Cyclone 10 GX Development Kit USB3.1 Channel problem

[ZWU28]

Hi, there

We purchased the Cyclone 10 GX Development Kit. After co-operate with System Level Solutions (India) Pvt. Ltd. for 3 weeks, we found that the USB3.1 channel can not setup any super speed(5gbps) or super speed plus (10gbps) link , except the high speed(480mbps).

Looks the board testing ​software provided by intel do not include the USB3.1 channel testing.

Is there tools I could find on INTEL website or I had to return the board ?

[AR_A_Intel]

Hello

Welcome to INTEL forum. Before further discussion. Can you give me a little background/elaborate on current issue, May I know how do you setup the USB3.1, any error messages, any difficulty that could help on understanding this issue?  

[ZWU28]

Hi, As I mentioned we are plan to using the USB3.1 gen 2 IP core which will be provided by System Level Solutions (India) Pvt. Ltd. https://www.intel.cn/content/www/cn/zh/programmable/solutions/partners/partner-profile/system-level-solutions--inc-/ip/embedded-usb-3-1-gen-2-device-controller--eusb31sf-.html http://www.slscorp.com/ip-cores/communication/eusb-3-1-gen-2-device-controller-eusb31sf.html We download the demo project files from SLS, and get the message like the attached log file. We have tried the different orientation of the C to C and A to C cable, and different USB ports and different PCs/laptops, same result. With the instructions from the SLS engineer, we checked some testing point on the dev board, and confirmed that the control signal from FPGA are correct and the pin status of the driver chip are correct too. We have spent three weeks on the dev board, and tried any kind of options, after we get the board. And even recovering to factory default helps noting. We don’t have equipment to test the USB3.1 RX/TX channel. And looks the problem should be about the transceiver. We cannot find any board testing software about the USB3.1 port on INTEL website. That is why we ask help here. Hope you could help us, and make our project move forward as quick as possible.

[ZWU28]

HI, AAbd

I really need a Return For Diagnosis number (RFD#) to return the dev kit. How I could get it ?

[ZWU28]

I tried the P/N 6XX-44528R-0B, S/N 10CGX0000346 which I found on the DEV kit, but your website said cannot find the device.

[AR_A_Intel]

Hi Sir,

Sorry for the delay, as I was out of office recently. I’m currently working with our support team regarding your issue. I’ll be updating at soonest.

Appreciate much on your patience with us.

[AR_A_Intel]

Hello

Thanks for your patience. I already feedback your issue to Customer Service for RFD. For further checking, could you provide a copy of invoice showing ship date? You can provide it in private message.

[AR_A_Intel]

Hello,

Thanks for your patience. Done checking with Customer Service Team, the div kit board Within warranty. Please communicate Mouser to proceed with the RMA request.

[ZWU28]

Hi, aabd

I had contacted with apgcs@intel.com. But they said

Hi Wu,

Good day!

May I know if you have filed an IPS ticket? If yes, can you provide IPS#?

FYI, RMA flow for dev kit:

1.           The warranty period for dev kit is 90 days after purchase

2.           Customer / Distributor will first requests RMA via IPS to obtain a IPS#

3.           If the RMA is approved against the IPS, customer needs to contact distributor

4.           Distributor will send request to Penang CSR referencing the IPS#, original SO# and Serial# of the kits

5.           Penang CSR will work with RMA team to issue a RMA# for the return.

Thanks & Regards,

Cheau Yi

Customer Service Specialist

Intel Corporation 

Programmable Solutions Group

Then I had to go to "my intel"->"my support" to create a ticket, and get response.

Dear WU：

I'm very sorry, but for the FPGA development version, Tickets has no way to support it, only FPGA forum support, sorry again.

Regards,

Intel Support Team 

It really make my crazy. What I can do with this?

[AR_A_Intel]

Hello,

We apologies for the confusing happen. May I know, did you get your distributor (Mouser) to request RMA? As I communicate with you in my previous reply, you need to get your Distributor to request RMA via IPS. In this case you need to get Mouser to contact apgcs@intel.com for RMA request.

[AR_A_Intel]

Hello Wu,

I done some checking with support team and I help you open a IPS case. Your dev.kit has been validated under warranty. Contact your local authorized Intel Distributors(Mouser) to request RMA together with the following information:

a) Development Kit S/N 10CGX0000346

b) IPS No. 00408489

c) The debugging steps done:

Thanks.

[ZWU28]

Hi, AAbd Thank you for your help. Thank you very much. Best regards 发件人: Intel Forums <supportreplies@intel.com> 答复: Reply to Forums <0-2202iu4d89ztlt.5watl1o396u1o8y7.pl7zh8tu65mzkwm6@1ocfsmf9nn2lt90w.9xvyhhxdz09cf8e.u-yt3cmag.na37.chatter.salesforce.com> 日期: 2019年2月1日 星期五 16:13 收件人: "wu.zhijian@xingyuanvision.com" <wu.zhijian@xingyuanvision.com> 主题: AAbd answered you: Cyclone 10 GX Development Kit USB3.1 Channel problem Hello Wu, I done some checking with support team and I help you open a IPS case. Your dev.kit has been validated under warranty. Contact your local authorized Intel Distributors(Mouser) to request RMA together with the following information: a) Development Kit S/N 10CGX0000346 b) IPS No. 00408489 c) The debugging steps done: Thanks. AAbd (Intel) Hello Wu, I done some checking with support team and I help you open a IPS case. Your dev.kit has been validated under warranty. Contact your local authorized Intel Distributors(Mouser) to request RMA together with the following information: a) Development Kit S/N 10CGX0000346 b) IPS No. 00408489 c) The debugging steps done: Thanks. or reply to this email Replying to ZWU28 (Customer) asked a question. Monday, 2019年1月7日 PM8:38 Cyclone 10 GX Development Kit USB3.1 Channel problem Hi, there We purchased the Cyclone 10 GX Development Kit. After co-operate with System Level Solutions (India) Pvt. Ltd. for 3 weeks, we found that the USB3.1 channel can not setup any super speed(5gbps) or super speed plus (10gbps) link , except the high speed(480mbps). Looks the board testing ​software provided by intel do not include the USB3.1 channel testing. Is there tools I could find on INTEL website or I had to return the board ? ​ AAbd (Intel) Hello Wu, I done some checking with support team and I help you open a IPS case. Your dev.kit has been validated under warranty. Contact your local authorized Intel Distributors(Mouser) to request RMA together with the following information: a) Development Kit S/N 10CGX0000346 b) IPS No. 00408489c) The debugging steps done: Thanks. Friday, 2019年2月1日 AM12:13 You're receiving emails when someone "Comments on my posts." To change or turn off Forums email, log in as 100004155031@intel.com.isvc. Are notifications about this post getting annoying? Reply to this email with the word " mute ". For Privacy and Legal notices, please visit these links: http://www.intel.com/privacy, https://www.intel.com/content/www/us/en/legal/terms-of-use.html.