLS is on catalogdisk USDIST MKTTOOLS MKTTOOLS
   catalogname OS2TOOLS is on catalogdisk KGNVMCB PCTOOLS OS2TOOLS
   catalogname PCWIN is on catalogdisk BCRVMMS1 PCWIN PCWIN
Examples: TOOLCAT MKTTOOLS GET DSNEWS PACKAGE
          TOOLS SENDTO USDIST MKTTOOLS MKTTOOLS GET DSNEWS PACKAGE

You can also request DSNEWS PACKAGE by typing
   REQUEST DSNEWS FROM V1ENG AT BCRVM1

DSNEWS PACKAGE is no longer being updated every month. 1994 updates are
made to DSN4 PACKAGE.

Note: Use a monospace font to print the ASCII version.

                 +------------------------------------+
                 | Formats of DSNEWS Other Than ASCII |
                 +------------------------------------+

Outside IBM, .INF and PostScript formats are available for some (not
all) issues of DSNEWS. Consult the back issues chart above for details.

Within IBM, other formats of DSNEWS are available. The DSNEWSB PACKAGE
in the OS2TOOLS catalog contains all issues of DSNEWS in BookMaster,
LIST34820, OS/2 .INF, and PostScript formats.

PSP Developer Support produces only the ASCII version of DSNEWS. Other
formats are produced by IBM volunteers. Consequently, future issues of
DSNEWS will be provided in formats other than ASCII as time permits.

                  +-----------------------------------+
                  | Notice to Readers Outside the USA |
                  +-----------------------------------+

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

                       +------------------------+
                       | Send Us Your Feedback! |
                       +------------------------+

Your comments about this newsletter are important to us. Please send
your feedback to IBM PSP Developer Support News at:

o  CompuServe (R): 74150,44
o  Internet (R): dsnews@vnet.ibm.com
o  IBMMAIL: USIB33NP
o  Fax: 1-407-443-3241
o  Mail: Newsletter, Internal Zip 2230, IBM Corporation,
         1000 N.W. 51st Street, Boca Raton FL 33431, USA

========================================================================

         +-------------------------------------------------+
         | IBM Personal Software Support Center User Guide |    suptguid
         +-------------------------------------------------+

                                               Search code -->   suptuse

Using the IBM Personal Software Support Center
----------------------------------------------

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

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

Before You Call Support
-----------------------

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

o  IBM FAX Information Service

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

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

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

o  Any CD-ROM packages containing technical information

o  Quick-Help System for IBM Software Service and Support

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

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

Placing Your Call
-----------------

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

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

Your PMR will be assigned a severity code, based on the following
definitions:

o  Severity 1 - You are not able to use a program. This is a critical
   condition that requires an immediate solution.

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

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

o  Severity 4 - You have found a way to circumvent the problem.

How Support Handles Your Call
-----------------------------

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

The Product Specialist will assist with incident resolution by:

o  Answering questions pertaining to the use and operation of current
   releases of eligible programs

o  Searching the known-problem database for defect correction
   information, if required

o  Assisting with identification of the source of a problem

Nearly 70 percent of the calls received by the support center are
resolved during the initial call. However, if more extensive analysis is
required to isolate and resolve the problem, the Product Specialist will
forward your problem management record to a Product Expert. The Product
Expert will call you back and will continue with incident resolution by:

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.

Defect Resolution
-----------------

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

Closing a PMR
-------------

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

Escalation Procedures
---------------------

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

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

IBM Personal Systems HelpCenter
-------------------------------

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

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

                                               Search code -->  supttalk

TALKLink
--------

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

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

o  Conferences and forums

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

o  Customer-to-customer messaging

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

o  Software library

   Downloads application programs and uploads contributions.

   News and announcements

   Contains recent information regarding products and services.

   Search Service

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

o  Support

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

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

   Customers can submit a DEFECT report electronically. IBM will
   acknowledge submission of the incident. If it is determined that the
   program contains a defect, and if a fix is made available, it will be
   provided as an interim or pervasive fix or in a future ServicePak.
   Customers should monitor TALKLink to determine availability of the
   fix.

To obtain an information package and registration information for
TALKLink, call 1-800-547-1283.

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

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

                                               Search code -->   suptcis

Reporting Problems Via CompuServe or Internet
---------------------------------------------

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

CompuServe gives its members the ability to:

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

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

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 -- not defect questions
-- 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. Many OS/2 users and IBM employees volunteer their time
   to assist fellow OS/2 users.

If, after having discussed an OS/2 operation or procedure on the forum
and researched it in the manuals, you feel that it is the result of a
defect with one of the IBM OS/2 products listed above, follow this
procedure to use CompuServe to report the suspected defect:

o  Download PROBLM.TXT from the IBM Files Library (Library 17) in the
   OS2SUPPORT forum on CompuServe.
     NOTE: The file PROBLM.TXT is reproduced below, after the section
     about reporting problems via PRODIGY.

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
   corresponding IBM OS/2 defect reporting ID. OS/2 Base Operating
   System defect reports should be mailed to 76711,610. Extended
   Services or LAN Server defect reports should be mailed to 76711,611.

IBM will reply as soon as possible, within 48 hours of the time we
receive your PROBLM.TXT defect report. The 48 hours excludes weekends
and holidays. As an example, if you mail a PROBLM.TXT report on Friday
at 6 PM, we will not receive that report until Monday morning.

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

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

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

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

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

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

                                               Search code -->  suptprod

Reporting Problems Via PRODIGY
------------------------------

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

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

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

========================================================================

                     +-------------------------+
                     | OS/2 Defect Report Form |                dfctform
                     +-------------------------+

(Note: This is the form found in the file PROBLM.TXT on CompuServe and
PRODIGY.)

