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FlexRadio Technical Support Center
24 hours a day, 7 days a week, 365 days a year!
Page Updated on: Friday, August 22, 2008
Welcome to the FlexRadio Support Center Page. FlexRadio Systems utilizes multiple support resources to provide Flexers (users of FlexRadios) fast and accurate answers to their questions and resolutions to their issues.
There are two basic methods to get support for your software defined radio; directly from FlexRadio Systems and from a variety of Internet based and user supported resources.
Official FlexRadio Support.
When you purchase your software defined radio from FlexRadio Systems, you are entitled to free telephone and e-mail support from one of our many FlexRadio support engineers. This includes setup and on going assistance with FlexRadio PowerSDR™ and any of our transceivers. All FlexRadio hardware specific issues should always be directed to the FlexRadio Systems support team first for triage and referral to the Service and Repair department if it is warranted.
FlexRadio Support Hours:
Monday - Friday 8:30 AM to 6:00 PM CST (-6 GMT)
Technical Support Phone Number: +1 (512) 250-8595
Technical Support e-mail: support@flex-radio.com
You can also send e-mail directly from the FlexRadio web site using the
FlexRadio Systems Email via the Web feature if you do not have access to your e-mail account. Make sure you change the “direct to” from Sales to Support in the e-mail form header.
FlexRadio Internet Support Resources
The place to start for all Internet based support information is the FlexRadio Knowledge Center. The Knowledge Center is where you look to find FAQs, Expert Setups, troubleshooting tips, maintenance procedures and installation instructions along with other relevant resource material.
Information is most easily found by doing simple phrase or "key word" searches. For more information on how to best utilize the Knowledge Center, review the Knowledge Base article How to Use the Knowledge Center - Introduction. All of the information found in the Knowledge Center is marked as "public", therefore logging in to the KC is not necessary.
There is also an extensive collection of FlexRadio PowerSDR application software, FlexRadio PowerSDR source code, presentation material, hardware drivers, SDR hardware information, PDF versions of Knowledge Base articles and other downloadable resource materials located on the searchable Downloads page. For each file entry there is a short description of the file along with other pertinent information. To facilitate finding the exact file you are looking for, all downloads are indexed by FlexRadio System product and categorized by content type so you can narrow your search criteria to a particular file or set of files. To determine the best search criteria, click on the Search Help link in the Downloads search box.
User Supported and FlexRadio Provided Support Resources
In addition to our extensive Knowledge Base and Downloads, the e-mail based Reflector and web-based Forums provide a way you can submit questions or provide comments directly to the Flex User community. One of the greatest technical resources available are FlexRadio users themselves. The Reflector is an e-mail mailing list where you can submit questions and comments and have them delivered to the thousands of FlexRadio users world wide instantly. The Forum is a web-based application that allows you to organize and submit information by topic and establish "threads" as users answer questions in a sequential fashion. Unlike the Reflector, you can easily search for items in the Forums using key word searches since the information is indexed stored in a relational database.
We always encourge feedback from our users, so we have support web pages where you can suggest enhancements for FlexRadio PowerSDR by using the Feature Request application and enter bug reports using the Bug Tracker. We strongly encourage you to use both of these tools rather than posting this information directly to the Reflector or Forums because these are the tools that our software development team uses to manage FlexRadio PowerSDR changes.
NOTE: Enhancement requests and bug reports posted only to the Reflector or Forums will not be addressed by the Software Development team.
To enter enhancements and bug reports, you are required to log into the FlexRadio Support web page. Getting an account and logging in is easy, fast and free.
Logging On to the FlexRadio Support Web Page and Account Maintenance
You login to the FlexRadio Support web pages by clicking on the Login button in the menu bar on the top right of this page and entering your user credentials. Once logged in successfully, you should see the welcome banner at the top of the FlexRadio Support web page with your user name.
By logging into the FlexRadio Support site, you have the ability to submit, edit and comments on bug reports and feature requests into their respective databases. Our software development addresses all bug reports and evaluates the user initiated feature requests for new FlexRadio PowerSDR enhancements. You do not need to login to view any information of the FlexRadio Support web site.
If you do not have a FlexRadio Support Center account (user name and password) you can easily set yourself up an account by clicking on the Register button in the menu bar at the top of the page which accesses the Universal Registration System (URS). In addition to access to the FlexRadio Support Center, the URS will automatically setup your account and give you the option to join the Reflector as well.
Logging into the Forums allows you to submit and comments on forum threads. Logging in is not required for reading forum content. Currently the Forum and the Knowledge Center user login process is handled a bit differently that the FlexRadio Support web site; you have to request a user login separately from the URS. Just click on Register at the top of the Forums page and follow the directions. The first time you login to the Forums, make sure you select the option "Remember Me? - Automatically login on future visits." so you do not have to repeatedly log into the Forums each time you visit them.
Even though you can create a user ID and password for the Knowledge Center, logging on to the Knowledge Center is not required. Guest user access (not logging in at all) will permit full access to the entire Knowledge Center. If you do decide to login to the Knowledge Center, make sure you select the option: "Remember me? - Automatically login on future visits." so you do not have to repeatedly login each time you visit the Knowledge Center.
If you have forgotten your password, click on My Account and select the e-mail option to have your password sent to you. If you still have trouble, you can send an e-mail describing your issue to the web site administrator by clicking on the Feedback menu option from the main web page.
Unsolicited Support Testimonials
"I received my HRFIO upgrade board yesterday, and was not able to get it installed until late in the evening. After installing it, the radio wouldn't recognize it so I sent a general e-mail to the Reflector around 11pm in hope of getting a response sometime the next day, from someone who had experienced the same problem. To my surprise, Dudley answered my e-mail 1-1/2 hours later, just after midnight! He immediately e-mailed me the needed file with instructions and in spite of the late hour, I couldn't resist trying it. It worked and I was up and running.
Thanks, Dudley. I never expected this level of support but receiving it, says a lot about your dedication."
Jim - K5HY
"I've learned a lot in a very short time because of all the information that is out there on the Reflector, TeamSpeak and the telephone support from Gerald and Eric. Forgive me for sounding gushy, but I couldn't help myself - the SDR-1000 is great! Thanks to all for a great experience."
Richard - KE5DLQ
"Your personal service to solve user problems is one of the biggest sellers of the SDR-1000™ GREAT CUSTOMER SERVICE and the SUPER performance that the SDR-1000™ has (and gets better each month) makes it the BEST radio on the market. Your never ending software upgrades add to mix in a big way!"
Ed - WA3BZT
"My Z100 antenna tuner in the SDR-1000™ arced and burnt the PCB. I
contacted FlexRadio support and they have shipped a replacement. When
you have dealt with as many manufacturers over the years as have I,
then you really appreciate the quality of support we enjoy as FlexRadio
customers. Just one more item on the rather large list of reasons I am
an avid Flexer."
Jim - W4ATK
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