What information should I collect before requesting RLink support ?

To improve the efficiency of getting a support response, please provide the following information when requesting support about RLink:

1.  About the Raisonance Software tools you are using:

1.1.  RKit Serial Key (if you have one):
         (Open RIDE, click Help >About and look for Serial Number, or send us a screen capture)

1.2.  Raisonance Software and versions:
        (Open RIDE, click Help >About and look for Installed Products, or send us a screen capture)

Note: Only the latest versions of the software are supported. If you are not using the latest versions, you should update them from the Raisonance support website before contacting support. If you are using an older version, the problem may already be solved in the latest version.

        If you are using some other associated 3rd-party software (STVD, CAPS, etc), pleaes include the name(s) and version(s):

1.3.  What kind of RLink are you using? (RLink-STD, REva, PRIMER, etc.)

1.4.  What documentation files did you search for a solution to your problem?

Note: All required technical documentation should be present in your Ride7 installation folder on your PC:  <Installed Directory>\Ride\doc\...


1.5.  What online forums did you search for a solution to your problem?

Note: The most frequently asked questions are already answered in these forums:

2.  About the RLink:

2.1.  Does the PWR LED turn ON when you connect RLink to the PC?

2.2.  Does the BUSY LED turn ON when you connect RLink to the PC?
(even for a short time: if all goes well it should remain ON for only about one second on a fast PC)

2.3.  Does the BUSY LED turn OFF after turning ON when you connect RLink to the PC?

2.4.  Can you read the RLink Serial Number from the PC?
         (Open RFlasher, select any STM8, ST7 or ARM device as a target and RLink as programmer. Click "Connect to RLink")

2.5. What is your RLink(s) Serial Number?

3.  About the host system:

3.1.  What is your host system?
         (CPU, version of Windows, service pack(s), etc.)

3.2.  Did you install the USB driver?
        (RLink USB driver is part of the Raisonance software installation. Please confirm you did not cancel it during the installation process.)

Note: If you think the USB diver is not installed, reinstall Ride or run "RLinkUSBInstall.exe, which is available in the Ride install directory.

3.3.  Did the installer report an error?

3.4.  Does the BUSY LED stay ON when you connect RLink to the PC?
         (If the RLink USB driver is correctly installed, the BUSY LED should turn OFF a few seconds after plugging in the RLink)

3.5.  Does RLink appear in the Windows device manager when it is plugged into the PC?

3.5.1.  In which section of the device manager does the RLink appear?

3.5.2.  Does Windows or the device manager display a warning or an error for the RLink?

3.6.  Can you read the RLink Serial Number? (open RFlasher, select any ST7 or ARM device as target and RLink as programmer, click "connect to RLink")

4.  About the target:

4.1.  How are the RLink and target connected?

4.1.1.  Which version of which ADP (adapter) are you using?

4.1.2.  How are the jumpers (if any) set on the ADP?

4.1.3.  Which connector (standard or not) is used on the target board?

4.2.  What is your target CPU?
        (Please provide the complete name of the derivative.)

4.3.  What is your target board?

4.3.1.  Please send us the schematic of the board.

4.3.2.  If it is a commercial board, what is its manufacturer and exact reference?
           (Please tell us if you have made any modifications to it.)

4.4.3.  What is the configuration of the jumpers and switches on the board, if any?

4.5.4.  How do you power the board?

Note: The RLink GND is connected to the PC's GND, which is connected to ground. Your target board must be completely isolated from the mains. Otherwise some of the components of the system (RLink, ADP, target board, PC, etc.) may be damaged.

4.6.5.  If we need to get the actual board for testing, under what conditions would it be possible?
            (Non Disclosure Agreement, return after tests, etc.)

5.  About the problem itself:

5.1.  Please describe the problem you are experiencing as precisely as you can:

5.1.1.  What software are you using (RIDE, RFlasher, CAPS, STVP7, ...)?

5.1.2.  What is the simplest sequence of operation that we can perform in order to trigger the problem?

5.1.3.  How does the problem manifest itself?
           (Please write down all error messages, if any, or make screenshots.)

5.1.4.  Did the problem appear in a configuration that was working before?

5.1.5.  If the answer to the previous question was "yes", note anything that changed between the last time it succeeded and the first time it failed?

5.2.  Do you have any comment or personal interpretation of the problem?

5.3.  Please do these tests:

5.3.1.  If you have several software that you use RLink with (Ride, STVD, Signum), do all software show the same problem?
            (Please tell us what you tested and how it went.)

5.3.2.  If you have other programmers/debuggers (RLinks, REvas, ST-Link, etc), do they all show the same problem?
            (Please tell us what you tested and how it went.)

5.3.3.  If you have other boards/CPUs, do they all show the same problem?
            (Please tell us what you tested and how it went.)

5.3.4.  If the problem appears with a particular application, can you send us your project?
Note: If we need it, we will need the complete project folder, including source, include, object, hex and listing files.
In some specific cases, the hex file might be enough, but we cannot guarantee that. We can sign NDAs if the information is confidential.
We can work with a reduced version of the application, if it shows the same problem, but we need a complete project that we can recompile here.

5.3.5.  If you only have one application, please try to reproduce the problem with one of the examples provided with RIDE, or try to reduce your application until there is only the minimum remaining for showing the problem.

6.  Do you authorize us to share the information in the answers to this form with our partners?
Note: This is NOT for advertising purposes. Depending on the problem, our partners (such as STMicroelectronics) may have more technical information about the cause of your problem, and may be able to answer faster and more accurately.

Thank you for taking the time to answer.

You will see that it has not been wasted, because it allows us to provide you with fast and efficient support.

Best Regards,

The Raisonance Support team