           THIS SUPPORT IS AVAILABLE FOR U.S. CUSTOMERS ONLY

Contact person: __________________________________

Registration number: ______________________

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

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

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

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

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

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

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

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

************************************************************************

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


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

Enter any error messages that occur: ___________________________________
________________________________________________________________________

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

OS/2 Operating System Software Configuration:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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


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

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

========================================================================

(continuing with the Support Center User Guide)

                                               Search code -->   suptos2

OS/2 and PC DOS Team Descriptions and Required Problem Information
------------------------------------------------------------------

Support for the OS/2 and PC DOS operating systems is divided into 15
teams. They are:

 1. DISK  - Hard-disk-related and file-system-related problems
 2. DOSAP - DOS applications and DOS session problems
 3. HNGTR - Hangs or TRAPs that cause the system to halt or fail
 4. INSTL - Problems experienced during installation
 5. MKBCM - I/O problems, excluding disk, print, and video

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

11. PRINT - Print output
12. VIDEO - Graphical output
13. WINAP - Problems with Windows applications and WIN-OS/2 subsystem
14. WPSHL - PM-related and Workplace Shell (WP)-related problems
15. PCDOS - PC DOS

The Software Solution Services representative will be able to direct
your call more efficiently if you can determine which team would be the
appropriate one to assist with your problem or question. It may not
always be obvious which team should handle an individual request for
assistance. The Software Solution Service representatives will use
their experience to assist customers in routing calls to the correct
team when necessary. The Software Solution Services representative will
be the final arbiter in determining where to route a call.

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

When describing a problem, always include information such as:

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

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


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

                                               Search code -->  suptdisk

Team 1. DISK - Hard-disk-related and file-system-related problems
-----------------------------------------------------------------

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

o  All of the following hardware-related problems:
   -  SCSI, ESDI, MFM, IDE, and RLL controllers and attached devices
   -  CD-ROM, tape, floppy diskette drive and other mass storage devices
        NOTE: CD-ROM, video, or audio-related problems in an OS/2
        multimedia program go to MMPM team 6.

o  All of the following file-system-related issues:
   -  HPFS, FAT
   -  FDISK, FORMAT
   -  Diskcache
   -  CHKDSK and Extended Attributes (EAs)
   -  BACKUP, RESTORE
   -  File system commands XCOPY, COPY, DIR, DEL, UNDELETE, etc.

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

Disk Problem Information
------------------------

Error experienced:

____  System error message:  ___________________________________________
____  Functionality
____  Hang
____  Trap (also fill in the trap information below)
____  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:  __________________________________________________
________________________________________________________________________
________________________________________________________________________

Disk Partition Information
--------------------------

Partition number:

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

Drive letter for partition:

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

Status type:  ____  Bootable     ____  Installable     ____  Startable

Partition type:

____ Logical    ____ Primary     ____ Primary/Logical

File system type:

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

Compression type:

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

Partition size:

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

Partition use:

____ DOS Boot     ____ OS/2 Boot      ____ Data
____ Dual Boot    ____ Unformatted

                                               Search code -->  suptdosc

Team 2. DOSAP - DOS application and DOS session problems
--------------------------------------------------------

The DOSAP team is responsible for DOS session problems:

o  DOS applications ONLY.

o  DOS startup (virtual machine boot - VMB) diskettes, including
   FSACCESS and FSFILTER.

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

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

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. go to MKBCM
      team 5.

   -  DOS fax programs having transmission problems go to MKBCM team 5.

   -  LapLink-type programs experiencing data transfer problems over a
      parallel cable link (via LPTx) should go to PRINT team 11. Data
      transfer problems over a serial cable link or modem (via COMx) go
      to MKBCM team 5.

o  DOS application migration AFTER the migration database has failed to
   locate the DOS application in its database.

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

o  DOS application named pipes (for OS/2 named pipes, see DISK team 1).

   -  INT 21h functions 5F32h through 5F3Ah are supported by (this)
      DOSAP team 2.

   -  INT 21h functions 5F3Bh through 5F53h are supported by the LAN
      Systems support team. See the LAN Systems section below.

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 (this) DOSAP team 2.
   Other DOS_SETTINGs are handled by the teams that support the function
   being performed. For example, DOS_SETTINGs that begin with VIDEO are
   supported by VIDEO team 12. For clarification of which team handles
   the various virtual device drivers and the DOS_SETTINGs and
   WINDOW_SETTINGs, see the table titled "Virtual Device Drivers and
   DOS_SETTINGs/WINDOWS_SETTINGs" later in this article.

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

     ANSI.SYS             FFIX.EXE              SUBST.EXE
     APPEND.EXE           FSACCESS.EXE          VBIOS.SYS
     ASSIGN.COM           FSFILTER.SYS          VCMOS.SYS
     BASIC.COM            HIMEM.SYS             VDMA.SYS
     BASICA.COM           JOIN.EXE              VDPMI.SYS
     COMMAND.COM          MEM.EXE               VDPX.SYS
     DEBUG.EXE            MORTGAGE.BAS          VEMM.SYS
     DOSKEY.COM           MSD.EXE               VMDISK.EXE
     DOSKRNL              QBASIC.EXE            VNPX.SYS
     EDLIN.COM            QBASIC.HLP            VPIC.SYS
     EMM386.SYS           SETCOM40.EXE          VTIMER.SYS
     EXIT_VDM.COM         SQ4FIX.COM            VXMS.SYS

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

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

o  Exceptions:

   -  DOS application printing problems should be routed as follows:
      --  Problems in which the print job is printing through an LPT
          port go to PRINT team 11.
      --  Problems in which the print job is printing through a COM port
          go to MKBCM team 5.

