<<<<<<<<<< DEFECT REPORT FORM >>>>>>>>>> <<<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> << THIS FORM IS PROVIDED TO REPORT SUSPECTED DEFECTS IN ANY OF >> << THE PERSONAL SYSTEMS SUPPORT FAMILY PRODUCTS >> << (THE U.S. ENGLISH VERSION ONLY) >> <<<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> CONTACT PERSON: _______________________________________ REGISTRATION NUMBER: ______________________ PHONE NUMBER: (___) ___-____ x____ Phone number where you can be FAX NUMBER: (___) ___-____ x____ contacted between 8-5, M-F. Note: IBM will respond in the same manner the report form was submitted (fax, mail, or electronically). IBM may contact you by telephone only if it appears that doing so will expedite resolution of the problem. The reply will include a Problem Management Record (PMR) number which is used by IBM to track each unique problem report. Customers may use this form to report a suspected DEFECT to IBM support. You will receive one of the following responses: Defect: A defect in IBM code or documentation has been noted and corrected. Information on obtaining a fix will be provided if one is available. Non-defect: The reported condition has been determined not to be the result of a defect in the code or documentation. Information on obtaining support for the problem will be provided. Unknown: The reported condition has not been noted as a defect at this time but may be at a future time. Information on obtaining support for the problem will be provided. ************************************************************ ************************************************************ Please provide as much information as possible about your problem. Feel free to add additional space, or remove sections of the form that are not relevant to your problem. ONE-LINE DESCRIPTION OF THE PROBLEM: ______________________________________________________________________ DETAILED PROBLEM DESCRIPTION - If possible, provide a step-by-step re-creation scenario. Also, please include any fixes or work-arounds you may have already tried: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Enter any error messages that occur: _________________________________ ______________________________________________________________________ Select the appropriate answers by placing an "X" in the space indicated. Can you re-create the problem? Y _ N _ Has the problem occurred on more than one system? Y _ N _ PRODUCT: NAME.........: _______________________ REVISION.....: _______________________ DOS OPERATING SYSTEM SOFTWARE CONFIGURATION: DOS VERSION.........: _______ OS/2 OPERATING SYSTEM SOFTWARE CONFIGURATION: OS/2 Version........: _______ CSD Level...........: _______ Revision Level......: _______ NOTE - Use the SYSLEVEL command from the OS/2 window to determine the CSD level. Use the VER /REV command from the DOS window to determine the revision level. HARDWARE CONFIGURATION (provide as much as possible): Brand/model of PC.: _______________________________________________ Microprocessor Brand.............: Intel _ Other (specify) ______________________ Type..............: 286 _ 386sx _ 386dx _ 486sx _ 486dx _ Speed.............: __ MHz Total RAM ..........: __ MB OS/2 is 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 # of: Disk controller...: ______________________ System BIOS.......: ______________________ Video adapter.....: ______________________ Display...........: ______________________ Video RAM...........: _____KB Video Type..........: EGA _ VGA _ SVGA _ XGA _ 8514 _ Drive A: media size.: 3 1/2" _ 5 1/4" _ Drive B: media size.: 3 1/2" _ 5 1/4" _ Other adapters......: ________________________________________________ ________________________________________________ Is your PC connected to a network? Y _ N _ If yes, please fill out the relevant network software questions listed below the trap information, even if you feel that your network is not at fault. If an OS/2 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: _______ Describe your Communications Manager configuration (DFT, T-R, etc): ________________________________________________________ ________ ________________________________________________________ ________ LOCAL AREA NETWORK - If this is a LAN 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 _ DB2/2 - If this is a Database 2 for OS/2 problem, please enter information about the DB2/2 problem below: Type Version CSD/PTF Level (e.g. SQL/DS, CAE/WIN, etc.) DRDA Server ____________ ___________ ______________ DRDA Requester ____________ ___________ ______________ Server ____________ ___________ ______________ Client ____________ ___________ ______________ Communication protocol _________________ Where is the problem/symptom being observed? DRDA Server Y _ N _ DRDA Requester Y _ N _ Server Y _ N _ Client Y _ N _ What is the problem/symptom experienced? Return Code ___________ from: DB2 _ OS/2 _ install program _ communication software _ customer application _ vendor application _ (please specify________) OS/2 trap/IPE Y _ N _ DOS/Windows GPF Y _ N _ OS/2 system hang Y _ N _ Database hang Y _ N _ Incorrect output Y _ N _ Poor performance Y _ N _ OTHER IBM PRODUCT - If you are experiencing a possible defect with a product that is not listed in this Defect Report form, please provide the following information: Product Name....:_______________ Product Version.:_______________ CSD Level.......:_______________ ************************************************************************ PLEASE REVIEW ALL OF THIS PROBLEM REPORT FOR ACCURACY BEFORE SUBMITTING. ************************************************************************ <<<<<<<<<<<<<< SUBMITTING THIS FORM >>>>>>>>>>>>>>>>>>>> From CompuServe: CISMAIL to 76711,610 for IBM PC DOS and OS/2 Warp CISMAIL to 76711,611 for all other products From Internet: E-mail to 76711.610@compuserve.com for OS/2 and PC DOS E-mail to 76711.611@compuserve.com for all other products FAX: to 800-426-6063 for OS/2 and PC DOS to 800-426-8602 for all other products Mail: For OS/2 and PC DOS IBM Corporation Attn. OS/2 Service Delivery Internal Zip 1020 1000 NW 51st Street Boca Raton, FL 33431 For all other products IBM Corporation Personal Systems Support Family Internal ZIP 2901 11400 Burnet Road Austin, TX 78758 SUBMITTING DEFECT REPORTS VIA SERVICELINK __________________________________________ 1. Signon to IBMLink. 2. On the IBMLink Main Menu screen, select the option for SERVICELink. 3. On the ServiceLink Main Menu screen, select the option: ETR. 4. On the Electronic Technical Response (ETR) screen, select the option: REPORT Report a defect (problem) to IBM 5. Then select the option: PC/DOS PC/DOS, OS/2 OPERATING SYSTEMS. 6. The next screen explains that this path is to be used to report suspected defects. To continue, enter "/" next to SELECT this entry to CONTINUE. 7. On the Demographics for Software Problem screen, complete the rest of this screen as you normally do when submitting an ETR. Note: The component ID listed on this screen (666666666) is a routing component ID we have used. Enter the product component ID for which you are requesting support on the NEXT screen. 8. On the Product_Specific Data screen, please specify the product information we need to route your ETR to the appropriate support group. SUBMITTING DEFECT REPORTS VIA TALKLINK ______________________________________ The following describes the steps to submit a defect report using TalkLink: 1. Sign on. 2. To obtain defect support via the free path in TalkLink, select option #2 (IBMSupt - IBM Personal Systems Defect Submissions) on the OS/2 BBS Main Conferencing Selection Menu. 3. Follow the prompts to submit your defect report. ***************************************************************** IBM employees should refer to the OS2DFECT tool on the IBMPC disk for instructions on how to report a defect for Personal Systems Support Family products.