.. _support:

Support
#########

.. toctree::
   :maxdepth: 1
   :hidden:

   getting-started

First, read the manual
**********************

Before reaching out for support, make sure you've gone through the process of resetting your
board back to factory conditions.

For any of the Beagle Linux-based open hardware computers, visit :ref:`beagleboard-getting-started`.

.. _intro-getting-support:

Getting support
***************

BeagleBoard.org products are `open
hardware <https://www.oshwa.org/definition/>`_ designs supported
via the on-line community resources. We are very confident in our
community’s ability to provide useful answers in a timely manner. If you
don’t get a productive response within 24 hours, please escalate issues
to Jason Kridner (contact info available on the `About
Page <https://www.beagleboard.org/about>`_). In case it is needed, Jason
will help escalate issues to suppliers, manufacturers or others. Be sure
to provide a link to your questions on the `community
forums <https://forum.beagleboard.org>`_ as answers will be provided
there.

Be sure to ask `smart questions <http://www.catb.org/~esr/faqs/smart-questions.html>`_
that provide the following:

*  What are you trying to accomplish?
*  What did you find when researching how to accomplish it?
*  What are the detailed results of what you tried?
*  How did these results differ from what you expected?
*  What would you consider to be a success?

.. important::
   Remember that community developers are volunteering their expertise. Respect
   developers time and expertise and they might be happy to share with you. If you
   want paid support, there are :ref:`consulting-resources` options for that. 

Diagnostic tools
================

Best to be prepared with good diagnostic information to aide with support.

-  Output of `beagle-version` script needed for support requests
-  `Beagle Tester source <https://git.beagleboard.org/jkridner/beagle-tester>`_

.. figure:: images/beagle-version.png
   :width: 940
   :align: center
   :alt: Run beagle-version

   Run beagle-version

.. figure:: images/beagle-version-download.png
   :width: 1240
   :align: center
   :alt: Download beagle-version output

   Download beagle-version output

.. tip::
   For debugging purposes you can either share the ``beagle-version.txt`` file you just downloaded 
   using the steps shown in pictures above Or you can just paste the terminal output of ``sudo beagle-version`` 
   to https://pastebin.com/ and send us the link.

Community resources
===================

Please execute the board diagnostics, review the hardware documentation,
and consult the form and live chat for support.
BeagleBoard.org is a “community” project with free support only given to
those who are willing to discuss their issues openly for the benefit
of the entire community.

-  `Frequently Asked Questions <https://forum.beagleboard.org/c/faq>`_
-  `Forum <https://forum.beagleboard.org>`_
-  `Live Chat <https://www.beagleboard.org/discord>`_

If you need to escalate an issue already reported over 24 hours ago on the `forum <https://forum.beagleboard.org>`_, please
schedule a meeting to discuss it with Jason via contact information near the bottom of the `about page <https://www.beagleboard.org/about>`_.

.. _consulting-resources:

Consulting and other resources
==============================

Need timely response or contract resources because you are building a product?

- `Resources <https://beagleboard.org/resources>`_

Repairs
=======

Repairs and replacements only provided on unmodified boards purchased
via an authorized distributor within the first 90 days. All repaired
board will have their flash reset to factory contents. For repairs and
replacements, please contact ``support`` at BeagleBoard.org using the RMA
form:

-  `RMA request <https://www.beagleboard.org/rma>`_

Understanding Your Beagle
*************************

Spend some time getting to know your Beagle via :ref:`intro_beagle-101`