Tech Support Precedures
Problem Description
a. Customer should describe the problem via e-mail in details, including
error print-outs or log files if applicable. Screen captures
are sometimes a fast, convenient way to document error
messages; any screen capture images should be attached to the
e-mail.
b. For possible hardware problems, Customer should attach to
problem description e-mail digital scope and/or logic
analyzer screen captures, if available.
c. Customer should list the DSP code binary being used, if
applicable, and the host program being used, if applicable.
If application-specific non-Signalogic and/or non-Texas
Instruments DSP and host code is being used, the Customer
should provide careful and complete detail on the part of
the application-specific code that is believed to be related
to the problem.
d. In cases where significant time has elapsed between
delivery and the tech support issue, Customer is
encouraged to supply file date/time and size
information for the following files that are relevant
to the board and DSP type being used:
\windows\system\hwlib.dll
hwlib32.dll
enmgr.dll
enmgr32.dll
hwmgr32.dll
hwmgr32.dll
\hsmacro\hsmacro.exe
hsmacro.ovr
tmsc54x.out
tmsc620x.out
tmsc6x11.out
tms6xiim.out
c620xhi.out
c6201hi.out
dskc54hi.out
dskc6xhi.out
Initial Signalogic Response
a. Signalogic engineers will respond to the problem via e-mail.
In some cases, for example questions about location of
software instructions, source code examples, updated files for software, schematics,
diagrams or other documentation..., a technical marketing
person may reply instead of an engineer.
b. The response is normally within 24-48 hrs, but not always.
c. A problem ID number may be assigned and included in the
subject line of the reply, and this ID number *should not*
be removed in subsequent replies.
d. The Signalogic response may include instructions to run
various Signalogic development tools, test utilities, and
demo programs.
Methodology of Debug and Problem Reproduction
a. Signalogic engineering responses normally are oriented
towards trying to reproduce the problem with the standard
Signalogic and Texas Instruments software and hardware
development tools, although this is not always possible.
b. Signalogic engineers may ask Customer to run certain
instrument or other waveform measurement tests using
software utilities in Hypersignal, DirectDSP, or VDS
software, capture a waveform or other screen plot, and
send to Signalogic.
c. Customer should understand they may need to simplify their
test, comment out sections of source code, re-connect
hardware in a different manner, etc. in order to move
closer to a way of reproducing the problem using standard
tools and configuration that are available to Signalogic
engineers. The "farther removed" the Customer's problem
from a standard configuration, the longer it may take to
find an answer or work-around.
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