   -  DOS programs requiring the use of a security device such as a
      sentinel or dongle connected to an LPT port, and having problems
      printing or running due to the device not being found, go to
      PRINT team 11.

   -  Application Programming Interface (API) calls starting with the
      letters DOS are not supported by (this) DOSAP team 2. Look to the
      function provided by the API for team ownership. For example:

      --  DosCallNamePipe is a file-system API, owned by DISK team 1.
      --  DOSStartSession is a session-management API, owned by OTHER
          team 10.
      --  DOS window session-specific functions, such as those used to
          change the FONT size, MARK, COPY, etc., go to WPSHL team 14.
          Clipboard pasting problems go to MKBCM team 5.
      --  DOS programs having sound card problems (for example, no sound
          is coming from a game) go to MMDOS team 7. MIDI, scanning, and
          some CD-ROM multimedia problems also go to MMDOS team 7. DOS
          games having problems where multimedia hardware is NOT
          involved (for example, when a sound card, midi synth, scanner,
          etc. is not required to demonstrate the problem) are handled
          by (this) DOSAP team 2.

DOS 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

Problem classification:

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

Application name:  _____________________________________________________

____  Not applicable

Application version:  __________________________________________________

____  Not applicable

Application vendor:  ___________________________________________________

____  Not applicable

Vendor's support phone number:  ________________________________________

____  Not applicable

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

Application originally installed from:

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

Program object created via:

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

Error seen or problem type:

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

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

                                               Search code -->  supthang

Team 3. HNGTR - Hangs or TRAPs that cause the system to halt or fail
--------------------------------------------------------------------

The HNGTR team is responsible for problems that cause the system to halt
or fail. This includes:

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

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

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 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 for the module or file indicated in
      the error should be consulted

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

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

Internal Processing Error Messages Problem Information (16- or 32-Bit)
----------------------------------------------------------------------

If the screen displays INTERNAL PROCESSING ERROR at the top of a
message, complete the following form to record the information EXACTLY
as it is displayed on the screen.

The system detected an internal processing error at location #
____ :  ________ -  ____ :  ________
_____ ,  ____
________

Internal Revision  _ .  ___ Date:  __ /  __ /  __

Hard Error Messages (SYSXXX) Problem Information (32-Bit)
---------------------------------------------------------

If the error message is displayed in a box with text followed by two
choices, use the following to record the information on the screen.

First, use the lines below to record the message text EXACTLY as it is
displayed on the screen.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Then, select DISPLAY REGISTER INFORMATION and use the fields below to
record the information EXACTLY as it is displayed on the screen.

P1=  _______  P2=    _____  P3= ________  P4= ________

EAX= _______  EBX=   _____  ECX= _______  EDX= _______

ESI= _______  EDI=   _____


DS=  _______  DSACC= _____  DSLIM= ______

ES=  _______  ESACC= _____  ESLIM= ______

FS=  _______  FSACC= _____  FSLIM= ______

GS=  _______  GSACC= _____  GSLIM= ______


CS:EIP= ____ : ________  CSACC= ____  CSLIM= ________

SS:EIP= ____ : ________  SSACC= ____  SSLIM= ________

EBP= ________  FLG= ________

Hard Error Messages (SYSXXX) or TRAP Messages (16-Bit)
------------------------------------------------------

First, use the lines below to record the message text exactly as it is
displayed on the screen.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Then, select DISPLAY REGISTER INFORMATION and use the fields below to
record the information EXACTLY as it is displayed on the screen.

AX=  _____  BX=  _____  CX=  _____  DX=  ____  BP=  _____

SI=  _____  DI=  _____  DS=  _____  ES=  ____  FLG= _____

CS=  _____  IP=  _____  SS=  _____  SP=  ____  MSW= _____

CSLIM= ______  SSLIM= ______  DSLIM= ______  ESLIM= ______

CSACC= ______  SSACC= ______  DSACC= ______  ESACC= ______

ERRCD= ______  ERLIM= ______  ERACC= ______

                                               Search code -->  suptinst

Team 4. INSTL - Problems experienced during installation
--------------------------------------------------------

The INSTL team handles problems related to the installation process of
the OS/2 base operating system. Hardware and setup related problems are
handled by the appropriate device driver team, when all relevant drivers
are configured correctly during installation. The INSTL team handles:

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 (until the creation of the
   icon). After the icon is created, responsibility falls to the
   appropriate application.

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 transfer the call to the appropriate team
   to address the problem.

o  Exceptions:

   -  If, during the initial startup, the system makes reference to an
      exception in a particular device, the problem should be handled
      by that device team.

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:

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

Video board manufacturer:  _____________________________________________

Video mode in use:

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

Video board chip set or BIOS:  _________________________________________

CD-ROM manufacturer:  __________________________________________________

Hard-disk manufacturer:  _______________________________________________

Hard-disk controller manufacturer:  ____________________________________

Hard-disk controller type:

____ ESDI    ____  SCSI    ____  IDE    ____ MFM/RLL

File system:

____ FAT             ____  HPFS              ____  Non-formatted

Diskette drive A: size:

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

                                               Search code -->   suptmkc

Team 5. MKBCM - mouse, keyboard, and COM problems, excluding
disk, print, and video
----------------------

The mouse, keyboard, and COM (MKBCM) team is responsible for all
I/O-related problems that do not involve DISK, PRINT, VIDEO or DOSLAN.
This team handles:

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
determining the Input/Output (I/O) addresses in use by the serial
communications adapters that are identified by COMx. This chapter
contains a detailed description of the Industry Standard Architecture
(ISA) for the definition of the ports, and instructions for determining
the I/O addresses in use. Refer to the later section titled "Industry-
Standard Architecture (AT Bus) Overview" for this information.

