Getting Support

Most questions are answered in this guide: use the search box (/) or Troubleshooting. If you still need help, a complete support request lets DEVlink answer without asking you for more information.

Before you contact support

1. Look up the diagnostic code in Diagnostic Codes.
2. Check Capability Boundaries: the behaviour may be a documented limit of DEP.
3. Try to reproduce the problem on a copy of your project, or on a bundled example.

Collect the information

1. Support summarySettings → About & support → Export support summary. It saves DEP-support-summary.json with versions and recent diagnostic IDs. Use Preview support summary to see the content first. Project files, paths, private keys and raw logs are excluded.
2. DiagnosticsOpen Problems (n) and select Export displayed diagnostics. This saves DEP_diagnostics_<time>.json.
3. Evidence, if a run is involvedIn System, Live debug → Export displayed evidence. For a scenario, use Download evidence JSON.
4. Installation problemsAttach %TEMP%\DEPSetup.log.
5. ScreenshotsA screenshot of the whole DEP window, including the status line and the status bar.

Write the request

Include:

• the DEP version (Settings → About & support) and, for installation problems, the SHA-256 of the installer you used;
• the project, or a minimal copy that shows the problem, if you are allowed to share it;
• the selected profile (MIL, SIL or HIL) and the workspace;
• the exact steps, what you expected and what happened;
• the diagnostic code and diagnostic ID from the message.

Never send

• API keys, passwords, private keys or TLS key files.
• Licence files belonging to someone else.
• Customer or third-party software, FMUs or databases you are not authorised to share.

DEP never sends anything to DEVlink automatically.