I suspect I have a board issue with my Xilinx Evaluation Kit.
What steps do I need to take to resolve this?
Board issues can present themselves in three distinct forms:
Visual / Mechanical
Visual / Mechanical failures refer to physical damage on Xilinx Boards or Evaluation Kits and can be noted by visually inspecting the board upon arrival.
These could include:
For Visual / Mechanical failures, customers should open a case in the Service Portal to report this failure directly to the Development Systems team.
Subject to the board(s) being in warranty (90 days), a member of that team will process the RMA request and work with the customer to arrange replacement.
Administrative failures would include administrative issues such as wrong part received, wrong quantity received, etc.
These could include:
For Administrative failures, customers should open a case in the Service Portal to report this failure directly to the Development Systems team.
Subject to the board(s) being in warranty , a member of that team will process the RMA request and work with the customer to arrange replacement.
Electrical failures on Xilinx Boards and Evaluation Kits are also handled through the Service Portal
Customers with suspected Electrical issues on their Xilinx Evaluation Kit must open a case in the RMA Portal to begin the debug process.
Once the RMA Portal Case has been opened, a member of Xilinx Technical Support will contact the customer directly to fully debug the issue.
If the issue cannot be resolved through working with Technical Support, and if the board is within warranty (90 days), the RMA request will proceed to the Development Systems team who will contact the customer to process the request.
The Service Portal is the tool customers use to begin investigation of Xilinx Evaluation Kit issues. It is important that all information entered in the Service Portal is accurate and as detailed as possible, to ensure prompt resolution.
The Service Portal is accessed from this link: https://www.xilinx.com/support/service-portal.html
Customers must log in to their xilinx.com account to gain access to the Portal:
Once logged in, customer can open an RMA Case
Then customers should choose the nature of the board problem they are faced with, whether Electrical, Visual Mechanical, or Administrative:
Customers are then asked for contact details, board failure details, distributor details (if applicable) and have the ability to attach files to explain the issue they are faced with in greater detail.