Device Programming Problem Reporting
To improve the quality of our service and to provide efficient resolution to device
algorithm problems please provide the following information when contacting BPM
Technical Support. All * information is required.
Note: For BPWin software problem reporting, please use the following link:
http://www.bpmicro.com/Web/helpandsupport.nsf/WebKeys/BPM8SRRZG?opendocument&Cat=FAQ
BPM Technical Support Contact:
1-800-225-2102 or email: tech@bpmmicro.com
*Basic information about your BPM programmer:
 Programmer Model
 Serial Number
 Socket module you are using
*Basic Software Questions:
 BPWin Software version
1. What is your BPWin Software version and date of your BPWin software?
 What is the specific error message reported?
1. If this is device specific, which device are you selecting in BPWin?
2. What are the exact markings on the face of the device?
3. Can you provide your data file and/or .bp job if necessary?
4. Go to C:\BP\Datalog and attach a copy of the blackbox.html/log or
corresponding failure log file to your email, which includes the error message.
*Basic Hardware Questions:
 What are the results of diagnostics on this programmer and the socket module
used when the issue occurred?
o Diagnostics can be run from Tools/Programmer Diagnostics.
o Be sure there is no device in the socket when you run this test and leave the
socket module installed for the entire test. When asked if you want to verify
calibration, click NO. What is the result?
*Additional details:
 Is there any known work-around?
 Please provide a step-by-step instruction on how to duplicate issue.
 Lead times for corrective algorithm updates is about three weeks.
o If you are line down or will need special consideration for quicker resolution,
please provide your expected resolution date.
Please provide details below as related to your specific case. Only Yield Issue
or Unable to Get Job Done Information needs to be completed, not both.
*If Yield Issue Please Provide Additional Information:
1.
What is the BPWin version and Algorithm Code revision being used? You can find
the code revision from Device Info for your respective device in BPWin.
2.
What are the exact markings on the face of your device?
3.
What is the current Yield? Please provide Job Summary or log file.
4.
Was the yield good with older date codes and worse with newer data codes?
5.
What are the odometer readings for the modules being used? You can find this
information from Tools/Socket Module Counter with the respective module
installed in BPWin.
6.
Is the yield bad on all modules or only on some modules?
7.
Can we get the job file (.bp jobmaster file)?
8.
Can we get 3-5 failed samples and 3-5 passed samples?
9.
Can we get 3-5 virgin samples?
*Unable to Get Job Done Information Requested:
1.
What is the BPWin version and Algorithm Code revision being used? You can find
the code revision from Device Info for your respective device in BPWin.
2.
What are the exact markings on the face of your device?
3.
Did the device ever pass?
4.
In what version of BPWin did it pass?
5.
What was the Algorithm Code revision in the previous version?
6.
Was it the same date code being used currently?
7.
Can we get the job file (.bp jobmaster file)?
8.
Are you line down?
9.
What are the results of the compare operation on the failed device vs. the original
job setup (please provide the log file showing the compare results)?
10. Can we get 3-5 failed samples?
11. Can we get 3-5 virgin samples?