BECKHOFF ET1100 - Manual (Page 6)

Frequently unasked questions
2 Slave Controller – Application Note FAQ
2 Frequently unasked questions
2.1 What information should I provide when I need support?
Sometimes the documentation and this FAQ do not offer a solution for your problem and you need
support. You can improve your support experience by providing precise and complete information,
which helps us identifying the problem faster.
Please provide the following information when contacting the support:

Detailed error description with the following background information (if appropriate):
o network topology
o how often does the error occur
o ESC type (ET1100, ET1200, IP Core, other)
o ESC version (ASICs: e.g. -0002, IP Core: Altera/Xilinx and version)
o are frames lost, are error counters increasing (refer to chapter 3.12)

IP Core: IP Core configuration (Altera: MegaFunction source, Xilinx: .eccnf file)

IP Core: complete report log files: do not extract single lines – the context of the error is
very important.

Schematics of the ESC/FPGA and the PHYs

IP Core: top level schematics/sources of the FPGA which shows EtherCAT IP Core connections.

EtherCAT master type and version (if applicable)