Report a technical issue

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.

Only users with valid winIDEA licenses are entitled to receive technical support. Read more about how TASKING Licensing works.

Repairs

Delivering deeply tested products is our quality objective, nevertheless, all BlueBox systems come with a 24-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 Hardware Maintenance 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.