What information should I collect before requesting RLink support ?

Dear customers,

Here is a list of questions that we will ask whenever you request any support from Raisonance for RLink.

If you plan to contact us by email, telephone or on the forum, please include all this information in your message
(or have it ready to hand if calling on the phone).
You might even find the problem by yourself while answering ;)

For an easier, faster and more efficient support, it is best to copy the text below in an email,
answer each question and then send it to "support@raisonance.com".

1. Questions on the Raisonance tools...

1.1. What is your Customer Serial Number, if you have one? (open RIDE, click "help"->"About" and look for "Serial Number", or send us a screenshot)

1.2. What Raisonance Software tools are you using and which versions?
What are the versions of your Ride kits? Open Ride7, click "help"->"About" and look for "installed products", or send us a screenshot.

Note that only the latest versions of the software are supported. If you are not using the latest versions, you must update from this website _before_ contacting Raisonance support: http://www.mcu-raisonance.com/index.php?&alias=microcontrollers-link-free-download Support request concerning versions older than the latest will not be serviced. (If you are using an old version, your problem is probably already solved in the latest version)

If you are using some other software (STVD, CAPS, ...), then we will also need the name(s) and version number(s).

1.3. What kind(s) of RLink(s) do you have? (REva? RLink-Std? RLink-STX?)

1.4. What documentation files did you search for a solution to your problem?
Note that all required documentation should be present in your Ride installation folder:
Note also that support requests concerning questions that are answered in the documentation will not be serviced.

1.5. What online forums did you search for a solution to your problem?
Note that most frequently asked questions are already answered in these forums:
Note also that support requests concerning questions that are already answered in the forums will not be serviced.

2. Questions on 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. Do you manage to read the RLink Serial Number from the PC? (open RFlasher, select any ST7 or ARM device as target and RLink as programmer, click "connect to RLink")

2.4. What is your RLink(s) Serial Number? (if you do not manage to read it from the PC? it might be written on the box)

3. Questions on 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? (this is part of the installation of the Ride software. Please confirm you did not cancel it)

Note: if you think that the USB driver is not installed, reinstall RIDE or run "RLinkUSBInstall.exe", which is available on the RIDE CDs and in the RIDE installs.

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 USB driver is correctly installed, the BUSY LED should turn OFF a few seconds after plugging the RLink)

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

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

3.5.2. Does Windows or device manager display a warning or 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. Questions on 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 set on the ADP? (if any)

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

4.2. What is your target CPUs? (we need the complete name of the derivative.)

4.3. What is your target board(s)?

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? (and have you modified 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?

Keep in mind that the RLink's GND is connected to the PC's GND, which is connected to the ground. So your target board MUST be completely isolated from mains. Otherwise some components of the system (RLink, ADP, target board, PC? etc. ) are likely to get damaged.

4.6.5. If we need to get the real board for testing, under what conditions would it be possible? (sign a NDA, return it after the tests, ...)

5. Questions on 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", can you think of 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? (Please give it to us)

5.3. Please make a few tests...

5.3.1. If you have other software, (from ST, Signum, ...) do they all show the same problem? (please tell us what you could test and how it went)

5.3.2. If you have other programmers/debuggers, even other RLinks, do they all show the same problem? (please tell us what you could test and how it went)

5.3.3. If you have other boards/CPUs, (demo boards, ...) even other boards identical to the one showing the problem, do they all show the same problem? (please tell us what you could test 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 this 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 allow 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 you have, our partners (mostly, but not only, the chip manufacturers like ST) might have more technical information than us on the cause of your problem and be able to answer faster and more accurately, or just to help us a little.

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