Problem report

Please use this form if any problem occurs while working with any programmable device and ELNEC programmers. Fill out this form completely to provide as much information as is available to help solve your problem. A complete form will be given priority over an incomplete one. A solution to the problem may be delayed if we don't have a sample device.

Maybe you think the form is too long and some questions are unnecessary. Look please at the form from different point of view:

  • it take 10 minutes at least to complete this form
  • the question are asked to serve also as a simple troubleshooting guide. During the filling out the form you might found the reason of the problem. Typical example is a question: "Have you installed latest version of control program?"
  • if you inform us about the error by one sentence, it is 99% insufficient. The additional questions are necessary to ask, many times in the range of Device problem report form.
  • we are really very sorry, but none of Elnec staff have telepathy capability. Another words, none of us is able to solve or to simulate a problem, without known the circumstances, when and how the problem arise

Fields marked with an asterisk (*) are required.

Basic information
Subject (title of problem):*
Information about customer:
Customer (company name):
Address:
City:
ZIP:
Country:*
Contact person:*
Given (first) name:
Surname (last name):
E-mail:*
Confirm E-mail:*
Where did you buy the product:* distribtor
ELNEC directly
Date of purchasing:*
Date of sending registration card:*
Not send
Information about product:
Programmer (type/modification):*
Specify please if Other:  
Serial number:*
Power supply unit:* From product delivery
Other: (output V and A)
Mains supply voltage: V (in case of 51&AVRprog and PIKprog only)
Version of control program PG4UW:* (for example 2.50)

Information about PC, to which is the programmer attached:
Manufacturer/Type:*
Desktop  Notebook
Processor, speed:*
Operating system and version:*
Communication port type:*
Communication port location:*
Communication port details:*
Information about programmed device you have the problem with:
Device type (full name, prefix/suffix including):*
Vendor (see vendor logos):*
Package (DIL40, PLCC44, SOIC20, ...):*
Package type:
Type of used adaptor for non-DIL package: ELNEC type:*
Serial number of used programming adaptor:
The way of chip programming:*
All designation on the top of programmed device:*
All designation on the bottom of programmed device:

Precedence rating:* in
How often do you work with this devices:*
Number of programmed devices:* approx. pcs per year
Samples are available?* Yes (I'm sending it to speed-up the problem solving; note)
Yes
No
Further questions
Have you installed latest (2.50) version of control program?* Yes No
Do you know thoroughly the features and correct behaviour of the programmer?* Yes No
Did you read the information mentioned in PG4UW software, section "Device/Device info"?* Yes No
In the case of in-ZIF programming: Is the ZIF socket of programmer or adapter free form dust and isn't out of life? Can you rule out surely the wrong contact in the ZIF socket? Are there also the chip outlets free from oxide layer or (de)soldering residues? Yes No
In the case of programming through ISP connector: Did you follow the recommendations, provided by us for ISP mode of the chip, you are programmed, mainly the Recommended target circuit design? Yes No
Do you have datasheet and erata sheets (if exist) of the programmed chip?* Yes No
Do you know thoroughly the features and correct behaviour of the programmed chip?* Yes No
Is the device with problem new or used?* New Used
How many devices have you tested?*
Is the error reported for all of the tested devices?* Yes
No
I have only one device
Is the error reported for devices with another date code?* Yes
No
I have only one batch
How many devices lot (with different datecodes) have you tested?*
Enter device code of tested chips (separated by comma):*
During which procedure is an error reported?* Read
Program
ID check
Insertion test
Is the programmer successful in case of other types of devices?* Yes No
Does the error occur always or randomly?* Always Randomly
Does the programmer work well with other PCs?* Yes
No
Not tested
What is the result of programmer selftest plus procedure (if available)?* OK
Error
Not available
Not tested
What is the result of programmer selftest of ISP connector procedure (in the case of programming through ISP connector)? OK
Error
Not tested
Problem description

Below description should include step-by-step description of all activities that invokes a problem. Please make your problem description as specific as possible - you can increase speed and chance to resolve a problem. This description should be included either what is known to work correctly, either what is failing. Yours comments and descriptions of expectations are welcomed. It's best, send us device with which the problem occurs - it may happen, we haven't currently available in our laboratory the sample of chip, you have a problem with.

LOG window content

The problem report MUST include a exact reports of PG4UW program - the FULL content of LOG window. The result of selftest plus procedure is necessary, if this procedure report some error. Use please next simple procedure to provide a LOG window content: activate menu Help/Create problem report and confirm creation of the PG4UW_LOG_windows_content.txt file on the Desktop of your PC. Then open this file and perform a copy of the content to the next field.

Log file "PG4UW_LOG_windows_content.txt" appear on the "Desktop" and also in this folder: "C:\Documents and Settings\YOUR_ACCOUNT\Desktop\". Maximum file size, you can send, is 256kB.

LOG file of PG4UW program:

Send me a copy of this form on my E-mail

Control Code

Please enter control code from picture*

If control code isn't readable for you, please refresh image.

  

Notes:

  • If you haven't installed latest version of the control program, you can get it from section Downloads. It is very important to have latest version of software, because:
    • it is possible the problem you have is already solved by software update
    • we don't save older versions of software. If we give you instructions "please perform next steps...", your software version may not behave in the same way as the latest version of SW, which is always used by us.
  • in the case of sending samples, please attach to the package this declaration for customs: "Free sample(s), not for commercial sale. Value for customs purposes only: $10US"