Device RMA Request; Altera Cyclone V SoC Development kit

[ALie01]

Hi.

We have purchased a development kit, Altera Cyclone V SoC Development kit, for embedded development.

https://www.intel.com/content/www/us/en/programmable/products/boards_and_kits/dev-kits/altera/kit-cyclone-v-soc.html

Using the provided SD memory card containing a linux system, we have have discovered that the board likely has a hardware fault.

The development kit does not boot correctly when powered on, and indicates that the on-board memory is corrupt.

Whenever we provide pressure (by hand) on the memory chips during boot, the board boots as intended. If at some point we release that pressure, the system immediately crashes/freezes.

Serial printed on board:

5CSXSoC0061105

Serials printed on case:

DK-DEV-5SXC6N-0Z

LOT#0217

We would like to get a replacement development kit, and in this process, the supplier have directed us here to have you decide the status of the development kit.

Attached images of board.

Attached video of failing boot, video of successfull boot (with applied pressure) that fails when pressure is released.

Thanks for all help.

Regards

Andreas Eknes Lie

Added failing boot sequence read from serial communication;

U-Boot failed boot sequence:

U-Boot SPL 2013.01.01 (Dec 04 2014 - 08:59:41)

BOARD : Altera SOCFPGA Cyclone V Board

CLOCK: EOSC1 clock 25000 KHz

CLOCK: EOSC2 clock 25000 KHz

CLOCK: F2S_SDR_REF clock 0 KHz

CLOCK: F2S_PER_REF clock 0 KHz

CLOCK: MPU clock 925 MHz

CLOCK: DDR clock 400 MHz

CLOCK: UART clock 100000 KHz

CLOCK: MMC clock 50000 KHz

CLOCK: QSPI clock 370000 KHz

RESET: COLD

SDRAM: Initializing MMR registers

SDRAM: Calibrating PHY

SEQ.C: Preparing to start memory calibration

SEQ.C: CALIBRATION FAILED

### ERROR ### Please RESET the board ###

[AR_A_Intel]

Hello Welcome to INTEL forum. We will proceed with warranty checking first. Meanwhile, may I know is the board in working condition before? If yes, how did you verify the error and when did it happen?

[ALie01]

Hello.

The board was not in working condition before. We received an unused/new board, unpacked & followed the first steps (connecting cables, configure serial terminal, boot sd-card) when we encountered this issue. The sd-card was part of the kit received.

As a follow up, we downloaded variants of the bootloader (and linux system) and programmed some other sd-cards, to see if there was some software programming issue, but the other versions also exhibit the same symptoms.

How we verified the error; When left untouched, the system does not boot (Memory Calibration Failed). Resetting the board always leave the system in the same state. By applying pressure on the memory chips the system does boot. If we, at any point, release that pressure, the system fails.

This can be observed in the videos attached.

Thanks for your time.

Regards

Andreas

[AR_A_Intel]

Thanks for update. Let me check furthered with customer service team.

[ALie01]

Any update? Or other information i can gather?

[AR_A_Intel]

Upon confirmation from Customer Service team, your Cyclone V SoC Development kit is out of warranty. The kit 5CSXSoC0061105 was shipped in 2017 and the warranty period for dev kit is 90days starting from shipment date. Regrettably, we couldn’t proceed for the warranty repair claim. Please accept my apologies for not being able to assist you fully and thank you for your patience and understanding on this matter.

[ALie01]

We still need you (Intel) to assist us performing troubleshooting or deciding the status for the given board. We have warranty with our supplier, but they will not send us a new board until you (Intel) have performed any form of troubleshooting or decided the status for our board. Only then will they offer us a replacement.

Thank you for assisting us in further troubleshooting.

[AR_A_Intel]

Hi Sir We apologize for any inconvenience. Based on my understanding, normally we don’t provide support if the Development kit exceeds warranty status. Thank you for your understanding on this matter.