Contact our support team

Your questions are answered by the same engineers who design and build our programmers, so you receive accurate, technical replies without long waits. Choose whichever channel suits you best:

Support hours: Sunday to Thursday, 09:00–17:00 Israel time (GMT+2/+3). We aim to answer email inquiries within one business day.

Before you contact us

A few details up front help us resolve your issue on the first reply. When you write to us, please include:

• Programmer model and quantity — for example, ICP2(G3) or ICP2-COMBO(G3)-8.
• Software version — the ICP for Windows and/or DLL version, shown under Help, About or in the installer file name.
• Target device — the full microcontroller part number and its silicon manufacturer.
• Operating mode — PC-driven, fully standalone, GANG/COMBO chain, or Secure Programming.
• The exact error message — the wording shown on screen, or the PASS/FAIL result you are seeing.
• What you expected and what happened — along with anything that recently changed in your setup, such as a new cable, a new PC, a software update, or a new batch of targets.
• Supporting files, when relevant — your environment/project file (PJ2), the HEX file, or a photo of the target connection.

Self-service resources

Many setup and configuration questions can be answered straight from our online resources:

• FAQ — answers to common questions, organized by category (Feature, Hardware, Programmer, Software) and searchable by keyword.
• Downloads — the latest ICP Family GUI software, DLL/Command Line software, Secure Programming utilities, and the LAN Configurator. A free account login is required for the most recent release.
• Documentation — user guides, application notes, and integration documents for the ICP2(G3) family.
• Device List — confirm that your target microcontroller is supported, from a list of more than 7,000 devices across all major silicon vendors.

Software updates

We recommend always running the latest software release. Updates add support for new device families, improve programming reliability, and include fixes, at no charge. Thanks to our Advanced G3 Technology, a single software version works across the entire ICP2(G3) family, so one download supports every Softlog programmer you own. Get the current release from the Downloads page. If you do not yet have an account, you can register in a few minutes.

Repairs and returns (RMA)

ICP2(G3) family programmers have no moving parts and are built for continuous 24/7 operation, so they rarely need service. If you do run into a hardware problem, please contact us before sending anything back:

1. Email support@softlog.com and describe the problem, including the details listed in “Before you contact us” above. Many issues are resolved remotely, with no return needed.
2. If a return is required, we will issue an RMA (Return Material Authorization) number together with shipping instructions.
3. Pack the unit securely and mark the RMA number clearly on the outside of the package and on any enclosed paperwork.
4. Once we receive the unit, we evaluate it and contact you with our findings and the next steps.

Please do not ship any product back without an RMA number, as unmarked returns can delay handling.

Warranty

Softlog Systems warrants its programmers against defects in materials and workmanship for a period of 12 months from the date of purchase. During the warranty period, Softlog Systems will, at its discretion, repair or replace any unit found to be defective under normal use.

The warranty does not cover damage caused by misuse, accidental damage, unauthorized modification or repair, incorrect connection, or operation outside the published specifications. To make a warranty claim, contact support@softlog.com and follow the RMA process described above.

Still need help?

Still have a question? We are glad to help. Email support@softlog.com or send us a message through the contact form, and a member of our team will get back to you.