Announcing Changes to Ettus Research Technical Support (effective 1 January 2024)

[Ettus Research Technical Support]

Hello Community:

We would like to announce a change in the way that NI / Ettus Research provides technical support.

Effective 1 January 2024, the NI/Ettus technical support team has changed the way that we provide technical support for NI/Ettus USRP hardware and software. We have transitioned to the NI Service Request Manager (SRM) to provide direct technical support.  The NI SRM system is now the primary way to obtain technical support for NI/Ettus USRP hardware and software. The NI SRM system can be used to submit new requests for technical support as well as request repairs (RMA).

To obtain technical support through NI Service Request Manager (SRM), please visit the NI Technical Support Website at [1]. From there, you can access NI SRM and submit your service request in three steps:

Step 1: Visit the NI Technical Support Website at [1], and scroll down to "Request Support", and click "Open A Service Request". You will be prompted to log in with your NI account. If you do not yet have an NI account, then you will need to create one, which includes providing valid serial number(s) for your NI/Ettus product(s). For more information about this, please visit the page at [2].

Step 2: Select the desired service (either "Request Technical Support" or "Repair"). To start an RMA for a USRP device, log in to NI SRM, and select "Repair".

Step 3: Enter your USRP model number(s) under "Supported Hardware Models", and click "Next" to proceed. Someone from the NI/Ettus technical support team will respond to your query within 24 to 48 hours (within two business days).

For more details about how to open a service request, please visit the page at [3].

The NI/Ettus USRP hardware is entitled to the NI Hardware Warranty Program, which includes one year of standard technical support. To learn more about this program, please visit the Hardware Service Programs page at [4].

Please reference the Technical Support page [5], and specifically the Email page [6] and the NI SRM page [7], on the Ettus Research Knowledge Base (KB).

Free technical support options are available through several SDR community mailing lists [8], including this one. The mailing lists are a free community-driven resource that is often monitored by NI / Ettus Research engineers as well as by many other experts in the SDR community.


[1] https://www.ni.com/en/support.html

[2] https://www.ni.com/en/shop/resources/creating-account.html

[3] https://knowledge.ni.com/KnowledgeArticleDetails?id=kA03q000000x20LCAQ

[4] https://www.ni.com/en/shop/services/hardware/hardware-service-programs.html

[5] https://kb.ettus.com/Technical_Support

[6] https://kb.ettus.com/Email

[7] https://kb.ettus.com/NI_SRM

[8] https://kb.ettus.com/Mailing_Lists