Contact Technical Support

If you are having problems with an MCCI® product, please take a few minutes to fill out the following form. The information will be submitted in encrypted form using SSL, and sent to MCCI's technical support team. All information supplied will be kept confidential by MCCI, and will only be used to assist in resolving your problem.

Please fill out as much of this form as you can. Some, or all, of these questions may not seem relevant to your problem; in that case, please leave that field blank. However, the more information you can provide, the more rapidly we will be able to resolve your question.

Customer Contact:

Name:
Company:
Phone:
Email:

The Device:

USB Device:
Device's Marketing/ Sales Name:
Model Number:
Release/Revision Number
Version of Device's Firmware:
Version of Device's Drivers:
USB Vendor ID/Product ID: (VID/PID)

Problem Description:

Can You Reproduce Problem at will?
Describe Nature of Problem:
List Exact Steps to Reproduce Problem:
List Applications Running at Time of Problem Occurrence, if relevant:
Provide Additional Relevant Information:

Host System (Info from System Properties, on Windows):

On What OS Does the Problem Occur?
Specify OS Language: (e.g. US English, Japanese, German, French, etc.)
What are the System Specifications: (Manufacturer, Model, Number of CPUs, Speed of CPU(s), Memory Size (RAM), any other Relevant Info.

Host USB Controller:

How many host controllers are in the system?
If Problem is Location Specific, Please Specify Where Problem Appears:
Location of Host Controller: (motherboard or plug-in card)
If Plug-in Card, What Bus? (PCI, PC-Card, etc)
Controller Type:
Manufacturer/ Model of Host Controller:
If you have Multiple Host Controllers, Please Give Similar Information About Other Host Controllers:

USB Cable:

Cable Manufacturer or other ID:
Is the cable 1.1/2.0 compliant?
Is the cable on the USB-IF Integrator's List?
How long is the cable? (in meters)

USB Hub Information:

Hub Manufacturer:
Hub Model Number/Description:
Are any Other Downstream Ports In Use on the Hub?
If so, What Other Devices are Plugged into them?
Does Failure Occur Without These Devices Connected?
If Other Hubs are Connected, How Many?

Diagnostics:

Have you been Able to Get a Bus Trace of the Failure (for example, using a CATC Bus Analyzer)?
(If so, please forward the trace to us.)
Have you Run the USB-IF Chapter 9 Tests on the Device? (The appropriate tool is usbcv.exe, Which can be Downloaded
from the USB-IF Website.)