OEM6 Family Installation and Operation User Manual Rev 12
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Customer Support
NovAtel Knowledge Base
If a technical issue occurs, visit the NovAtel support website at
and search for
general information about GNSS and other technologies, information about NovAtel hardware, software,
installation and operation issues.
Before Contacting Customer Support
Before contacting NovAtel Customer Support about a firmware problem, perform the following steps:
1. Log the following data to a file on a computer for 15 minutes:
RXSTATUSB once
RAWEPHEMB onchanged
RANGEB ontime 1
BESTPOSB ontime 1
RXCONFIGA once
VERSIONA once
2. Send the data file to NovAtel Customer Support, using either the NovAtel FTP site at
or through the
e-mail address.
3. Also issue a
FRESET
command to the receiver to clear any unknown settings.
If a hardware problem is encountered, 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:
Log a Case, Search Knowledge and View Your Case History:
(login access required)
Web Portal:
https://novatelsupport.force.com/community/login
E-mail:
Telephone:
U.S. and Canada: 1-800-NOVATEL (1-800-668-2835)
International:
+1-403-295-4900
Note how the receiver is configured before sending the
FRESET
command by logging
RXCONFIGA once to recall settings. The
FRESET
command erases all user settings and
performs a factory reset.