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Support News

Wednesday, 16th April 2008
JN-AN-1085 Jenie Tutorial Added Initial Release Friday, 11th April 2008
JN-UG-3050 JN5139 EK020 Getting Started Added Initial Release Friday, 11th April 2008
JN-UG-3040 JN5139 EK020 User Guide Added Initial Release Friday, 11th April 2008
JN-RM-2037 DR1080 Starter Board Added Initial Release Tuesday, 8th April 2008
JN-AN-1069 802.15.4 Wireless UART with Flow Control Added First release Tuesday, 8th April 2008
JN-AN-1083 Jenie Wireless UART with Flow Control Added First release

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Home / Support / Technical Support At Jennic Site Map

About Technical Support

Overview

Technical Support is Jennic's free online self-service portal that allows you to create and modify support requests, known as tickets, at any time of day or night. Tech Support provides real-time updates. Anyone who is registered with a profile can use the portal, although the service is primarily designed for Jennic software and device users.

Getting Started

Important: Jennic has recently updated the user authentication mechnism and requires a new set of cookies be accepted by browsers. We strongly recommend users update their browser cache by pressing CTRL+F5 (Firefox) or by following the instructions here... (IE6)

New Users

Click "create Account" in Login panel, complete the form and tick the "Request Technical Support option." You will be notified by email that your account is available and requires activation.

After activation, you will be asked to complete your profile information.

Existing Users

Please login in and go to Account details, select Request Tech Support and complete profile information, ensuring all mandatory fields are filled in.

You will only need to enter profile information once. Details can be changed at any time once logged in.

Await notification of tech Support availability. This will normally take one working day. Please email web_DOT_admin_AT_jennic_DOT_com if you don't receive anything after this time.

Follow the instructions. After logging in, you should notice the link to the the self-sevice portal appearing on the Tech support panel on the support home page. Click to access.

Features

Fast support requests immediately directed to the appropriate Jennic Application Engineers for resolution
File attachments, you can attach files to your support request for faster diagnosis
Monitor Open Support request Status
Add and receive new support request data in real time
Automatic notification—you are notified by email of any updates, or alternatively, use the self service portal to view your open/closed tickets

Jennic is committed to providing high-quality online customer service. If you are having difficulty logging in, or need assistance with your support request, or would like to recommend an enhancement to Jennic Online Services, please email web_DOT_admin_AT_jennic_DOT_com

Usage

A ticket is a support request you make for information about Jennic products or services. After receiving notification your Technical Support has been activated, simply log-in and follow the self-service link off the Support homepage.

Ticket Creation

The default view shows your active support request tickets. To create a new ticket click the link in the top menu bar. You then enter specific information relating to your support request.

Subject Title:	A short summary of the support request.
Attach File:	Upload a single file. This can be source code or images. Note that mutiple files should be zipped up to a single archive if necessary.
Description:	Detail the support request. Remember the more information you supply the quicker we can resolve. Provided you have kept you profile up to date, Jennic will know your software and hardware enviroment. This field is for you to specify the exact nature of the request.

NOTE: You should not use your browser's back and forward buttons when entering a Support request as you will lose your data. All fields with the exception of CC: should be complete before clicking the create ticket button.

Also, since Tech Support is a secure website, if you leave without logging out, your session will end and information you have entered will be lost. You are advised to complete your work in Tech Support, log out, and then go to other areas on the Jennic website. An alternative is to open another browser window and look at the Jennic site from within that window.

Privacy and Security

Only Jennic Applications Engineers can see your support requests. Because your Jennic log-on name and password are required to access your Jennic Tech Support, we strongly encourage you to store them in a safe place and not to share the information with anyone.