Keyboard Problem Information
----------------------------

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:  _________________________________________

Mouse and Communications Problem Information - Hardware
-------------------------------------------------------

Error message (if any):

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

Problem is with the:

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

Which I/O port is involved?

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

Where does the error occur?

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

COM1 and COM2 configuration:

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

COM3 and COM4 configuration:

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

IRQ assignments:

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

Are there any IRQ conflicts?

____  Yes:  ____________________________________________________________
____  No
____  Don't know

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

____  0040:0000 - enter data below:

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

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

____  causes a TRAP, hang, or IPE

Internal modem on COM1 or COM2:

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

Modem manufacturer:  ___________________________________________________

Mouse manufacturer:  ___________________________________________________

Type of mouse:

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

LAN/sound/other adapter?

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

Mouse and Communications Problem Information - CONFIG.SYS
---------------------------------------------------------

First mouse statement in CONFIG.SYS:

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

Second mouse statement in CONFIG.SYS:

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

Third mouse statement in CONFIG.SYS:

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

Fourth mouse statement in CONFIG.SYS:

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

Other mouse driver statements:  ________________________________________
________________________________________________________________________

DEVICE=x:\OS2\COM.SYS:

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

The MOUSE.SYS is listed:

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

PROTECTONLY=

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

MAXWAIT=

____  1    ____  2   ____  3   ____  Other: ____________________________

PRIORITY_DISK_IO=?   ____  Y   ____  N

MODE COMx:, BUFFER=

____  ON    ____  OFF    ____  AUTO    ____  Not applicable

Serial printer MODE settings (1):

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

Serial printer MODE settings (2):

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

Mouse and Communications Problem Information - Application Information
----------------------------------------------------------------------

Application name:  _____________________________________________________

Application version:  __________________________________________________

Application vendor:  ___________________________________________________

The application is:

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

The application can be obtained from:

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

The application has:

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

The mouse will:

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

The COM application is:

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

DOS_SETTING - COM SELECT =

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

DOS_SETTINGs (1):

____  MOUSE_EXCLUSIVE_ACCESS=ON
____  MOUSE_EXCLUSIVE_ACCESS=OFF
____  not applicable

DOS_SETTINGs (2):

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

DOS_SETTINGs (3):

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

DOS_SETTINGs (4):

____  IDLE_SENSITIVITY=  ________
____  IDLE_SECONDS=      ________

DOS_SETTINGs (5):

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

                                               Search code -->  suptmmpm

Team 6. MMPM - Multimedia Extensions shipped with OS/2
------------------------------------------------------

The MMPM team is responsible for the multimedia extensions that are
shipped with OS/2. This responsibility includes:

o  Installation of Multimedia Presentation Manager/2 (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
   multimedia extensions

                                               Search code -->   suptmmd

Team 7. MMDOS - DOS multimedia programs running on OS/2
-------------------------------------------------------

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

                                               Search code -->   suptmmw

Team 8: MMWIN - Windows multimedia programs running on OS/2
-----------------------------------------------------------

The MMWIN team is responsible for Windows multimedia programs running on
OS/2.

                                               Search code -->   suptmmv

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

The MMVID team is responsible for problems with Ultimotion Video IN (the
MMPM/2 video record package).

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:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

                                               Search code -->  suptothr

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

The OTHER team is responsible for a collection of support areas:

o  Performance

   -  The entire system must be experiencing a slowdown

   -  Exceptions:

      --  Performance problems related to the mouse or COM port go to
          MKBCM team 5.
      --  DOS application performance problems go to DOSAP team 2.
      --  Windows application performance problems go to WINAP team 13.
      --  Performance problems with OS/2 applications should be referred
          to the product vendor unless such problems are specifically
          related to a subsystem of OS/2. These cases are handled by
          the team responsible for that subsystem.

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 (PMTERM and PMFAX go to MKBCM team 5)

      --  ISV applications (like Lotus 1-2-3 G, Corel, PMWORD)

      --  Customer-written applications that are not addressed by other
          teams (this is API-type-specific)

      --  Lockup utility program

   -  Exceptions:

      --  Printing problems go to PRINT team 11
      --  Serial communication problems go to MKBCM team 5
      --  Disk access problems go to DISK team 1

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 16 MB

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

"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?  _____________________________________

Additional information, depending on the type of problem
--------------------------------------------------------

Toolkit problem occurs:

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

Performance problem occurs at:

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

Application problem occurs on:

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

Memory or swapper problem relates to:

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

All remaining problems:

Problem description: ___________________________________________________
________________________________________________________________________
________________________________________________________________________

                                               Search code -->  suptprnt

Team 11. PRINT - Print output problems
--------------------------------------

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:

   -  Print object drawing, settings, WP Shell methods, and INI problems
      go to WPSHL team 14. However, if the INI problem is caused by the
      creation or deletion of the printer object, it is handled by
      (this) PRINT team 11.

   -  Windows application printing problems go to WINAP team 13.

   -  Problems related to an application printing directly to a COM
      device, rather than using the printer object, go to MKBCM team 5.

Print Problem Information
-------------------------

I/O card name (if not on planar):  _____________________________________

System bus type:

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

Printers and plotters make and model: __________________________________
________________________________________________________________________

OS/2 printer driver:

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

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

Display:

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

Where does printing failure occur?

____  Locally     ____  Remotely    ____  Locally and Remotely

Failing printer port:

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

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

Where does the problem occur?

