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Accessing On-Line Technical Support

Introduction

Contents

This document guides you through QNX Technical Support Portal tasks.

By following the procedures in this document, you can help ensure QNX Software Systems provides you with the best support possible in an efficient and timely fashion.

For more details on the QNX Technical Support Service, how to use the service, and other support contact methods such as email or phone, see the QNX Standard Support Guide or QNX Priority Support Guide. Links to the guides are provided at the bottom of the Support Options page.

Before you start

To access the Technical Support Portal, you need to have an active myQNX account (see Setting up your myQNX account) and have purchased a standard or priority support plan. Then, after you log in, you register your support plan to gain access to the support portal.

To register your support plan, you need the following plan numbers and passwords:

Standard support
QNX ships you a support certificate that includes your plan number and password.
Priority support
Your QNX technical account manager (TAM) provides you with your plan number and password.
Custom support
Your QNX product manager provides you with your plan number and password.

Although you have one user ID for accessing myQNX, each support plan type has a unique plan number and password. For example, if you purchase both standard and priority support, you have a plan number and password for each plan. Because the plans and the cases associated with them are unique, you need to register both of them to take advantage of the services that they provide.

Setting up your myQNX account

  1. Go to www.qnx.com, click myQNX in the top-right corner of the page.
  2. Do one of the following:
    • If you’re already a myQNX member, log in with your email address and password. Then, go to step 9.
    • If you’re new to myQNX, click New Member.
  3. Enter your email address and choose a password that contains alphanumeric characters only.
  4. Click Create Account.
  5. Enter your profile information, and then click Submit.
  6. Check your email for a confirmation key.

    The key is included in a message from the myQNX Account Center with the subject “Please Activate Your myQNX Account”.

  7. To log in, click the URL the message provides or copy and paste it into your web browser.

    The message "Congratulations!" is displayed.

  8. Click Continue.
  9. After the login process is complete, the myQNX account profile page is displayed. You can use this page for the following tasks:

Registering your support plan

To access the Technical Support Portal to enter cases and browse the knowledge base for solutions, you must register your products and the support plans that you’ve purchased.

  1. Go to www.qnx.com and log in to your myQNX account.

    If you don’t have a myQNX account, see Setting up your myQNX account.

  2. On the the lower-right side of the myQNX account profile page, under Support, click Register Support Plans.
  3. Near the bottom of the Registration page, for Support Serial, enter your 14-digit plan number (for example, 102030-12345678), for Password, enter the password that QNX provided, and then click Submit.

    The page displays a response that says you have registered successfully. If you do not receive a response, please send an email to services@qnx.com or go to www.qnx.com/company/contact.

  4. Repeat the steps for each support plan that you need to register.

    After you’ve registered a support plan, it is displayed in the list of registered plans on your myQNX account profile page.

Creating, viewing, and tracking cases

After you register your support plan, you can access the QNX Technical Support Portal, which allows you and your team to create, track, and view the history of cases.

To access the portal, on the right side of the myQNX account profile page, under Support, click Technical Support Portal.

Tab descriptions

A set of tabs near the top of the support portal page allows you to navigate to different resources.

Cases
Displays cases submitted under your support plan. Use the View list to select All Open Cases, All Closed Cases, or Recently Viewed Cases. By default, recently viewed cases are displayed.

To use the A-Z links at the bottom of the list to navigate the list of cases, select a table column heading, and then click a letter to filter the table contents. For example, when you click the Subject column heading, the table content is sorted by the first letter of the subject. If you then click F, only items with a subject that begins with F are displayed. (Click Other to display content that starts with a character other than a letter.)

Support Plans
Displays summary information about your plans. Click the plan or account name to see more details.
Solutions
Allows you to search or browse the QNX Technical Support knowledge database to research your issue before you submit a new case.
Reports
Allows you to access usage reports for support plans that provide services by hourly or dollar amounts.

To create a new case

  1. On the right side of the myQNX account profile page, under Support, click Technical Support Portal.
  2. Click the Solutions tab to search for an existing solution to your issue.
  3. If you cannot find a solution, on the Cases tab, click Create New Case.
  4. For Support Plan, click the magnifying glass button to select the appropriate support plan.

    Alternatively, enter the inital digits of the plan number to display and select from values you have entered recently.

  5. Complete the case form with the details of the issue you want to report, which includes the following tasks:
    • Select the options that match the situation and environment for your issue.
    • For Subject, enter a brief, accurate synopsis that describes the issue.
    • For Description, enter a more detailed description of the issue.
    • For How to Reproduce, enter a test case, the steps you used to isolate the problem or reproduce it, or both.
  6. When you have completed the case form, do one of the following:
  7. A new case is created and the portal sends you the case number and other information via email.

    For standard plans, the QNX Standard Support Team is notified of your new case.

    For priority support plans, your technical account manager is notified.

    For custom support plans, your product manager is notified.

Uploading files for QNX Technical Support using ownCloud

If you have log files that are smaller than 50 MB, you can attach them to a case directly. For files that are larger than 50 MB, QNX Technical Support provides file sharing through an ownCloud instance.

  1. To access ownCloud, on the right side of the myQNX account profile page, under Support, click File Upload Download Tools.
  2. In the list of folders, click the Cases folder to open it. (You may have to create a Cases folder.)
  3. Click New, click Folder, and enter the case number or other meaningful name for the folder.
  4. Use one of the following methods to add your file to the folder:
    • Drag the file from an operating system window to the folder.
    • Beside New, click the up arrow, and then browse to your file to select it.
    • Click New, click From link, and enter the URL for your file.

    The size of your file determines how long it takes to upload and be visible to others.

  5. Optionally, to add a "Read Me" file or other information, click New, click Text File, and then enter a name for the file. In the list of files, double-click the new text file to open it for editing.
  6. Return to the case that the file is related to, click Add Comment, and enter information about the ownCloud folder you created for the case and the files that it contains.

Accessing files from QNX Technical Support using ownCloud

QNX Technical Support uses an ownCloud instance to share large files with customers.

  1. To access ownCloud, on the right side of the myQNX member profile page, under Support, click File Upload Download Tools.
  2. In the list of folders, navigate to the file using the folder and filename provided by QNX Technical Support.

    In many cases, the file is in a folder named Cases in a subfolder with the case number.

    The size of the file determines how long it will take to become visible after QNX Technical Support uploads it.

  3. Do one of the following to access the file:
    • Hover on the file in the list, and then click Download.
    • Double-click the file. If ownCloud can open it, its content is displayed in the web browser. Otherwise, the file is downloaded.

For further assistance

Please contact your QNX support representative if you require further assistance.