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Requesting Support

Prerequisites

Please do not attempt to contact us when you did not already investigate possible solutions for yourself! We expect that you can provide all the necessary details for your use case! Otherwise we might not be able to help you.

If you need help while working with our hardware and software products, you can contact our team at support@kontron-electronics.de.

Please include all the information that is listed below and skip only those parts that are not applicable or not available.

Hardware identification

Please include any information you have on the hardware you are working with. This might include:

  • Product name (e.g. "SoM SL i.MX8MM")
  • Ordering information
  • Serial numbers and/or MAC addresses of the devices
  • Photos of the device
  • Customizations (any modifications you have made)
  • OTP Fuse settings

Software identification

Please include any information you have on the software you are working with. This might include:

  • Software product (e.g. Yocto BSP)
  • Software versions (BSP release, git commit hash)
  • Customizations (any modifications you have made)
    • e.g. custom kernel version (repo/commit)
    • e.g. applied patches
    • e.g. custom Yocto meta layer

Issue description

Please describe the issue you are experiencing or what does not work as expected or desired. Provide all the steps that are necessary for us to reproduce the problem.

Goals/Expectations

Please describe what you want to achieve or what you expect. Describe your use-case and your system if necessary.