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Posting issues

Welcome to the Support Page! If you encounter any problems or have feedback, you can report issues directly to our support team via email. Follow the instructions below to ensure that your report contains all the necessary information.

Please make sure that you read the information on our issue guidelines before submitting an issue to our system. Thank you!

How to Report an Issue via Email

To report an issue, please send an email to the following address:

Support Email: support@whitebeet.sevenstax.de

Make sure to include the following details in your email to help us resolve your issue as quickly as possible.

Email Subject

Please use a clear and concise subject line, such as:

  • "Bug Report: [Brief description of the issue]"
  • "General Inquiry: [Topic]"

Email Body

In case you are submitting an issue to our tracker, please use the following template. If you just have a general question, feel free to reach out to us.

Template:

**Before you post**
- [ ] I confirm that I've read the [guide on how to post issues](./read_before_posting.md)
- [ ] I confirm that I've consulted the [wiki](../index.md) about my issue

**Your Setup**
Platform: PEV / EVSE
Firmware Version: i.e. V01_00_05
Host Controller Interface: Ethernet / SPI
Host: FreeV2G (EV_v1.0.4_0) / Own Implementation

**Describe the bug**
A clear and concise description of what the bug is.

**To Reproduce**
Steps to reproduce the behavior.

**Expected behavior**
A clear and concise description of what you expected to happen.

**Logs**
- If using the ethernet port enable the port mirror (see Whitebeet manual chapter *13.3.10 Set Port Mirror State*) and create a Wireshark log of the ethernet traffic between the host and the Whitebeet. Connect your host directly to your Whitebeet!
- If using SPI create a log file of the SPI traffic between host and Whitebeet. Currently Saleae Logic2 (preferred) and KingstVIS recordings are supported.
- Create a log of the debug port (J11 UART) of the Whitebeet.
- Attach the log files to this issue

**Additional context**
Add any other context about the problem here.

Response Time

Our support team aims to respond to all email queries within 24-48 hours. Please check your email inbox (and spam/junk folder) for replies from our team.

Thank you

Thank you for helping us improve our system! We appreciate your feedback and will work diligently to resolve any issues you encounter.