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Customer Service ? Customer Support ? Contact Support?

Through close collaboration with technology and manufacturing partner Taiwan Semiconductor Manufacturing Company (TSMC), Xilinx has been able to deliver an All Programmable portfolio that continues to deliver a 1.5-2X system level performance and integration value advantages that places Xilinx a generation.

Technical Communities Support

Xilinx support engineers are actively monitoring and answering questions on the following communities:

Online Support

Individual assistance from Xilinx Technical Support may be available. Create a service request to see your specific support options

Self Help Resources

The following technical support options are available to Xilinx customers 24 hours online:

Phone Support

Phone support is only available with an active open case number

Phone support is only available with an active open case number

Phone support is only available with an active open case number

Xilinx provides customers with component failure analysis service, where appropriate, to help improve the quality and reliability of Xilinx and customer products and manufacturing processes.

  • Electrical Failure: Functionality issue found after reflow. This includes devices not functioning to specifications, such as electrical and programming failures
  • Visual Mechanical: Issue found before reflow (physical defects). To be considered for a return you may not use or mount these obviously damaged parts.
  • Administrative Returns: Issue found at Receiving / Incoming Inspection (Quantity, Labeling, Packaging issues)

Xilinx will confirm receipt of your request upon submission and a Customer Quality Engineer (CQE) will be assigned as your main case contact.

  • The CQE team determines if the request warrants analysis. You may be asked to provide further information regarding device failure.

  • RMA Portal - Submit & track all component analysis requests including:
    • Electrical Failure: Functionality issue found after reflow
    • Visual Mechanical: Issue found before reflow (physical defects). To be considered for a return you may not use or mount these obviously damaged parts.
    • Administrative Returns: Issue found at Receiving / Incoming Inspection (Quantity, Labeling, Packaging issues)

The Xilinx RMA Portal allows you to:

  • Submit RMA requests easily and receive instant request confirmation
  • Add and receive new case data in real time
  • View Xilinx commit dates at each process step
  • Query open and closed cases
  • Track complete RMA history and performance on one page

Xilinx provides customers with component failure analysis service, where appropriate, to help improve the quality and reliability of Xilinx and customer products and manufacturing processes.

Functional failures may be returned for failure analysis. This includes devices not functioning to specifications, such as electrical and programming failures.

Other issues, such as Visual or Mechanical damage seen before reflow, or Administrative issues found for example at a customer’s Receiving or Incoming Inspection areas, will also be investigated based on case submission through the Xilinx RMA Portal.

Xilinx will confirm receipt of your request upon submission and a Customer Quality Engineer (CQE) will be assigned as your main case contact.

The CQE team determines if the request warrants analysis. You may be asked to provide further information regarding device failure.

Important:

For Electrical RMA Analysis Requests, if possible, DO NOT REMOVE THE FAILED PART before Xilinx responds to your request and directs you to follow the WP 192 - SMT Package Rework instructions for proper device removal.

RMA Portal Tutorial

  • Log in to RMA Portal.
    • If you do not have a Xilinx.com account you will need to create one
    • We advise that you complete or update MyProfile before submitting a new case. This will allow pre-population of contact information when opening a new case
  • Select Open New Case
  • Ensure that the correct case type is chosen – examples of the different case types are noted by selecting the help function.
  • Complete required information including Contact Information, Failure and Device Info, and Failure Detail
  • Submit the RMA request

You may contact your FAE or authorized sales representative for assistance.

Your timely, accurate response to the CQE team via RMA Portal helps speed up our failure analysis turnaround time. Be sure to:

Xilinx will confirm receipt of your case upon submission and a Customer Quality Engineer (CQE) will be assigned as your main case contact. The CQE team determines if the request warrants analysis. You may be asked to provide further information regarding device failure.

Your timely, accurate response to the CQE team via RMA Portal helps speed up our failure analysis turnaround time. Be sure to:

  • Complete all required Open New Case request information
  • Respond promptly to our requests for any additional failure information
  • Address any recurring issues in your manufacturing process and/or application
  • Note that our analysis may not directly improve either your or Xilinx products or processes

Xilinx cannot accept RMA requests under the following circumstances:

  • Failure analysis requests for engineering sample (ES) devices
  • Devices not purchased through a Xilinx-authorized channel
  • Gross or mechanical damage to the device (such as Vcc/Gnd short or multiple Open/Short pins after reflow)
  • Encrypted devices
  • Devices not covered by Xilinx warranty/terms and conditions

Software Returns

Xilinx development tools may be purchased at a number of locations, such as a distributor, sales representative, or Xilinx business development.

To return or exchange Xilinx development tools, please contact the source where it was purchased.

For software technical support, you can access Xilinx self-service tools 24/7 on www.xilinx.com/support.

Board, Development Kit and Cable Returns

Loaner boards or cables not originally purchased or never officially for sale are not eligible for return or exchange.

For Visual Mechanical or Administrative Development Kits Returns:

  • For boards or cables purchased through normal distribution channels, either contact your distributor for assistance with the RMA process or submit your own RMA request at the RMA Portal.
  • To return a board or cable purchased directly from Xilinx or through the Xilinx Online Store, please log into the RMA Portal to submit a request.

For Electrical Development Kits Returns:

  • To begin the returns process for a suspected Electrical Development Kits RMA, please log into the RMA Portal to submit a request.

What type of product license help do you need?

Free or Evaluation Product Licenses - After completing the installation of ISE Design Suite, the Xilinx License Configuration Manager (XCLM) will start automatically and guide you through the licensing process.

You may also go directly to the Xilinx Product Licensing Site to obtain licenses for free or evaluation products if you decided to skip this step during product installation.

Purchased Products – If you have purchased ISE Design Suite products or IP Cores, a notification e-mail with licensing instructions has been sent to the Account Administrator for your site. Please locate this notification and follow the instructions to obtain your license for purchased products.

Visit the Xilinx Product Licensing Site to generate a License Key.

License keys for IP cores shipped after ISE v6.3 or EDK v6.3 - If your IP core product is in warranty, the Xilinx Product Licensing Site will automatically generate a license key file that enables both the current release IP version as well as prior versions of the core, up to the IP versions shipped against ISE v6.3 and EDK v6.3.

Visit the Xilinx Product Licensing Site to generate a License Key.

If your legacy IP Core product is not in warranty, or if you need to obtain a license key for IP versions shipped prior to ISE v6.3 or EDK v6.3, Contact Xilinx Software Customer Service

Most Xilinx and Xilinx partner board kits with support for ISE Design Suite version 11 or later contain a product voucher that may be redeemed for associated ISE Design Suite tools and / or IP Core licenses.

Visit the Xilinx Product Licensing Site to redeem a product voucher.

  1. Proceed to the Xilinx Product Licensing Site
  2. Click on the “Manage Licenses” tab.
  3. Highlight the license file entry for the host you wish to update
  4. Click the “Modify License” button
  5. Update the host information on the corresponding screen.

You will be required to agree to an affidavit of destruction in order to complete a re-host operation.

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