Arm Support Hub frequently asked questions

The Arm Support Hub makes it easy for you to open and manage support cases for technical problems
or questions about your Arm IP.

Here are answers to some frequently asked questions about the Support Hub.

  • How do I access the Support Hub?

    You can access the Support Hub from Arm.com or Developer.arm.com by navigating to the Support section on those sites. You can also access the Support Hub directly at https://services.arm.com/support.

  • If I used the previous system, do I need to re-register for the Support Hub?

    No. You use the same Arm Account credentials that you used on the previous system. There is no need for you to re-register. If you have not registered, you need to enter your details to create an account.

  • Can I access a support case that I opened in the previous system?

    Yes. We migrated all support cases from the previous system to the Support Hub. Although your case now has a different case reference, existing links redirect to your case in the Support Hub. You can also search for a case in the Support Hub using your old case reference number.

  • Can I still use email to raise a case and communicate with the Support team?

    Yes. You can choose whether to use the Support Hub or email to interact with Arm on your support case. All our support email addresses continue to work. However, we encourage you to raise your case on the Support Hub. This is because the Support Hub gives you access to our knowledge base and gives you a faster response time.

  • Why do support emails from Arm now show a full response?

    All communication from our Application Engineers on your case is on email, and you receive emails with the full written response. Therefore, the historical Arm Account notification preferences (full text, link only, or no email) no longer apply.

  • Can I add watchers to my case?

    Yes. You can add other members of your organization as watchers on a support case. These watchers can see the history of the case in the Support Hub. 

    You can add people from your organization to the support case using the To or cc field of your email. This means that they receive email updates. 

    You can also add people from outside your organization as watchers. For security, you must add people with a different email domain to yours from the Watchers section of the Support Hub.

  • Can I remove watchers from my case?

    Yes. If you want to remove watchers from a case, you can do this in the Support Hub. Removing somebody from the cc of an email does not remove them as a watcher.

  • How can I access a case I am watching?

    The My Watched Cases tab in the Support Hub provides a list of all the cases on which you are a watcher.

  • Which permissions do watchers have on support cases?

    Watchers have full edit rights on a support case that they are watching. For example, watchers can correspond on the case, add more watchers, stop watching, close a case, and complete the support survey.

  • Do I need to provide the name of my product when opening a support case?

    Providing the name of your product when you open a support case allows a quicker response. However, you can also describe the product in your own words.

  • Where can I see updates on my case?

    The Feed section of the Support Hub shows all activity on a case. You can sort activity by Most Recent Activity. Any activity on the case, including emails or attachments, appears in the timeline history. To find and view these items, use the Emails and Attachments tabs next to Feed.

  • Which attachments can I upload to my support case?

    After you open your support case, you can upload attachments of up to 5GB in size. There is no restriction on file type, so you can upload whatever file you would like to share with the Arm engineer who is working on your case.

  • Can I add rich text, inline images, and code snippets to my support case?

    Yes. On the Case Details page, you can share an update on your case in the Post section. This section supports rich text, inline images, and code snippets.

  • What is the Customer Reference field for?

    On the Case Details page, there is a Customer Reference field, where you can add your project, business unit, or other useful information to help organize a support case. You can use this reference to search for cases with the Search cases bar in the page header.

  • How can I change my time zone?

    Currently, you cannot change your location and time zone settings in the Support Hub. Timestamps against support cases in your list views display in GMT-7.

  • Should I close my case when my question is answered?

    Yes. When you have received a satisfactory answer on your case, close the case using the button at the top of the Case Details page.

    When a case is closed in the Support Hub, you see a survey asking for your feedback. Give us as much information as you can about how your case was handled. This information helps us to improve our service in the future.

  • Can I reopen a closed case?

    Yes. You can reopen a closed case anytime, which puts the status of the case at In Progress. You can also reopen a support case by replying to any of the emails that you received about the case.

  • How can I provide feedback on the new Support Hub?

    You can provide feedback using the feedback button on the Support Hub. When providing feedback about a support case, include the case number in your feedback. You can also provide contact details if you would like a direct response.

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