OS/2 Warp FAQ List (20 Feb 95) Section 0410

(4.10) Problem Report Form

How do I report an OS/2 Warp problem to IBM?

If you would like to send an OS/2 Warp bug report to IBM, you may phone IBM at 800-992-4777 (in the U.S.) or you may fill in the OS/2 Warp Problem Report Form and mail it to IBM via CompuServe or the Internet.

The Problem Report Form helps IBM solve your problem more quickly, especially if you include all the relevant details. IBM then has to ask fewer questions in order to determine the problem.

To use the Problem Report Form, follow these steps:

  1. If you are reading the INF version of this List, press CTRL-F. This panel will then be saved to a file named TEXT.TMP.
  2. Using a text editor (like the OS/2 Warp System Editor), open either TEXT.TMP or the plain text version of this List.
  3. Delete all the extra lines in the file so that only the OS/2 Warp Problem Report Form remains.
  4. Fill in all the requested information using your text editor.
  5. Save the Form to disk (as file name OS2PROB.TXT for example).
  6. Upload the file to CompuServe Mail or the Internet, and send the Form to IBM. (The exact procedure will depend on the service and the software you use.)

You may use the Problem Report Form as many times as you need to, but please include only one problem per copy.

------  Submit an OS/2 Warp Problem Report  ------

This support is eligible for U.S. customers only.

Customers should use this form to report a suspected OS/2 Warp defect to
IBM support.  IBM employees should refer to the OS2DFECT FORUM in IBMPC
for instructions on how to report an OS/2 Warp defect.

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

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

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

CONTACT PERSON: __________________________________

PHONE NUMBER:   (___) ___-____ x____     Phone number where you can be
FAX NUMBER:     (___) ___-____ x____     contacted between 8-5, M-F.
Electronic Mail: _________________________________

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

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


DETAILED PROBLEM DESCRIPTION - If possible, provide step-by-step recreation
scenario.  Also, please include any fixes or workarounds you may have already

Enter any error messages that occur: ________________________________

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

OS/2 Warp Version 3 ......:  _   CSD Level: _______
OS/2 Warp V3 with Win-OS/2:  _   CSD Level: _______
OS/2 for Windows .........:  _   CSD Level: _______
OS/2 Version 2.1x ........:  _   CSD Level: _______

NOTE - CSD = Corrective Service Diskette.
       Use the SYSLEVEL command to determine, if unknown.

HARDWARE CONFIGURATION (provide as much as possible):
Brand and model of PC: ____________________________________
Microprocessor:   Intel _  Other (specify) _______________
Type:     286 _  386SX _  386 _  486SX _   486 _   Pentium _
   Speed: __ MHz
Total RAM ....:   __ MB
Disk drive ...: ____ MB
File System:   FAT _     HPFS _     Both _
Manufacturer: ___________________ Model # _______
Type: IDE _  SCSI _  MFM _  RLL _  ESDI _  Unknown _
Manufacturer and model # of disk controller: ______________________
Manufacturer, revision #, and date of System BIOS: __________________
Manufacturer and model # of video adapter: __________________________
Manufacturer and model # of display: ________________________________
Memory installed on video adapter: _____  EGA _ VGA _ SVGA _ 8514 _ XGA _
Diskette Drive A:  3 1/2" _  5 1/4" _
Diskette Drive B:  3 1/2" _  5 1/4" _
List other adapters installed:   _____________________

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

SESSION TITLE: __________________________________________________
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=____

ERROR AT LOCATION ##____:________ - ____:____.   _____, ____   ________
INTERNAL REVISION _.___,  __/__/__

PRINTER - If this is a printer problem, please provide the following:
Printer Vendor: __________________   Model ....: ________________
Driver Name ..: __________________   Port Used : ________________
Printer is attached to: Local _    LAN Server _    Host _

COMMUNICATIONS MANAGER - If this is a problem with Communications Manager,
please provide answers in this section:

Communications Manager/2 ...Version: ___ CSD Level: _______
OS/2 Extended Services 1.0.........: ___ CSD Level: _______
Describe your Communications Manager configuration (DFT, T-R, etc):

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

LAN SERVER:     OS/2 LAN Server Version 1.3  : _   CSD Level: ________
                OS/2 LAN Server 2.0 Entry .. : _   CSD Level: ________
                OS/2 LAN Server 2.0 Advanced : _   CSD Level: ________
                OS/2 LAN Server 3.0x Entry ..: _   CSD Level: ________
                OS/2 LAN Server 3.0x Advanced: _   CSD Level: ________
                OS/2 LAN Server 4.0 Entry .. : _   CSD Level: ________
                OS/2 LAN Server 4.0 Advanced : _   CSD Level: ________

                LAN Server 4 Requester .....: _   CSD Level: ________
                LAN Server 3.0x Requester...: _   CSD Level: ________
                LAN Server 2.0 Requester....: _   CSD Level: ________
                OS/2 EE 1.3 Requester.......: _   CSD Level: ________

                LS 4.0 Requester ...........: _   CSD Level: ________
                LS 3.0x Requester ..........: _   CSD Level: ________
                LS 2.0 Requester ...........: _   CSD Level: ________
                OS/2 EE 1.3 Requester ......: _   CSD Level: ________
                DOS Version: ____  DOS Vendor: _________________

Is the failing system a Domain Controller?  Y _    N _
Is the failing system an additional server? Y _    N _

DATABASE MANAGER or DB2/2 - If this is an OS/2 DATABASE MANAGER or DB2/2 problem,
please enter information about the DataBase Manager problem below.

DB2/2 .... Version: ______   CSD Level: __________
Extended Services 1.0 ...... CSD Level: __________

SQL Error Code ....: ________
Secondary Return Code: ________
Error occurs when database is being accessed as:
Stand Alone ......: Y _  N _
Requester (Client): Y _  N _
Database Server ..: Y _  N _
Using RDS ........: Y _  N _
Using LAN ........: Y _  N _
If the error is occurring at a requester, can the problem be recreated
at the server? .....: Y _  N _
Error occurs in which application?
Query Manager.....: _
LI ..............: _  (Command Line Interface)
User Application..: _
If a trap has occurred, provide the SQLABEND results:

ready to send this OS/2 Problem Report, send the form via electronic mail
to ---

Base OS/2 problems  -      Base Support,    76711,610
All Other problems  -   Product Support,    76711,611

(To send from the Internet use address 76711.610@compuserve.com
or 76711.611@compuserve.com, as appropriate.)

Related information:

(4.5) Technical Support
(4.7) Online Services

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