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

Name of application and version:  ______________________________________

LAN connection for printers:

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

Problem description:  __________________________________________________
________________________________________________________________________
________________________________________________________________________

                                               Search code -->   suptvdo

Team 12. VIDEO - Graphical output problems
------------------------------------------

The video team is responsible for all graphical output:

o  Video problems in DOS, Windows, and 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)

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:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

                                               Search code -->  suptwnap

Team 13. WINAP - Windows applications and WIN-OS/2 subsystem problems
---------------------------------------------------------------------

The Windows application team is responsible for all problems associated
with Windows applications and the WIN-OS/2 subsystem:

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 GPFs, it is
      handled by (this) WINAP team 13.
   -  If the application cannot connect to the COM port, or it
      disconnects abnormally, go to MKBCM team 5.

o  Windows network problems should be routed as follows:

   -  NetWare installation or windows driver installation problems are
      handled by the NetWare team.
   -  LAN Server installation problems or windows drivers installation
      problems are handled by the LAN team.
   -  Application execution and configuration problems are handled by
      (this) WINAP team 13.

o  Windows device driver problems should be routed as follows:

   -  Windows video device drivers go to VIDEO team 12.
   -  Windows multimedia device drivers to MMPM team 6.
   -  Windows network device drivers go to the NetWare or LAN team.
   -  All other Windows device-driver problems are handled by (this)
      WINAP team 13.

o  Windows application migration problems AFTER the migration database
   has failed to locate the Windows application in its database go to
   INSTL team 4. However, (this) WINAP team 13 handles incorrect Windows
   application settings listed in the migration database.

o  Windows Clipboard, DDE (WIN-WIN and WIN-PM), and OLE

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

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

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:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

                                               Search code -->   suptwps

Team 14. WPSHL - PM-Related and Workplace Shell (WP)-Related Problems
---------------------------------------------------------------------

The WPSHL team is responsible for PM-related and Workplace Shell (WP)-
related problems:

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 team 11)

   -  Clipboard Viewer (see OTHER team 10)

   -  Help Manager (see OTHER team 10)

   -  Selective Install, Application Migration and Device Driver (see
      INSTL team 4)

   -  Color palette or font palette (see VIDEO team 12). If settings
      can't be saved, it is handled by (this) WPSHL team 14.

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. However, there is no support for SOMobjects Toolkit
      2.1 (refer to CompuServe, the Developer Assistance Program, or
      your point of sale for assistance).

   -  WINx APIs, such as PM APIs and WP methods.

   -  INI files and PRF APIs (profile functions).

o  LAN-aware shell

   OS/2 Clipboard and DDE (OS/2 -> OS/2). DOS and Windows
   session-specific functions such as changing the font size, MARK,
   COPY, etc., are owned by (this) WPSHL team 14. Clipboard pasting
   problems go to MKBCM team 5.

o  PM session manager initialization module, message loop, main window
   proc (PMSHELL). Exception: Base session manager, DosStartSession,
   DosCalls, etc. go to OTHER team 10.

o  PMVIOP (window-oriented problems, e.g., window sizing, scrolling, and
   vertical bar)

o  Exceptions:

   -  If desktop problems occur immediately after installation but all
      the disks were not installed, go to INSTL team 4.
   -  If the Desktop directory or WP_ROOT._SF file is not created during
      installation, go to INSTL team 4.

The following are the .DLLs that the WPSHL team handles:

BUTTON.DLL        PM button control dynamic link library
PMCTLS.DLL        PM controls dynamic link library
PMDRAG.DLL        PM drag/drop dynamic link library
PMMLE.DLL         PM multiline edit dynamic link library
PMSDMRI.DLL       PM CUA control dynamic link library

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

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

SOM.DLL           System object module dynamic link library
WPCONFIG.DLL      Workplace Shell configuration dynamic link library
WPCONMRI.DLL      Workplace Shell configuration dynamic link library
WPPWNDRV.DLL      Workplace Shell dynamic link library

WPSHL Problem Information
-------------------------

Problem classification:

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

What have you already attempted to resolve the problem?

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

When did the problem start?

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

Frequency of the problem:

____  Every time    ____  Intermittent    ____  Once

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

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

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

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

NetWare type (if LAN Object):  _________________________________________

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

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

                                               Search code -->  suptpdos

Team 15. PCDOS - PC DOS Problems
--------------------------------

The PCDOS 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

      --  Task swapper

      --  All shell utility programs

   -  Printing from within DOS

      --  PRINT.COM

      --  MODE.COM and redirected print

   -  Network problems where DOS is at fault

   -  IBM computers preinstalled with PC DOS are NOT supported by this
      team. Problems with preinstalled systems should be addressed to
      their respective support centers:

      --  PS/1 software support:  1-919-543-9708
      --  ValuePoint and ThinkPad support:  1-800-PS2-7772

o  Exceptions:

   -  XGA device-driver support running under DOS should be sent to the
      DEVDRV team at Retain location 148
   -  TCP/IP for DOS is not PC DOS, and should be sent to the TCPWS team
      at Retain location 103

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

PCDOS Problem Information
-------------------------

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

                                               Search code -->  suptdump

The OS/2 Dump Process
---------------------

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

There are two types of dumps:

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

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

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

Step 1. Starting the trace

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

Step 2. Preparing the diskettes for the memory dump

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

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

     CREATEDD A:

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

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

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 information
   Press and hold Ctrl+Alt, and then press Num Lock twice. This starts
   the dump process. (This assumes the keyboard is not locked.)

