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Customer Support
Customer Support
NovAtel Knowledge Base
If you have a technical issue, visit the NovAtel Support page at www.novatel.com/support.
Through the Support page, you can contact Customer Support, find papers and tutorials or down-
load current manuals and the latest firmware.
Before Contacting Customer Support
Before you contact NovAtel Customer Support about a software problem, perform the following
steps:
If logging data over an RS-232 serial cable, ensure that the configured baud rate can sup-
port the data bandwidth (see SERIALCONFIG command). NovAtel recommends a min-
imum suggested baud rate of 115200 bps.
1. Log the following data to a file on your computer for 15 minutes:
RXSTATUSB once
RAWEPHEMB onchanged
GLORAWEPHEMB onchanged
BESTPOSB ontime 1
RANGEB ontime 1
RXCONFIGA once
VERSIONA once
For SPAN systems, include the following logs in the file created on your computer:
RAWIMUSXB onnew
INSUPDATESTATUSB onnew
INSPVAXB ontime 1
INSCONFIGA once
2. Send the data file to NovAtel Customer Support:
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
(by requesting the RXCONFIGA log) 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 the res-
ults.
Contact Information
Log a support request with NovAtel Customer Support using one of the following methods:
Log a Case and Search Knowledge:
OEM6 to OEM7 Integration Guide v1
support@novatel.com
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