Fragen und Antworten

Frequently Asked Questions

Frequently asked questions and common problems

Do you have questions about your Garz & Fricke device? Here we have the most asked questions listed on this page and of course also answered. If you have a specific question, then simply contact our support via our contact form - they will gladly help you there.

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After Sale Service

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  • How do I submit a support request?

    The best way to contact us is to use the contact formular. Use the green contact icon on the right side of our website.

    If you have a software problem, please read the manual and the release note first. Many common user questions are already answered in our documentation. In case of a question then describe your issue as detailed as possible. If it is a simple question, please state exactly what you are attempting to do. Provide also the article number, serial number and the exact version of the operation system you use. Any error message would be also very helpful to solve the problem. Whenever possible, we are looking for specific examples oft he obstacles you’re running into. Just give us a starting point for our troubleshooting. We will answer your request as soon as possible. If you have any screen shot for us, you can send it to us later after our first respond.

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Embedded Systems

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  • How much does it cost to get support from a developer?

    You have three different packages to choose from: Bronze, Silver and Gold.

    Support package "Bronze" - 125€ net per hour

    Paid support for the advanced entry, e.g.

    • All services of the support package "Starter Kit" as well as
    • Support in setting up the development environment
    • Help with interface operation in the OS
    • Help with OS updates / changes
    • Provide CAD data

    The support takes place primarily by email. The package is valid for 180 days after commissioning. Invoicing takes place immediately after order confirmation. The Bronze Support Package includes the following hours of support: 8

    Support Package "Silver" – 110€ net per hour

    Support for the more up-market development needs, e.g.

    • All services of the support package "Bronze" as well
    • Provision of circuit diagram extracts
    • Provision of component data sheets
    • Lower OS support

    The support takes place primarily by email. The package is valid for 360 days after commissioning. Invoicing takes place immediately after order confirmation. The Silver support package includes the following hours of support: 16

    Support Package "Gold" – 95€ net per hour

    Paid support for project customers, e.g.

    • All services of the support package "Silver" as well
    • help with OS customization
    • In-house training

    The support takes place primarily by email. The package is valid for 360 days after commissioning.
    Invoicing takes place immediately after order confirmation.
    The support package "Gold” includes the following hours of support: 32

    If necessary, you can extend the hourly quota of the individual packages as needed to the next higher package.

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  • Setup and operation of a QML application on your Garz & Fricke HMI

    The manual contains detailed instructions on what steps are necessary to install your own QT application on the HMI. It is important that in addition to the installation of the QT Creator on the Linux development computer the appropriate SDK is installed.

    A very detailed installation video can be found on our website. It also describes how to set up the QT Creator so that all resources and paths are right: https://www.garz-fricke.com/resources/videos/

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  • How can a system update be done via the internet?

    Garz & Fricke usually offers several operating system versions for different devices, which are also regularly updated. These OS versions can be installed as a complete image over the Internet on the devices.

    First of all, the device must be connected to the Internet via the network.
    Then switch to the Flash-N-Go system with the following console commands:

    $ bootselect alternative
    $ reboot

    The device then boots into Flash-N-Go System and the corresponding boot logo appears on the screen. Activate DHCP via the following command:

    $ sconfig dhcp on

    Now the desired image can be downloaded via the internet. The following example refers to a Yocto Rocko image for a Santaro device.

    $ udhcpc; export TFTP=http://support.garz-fricke.com/products/Santaro/Linux-Yocto/Releases/Yocto-jethro-11.0-r8139-0/prebuilt_images;
    curl ${TFTP}/GUF-Yocto-jethro-11.0-r8139-0-IMX6GUF-fng-install.sh | sh

    You can first enter the following path in the web browser: “support.garz-fricke.com/products/” and then continue to complete the path through the device up to the folder “/prebuild_images”. After the expression “curl $ {TFTP}/” enter the name of the corresponding SH-Scrip and the expression " | sh ". The script can be found in the folder “/prebuild_images”. The installation process takes a little time. During the installation, the individual commands are constantly output on the console.

    Finally, the regular OS is activated via the following commands and the device starts with the new operating system.

    $ bootselect regular
    $ reboot

    You will also find videos with further update possibilities in our Garz & Fricke YouTube Channel.

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  • What options are available to perform an OS update?

    An OS update can be performed in the following ways:

    Download the update files from our website and install it via FTP or USB stick on the HMI device. System start in Flash-N-Go. It will then simply run the SH installation script under Flash-N-Go. The exact description can be found in the manual.

