manual download approval taking a long time?

[uwegeuder]

Hi!

We are actively developing on i.MX6 so I requested one of the manuals with the padlock symbol on the documentation list  i.MX6Q|i.MX 6Quad Processors|Quad Core|Freescale

I think it said that approval takes typically 24-48 hours. But 2 weeks later the download has been neither approved nor denied.

Is that a normal response time others have experienced, too?

Regards,

Uwe

[uwegeuder · Accepted solution]

My download request on the web site was disapproved without further details yesterday Aug 10. They advice

     Please contact your FAE or sales representative so they can reconsider your request.

So it took them 2.5 months for that answer. Needless to say I am not impressed.

P.S. As commented before I have already received the document with the help of the SR created by Carlos.

[CarlosCasillas]

Hi Uwe,

Could you please comment which specific padlock symbols have you requested? Because the link that you provided just pointed to the Documentation section of the i.MX6 page.

Best regards!

/Carlos

[uwegeuder]

I have requested the Security Reference Manual. Of course not having seen the manual I have no idea whether I need it. We are using Trustzone (some of our code runs in secure world) so I guessed that manual might be important for me.

The download still says:

> Our records indicate you requested approval to download this item on May 13, 2015 at 02:42 AM. You will be notified by an email when your request has been processed.

[CarlosCasillas]

Hi Uwe,

Could you please tell me if you are in contact with a Freescale representative (Sales or FAE)? If it is the case, could you please mention his/her name? It may help to redirect a reminder to the proper person.

I will be waiting for your reply.

Best regards!

/Carlos

[uwegeuder]

Thanks Carlos for your reply!

Somebody in our company has certainly be in contact with Freescale, but I personally have not. I'll try to find out a name (in the worst case this might take a while, because my contact person is on holidays this week and myself I will be on holidays next week).

I guess I'll send you the name in a personal message, not sure whether it's OK to mention the name of other employees in a public forum.

[uwegeuder]

I've received one contact (there have been others, but as mentioned I don't have them now). Unfortunately it does not seem to be possible to send you a private message unless you follow me. I guess you could follow me just for the purpose of this discussion, feel free to unfollow once it is resolved.

[CarlosCasillas]

Hi Uwe,

I have created for you the Service Request SR# 1-3853321381. You should receive additional information through that channel.

Best regards!

/Carlos

[uwegeuder]

Thanks for your help Carlos, the SR you created was resolved today and I received the manual.

So my case is solved, but I leave the general question open. I don't know whether it's normal that it takes so long...

[CarlosCasillas]

Hi Uwe,

I’m glad to know that you already got the requested documentation. I just verified that the SR is already closed, so, if you also want to close this thread, please click the Correct Answer button.

Best regards!

/Carlos

[CarlosCasillas]

Hi Uwe,

I have received your private message with the contact details. I will verity the next step and I will send you an update.

Best regards!

/Carlos