SMART6 User Manual Rev 3
9
Customer Service
NovAtel Knowledge Base
If you have a technical issue, visit the NovAtel support website at www.novatel.com | Support | Helpdesk and
Solutions | Knowledge and Forums. Through this page, you can search for general information about SMART
®
antennas and other technologies, information about NovAtel hardware, software, installation and operation issues.
Before Contacting Customer Support
Before you contact NovAtel Customer Support about a software problem perform the following steps:
1. Issue the following logging commands to collect data to a file on your computer for 15 minutes:
LOG VERSIONA ONCE
LOG RXSTATUSA ONCE
LOG RXCONFIGA ONCE
LOG RAWEPHEMA ONNEW
LOG BESTPOSA ONTIME 1
LOG RANGEA ONTIME 1
LOG GLORAWEPHEMB ONCHANGED
1
2. Send the file containing the logs to NovAtel Customer Service, using either the NovAtel ftp site at
e-mail address.
3. You can also issue a
FRESET
command to the receiver to clear any unknown settings.
If you are having a hardware problem, send a list of the troubleshooting steps taken and the results.
Contact Information
Use one of the following methods to contact NovAtel Customer Support:
1. For GLONASS channel configuration.
The
FRESET
command will erase all user settings and perform a factory reset. You should know
your configuration and be able to reconfigure the receiver before you send the
FRESET
command.
Call the NovAtel Hotline at 1-800-NOVATEL (U.S. and Canada) or +1-403-295-4500 (international)
Fax: +1-403-295-4501
E-mail:
website:
Write: NovAtel Inc.
Customer Support Department
1120 - 68 Avenue NE
Calgary, AB
Canada, T2E 8S5