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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 contacting 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 230400 bps.
1. Log the following data to a file on your computer for 15 minutes:
LOG RXSTATUSB onchanged
LOG RAWEPHEMB onchanged
LOG GLORAWEPHEMB onchanged
LOG TRACKSTATB ontime 1
LOG BESTPOSB ontime 1
LOG RANGEB ontime 1
LOG RXCONFIGA once
LOG VERSIONA once
LOG PORTSTATS ontime 10
For issues with tracking L-Band or TerraStar (PPP) convergence, add the following logs to
the above list in the file created on your computer:
LOG ALMANACB ONCHANGED
LOG IONUTCB ONCHANGED
LOG GLOCLOCKB ONCHANGED
LOG PPPPOSB ONTIME 1
LOG PPPSATSB ONTIME 1
LOG LBANDTRACKSTATB ONTIME 1
LOG TERRASTARINFOA ONCHANGED
LOG TERRASTARSTATUSA ONCHANGED
LOG LBANDBEAMTABLEA ONCHANGED
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.
SMART2 Installation and Operation Manual 1
support@novatel.com
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