Customer Support - Novatel AG-Star User Manual

Customer Support

NovAtel Knowledge Base
If you have a technical issue, browse to the NovAtel Web site at
Helpdesk and Solutions | Knowledge and Forums. Through this page, you can search for information about
®
SMART antennas 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. Issue the following logging commands to collect data to a file on your computer for 15 minutes:
LOG VERSIONA ONCE
LOG RXSTATUSA ONCHANGED
LOG RXCONFIGA ONCE
LOG RAWEPHEMA ONNEW
LOG BESTPOSA ONTIME 1
LOG RANGEA ONTIME 1
LOG GLORAWEPHEMB ONCHANGED
2. Send the file containing the logs to NovAtel Customer Support, using either the NovAtel FTP site at
ftp.novatel.ca/outgoing/support/Software/
3. 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
1. For GLONASS channel configuration.
AG-Star User Manual Rev 4
www.novatel.com
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or through the support@novatel.com
Write: NovAtel Inc.
Customer Support Department
1120 - 68 Avenue NE
Calgary, AB
Canada, T2E 8S5
then select Support |
ftp://
e-mail address.
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