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.
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Use the information in the Troubleshooting section to diagnose and troubleshoot your receiver's symptoms.
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Log the data suggested in the appropriate Troubleshooting Logs section to a file on your computer for 15 minutes.
If using NovAtel Application Suite, log the Troubleshooting message set for 15 minutes.
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Send the data file to NovAtel Customer Support: support.novatel@hexagon.com
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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: shop.novatel.com/novatelstore/s/login/
E-mail:
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 0.5
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 0.5
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 0.5
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 GALINAVRAWEPHEMERISB ONNEW
LOG BDSEPHEMERISB ONNEW
LOG BESTPOSB ONTIME 1
LOG RANGEB ONTIME 0.5
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 0.5
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 GPSEPHEMB ONNEW
LOG GLOEPHEMERISB ONNEW
LOG QZSSEPHEMERISB ONNEW
LOG BDSEPHEMERISB ONNEW
LOG BDSBCNAV1EPHEMERISB ONNEW (firmware versions 7.08.03 and 7.08.10 and later)
LOG BDSBCNAV2EPHEMERISB ONNEW (firmware versions 7.08.03 and 7.08.10 and later)
LOG BDSBCNAV3EPHEMERISB ONNEW (firmware versions 7.08.03 and 7.08.10 and later)
LOG GALFNAVEPHEMERISB ONNEW
LOG GALINAVEPHEMERISB ONNEW
LOG RANGEB ONTIME 0.5
LOG BESTPOSB ONTIME 1.0
LOG RXCONFIGB ONCE
LOG VERSIONB ONCE
LOG TRACKSTATB ONTIME 10.0
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 GLOALMANACB ONNEW
LOG GALALMANACB ONNEW
LOG BDSALMANACB ONNEW
LOG QZSSALMANACB ONNEW
LOG IONUTCB ONNEW
LOG GLOCLOCKB ONNEW
LOG LBANDBEAMTABLEB ONCHANGED
ALIGN Troubleshooting Logs
LOG RXSTATUSB ONCHANGED
LOG RAWEPHEMB ONNEW
LOG GLORAWEPHEMB ONNEW
LOG GALINAVRAWEPHEMERISB ONNEW
LOG BDSEPHEMERISB ONNEW
LOG BESTPOSB ONTIME 1
LOG RANGEB ONTIME 0.5
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 on a receiver where ALIGN is enabled.)
LOG HEADINGSATSA ONNEW (This log can only be output on a receiver where ALIGN is enabled and configured as the ALIGN rover.)
LOG DUALANTENNAHEADINGB ONTIME 1.0
LOG TRACKSTATB_1 ONTIME 1 (dual antenna receivers only)
LOG RANGEB_1 ONTIME 0.5 (dual antenna receivers only)