# Appendix F. Troubleshooting

This appendix provides information to assist you with problem analysis and reporting.

## Resolving Problems during Installations

The following information can be used to solve problems you might encounter during installation.

#### The System Hangs during the Boot Up Sequence

This can be caused by any number of problems.

A common problem is that there is an IRQ conflict caused by the cards installed in the system. To investigate this, reboot the machine. When the white box and the words "OS/2" are displayed in the left-hand corner of the screen, press Alt+F2. (You have only a few seconds to press Alt+F2.) The system then shows the drivers as they are being loaded, which might help identify what is happening when the system hangs.

#### The System Keeps Asking For the OS/2 Warp Server CD-ROM

It is an indication that the system does not recognize the CD-ROM. First, check to make sure the CD is in the CD-ROM drive. Otherwise, this is most likely caused by the lack of a device driver on the boot diskettes that enables the system to recognize the CD-ROM. Determine the controller driver required for the CD-ROM and add that driver to the config.sys file on the second OS/2 boot diskette. For example, the Compaq Proliant system requires having the cpq53cx.add driver loaded in order to use the CD-ROM in that system. So a BASEDEV=cpq53cx.add statement is added to the config.sys file on the boot diskette along with adding the driver itself to the boot diskette.

Note: | If you add a device driver to diskette-1 remember to update the config.sys file with the appropriate BASEDEV=device driver name and also add SET CopyFromFloppy=1. This will cause a prompt for diskette-1 to be re-inserted later in the installation process so the BASEDEV driver can be copied.

#### Server Does Not Start or Net Logon Fails to Start

This may indicate that the additional server system is not synched with the domain controller. Run the resync command from an OS/2 command prompt on the additional server to resync the server with the domain controller.

## Resolving Network Problems

This section describes problems you might have installing OS/2 Warp.

If you have problems while loading client 2 remotely from client 1 or if client 2 was not able to connect with client 1, possible causes include:

- The OS/2 Warp CD is not in the CD-ROM drive of client 1.

- The diskette might specify an incorrect network adapter card. On OS/2 Diskette 1, check the lantran.log file for error messages that might indicate a problem with the driver or protocol.ini file.

- The adapter card is not configured correctly. For example, there may be an IRQ conflict or the card may be configured to use the BNC connection when the card is using an RJ45 connector.

- The cabling may be broken or not connected. Try using another cable.

- The card may be bad. Try using another card. If that fails to correct the problem, run adapter card diagnostics as described in the documentation that came with your adapter card.

The os2ping utility can be used to help isolate the problem. This tool, located in the c:\wal directory, does a NetBIOS ping of an adapter card address. For example, this command pings the additional server, which we assigned the network address 4000AC010101. (See the step describing the network adapter card configuration for the system setup as the additional server)

       os2ping -a=4000ac010101

For more information about the os2ping command, type the following:

       os2ping ?

If you are using Ethernet connections, the network address is different. Look in the lantran.log file for the network address specified as the "token ring format" address. This part of a lantran.log file shows the correct address for this on an Ethernet network.

Look at the lantran.log file in the \ibmcom directory or on OS/2 Diskette 1 for LAN load of clients. In that file you might see an error message similar to `Adapter failed to respond in time` (indicating a problem with the target's adapter).

#### Unknown Error 205 Generating Response Files

This error message is seen when trying to load a requester from the OS/2 Warp requester. Look for a file called mkrsp.log on the client machine. The system may be trying to generate a response file for an adapter that is not in the machine. This log could indicate the system could not find a .nif or .os2 file on the server.

Look at the config.sys file on the second boot diskette. Near the bottom of the file there should be "SET ADAPTER" and "SET ADAPTER_INFO" lines and they should match the adapter installed in the system. There should also be a DEVICE=xxxx.OS2 where xxxx is the adapter driver being used.

On the client 1 system, look in the directory specified in mkrsp.log. It will be a subdirectory of the c:\grpware directory. This error has been known to happen if the adapter specified in the "SET ADAPTER_INFO" line of config.sys is not found in this directory.

## Reporting Problems

Meaningful analysis, resolution, and disposition of problems is most effectively accomplished when the problem can be replicated on a local system where OS/2 testers and code developers can experience the problem first hand.

Problem resolution will most likely require the problem to be repeatable on a system that is the same or similar to the system on which the problem first occurred.

In the event that problem analysis fails to resolve a test failure, problem resolution might require that the test system be sent to the IBM OS/2 Compatibility Lab for problem re-creation.

When problems are encountered, please debug the problem as far as possible prior to submitting a problem report form. Furthermore, all the tests, or as many as possible, should be attempted prior to reporting problems.

Refer to Hints & Tips on the OS/2 PCM Compatibility Testkit Program home page (at http://www.software.ibm.com/os/warp/hw-cert/pcm/pcm_tkit.htm) for additional information.

In the event that you need to re-install the Testkit to restore a "pristine install", refer to Chapter 10, "Uninstalling the OS/2 PCM Compatibility Testkit".

Problem Reporting Forms

For reporting problems, use the problem report form located on the Testkit home page.

### Level 1 Support

Level 1 support begins with problem notification. The problem re-creation team receives the Web problem report form that clearly characterizes the problem. Remember to provide your e-mail address and phone number. The Program Office might request additional information as needed for analysis.

### Level 2 Support

Level 2 is problem analysis and a sizing of the effort to replicate the problem.

### Level 3 Support

Level 3 support, if required, will be problem re-creation, debug, and resolution followed by notification.

At all levels of support, there might be the need for a member of the support team to contact the originator of the problem for additional information. Please be sure this information is provided on the problem report form.