Setting up your myQNX account

1. Go to qnx.software, click the person icon in the top-right corner of the page.
2. Do one of the following:
   • If you are already a myQNX member, log in with your email address and password. Then, go to step 9.
   • If you are new to myQNX, click New Member.
3. Enter your email address and choose a password that contains alphanumeric characters only.
4. Click Create Account.
5. Enter your profile information, and then click Submit.
6. Check your email for a confirmation key.

   The key is included in a message from the myQNX Account Center with the subject 'Please Activate Your myQNX Account'.

7. To log in, click the URL the message provides or copy and paste it into your web browser.

   The message "Congratulations!" should be displayed.

8. Click Continue.
9. After the login process is complete, the myQNX account profile page is displayed. You can use this page for the following tasks:
• Edit your profile and change your password using Edit Profile and Change Password (on the right side of the page).
• Create a case or view existing cases. See Creating cases.
• Upload files associated with cases. See Uploading files for QNX Technical Support.
• Access files that QNX Technical Support has posted for you. See Accessing files from QNX Technical Support.

Accessing the Technical Support Portal

Once you have logged in to your myQNX account, you can now attempt to access the Technical Support Portal.

On the right-hand side of your profile page, click on the link: Technical Support Portal, found in a box labeled Support.

NOTE: If your portal access is blocked for any reason, please check your list of Registered Products/Plans on your myQNX profile page and make sure that you have Registered Product(s) with Active Support or Active Registered Plan(s).

• If you have active support and access is still blocked, please reach out to us for assistance via myqnx@qnx.com.
• If you do NOT have active support, please reach out to the people within your organization who manage your QNX products and support plans.

Creating cases

1. At the top right of your screen, there should be a search box where you can perform a global search using key words that relate to your issue.
   The results would include matches found in our published knowledge articles and support cases viewable to you.
2. If you cannot find a solution, navigate over to the Cases tab, click New Case.
3. For Support Type, select from the available options.
   • For Standard Support, select the product (version) applicable to your case.
   • For Custom Services, select the appropriate plan: Custom Services Plans (CSP) or Priority Support Plans (PSP).
   NOTE: If you do not see the appropriate product or plan, please reach out to the people within your organization who manage your QNX products and support plans.
4. Once you have selected the appropriate Support Type and Product, click Next.
5. Complete the case form with the details of the issue you want to report, which includes the following tasks:
   • For Brief Summary of Issue, enter a small, accurate synopsis that describes the issue.
   • For Severity, enter an appropriate severity level relative to your issue.
   • For Detailed Description of Problem, enter a more detailed description of the issue.
   • For Steps to Reproduce, enter a test case, the steps you used to isolate the problem, reproduce it, or both.
   • For Product Line and Product Version:
     • For Standard Support, the values are derived from the product you selected in step 4.
     • For Custom Services, select the Product Line and Product Version applicable to your case.
   • For Host Platform, select the appropriate platform based on your host machine.
   • For Target CPU, select the appropriate architecture based on your target machine.
   • For Reference Number, enter a value if applicable.
6. When you have completed the case form, click Save.

A new case is created and you should be redirected to it. If not, click the available link to access the case.

You can add case notes and files in the Activity tab, view/download attached files in the Files tab, or add interested parties in the Interested Parties tab.

For standard plans, the QNX Standard Support Team is notified of your new case.

For priority support plans, your technical account manager is notified.

For custom support plans, your technical project manager is notified.

Uploading files for QNX Technical Support

If you have supporting files, you can attach them to a Case directly.

1. To attach a file to a Case, navigate to the Cases view and select the desired Case.
2. From the Case page, scroll down until you see the Activity/Files/Interested Parties tabs. By default, the Activity tab should be selected.
3. Enter a case note providing details about the file(s).
4. You can attach a file to the Case in two ways:
   • Click Upload Files and select the files from your filesystem to upload.
   • Drag and drop files from your filesystem into the drop files section.

   The size of your file determines how long it takes to upload and be visible to others.

5. Once finished, click Save to save your changes.

Accessing files from QNX Technical Support

If you have received supporting files, you can access them directly from the Case.

1. To access a file attached to a Case, navigate to the Cases view and select the desired Case.
2. From the Case page, scroll down until you see the Activity/Files/Interested Parties tabs. Select Files.
3. From the File table, click the Download icon to download the file locally.

Adding Interested Parties to a Case

If you would like to keep third-parties notified of any updates to your case, you can add their email address as an Interested Party.

1. To add an Interested Party to a Case, navigate to the Cases view and select the desired Case.
2. From the Case page, scroll down until you see the Activity/Files/Interested Parties tabs. Select Interested Parties.
3. Enter the Interested Party's email address.
4. For the Consent field, it is required for you to acknowledge that you have consent to initiate this contact with the Interested Party.
5. The email should now appear in the Interested Party list. Interested Parties need to accept, via an email invitation, inclusion in case communications. Evidence of acceptance is indicated in the "Invitation Status" field:
• Pending Acceptance - An invitation email has been sent to the Interested Party, but has not been accepted. The Interested Party will NOT receive case updates.
• Accepted - The Interested Party has agreed to be included in email communications. The Interested Party will receive case updates.

*May require a refresh to display the status properly*

NOTE: If any issues arise, ie. the invitation email does not arrive, the link does not work, etc., please reach out to your QNX Support Representative.

For further assistance

Please contact your QNX Support Representative if you require further assistance.