Step 4. Performing the Dump

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

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

Step 5. Mailing the Dump to IBM

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

   Dump diskettes should be sent to:

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

                                               Search code -->   suptset

Virtual Device Drivers and DOS_SETTINGs/WINDOWS_SETTINGs
--------------------------------------------------------

The following table defines which team owns the various Virtual Device
Drivers, DOS_SETTINGs, and WINDOWS_SETTINGs. See the OS/2 Virtual Device
Driver Programming Reference for more detailed information (interrupt
numbers, more descriptive text, etc.).

Driver         Team       Description
------         ----       -----------

VSVGA.SYS      VIDEO      SVGA video function emulation
VKBD.SYS       MKBCM      Keyboard emulation
VTIMER.SYS     DOSAP      System timer emulation
VPIC.SYS       DOSAP      Interrupt controller emulation
VDSK.SYS       DISK       Hard-disk I/O emulation

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

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

VCMOS.SYS      DOSAP      CMOS I/O emulation

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

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

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

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

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

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

*  Entries marked with an asterisk are not virtual device drivers, but
   are related closely enough to warrant inclusion in this listing.

Use the following table to determine the team that owns the various DOS
and Windows settings. Column 1 below provides the first few letters of
the DOS_SETTINGs and WINDOWS_SETTINGs. Column 2 contains the name of the
team that owns each setting.

Letters        Team         Exceptions
-------        ----         ----------

AUDIO          MMPM
COM            MKBCM
DOS            DOSAP        DOS_BACKGROUND_EXECUTION, when dealing with
                            graphical DOS applications, is owned by the
                            VIDEO team
DPMI           DOSAP
EMS            DOSAP
HW             DOSAP

IDLE           DOSAP
MEM            DOSAP
KBD            MKBCM

PRINT          PRINT
VIDEO          VIDEO
WIN            WINAP

                                               Search code -->   suptisa

Industry-Standard Architecture (AT Bus) Overview
------------------------------------------------

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

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

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

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

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

ISA Bus Architecture
--------------------

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

The following table lists the standard IRQ assignments, in order of
priority, in both ISA and Micro Channel computers.

IRQ#     Device Associated
----     -----------------

  0      System Timer
  1      Keyboard
  2      Secondary Interrupt Controller (see note)
  8      Realtime Clock
  9      --- (see note)
 10      --- free
 11      --- free
 12      --- free - reserved for auxiliary device
 13      Math Coprocessor
 14      Hard Disk
 15      --- free
  3      COM2 (Serial Communications Port #2)
  4      COM1 (Serial Communications Port #1)
  5      LPT2 (Parallel Printer Port #2 - address 278)
  6      Diskette
  7      LPT1 (Parallel Printer Port #1 - address 3BC or 378)

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

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

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

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

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

Determining IRQs for ISA Computers
----------------------------------

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

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

Determining I/O Addresses
-------------------------

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

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

2. Enter DEBUG and press the Enter key.

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

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

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

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

   Notes:

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

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

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

Location 40:0 Scenarios
-----------------------

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

ISA, OS/2, and Parallel Ports
-----------------------------

Printer port addresses and IRQ levels are hard-coded in OS/2. The
following table shows the typical assignments of the parallel ports on
most computers.

Port      I/O Address      IRQ
----      -----------      ---

LPT1      3BC or 378       IRQ7

LPT2      278              IRQ5

Unlike the COM ports, where the addresses and the interrupts can be
specified by parameters to the COM.SYS in the CONFIG.SYS file, the
printer port addresses and IRQs shown above are fixed. OS/2 assigns
LPT1 to the highest printer port address being used. The printer address
is specified in the printer adapter board. With OS/2, you cannot use
both addresses 3BC and 378 as printer port addresses, because both
parallel ports (LPTs) would be sharing IRQ7. Unlike DOS, OS/2 uses
interrupts for printing. The interrupt is triggered by the signal line,
ACK, from the printer. If the IRQs are not configured correctly, or if
the printer cable is missing the ACK line, the printer may work well
under DOS but have problems under OS/2.

ISA and OS/2 Summary
--------------------

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

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

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

Physical addresses and interrupts can be indicated in OS/2 to the
communication drivers. Usual default settings follow:

o  COM1 - 03f8 - IRQ 4 (OS/2 and industry default)
o  COM2 - 02F8 - IRQ 3 (OS/2 and 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

If interrupt devices are occasionally losing data, try moving to a
higher-priority unused interrupt.

Micro Channel Computers
-----------------------

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

                                               Search code -->   suptlan

OS/2 LAN Systems Team Descriptions and Required Problem Information
-------------------------------------------------------------------

Support for the LAN Systems products is divided into five teams. They
are:

1. SERVER - OS/2 LAN Server Problems

2. OS2REQ - OS/2 LAN Requesters/Remote IPL Problems

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

4. LSAPPS - OS/2 LAN Application Problems

5. TRAP - LAN-Related Traps and Hangs

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

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

                                               Search code -->  suptsrvr

Team 1. SERVER - OS/2 LAN Server problems
-----------------------------------------

The SERVER team is responsible for:

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             -  Netlogon Service
   -  DCDB Replicator Service     -  Netrun Service
   -  Generic Alerter Service     -  Replicator Service
   -  Loopback Driver             -  Timesource Service
   -  Migration Import Utility    -  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)

                                               Search code -->   suptreq

Team 2. OS2REQ - OS/2 LAN Requester/Remote IPL (RIPL) problems
--------------------------------------------------------------

The OS2REQ team handles:

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

                                               Search code -->   suptdlr

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

The DLR team is responsible for:

o  Problems occurring on a single DLR machine

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

                                               Search code -->  suptlsap

Team 4. LSAPPS - OS/2 LAN application problems
----------------------------------------------

