Technical Solutions

Solution:

Read all instructions below before proceeding to the online service request system.

Since August 1st, 2007, PolySpace users should use the MathWorks channels for getting assistance on PolySpace products. Users are recommended to use the online Service Request system to create, manage and track their questions.

With the online service request system, you can:

* Submit a service request quickly and easily
* Attach related documents to requests, either during or after submission
* Instantly view the status of your service requests
* Receive e-mail notifications when your request is updated
* Keep track of all correspondence regarding your new requests
* Streamline your communication with MathWorks support staff

To submit a new request, follow the guidelines below: (Login required - You can create an account as part of the request creation process.)

1. To create a new service request, start at the following URL:

http://www.mathworks.com/support/service_requests/contact_support.do

Note that this requires that the user is logged into his/her MathWorks account. If not, you will be prompted to login before proceeding to the online service request page. For more information on creating and managing login and account information, refer to the following URL:

http://www.mathworks.com/accesslogin/faq.jsp?s_cid=mwa-cmlndefq

2. Once you are at the "Create New Service Request" page, select "Technical Support - Help with using or installing products" -> "Get help with installation / license manager issues" if you have an installation issue OR select "Technical Support - Help with using or installing products" -> "Request general technical support" -> "Other Issue" for any other questions. This will open a form with several fields requesting different information.

3. Enter your license number in the field "License #: ". Since R2009a you will find your license number in every log file just after "Checking license ...". Until R2008b, you can find the license number by viewing the license.dat file in the etc subdirectory of the
PolySpace_Common folder. The location of the PolySpace_Common folder can be determined from the
POLYSPACE_COMMON environment variable. If you are the administrator of a PolySpace license, you can also log in to your MathWorks Account and find all the information there: http://www.mathworks.com/accesslogin/login.do
If you are not able to find the license number there is a possibility to add "-1" as the license number for the field "License #: ". But be aware that you may be asked by an Technical Support Engineer to provide the license afterwards e.g. by asking the license administrator.

4. Enter the list of ALL the licensed PolySpace products with their version information in the input box corresponding to "Paste the output of the ver command:". Since R2009b you can use inside the Launcher the menu "Help --> About". Copy all the information and add it to "Paste the output of the ver command:".

5. For releases prior to R2007a+, select "R2007a+" in the pulldown for the "Release", but state the appropriate product versions in the VER window as mentioned above.

6. Select the specific PolySpace product that you need assistance with in the "Product" dropdown menu. To find the new product corresponding to older releases, refer to:

http://www.mathworks.com/products/polyspace/transition.html

(We apologize for the confusion in regards to the incompatibility of the service request form with stand-alone PolySpace products. We are aware of this issue and are working on it to provide a better interface to this process.)

7. Fill the remaining fields as requested in the form. These are not specific to MATLAB products and are used in troubleshooting the issues with PolySpace products

NOTE: Attached is a JPEG image showing a sample form used to create a new service request regarding PolySpace products

For more information on working with the online service requests, please refer to the following URLs:

http://www.mathworks.com/support/faq/my_service_requests_faq.html