Frequently Asked Questions

Answers to common questions from site visitors

We've organized our questions into five categories:

Technical Assistance (Support)

Who do I contact for technical help with a hardware or software product?

Submit your technical inquiry to a Customer Application engineer using Web Support (WebCase). See the following question for details.

You may also contact a software support representative.

What is Web Support (WebCase), and how do I use it?

Web Support (WebCase) offers the ability to open and track cases using our website. You can register for WebCase and open a case at: http://www.support.xilinx.com/support/clearexpress/websupport.htm

There are many benefits to opening cases via the Web:

• Add and receive new case data and status real time.
• Monitor your case through resolution.
• Query open cases.

Cases opened through the web often receive faster response and resolution times because of the quality of information submitted.

RMA and Returns

Instructions for all types of returns including failure analysis, visual/mechanical, software, board and cable can be found at RMA and Returns.

Failure analysis returns are submitted and tracked view the RMA Portal.

What is RMA Portal and how do I use it?:

RMA Portal offers the ability to open and track failure analysis RMA cases using our website.

RMA Portal allows you to:

• Open RMA cases easily and receive instant case confirmation.
• Add and receive new case data in real time.
• View Xilinx commit dates at each process step.
• Query open and closed cases
• Track complete RMA history and performance in one page view.

Where can I find a RMA Portal tutorial?

• Video Tutorial (webex)
• Tutorial Slides (pdf)
• Tutorial Transcript (pdf)

Where can I search for an application note or other documentation?

Application notes are available at:
http://www.xilinx.com/support/documentation/index.htm

PDFs sometimes contain erroneous or outdated links. If you find such a link, use the feedback form to let us know the URL of the PDF, the link that is not working, and the page of the document on which you found the link. We can then correct the PDF and send you a corrected link.

Where can I find a tutorial?

• Software tutorials (Most requested): http://www.xilinx.com/support/techsup/tutorials/index.htm
• EDK tutorials: http://www.xilinx.com/support/techsup/tutorials/edk_tutorials.htm

Where can I find a user guide?

User guides are available at http://www.xilinx.com/support/documentation/user_guides.htm

Additionally, you may search for all documentation, including application notes, data sheets, package drawings, notifications, and white papers at http://www.xilinx.com/support/documentation/index.htm

Design Resources (Software) and IP

Who do I contact for help downloading ISE WebPACK?

1. First, make sure you are using the correct URL. Select your version of ISE™ WebPACK™.
   
2. A www.xilinx.com account and log in is required.
   
3. After loggin in you will receive access to download ISE WebPACK.

If you followed these steps and still cannot download ISE WebPACK, please open a Webcase.

Where is my ISE license number?

If you cannot find your license number, contact a customer service representative.

How do I get a license for or help with ModelSim Xilinx Edition (MXE)?

Xilinx ModelSim licenses are specifically for the Xilinx: MXE version, available from http://www.xilinx.com/ise/optional_prod/mxe.htm. Be sure to select the free STARTER version when installing MXE. There are three ways to get a license:

• Choose this menu option in MXE:
  Windows Start->Programs->ModelSim XE->Submit License Request
  The license will be emailed to you. Be sure your email address is valid and working.
• Complete the following form:
  http://www.xilinx.com/cgi-bin/mxe_register/mxe_request.cgi
  
• Search your MXE directory for a file called"C:\Modeltech_xe\lic_request.txt".
  1. Fill out the lines above "Do not modify information below this line"
  2. Change the "Use Key:" line to say "Use Key: Disk Serial Number", and change the "Disk Serial Number :" line to have the correct C: drive serial number, from "C:\Modelxim_xe\win32xoem\lmutil lmhostid -vsn".
  3. Email the file to: mxe_license@xilinx.com, with the subject line "MXE License Request".

If you do anything which changes the C: drive serial number (like installing a new OS), you will need to re-install MXE, and then get a new license. As a last resort, you may contact a customer support representative.

How do I purchase IP or Software?

Purchases can be made from the following sources:

• Through the Xilinx Online Store
• By contacting Software & Services Sales
• By contacting your local Sales Representative
• Through a Xilinx Distributor

Where do I order an ISE Embedded Development Kit?

• Xilinx EDK Distributors: http://www.xilinx.com/ise/embedded/edk_buynow.htm
• Online Store: http://www.xilinx.com/onlinestore/design_resources.htm#edt

Hardware (Devices)

Where do I find information on Development or Prototype Boards?

See our Boards and Kits page.

Where do I order a Design Kit?

Visit the Xilinx Online Store.

FPGAs are not available from the Online Store. How do I purchase FPGAs?

Contacting your local Sales Representative or a Xilinx Distributor.

How do I purchase CPLD devices?

Visit the Xilinx Online Store, or contact your local Sales Representative or a Xilinx Distributor.

Website

Search is returning no results or results that are not helpful, what do I do?

If you believe our search is temporarily out of service, let us know what you were searching for and the results you obtained..

Where do I report .pdf link errors or find an application note?

PDFs sometimes contain erroneous or outdated links. If you find an erroneous or outdated link in a PDF, let us know the URL of the PDF, the non-working link, and page number where you found the link.

If the link to an application note failed, try using the main Documentation page.

I've found a spelling or grammar error, how do I report it?

Let us know the URL of the error and a description of the problem.

I can't find the information I need, can someone help?

Attempt a site search using http://www.xilinx.com/company/search.htm. If you still cannot find the information you need, complete the feedback form, detailing your search efforts.

For answers to technical questions, open a WebCase.

User Account (My Profile)

How do I reset my password or enter a new password?

If you forget your username or password, select the 'Forgot your password?" link on the My Profile login page.

To reset your password, manually enter a new password in My Profile. You must know your current password. Select "Personal Information" and then "Change password." Enter and confirm your new password as prompted.

How do I access a password protected area, software download, or other area requiring my username and password?

Most access grants can be requested directly from the page you are trying to access. If you are not prompted with the opportunity to request access, complete our feedback form with your username, company, and the URL of the area you are trying to access.

Where do I change my personal information, such as address and phone number?

Log in to My Profile. Select "Personal Information" and update any of the categories by typing in the boxes.

How do I modify my subscriptions or unsubscribe to Xilinx communications?

Log in to My Profile. Select "Alerts" and highlight the types of alerts you would like to receive. You may highlight multiple non-contiguous options within a single dialog by holding down the Ctrl-key.