The LSAPPS team handles the following problems:

o  Network Transport Services/2 (NTS/2) and MPTS (Multi-Protocol
   Transport Services)

   -  Initialization and binding of protocols to adapters

   -  Protocol problems (for example, session loss or errors in
      LANTRAN.LOG file)

   -  Problems associated with the PROTOCOL.INI file

   -  Virtual Device Driver problems

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, ServicePaks, Extended
      Services, etc. should go to their respective product owners' teams

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)

   -  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        Tie
      Enabler       Monitor
      Fix           View

   -  Problems configuring the Manage machine

   -  Problems with non-registered objects on the Manage machine

                                               Search code -->  supttrap

Team 5. TRAP - LAN-Related TRAPs and hangs
------------------------------------------

The TRAP team handles all LAN-related traps and hangs:

o  All Internal Processing Errors (IPEs)

o  TRAP from which the system cannot recover

o  Entire system hangs that prevent all user input

o  Exception:

   -  For SYSxxxx failures (such as SYS3175) that detect a failing
      process, see the appropriate support team.

LAN Systems Problem Information - General
-----------------------------------------

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

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
__________________________________ _____________________________________
__________________________________ _____________________________________

LAN Systems Problem Information - Hardware

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

Printer information

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

General Network Problem Information
-----------------------------------

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

_______  Data rate

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

Description of general network topology (bridges)
________________________________________________________________________
________________________________________________________________________

LAN Systems Error Messages Problem Information
----------------------------------------------

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

All pertinent messages from the NET ERROR log
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Return codes _______, _______, _______

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

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

LAN Systems Problem Documentation
---------------------------------

Description of the problem:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Re-creation scenario (if reproducible)
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Suggestion/results
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Network load at time of error
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Frequency of the problem
________________________________________________________________________

Consistency of the problem
________________________________________________________________________

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

Relevant files (IBMLAN.INI, PROTOCOL.INI, CONFIG.SYS, etc.)
_____________  _____________  ____________  ____________
_____________  _____________  ____________  ____________

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

                                               Search word -->   suptdbm

EE/ES Database Manager Team Descriptions and Required Problem
Information
-------------------------------------------------------------

Support for the OS/2 Extended Edition and Extended Services Database
Manager products is divided into 5 teams:

1. DBENG - Database Manager engine (Database Services)

2. DBMAPI - APIs and application programming

3. DBMRDS - Remote data services

4. DBMFE - Database Manager front ends - Query Manager, CLI, database
           tools

5. DBMOTH - Data integrity loss, interaction with other products

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

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

                                               Search word -->   supteng

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

The DBENG 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

                                               Search code -->  suptdbap

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

The DBMAPI 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)

                                               Search code -->   suptrds

Team 3. DBMRDS - remote data services problems
----------------------------------------------

The DBMRDS team addresses these 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

                                               Search code -->  suptdbfe

Team 4. DBMFE - Database Manager front ends (Query Manager, CLI,
database tools)
----------------------------------------------------------------

The DBMFE team addresses problems in the following areas:

o  Query Manager objects

   -  Queries/Reports      -  Menus
   -  Procedures           -  Forms
   -  Panels               -  Profiles

o  Command-line interface

   -  Problems running the interface itself, and not just errors while
      running specific commands using the interface

o  Configuration, Directory, or Recovery tools

                                               Search code -->  suptdbmo

Team 5. DBMOTH - Data integrity loss, interaction with other products
---------------------------------------------------------------------

The DBMOTH team addresses problems in the following areas:

o  Data integrity loss

   -  Database recovery errors

   -  Abends or errors accessing specific tables

   -  TARRR/Resetlog problems or questions

   -  Unusable data in reports

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

Database Manager Problem Information
------------------------------------

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

Software and Hardware Information
---------------------------------

Software:                       Level of code

                         Database Client    Server

CSD/SelectPak levels     _______________    __________________

Additional SQL modules   _______________    __________________

Hardware:

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

Error Messages
--------------

Specific error message
SQL  ____________________________________________________________
QRW  ____________________________________________________________
DBM  ____________________________________________________________
Other____________________________________________________________

Return codes on specific errors

SQL0902C  _________
QRW2272W  _________
SQL30080N _________

Remote data services problems
-----------------------------

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

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

Does error occur locally on the server? Y or N

General Problem Information
---------------------------

Is the database accessible?  Y or N  ________

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

Does the error occur in:

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

  If user application, what language and compiler were used?

  Language _____________________________________________________________
  Compiler _____________________________________________________________

Re-creation scenario
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Has the function/application ever worked?  Y or N ________

You may also be requested to send in a backup copy of the database if
the problem cannot be reproduced on local support databases.

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

                                               Search code -->    suptnw

NetWare Team Descriptions and Required Problem Information
----------------------------------------------------------

Support for NetWare products is divided into 5 teams. They are:

1. NW40 - NetWare Version 4

2. NCOMM- NetWare Communications

3. NWKSTA - NetWare Requester

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

5. NWSRV - NetWare Server

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

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

                                               Search code -->  suptnw40

Team 1. NW40 - NetWare version 4 problems
-----------------------------------------

The NW40 team addresses problems with NetWare version 4.0.

                                               Search code -->  suptnwcm

Team 2. NCOMM - NetWare communications problems
-----------------------------------------------

The NCOMM team addresses problems with:

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

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

                                               Search code -->  suptnwrq

Team 3. NWKSTA - NetWare Requester problems
-------------------------------------------

The NWKSTA team addresses problems with:

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

                                               Search code -->   suptnwo

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

The NWOTHR team addresses problems with:

o   NetWare LANalyzer for Windows v2.0
o   NetWare Services Manager v1.3b

                                               Search code -->  suptnwsv

Team 5. NWSRV - NetWare Server problems
---------------------------------------

The NWSRV team addresses problems with:

o   NetWare v2.2
o   NetWare v3.11
o   NetWare Flex/IP v1.2
o   NetWare NFS v1.2b

o   NetWare FTAM v1.2
o   NetWare Runtime
o   NetWare for Macintosh (NLM) v3.011
o   NetWare Name Services (NNS)

NetWare Problem Information
---------------------------

The following general problem-determination information may be requested
when working with NetWare support.

