1. Verigy V93000 Service Training
Module 27:
Support Necessities
Module 27: Support Necessities
Objective:
Given:
Study Guide
Quiz
Answer questions concerning support necessities needed for increased uptime for the V93000 test platform. 90% correct answers are required to get credit for this module.

2. Linux PC Support Strategy
Verigy is first point of contact for supporting LINUX PCs.
Quick response time for LINUX PCs.
PC-HW support and repair will be finally performed by a subcontractor – Hewlett Packard (HP)
27 - Support Necessities

3. Log Files Needed During Support Call
Needed on Request:
complete software release name <Software Revision from UI Report Window>
/tmp/ReportWindow.dump
/var/opt/hp93000/soc/diagnostic/edc_codes
/etc/opt/hp93000/soc/model
If Diagnostic fails...
/var/opt/hp93000/soc/diagnostic/di_log_file_<most current time>
/var/opt/hp93000/soc/diagnostic/didi_matrix.fail
If Calibration fails...
/var/opt/hp93000/soc/calibration/cal_log
/var/opt/hp93000/soc/calibration/std__
If V93000 software fails to boot...
/var/opt/hp93000/soc/MCDboot.log
/var/opt/hp93000/soc/prog_bug_log
27 - Support Necessities

4. Serial Number Location
27 - Support Necessities

5. Web-Based Call Logging Procedure
Verigy customers can now log Cooperative Support calls via our Web site. The benefits to you are ease of call logging, ability to include a more complete problem description and information to return your phone call.
To log a call via our web site please follow these instructions.
1. Run your web browser and enter the following URL:
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6. Web-Based Call Logging Procedure
2. The URL opens the following screen for System Handle entry.
27 - Support Necessities

7. Web-Based Call Logging Procedure
3. Follow the on-screen instructions.
Be sure to enter your handle in UPPER CASE CHARACTERS
Select United States from the drop-down window
4. Click the Submit button.
The Submit Case form is displayed.
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8. Web-Based Call Logging Procedure
27 - Support Necessities

9. Web-Based Call Logging Procedure
5. Fill out the fields labeled with an asterisk (*).
Be sure to provide:
“Submitted By” name
“Area Code” and “Phone Number” to return your call
“Product Number”
“Serial Number”
Complete “Problem Description”
Enter as much information as possible in this field. There is ample space to type a full problem description, including details of the problem and specific telephone call-back numbers.
27 - Support Necessities

10. Web-Based Call Logging Procedure
In the “Reply Via” field you have a choice of “Phone” or “ ”. If you select “Phone”, Verigy will return your call to the indicated phone number.
If you select “ ” as a reply method, enter your address and Verigy will reply by this method. Additionally, if you supply your address, a copy of the logged call will be ed to you.
6. After filling out the required fields, click the “Submit” button.
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11. Web-Based Call Logging Procedure
This screen shows a typical logged call. Notice the Case ID number. All information entered in step 5 appears on the logged Case.
7. Print a copy of this screen for your records and wait for a return call from Verigy.
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12. Call Logging via Phone
Notes
The web-based call logging URL is subject to change.
Our servers are periodically taken down for maintenance. Should you encounter any trouble with web-based call logging, please dial: US
Europe or
Japan
Taiwan
China
Philippines
Have your system serial number available for logging a service call. Our dispatcher will take your request, log a call, and page our support engineers.
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13. Registration to the Verigy SOC Technical Support Website
Why register for Service & Support Content & Capabilities?
To find more valuable content in the Semiconductor Test Equipment area of the Verigy website please register. With your registration, our site will provide you with a variety of technical support information, including:
User & Service documentation
Application notes & technical papers
Access to the Emergency License Facility
Frequently Asked Questions (FAQs)
Submit Question
DUT board design information
Software updates and downloads
and more!
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14. Registration to the Verigy SOC Technical Support Website
How to Register for Service & Support Content & Capabilities-
You will need your system product and serial number which can be found on the testhead, either next to the remote control connector on the user connector panel or located by the water hose inlet/outlet area. system product number: Instead of product number, please use: “Service Trained” system serial number :
Go to
Click on “Login or Register” link (top left of web page beside key)
Click the “Register” link 
Complete the form with all required fields, product (use “Service Trained”) & serial number
“Register/submit”  After you submit, your request to access our site will be approved quickly- an account will be setup & you will receive a confirmation message via . After your account has been successfully setup, if you encounter any problems logging into our site or have comments, technical questions, or complaints- please select “Webmaster” link at bottom of the page.
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15. Location for Service Manuals
27 - Support Necessities