How to contact the support
From ToradexWiki
Contents |
Before contacting the support
Before you contact the support, make sure that the answer is not already on our webpage.
- Check our Video Tutorials.
- Search in this Wiki for your answer. Use the search function or check the different categories.
- Try our newest Win CE Image, maybe your problem is fixed in a new version. Have also a look at the ChangeLog file of the new images.
- Check our free SourceCode examples
Choose the right support channel
We have for all our product families an own support email address.
- Colibri products (includes all Colibri base boards)
- Oak USB Sensor products
- Limestone PDA Kit products
- Woodpecker products (includes all Woodpecker base boards)
- Robin products (includes all Robin base boards)
The email addresses can be found here: http://www.toradex.com/En/Support
In general we recommend to use email support. But in case you have Support Hours or you think it is easier to solve the problem on the phone you can call one of our offices.
How to write an email to the support
To solve your requests as fast as possible you should add the following information in your email.
Used Module
Which hardware are you using. Exact type and version. e.g Colibri PXA270 520MHz Version 1.2E
Used Base Board
Please specify what kind of base board you used. Do you use your own or do you use one of our standard boards? e.g. Daisy Board.
Installed Software
What kind of OS did you use? e.g Toradex standard Win CE 6.0 image Version 3.5 See also BSP Version.
We recommend to try our newest images, maybe the problem is already solved in the newest version.
You can find the newest versions in the Download Section
Description of your problem
Describe exactly what the problem is, when it occurs and what you already tried to solve it.
In a lot of cases it is also a good idea to add the debug output.
Attachments
Our email server is very restrictive about attachments. We can not receive any: .exe, .dll, .reg, ... files. If you need to send us such files pack the files in a password protected .zip file.
Sample email
To: Colibri Support Subject: TCPMP Plug in Problem Dear Colibri Support, HW: Colibri PXA320 V1.3A with standard Evaluation board. SW: Standard Win CE 6.0 V3.5 Bootloader V3.5 We are testing your optimized TCPMP, but facing some problems. I installed the player on the FlashDisk, started player.exe, open a File over the "Open File..." Dialog. But the playback area was black and an popup with an error message was displayed: "BlockAllocated==0". On serial port I get the following messages: Exception 'Undefined Instruction' (1): Thread-Id=07040016(pth=8519176c), Proc-Id =069c000a(pprc=855a3da4) 'player.exe', VM-active=069c000a(pprc=855a3da4) 'player .exe' PC=4109b2c8(colibri.plg+0x0000b2c8) RA=410967fc(colibri.plg+0x000067fc) SP=0024f 8a4, BVA=00000000 I tried a couple of different movie formats and picture formats but I see always the same behaviour. The display is connected over the VGA port and I used the default resolution of 640x480. Best regards, Happy Customer
Just FYI: The reason for the problem in this sample is, that the current TCPMP plugin does not support Win CE 6.0. It only supports Win CE 5.0
