Customer Support - Novatel SMART2 Installation And Operation User Manual

Customer Support

Customer Support
NovAtel Knowledge Base
If you have a technical issue, visit the NovAtel Support page at novatel.com/support. Through the Support page,
you can contact Customer Support, find papers and tutorials or download the latest firmware. To access the
latest user documentation, visit docs.novatel.com/OEM7.
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 support the data
bandwidth (see SERIALCONFIG command). NovAtel recommends a minimum suggested baud rate of
230400 bps.
1. Log the data suggested in the appropriate Troubleshooting Logs section to a file on your computer for 15
minutes.
General Troubleshooting Logs on the next page
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Tracking and Interference Troubleshooting Logs on the next page
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PPP Troubleshooting Logs on page 12
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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 results.
Contact Information
Log a support request with NovAtel Customer Support using one of the following methods:
Log a Case and Search Knowledge:
Website: novatel.com/support
Log a Case, Search Knowledge and View Your Case History: (login access required)
Web Portal: https://novatelsupport.force.com/community/login
E-mail:
support.novatel@hexagon.com
Telephone:
U.S. and Canada: 1-800-NOVATEL (1-800-668-2835)
International: +1-403-295-4900
SMART2 Installation and Operation Manual v4
support.novatel@hexagon.com
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