Support

This page is available only in the English section of our web site.

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.