Process for RMA - Agilex 7 FPGA I-Series Transceiver Development Kit (6x F-Tile)

Hello there,

I have an Agilex™ 7 FPGA I-Series Transceiver Development Kit (6x F-Tile) (https://www.altera.com/products/devkit/a1jui0000049utomam/agilex-7-fpga-i-series-transceiver-development-kit-6x-f-tile) that has recently stopped functioning correctly. 

In particular, the JTAG chain does recognize the existence of the Agilex FPGA. Quartus's JTAG debugger throws an error:

 Error: TDI connection to the first detected device 10M16S(A|C|L) might be shorted to GND
Error: The TCK and TMS connections to the device before the first detected device 10M16S(A|C|L) might have a problem
Info: Detected 1 device(s) Info: Device 1: 10M16S(A|C|L) 

When trying different settings on the JTAG chain selection mux, it is clear that the System MAX10 is detected and functioning correctly, but the Agilex FPGA cannot be detected. 

We have tried to reprogram the MAX10 with the factory default image, but there has been no change. 

We suspect a hardware issue with the JTAG chain. At this point, the Agilex FPGA is not accesible, rendering the board unusable for our purpose. 

Could ALTERA please support us on this? Is it possible to start the process for an RMA? Are there any options that we can consider?

We greatly appreciate your assistance in this time of need 

Thank you