Difference between revisions of "Compulab Technical Support"

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Compulab provides support for its products through the [http://compulab.co.il/supportdb/ online support system].
 
Please refer to the [http://www.compulab.co.il/supportdb-help/ SupportDB help] page for information about the system and its use.
 
  
Please use the following template when you open an issue:
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= Compulab Support Policies =
# State the hardware product revision
 
# State the software release date you are using
 
# Does the problem occur on CompuLab evaluation platform?
 
# What is the symptom (upload a log file)
 
# What are you expecting
 
# Steps to reproduce
 
# Additional relevant information
 
  
Providing all the above information will enable us to provide faster and more accurate support.
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* Compulab provides engineering technical support via a dedicated ticketing system called [https://supportdb.compulab-systems.net/ Engineering Support Portal]
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* Access to the support portal is available immediately following purchase of evaluation kit and project registration.
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* To receive your '''support account credentials''' please contact [mailto:embeddedsupport@compulab.co.il embeddedsupport@compulab.co.il].
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* Technical support is provided directly by Compulab R&D engineers responsible for hardware and software development of the supported product.
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* Support requests are automatically routed to the relevant Compulab engineer based on product type and request category.
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* Each project and product should use a separate support account for each entity. Within each support account, it is possible to add multiple "users" from your team.
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* For more detailed information about using the Engineering Support Portal, please refer to our [http://www.compulab.co.il/supportdb-help/ Support Portal Help] page.
  
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= Support Guidelines =
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To ensure a quick and accurate response from our support team, please follow the following guidelines when submitting a support ticket.
  
=== Issue report example ===
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=== Specific Technical Question ===
I am using the Windows CE package for CM-X300 released on 13/4/2014, and downloaded from [http://www.anotherinvalidplace.nul| www.anotherinvalidplace.nul].<br>
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*Each ticket should focus on one clearly stated question.  
The following happens on Compulab's eval board (CM+SB):<br>
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*For hardware (HW) and software (SW) inquiries, please provide explicit references to the instructions you are trying to implement.
RTC fails to save the time.<br>
 
I expect the date and time to persist when doing a software reboot.
 
<br>''To reproduce'':
 
* turn the module on
 
* Set the time and date
 
* Reboot the module using Software reboot
 
* Check the time
 
''Additional info'':
 
* Doing the same experiment with a GPIO reset succeeds.
 
* The device is powered by the battery when doing this.
 
* Plugging the device to the power supply resolves this.
 
<br>
 
The log file is attached <br>
 
Thanks,<br>
 
Someone
 
  
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=== Troubleshooting ===
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* For troubleshooting inquiries, please have an available Compulab evaluation board loaded with stock O/S image for comparison and reference.
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* Upload the logs as a separate text file rather than pasting them in the ticket body or providing them as a photo of the screen.
  
[[Category:Windows CE]]
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=== Problem Reporting or RMA ===
[[Category:Linux]]
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* Include information about the product serial number, expected behavior, steps to reproduce the problem in our Lab, and any other relevant details.

Latest revision as of 14:53, 20 August 2023

Compulab Support Policies

  • Compulab provides engineering technical support via a dedicated ticketing system called Engineering Support Portal
  • Access to the support portal is available immediately following purchase of evaluation kit and project registration.
  • To receive your support account credentials please contact embeddedsupport@compulab.co.il.
  • Technical support is provided directly by Compulab R&D engineers responsible for hardware and software development of the supported product.
  • Support requests are automatically routed to the relevant Compulab engineer based on product type and request category.
  • Each project and product should use a separate support account for each entity. Within each support account, it is possible to add multiple "users" from your team.
  • For more detailed information about using the Engineering Support Portal, please refer to our Support Portal Help page.

Support Guidelines

To ensure a quick and accurate response from our support team, please follow the following guidelines when submitting a support ticket.

Specific Technical Question

  • Each ticket should focus on one clearly stated question.
  • For hardware (HW) and software (SW) inquiries, please provide explicit references to the instructions you are trying to implement.

Troubleshooting

  • For troubleshooting inquiries, please have an available Compulab evaluation board loaded with stock O/S image for comparison and reference.
  • Upload the logs as a separate text file rather than pasting them in the ticket body or providing them as a photo of the screen.

Problem Reporting or RMA

  • Include information about the product serial number, expected behavior, steps to reproduce the problem in our Lab, and any other relevant details.