In order to help you understand why we need the devices and information listed below, an explanation of our process may be useful: We have many hundreds of device algorithms created to program most of the flash devices available. We work on various device related problems on a constant basis. Sometimes, device die changes and structural changes cause problems. Sometimes newer devices and algorithms will not work correctly on older versions of firmware. Sometimes, the programmers themselves, or the socket adapter boards have problems. In order to efficiently identify, reproduce and correct problems, we need to standardize our approach. First, we read the event log to try and narrow down the sources of the error. Next, we try to reproduce the problem using the exact devices that are failing, and the same versions of firmware/software and your data file, if possible. This is also the best way to ensure that the repair will work on your machine. Lastly, If we have a clear description of the error and the frequency and conditions under which it occurs, this can be quite helpful in identifying the source of the problem.
Problem: Error, how and when it occurs
Required: 5 Devices
Required: Machine Serial Number:*
Required: Model Name:*
Required: Software Version*
Required: Firmware Version*
Required: FDROOT/Job export
Required: Data File
Required: Event Log .zip
