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Technical Questions & Repairs

1. Go to Help | Sup­port | Tech­ni­cal sup­port dia­log in winIDEA to gen­er­ate a Sup­port (WSB) file.
2. Depend­ing on the issue, include the fol­low­ing files in the WSB file:
   • Down­load file - for gen­er­al issues. We will run your appli­ca­tion and try to repro­duce your issues. A min­i­mal sam­ple appli­ca­tion that repro­duces the issues is usu­al­ly enough for us to solve them. We have signed NDAs with most of our cus­tomers for this par­tic­u­lar pur­pose.
   • Trace record­ing (.trd file) - for trace relat­ed issues
3. Attach the WSB file to your com­mu­ni­ca­tions with the TASKING Sup­port staff. We will use the sup­port file to repli­cate and inspect your work­space set­tings. The crash dump file is also locat­ed in the WSB.
4. In addi­tion to the WSB file, you can also attach the fol­low­ing attach­ments to your com­mu­ni­ca­tion:
   • ORTI file or/and an OS descrip­tion XML file - for oper­at­ing sys­tem-relat­ed issues
   • iyaml file - for testIDEA-relat­ed issues
   • Python script - for winIDEA SDK
5. Please pro­vide a detailed descrip­tion of your prob­lem. The fol­low­ing infor­ma­tion will speed up resolv­ing your issues:
   • Hard­ware type and winIDEA ver­sion.
   • The exact steps to repro­duce the issue.
   • Has the prob­lem­at­ic func­tion­al­i­ty ever worked in the past? If it did, what changed?
   • Do you have any inter­nal or exter­nal watch­dogs enabled?
   • In case of HW issues, have you tried switch­ing HW com­bi­na­tions (cable, adapter, emu­la­tor, tar­get, PSU)? A photo of your setup.
   • A schemat­ic of your tar­get board.

Fail­ing to pro­vide all the need­ed infor­ma­tion in this step will result in addi­tion­al cor­re­spon­dence and pro­long the time to solu­tion of your issues.

Deliv­er­ing deeply test­ed prod­ucts is our qual­i­ty objec­tive, nev­er­the­less, all Blue­Box sys­tems come with a 12-month war­ran­ty. TASKING pro­vides a free exchange sys­tem or a free repair dur­ing the war­ran­ty peri­od if the hard­ware mal­func­tion is not the result of an over­volt­age, mechan­i­cal dam­age, or dam­age caused by ingress of liq­uids.

See Hard­ware­Care for replace­ment terms and con­di­tions.

If some­thing should go wrong with your hard­ware, fol­low these steps to get you up and run­ning in the short­est time pos­si­ble:

1. Con­tact the Sup­port team with the hard­ware type, ser­i­al num­ber, and descrip­tion of the prob­lem.
2. If the prob­lem proves to be a hard­ware mal­func­tion, the sup­port team will send you an RMA (Return Mate­r­i­al Autho­riza­tion) form.
3. Fill out the RMA form with the required infor­ma­tion includ­ing a descrip­tion of the prob­lem. The bet­ter you describe the prob­lem, the faster we can resolve the issue.
4. Send the RMA form back to the Sup­port team and you will receive fur­ther infor­ma­tion about where to send the mal­func­tioned hard­ware.
5. When you pack the hard­ware, also include a print­ed RMA form.

The repaired parts war­ran­ty is 12 months.Only users with valid winIDEA licens­es are enti­tled to receive tech­ni­cal sup­port. Read more about how TASKING Licens­ing works.

Need help? Cre­ate a sup­port tick­et now to get in touch with our sup­port team.