NetWare Problem Information - Software
--------------------------------------

Level of NetWare code on NetWare servers

_________ NetWare operating system version
_________ Corrective service applied

DOS workstation:                  Level of NetWare     Level of IBM code

DOS version                       _____________        _____________
DOS corrective service level      _____________        ____________
IPX or ODI?                       _____________        _____________
Shell version                     _____________        _____________
NetWare client corrective
  service applied                 _____________        _____________

NetWare Requester for OS/2:

OS/2 version                      _____________        _____________
OS/2 corrective service/
  ServicePak applied              _____________        _____________
Version of NetWare Requester      _____________        _____________
NetWare corrective service/
  NSD applied                     _____________        _____________

Version of failing applications
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

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

NetWare Problem Information - Hardware
--------------------------------------

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

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

General Network Problem Information
-----------------------------------

Bridges/routers in use
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Bridge/router between workstations and servers
________________________________________________________________________
________________________________________________________________________

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

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

NetWare Problem Description
---------------------------

Description of problem
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Steps to re-create problem
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

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

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

Network load at time of failure
________________________________________________________________________
________________________________________________________________________

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

Has it ever worked?  Y or N ____________

Is this a new installation?  Y or N __________

                                               Search code -->  suptterm

Appendix A. Definition of Terms
-------------------------------

The following are definitions of many of the terms used in this
document.

Call        A call is a telephone or electronic request for IBM service
            or for information about a previously reported Incident. An
            Incident may involve multiple calls or actions, such as:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

                                               Search code -->  suptlist

Appendix B. Personal Software Products
--------------------------------------

The following is a list of the products supported by Software Solution
Services, and which adhere to the guidelines set forth in this document.

Name                                              Version   Component ID
----                                              -------   ------------

OS/2 Products
-------------

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

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

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

LAN Systems Products
--------------------

NOTE: Entitled services for the Novell products are not provided by IBM.

DCE Cell Directory Server                         1.00         569665704
DCE Client                                        1.00         569669200
DCE Client-Encrypted                              1.00         569669100
DCE SDK-Encrypted                                 1.00         569669300
DCE Security Server                               1.00         569665702

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

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

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

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

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

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

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

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

NetWare 4.01 for OS/2                                          562236500
NetWare 4.01 for OS/2 from IBM                                 562236400
NetWare 4.01 from IBM                                          569653500
NTS/2                                             1.00         562200200

LAN Systems Products
--------------------

The following Products have Limited Support. Limited Support means these
Products will be supported Monday through Friday from 9 AM to 6 PM
Eastern time (excluding U.S. national holidays). Customers will receive
a callback within 4 business hours.

LAN Distance Connection Server - Advanced         1.00         562207400
LAN Distance Connection Server - Entry            1.00         562215500
LAN Distance Remote                               1.00         562207500
LAN NetView Agents Extended                       1.00         569640400
LAN NetView Agents for DOS                        1.00         569640300

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

3270 LAN Workstation Windows v1.0                 1.00         569633600
3270 LAN Workstation Windows v1.2                 1.20         569633600

Database Manager Products
-------------------------

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
---------------------------

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

TCP/IP - DOS                                      2.1          562121900
TCP/IP - OS/2                                     2.0          562208600

The following Products have Limited Support. Limited Support means these
Products will be supported Monday through Friday from 9 AM to 6 PM
Eastern time (excluding U.S. national holidays). Customers will receive
a callback within 4 business hours.

DCAF                                 1.0          562103101
OS/2 OSI/CS                          1.0          560112401
OSIFS/2                              1.0          560121101
SwitchServer/2 ROLM 9751             1.0          562115900 Feature 5825

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

                                               Search code -->  supteduc

Appendix C. Technical Education
-------------------------------

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

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

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

OS/2 Operating System
---------------------

The following class is available for the OS/2 operating system:

Title:         OS/2 Hang and Trap Analysis Workshop

Format:        Workshop at IBM Boca Raton

Sponsor:       OS/2 System Technical Support

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

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

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

Duration:      4.5 days

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

CICS OS/2
---------

The following two classes are available for CICS OS/2:

Title:         CICS OS/2 Installation and Configuration Assistance

Format:        At customer account

Sponsor:       CICS OS/2 Level 2

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

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

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

Duration:      2 days

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

ALSO

Title:         CICS OS/2 Problem-Determination Education

Format:        At customer account

Sponsor:       CICS OS/2 Level 2

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

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

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

Duration:      3 to 5 days

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

OS/2 Database Manager
---------------------

The following class is available for OS/2 Database Manager:

Title:         Database Manager for OS/2 Problem-Determination Education

Format:        At customer account, or at Toronto Lab

Sponsor:       Level 2 OS/2 Database Manager Service

Objectives:    During the class, the instructors will:

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

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

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

Duration:      2 days

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

========================================================================

         +--------------------------------------------------+
         | Trademarks, Registered Trademarks, Service Marks |     tmarks
         +--------------------------------------------------+

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

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

The following are trademarks of other companies:

TRADEMARK                               OWNER

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

========================================================================

This concludes 1994 Issue 3 of IBM PSP Developer Support News.
