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 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 support the data bandwidth (see SERIALCONFIG command). NovAtel recommends a minimum suggested baud rate of 230400 bps.

  1. Log the following data to a file on your computer for 15 minutes:

    LOG RXSTATUSB onchanged
    LOG ALMANACB onchanged
    LOG RAWEPHEMB onchanged
    LOG GLORAWEPHEMB onchanged
    LOG TRACKSTATB ontime 1
    LOG SATVIS2B ontime 60
    LOG BESTPOSB ontime 1
    LOG RANGEB ontime 1
    LOG RXCONFIGA once
    LOG ITDETECTSTATUSB onchanged
    LOG VERSIONA once
    LOG PORTSTATSB ontime 10

    For SPAN systems, add the following logs to the above list in the file created on your computer:

    LOG RAWIMUSXB onnew
    LOG INSUPDATESTATUSB onnew
    LOG INSPVAXB ontime 1
    LOG INSCONFIGA onchanged

    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 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: support@novatel.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