    Update via the Flash-N-Go USB update stick supplied by Garz & Fricke. After inserting the stick and restarting, an update program will be started. The available update files are displayed and can be installed over the Internet.

    Download the update files via CURL command. First, start the system in Flash-N-Go. Then executes the CURL command from the Linux console on the device. Detailed instructions are described in the following FAQ: "How to perform a system update over the Internet?

    You will also find videos with further update possibilities in our Garz & Fricke YouTube Channel.

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  • Where can I find How To videos on the website?

    At regular intervals new videos on different topics are made available on the Garz & Ficke website. One focus are the how to videos for software. If you want quickly get an overview of how software can be installed on the HMIs or how the different installed systems work, you should not miss the videos.

    https://www.garz-fricke.com/resources/videos/

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  • How to disable the QT GuF demo application on Yocto-Rocko?

    After system startup, a Qt-based test application will appear on the screen by default to demonstrate the function of the device. With little effort, this application can be disabled.

    After starting the system and logging in, enter the following command in the Linux console:

    $ update-rc.d -f qt-guf-demo remove

    The following message appears on the screen:

    update-rc.d: /etc/init.d/qt-guf-demo exists during rc.d purge (continuing) Removing any system startup links for qt-guf-demo ...

    After the next system start, the demo application will not start anymore.

    You will find more details regarding this issue in the software manual.

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  • Which bootlogo license models are available and how much do they cost?

    A Garz and Fricke HMI comes with a standard boot logo. It shows the lettering of the device type during the boot process. If you want to use your own boot logo you need to buy a license.

    Model Description Price Order Information
    Profi Liftetime licence for individual creation of custom boot logos. This contains the PIClic* program and a XML licence file that enables a customer to change the logo by himself. Valid for all clients projects on any of these GF HMIs NESO LT, CUPID, VINCELL (LT), SANTARO, SANTOKA and SANTINO (LT) The customer will install the boot logo by himself. If Garz & Fricke shall install the boot logo via serial teststand, they will charge the setup. 199€ Art. 10659
    Basic Liftetime licence for integration and visualiuation of a custom boot logo in PNF file format. Valid for one image on all GF HMIs of NESO LT, CUPID, VINCELL (LT), SANTARO, SANTOKA and SANTINO (LT). The customer will send an image file (PNG) in the desired resolution to Garz & Fricke, who will install that logo via serial teststand on the devices. The logo can be changed by Garz & Fricke only. No initial costs will arise for the first installation. Any further change of the bootlogo will be charged. A Customer Device Configuration (CDC) formular must be completed. 399€ Art. 10205
    Corporate Liftetime licence for integration and visualization of any user defined boot logo in PNG format. This contains the PIClic* program and a XML licence file that enables a customer to change the logo by himself. Valid for all clients projects on any of these GF HMIs NESO LT, CUPID, VINCELL (LT), SANTARO, SANTOKA and SANTINO (LT) The customer shall return his boot logo to Garz & Fricke for industrialization (installation on the devices via serial test stand). No initial cost will arise for first installion. Any further change of the bootlogo will be charged. A Customer Device Configuration (CDC) formular must be completed. 999€ Art. 10115

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  • How can I prevend under Linux-Yocto a bootlogo from showing up?

    Yocto Linux has a kernel option that prevents the standard logo from being displayed. If you enter "logo = black" in the kernel command line in the "boot.cfg" file, no boot logo will be displayed.

    Mount the mmcblk0p2 partion to the boot directory:

    mount /dev/mmcblk0p2 /boot/

    Open the file boot.cfg and append the logo expression to "logo = black". Finally sync the file change. 

    nano boot.cfg
    
    boot.cfg example:
    load -b 0x12010000 -p config -o config.xml
    load -b 0x12018000 -r root.cpio.gz
    load linuximage
    exec "console=ttymxc0,115200 root=/dev/ram0 rootfstype=ramfs rdinit=/sbin/init xmlram=0x12010000 logo=black"

    You will find more details regarding this issue in the software manual.

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  • Which build environment is supported for Linux?

    We only support the current Ubuntu LTS version. Depending on the operation system running on the HMI, our matching SDK must be installed on your Linux computer.

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Products

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  • Can I get a customized product?

    The products displayed on the website are our "Proven Concepts". They are based on components that have already proven themselves many times on the market in our customers' applications. These components are optimally tuned to keep your life as easy as possible.

    True to our motto "we make it yours", we transform our Proven Concept into your very own solution, subject to certain parameters. We are happy to explain in a personal conversation the possibilities of unique customization options, also taking into account logistic and economic aspects.

