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Service Hints & Tips |
Document ID: DEDN-3DRNDQ |
Crossbrand - Customer registration application fix
Applicable to: World-Wide
To all who support Customers:
There is situation which could affect a number of our Customers attempting to perform an on line customer registration. The following is information that will be helpful for responding to Customers should they contact you.
Background:
The WW Customer Registration is an application developed and deployed starting in 1996 in new IBM PSG systems. The application is either preloaded or is on a diskette found in system packaging (called a Reply Kit). The customer can return their registration to IBM via modem, diskette, fax, or mail (and phone in EMEA).
Situation:
The diskettes loaded with Version 1.09, were incorrectly loaded and will preclude a Customer from downloading their entire registration file to diskette for returning to IBM should they choose the diskette return method. The Customer will get an error "Not enough disk space". This problem affects only the diskette return method. All other methods work.
Additionally, the Customer will not be able to access their free screen savers (the incentive included in the application) because the data was not saved successfully.
Brands affected:
Commercial Desktop, Mobile (ThinkPad) and PC Server
Recommended solution:
Below are instructions for helping a Customer successfully register with IBM. Several options are available.
Below are instructions for the technical support and customer service staff who may be handling calls from customers regarding this error message. The customer should be encouraged to exit the application, delete all existing files off the registration diskette (or locate a new diskette), restart/resume the registration, and save the data to the diskette. The customer will then have the option to install the screen savers. Further instructions are outlined below.
How the error occurs:
1. Customer runs registration application that was preloaded on their system or installs application from diskette in the ReplyKit.
2. The customer selects "Diskette By Mail" as their preferred return method on the first question screen.
3. From any point in the application, the customer attempts to send their data to IBM by clicking the "Send Data" button.
4. The customer inserts the diskette provided in the ReplyKit into their floppy drive.
5. The application will attempt to write the data files to the diskette.
6. The error message "Not enough disk space" displays on the screen and prompts the user to either Abort, Retry, or Ignore.
7. If the customer attempts at this point to insert a blank diskette and selects Retry, the application terminates and the customer's data is lost.
Below are instructions for the technical support staff who may receive customer satisfaction calls regarding this issue.
How to recover from the error and return the registration data:
If Customer is at the actual Disk Full error message, then...
1. Instruct the customer to select Abort in the Not Enough Disk Space" error message box, which will close the registration application.
2. Instruct the customer to do one of the following (listed in the order of preference):
A. USE A DISKETTE WITH SUFFICIENT AVAILABLE SPACE TO RETURN THE REGISTRATION DATA
1) The customer can delete all files off the registration diskette or locate a blank diskette. Instructions for deleting files off a diskette are located at the end of this document.
2) Restart the application by clicking on the Register icon (run REGISTER.EXE).
3) Select Resume.
4) The application will resume on the screen displayed prior to the error message. The customer's previous answers are still intact.
5) Insert the blank diskette.
6) Select Send Data.
7) The application will write three files to the diskette: XXXdata.asc, XXXdata.iqr, and XXXdat_t.ini. (XXX being a survey code based on language selected.)
8) After the data is saved, the customer will be given the option to install the screen savers.
9) The customer can then return the registration diskette in the kit provided by IBM.
B. SELECT ANOTHER RETURN METHOD
1) Restart the application by clicking on the Register icon (run REGISTER.EXE).
2) Select Resume.
3) The application will resume on the screen displayed prior to the error message. The customer's previous answers are still intact.
4) Back up to the first screen of the application by clicking the Previous" button and choose another return method (modem or print).
5) Go to the end of the registration by clicking the Next" button.
6) Click the Send data" button. Follow the instructions given on screen for that particular return method.
7) After the data is sent via modem or printed out, the customer will be given the option to install the screen savers.
C. IN EMEA ONLY, SELECT PHONE REGISTRATION
The customer can register via phone by calling the appropriate number below:
Belgie/Belgique (Belgium) 0800 92078
Nederland (The Netherlands) 06 022 59 28
Danmark (Denmark) 800 15 506
Norge (Norway) 800 11 464
Deutschland (Germany) 0130 81 87 32
Osterreich (Austria) 0660 74 14
Espana (Spain) 900 99 32 03
Portugal 05 05 329 275
France 0800 90 70 76
Schweiz (Switzerland) 155 1987
Ireland 1800 55 3220
Suomi (Finland) 0800 11 3261
Italia (Italy) 167 878 403
Sverige (Sweden) 020 794 234
Luxembourg 0800 2269
United Kingdom 0800 96 9018
There is currently no U.S. phone registration for customers.
D. SEND THE DISKETTE WITH PARTIALLY SAVED DATA:
This will not allow Customers to receive their screen savers, however.
1) Although the error message reads that the diskette is full, one file has been written to the disk containing the customer's name, address, model, and serial number. The file is called XXXdata.iqr. (XXX being a survey code based on language selected.)
2) The customer can remove the diskette and place it in the return mailer provided by IBM.
3) At this point the application does not recognize a successful data send by the user and will not allow the customer to install the screen savers. This option is the least preferred method since the customer will still be unable to install the screen savers and will perceive that the error was not resolved.
DELETING FILES FROM A DISKETTE:
Windows 3.1 & Windows NT 3.51
1) Open File Manager from the Main program group.
2) Click on the A: drive below the tool bar at the top left of the screen.
3) File Manager will display the five files that need to be deleted:
Ibmpc.ini
Rdshell.ini
Setup.exe
Setup.w02
XXXdata.iqr
4) To delete the files, press the CTRL key and continue to hold it down while clicking with the left mouse button on each file. Each file will highlight as you select it.
5) When all of the files are highlighted at once, release the CTRL key and press the DELETE key.
6) Click OK" in the Delete dialog box.
7) Click YES" in the Confirm Delete dialog box.
8) At this point the diskette will be blank. Proceed to the instructions marked "A:Use a Disk..." in this note.
Windows 95 & Windows NT 4.0
1) Double click on My Computer
2) Double click on 3.5 Floppy (A:)"
3) The floppy drive A will display the five files that need to be deleted:
Ibmpc.ini
Rdshell.ini
Setup.exe
Setup.w02
XXXdata.iqr
5) When all of the files are highlighted at once, release the CTRL key and press the DELETE key.
6) Click YES" in the Confirm Multiple File Delete dialog box.
7) Click YES" in the Confirm File Delete dialog box.
8) At this point the diskette will be blank. Proceed to the instructions marked A on this sheet.
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General Information | |
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Date Created |
28-01-97 | |
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Last Updated |
28-05-98 | |
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Revision Date |
26-05-99 | |
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Brand |
Cross Brand | |
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Product Family |
Various | |
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Machine Type |
Various | |
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