Support
Before contacting Willert with a support question, please make sure you
have read the relevant sections for your question from this
documentation. You can use the Alphabetical Index
to locate the question related sections of the online documentation.
Also make sure you have read the readme file which was displayed
during framework installation and is available in
<your Rhapsody>\Share\WST_RXF_V5\<your product>\Readme.txt.
On the Web there are also different resources that might help you to find a quick answer to your question:
Contacting Willert Software Tools' Support Team
Willert Software tools handles support questions following a defined
process to prioritize support questions and answer as soon as possible.
Please contact us, following these guidelines:
- send all your support questions via email to support@willert.de
- preferably in english
- the subject line should very briefly describe your question (e.g. preferably "StraussV5.1r1: CreateRXFLibrary missing RxfConstants.h" instead of "RXF problem")
- your email must include the following version information:
- RXF version, e.g. BeethovenV5.3r2
- Rhapsody version, e.g. Rhapsody in C 7.2 MR1 Build xxxx
- Toolchain versions, e.g. Keil uVision3 V3.53, Armcc.Exe V3.1.0.903, ArmLink.Exe V3.1.0.903
- RTOS version, if applicable
- Hardware Configuration Wizard (e.g. DAvE or ProcessorExpert) version, if applicable
- Attachments of relevant files, see below.
You will soon receive a confirmation email which includes a unique
id for your question in our support ticket system. Please include the
ticket number (e.g. #123) in the subject line of every additional email
you send us regarding that topic. After receiving an answer from our
support team, please send your replies to support@willert.de
again. Following our process the mail will be handled as soon as
possible by the support team even if the team member you last heard
from is currently unavailable.
Attachments
You should think about attaching one or more of the following files to your support email you send to support@willert.de, to enable us to quickly find a helpful answer:
- in general
- screenshots often help understanding your question. Please attach screenshots in JPG or PNG format.
- especially if you experience problems shortly after a product has been installed:
- <your Rhapsody>\Share\WST_RXF_V5\<your product>\WST_Install_Log_<date>_<time>.txt, containing detailed information about possible problems during RXF installation
- <your Rhapsody>\Share\WST_RXF_V5\<your product>\Doc\BOM.txt, containing a listing of all file revisions contained in your product (bill of material)
- <your Rhapsody>\Share\Properties\Site<Language>.prp, helpful if the installer had problems modifying this file
- if you experience a problem that might be related to the WSTDeployer:
- <your Rhapsody>\Share\WST_RXF_V5\<your product>\Tools\WSTDeployer\WSTDeployerLog.txt, containing a detailed log of everything that happened or went wrong during deployment
- if your question is related to your UML model
- file <model name>.rpy and folder <model name>_rpy
including contained files, compressed as a ZIP archive. Often there is
no other way to answer your model specific questions than looking at
the model ourselves. If you may not send your model, the model is too
complex to easily describe when it goes wrong or if special hard- and
software is required for reproduction, you should consider creating a
tiny example model that lets you reproduce the same problem and send
the tiny one.
Using IBM Rational's "Email Technical Support" Dialog
Another way to contact the Willert support team is to use the Rhapsody
built-in support dialog. You can open it using the menu Tools | Email
Technical Support:
Fill in all details and do not forget to check if you included all information mentioned above on this page. When done, press "Preview and Send". Your email application should come up.
ATTENTION: Please make sure you send the email to support@willert.de and not to IBM Rational.
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Software Tools GmbH. All rights reserved.