    Roughly speaking, it can be assumed that a modification becomes commercially interesting from an annual purchase quantity of 500 to 1.000 units and depends pretty much on the supply chain. Whereas our Proven Concepts are available in lower quantities.

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  • How can Garz & Fricke help me with the UL approval of my end-device?

    We can provide you with the required technical documentation for the integrated Garz & Fricke product. If there is any part declared as UL critical component we take this into account during mass production and ongoing product maintenance for this specific product.

    Please send your request with the desired product to sales@garz-fricke.com.

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  • Which products are already approved by UL as recognized component?

    The current listing is available in the online database UL Product iQ under Garz & Fricke's File Number E344353. If you find it difficult to access the UL database, our sales team will be happy to help.

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Return Material Authorization (RMA)

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  • How long can my product be repaired?

    Normally, the products can be repaired for at least 5 years after sale. It also depends on the product (for example, due to the use of customized parts) and can be obtained from the RMA department.

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  • What is the warranty period for repairs?

    The warranty period for repairs is 12 months.

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  • How much is a repair?

    It depends on the product and the detected error.

    Repair flat rates are defined for all common products that can be requested from the RMA department.

    The fee for a device check incl. software update are 48.50 EUR, which are at least, if no error is detected or the device settings have been adjusted by the customer.

    If the defect is covered by the warranty, Garz & Fricke will cover the repair costs.

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  • I want to have a Garz & Fricke product repaired that I bought from a distributor, what do I have to do?

    Please contact your distributor, he will take care of the repair process. Garz & Fricke can only repair devices for customers who have bought the products directly from us.

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  • I received an RMA number from the RMA department. What do I have to do now?

    Pack the product carefully and enclose a detailed description of the problem. Write the RMA number on the outside of the box and send it to the address:

    Garz & Fricke GmbH
    Schlachthofstrasse 20
    D-21079 Hamburg

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  • How long is the warranty period for the products?

    The warranty period is according to our terms and conditions 12 months from the date of delivery, unless a longer warranty period has been contractually agreed.

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  • How long does it take to repair a product?

    The standard repair turnaround time is 10 working days + shipping time. The shipping time abroad may be affected by national holidays, customs clearance, etc.

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  • What should I do if I want to have a product repaired?

    Please contact the RMA department by e-mail: rma@garz-fricke.com or by phone: +49 40 79 18 99 42 and tell us the serial number of the product. (These can be found on the rating plate for standard products on the back of the device). There you may receive an RMA number.

    Alternatively, you can submit your RMA request via our online form. You can find this here: Request RMA number

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Software development

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  • What is the year 2038 problem?

    Unix-based 32-bit systems represent the time through the seconds that have passed since January 1, 1970, and store it as a signed 32-bit integer value. Accordingly, the period is limited and there will be an overflow on 19 January 2038. This overflow can have a negative impact especially on poorly implemented timeouts in the software.

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  • Which software components are affected by the 2038 problem?

    The overflow problem can affect many software components, such as libraries, compilers, APIs, services, applications, file systems, and also network protocols. However, timeouts in the Linux kernel and drivers are based on jiffies rather than clock counter. Since, according to current information, the Garz & Fricke Linux systems do not use cron jobs or something similar the systems should continue to work stable. However, an incorrect time will be displayed.

    For other applications or any customer software, it depends on the concrete implementation of the timeouts, whether the "Year 2038 problem" has a negative impact.

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  • Will an update be necessary for the 2038 problem?

    This problem is already well-known in the Linux community and is currently being worked on in the kernel and in other libraries such as the glibc. It is recommended to create options for software updates in order to be able to carry out any necessary software updates if the appropriate software will be available for the kernel used. It should also be taken into account to change to newer devices or OS versions with a more recent kernel to increase the chance to get appropriate software support in the future. According to the current status (August 2019), however, no date can be mentioned. It will probably take a few more years for the above adjustments to be completed.

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  • Do adjustments need to be made to the customer application for the 2038 problem?

    It will not be enough to do an OS update. As mentioned above, the application's time-out functions must be checked. If they are implemented in a way that they can be affected by the overflow, the functions must be reworked. It must also be taken into account that any customer applications in the case of a system update has to be compiled and linked against the new libraries, etc. again, even if no timeout functions are used. It is also possible to carry out tests beforehand by artificially setting the system time to an appropriate date in order to force the overflow and to observe possible effects on the application.

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