Customer Support - Novatel ProPak6 User Manual

Customer Support

NovAtel Knowledge Base
If a technical issue i s encountered, browse the NovAtel Web site: www.novatel.com/support/search. Use
the support pages to search for general information about GNSS and other technologies, information
about NovAtel hardware and software and installation and operation issues.
Before Contacting Customer Support
Before contacting NovAtel Customer Support about a software problem, perform the following steps:
1. Log the following data to a file a computer for 15 minutes:
RXSTATUSB ONCE
RAWEPHEMB ONCHANGED
RANGECMPB ONTIME 1
BESTPOSB ONTIME 1
RXCONFIGA ONCE
VERSIONA ONCE
2. If using one of the ProPak6 network interfaces, also log the following as necessary:
WIFICONFIG ONCE
WIFIAPSTATUS ONCHANGED
WIFICLISTATUS ONCHANGED
BLUETOOTHSTATUS ONCHANGED
CELLULARSTATUS ONCHANGED
LOGFILESTATUS ONCE
3. Send the data file to NovAtel Customer Support, using either the NovAtel FTP site at
ftp.novatel.ca/
4. You can also issue a FRESET command to the receiver to clear any unknown settings.

The FRESET command will erase all user settings. You should know your configuration and
be able to reconfigure the receiver before you send the FRESET command.
If you are having a hardware problem, send a list of the troubleshooting steps taken and results.
Contact Information
Use one of the following methods to contact NovAtel Customer Support:
Call the NovAtel Hotline at 1-800-NOVATEL (U.S. & Canada)
or +1-403-295-4500 (international)
Fax: +1-403-295-4501
E-mail: support@novatel.com
Web site: www.novatel.com
8
or through the support@novatel.com e-mail address.
Write: NovAtel Inc.
Customer Support Department
1120 - 68 Avenue NE
Calgary, AB
Canada, T2E 8S5
ProPak6 Installation and Operation User Manual Rev 4
ftp://