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.

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.

  2. Send the data file to NovAtel Customer Support: support.novatel@hexagon.com

  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

General Troubleshooting Logs

LOG RXSTATUSB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG BESTPOSB ONTIME 1

LOG RANGEB ONTIME 1

LOG RXCONFIGA ONCE

LOG VERSIONA ONCE

LOG LOGLISTA ONCE

LOG PORTSTATSA ONTIME 10

LOG PROFILEINFOA ONCE

LOG HWMONITORA ONTIME 10

If you have a RELAY7, add the following logs:

LOG SATELSTATUSB onchanged

LOG INTERFACEMODEB onchanged

LOG SERIALCONFIGB onchanged

Tracking and Interference Troubleshooting Logs

LOG VERSIONA ONCE

LOG RXCONFIGA ONCE

LOG CHANCONFIGLISTB ONCE

LOG PASSTHROUGHA ONNEW

LOG RXSTATUSB ONCHANGED

LOG CLOCKSTEERINGB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG GALINAVRAWEPHEMERISB ONNEW

LOG BDSEPHEMERISB ONNEW

LOG QZSSEPHEMERISB ONNEW

LOG NAVICEPHEMERISB ONNEW

LOG RAWALMB ONNEW

LOG GLORAWALMB ONNEW

LOG GALALMANACB ONNEW

LOG BDSALMANACB ONNEW

LOG QZSSALMANACB ONNEW

LOG NAVICALMANACB ONNEW

LOG IONUTCB ONNEW

LOG GLOCLOCKB ONNEW

LOG GALCLOCKB ONNEW

LOG BDSCLOCKB ONNEW

LOG TRACKSTATB ONTIME 1

LOG RANGEB ONTIME 1

LOG BESTPOSB ONTIME 1

LOG SATVIS2B ONTIME 30

LOG ITDETECTSTATUSB ONCHANGED

For dual antenna receivers, add these logs:

LOG TRACKSTATB_1 ONTIME 1

LOG RANGEB_1 ONTIME 1

For interference issues add this log.

LOG ITPSDDETECTB ONNEW

For interference issues, when you have enough datalink bandwidth to handle large logs, add this log:

LOG ITPSDFINALB ONNEW

SPAN Troubleshooting Logs

LOG RXSTATUSB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG BESTPOSB ONTIME 1

LOG RANGEB ONTIME 1

LOG RXCONFIGA ONCE

LOG VERSIONA ONCE

LOG RAWIMUSXB ONNEW

LOG INSUPDATESTATUSB ONCHANGED

LOG INSPVAXB ONTIME 1

LOG INSCONFIGA ONCHANGED

LOG BESTGNSSPOSB ONTIME 1

RTK Troubleshooting Logs

LOG RXSTATUSB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG QZSSRAWEPHEMB ONNEW

LOG BDSRAWNAVSUBFRAMEB ONNEW

LOG GALFNAVRAWEPHEMERISB ONNEW

LOG GALINAVRAWEPHEMERISB ONNEW

LOG RANGEB ONTIME 1.0

LOG BESTPOSB ONTIME 1.0

LOG RXCONFIGB ONCE

LOG VERSIONB ONCE

LOG TRACKSTATB ONTIME 1.0

LOG RTKPOSB ONTIME 1.0

LOG MATCHEDPOSB ONNEW

LOG MATCHEDSATSB ONNEW

LOG RTKSATSB ONTIME 1.0

LOG PSRPOSB ONTIME 1.0

LOG RAWALMB ONNEW

LOG IONUTCB ONNEW

LOG GLORAWALMB ONNEW

LOG GLOCLOCKB ONNEW

LOG PASSTHROUGHB ONNEW

LOG CLOCKMODELB ONTIME 1.0

LOG REFSTATIONB ONNEW

LOG RTKVELB ONTIME 1.0

PPP Troubleshooting Logs

LOG RXSTATUSB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG QZSSRAWEPHEMB ONNEW

LOG BDSRAWNAVSUBFRAMEB ONNEW

LOG GALFNAVRAWEPHEMERISB ONNEW

LOG GALINAVRAWEPHEMERISB ONNEW

LOG RANGEB ONTIME 1.0

LOG BESTPOSB ONTIME 1.0

LOG RXCONFIGB ONCE

LOG VERSIONB ONCE

LOG TRACKSTATB ONTIME 1.0

LOG LBANDTRACKSTATB ONTIME 1.0

LOG PPPPOSB ONTIME 1.0

LOG PPPSATSB ONTIME 1.0

LOG TERRASTARINFOB ONCHANGED

LOG TERRASTARSTATUSB ONCHANGED

LOG PSRPOSB ONTIME 1.0

LOG ALMANACB ONNEW

LOG IONUTCB ONNEW

LOG GLORAWALMB ONNEW

LOG GLOCLOCKB ONNEW

LOG LBANDBEAMTABLEB ONCHANGED

ALIGN Troubleshooting Logs

LOG RXSTATUSB ONCHANGED

LOG RAWEPHEMB ONNEW

LOG GLORAWEPHEMB ONNEW

LOG BESTPOSB ONTIME 1

LOG RANGEB ONTIME 1

LOG RXCONFIGA ONCE

LOG VERSIONA ONCE

LOG LOGLISTA ONCE

LOG PORTSTATSA ONTIME 10

LOG ALIGNBSLNENUB ONNEW

LOG ALIGNBSLNXYZB ONNEW

LOG ALIGNDOPB ONNEW

LOG HEADING2B ONNEW

LOG MASTERPOSB ONNEW

LOG ROVERPOSB ONNEW — This log can only be output if you have Y model ALIGN

LOG HEADINGSATSA ONNEW — This log can only be output on the ALIGN rover

LOG DUALANTENNAHEADINGB ONTIME 1.0