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SMART-MR10/15 User Manual Rev 5 19
Customer Support
Customer Support
NovAtel Knowledge Database
If you have a technical issue, try the NovAtel knowledge database on the NovAtel website at
www.novatel.com
through Support | Helpdesk & Solutions | Search Known Solutions. Through the
knowledge database, you can keyword search for general information about GNSS, information about
NovAtel hardware and software, installation and operation issues, and general technology.
Before Contacting Customer Support
Before contacting NovAtel Customer Support about a software problem perform the following steps:
1. Log the following data to a file on your PC for 15 minutes
RXSTATUSB once
RAWEPHEMB onchanged
RANGEB ontime 1
BESTPOSB ontime 1
RXCONFIGA once
VERSIONB once
CELLSTATUSA onchanged [SMART-MR15 only]
To run these logs you can connect to one of the COM ports, then use NovAtel Connect, described
in Connect on page 58, through Tools | Logging Control Window, or terminal software.
2. Send the file containing the logs to NovAtel Customer Support using the support@novatel.com
e-mail address.
3. You can also issue a factory reset (FRESET) to the receiver to clear any unknown settings.
If you are having a hardware problem, send a list of the troubleshooting steps taken results.
Contact Information
The FRESET command will erase all user settings. You should know your
configuration and be able to reconfigure the receiver before you send the FRESET
command.
Phone: 1-800-NOVATEL (U.S. & Canada) or +1-403-295-4900 (international)
Fax: +1-403-295-4901
E-mail: support@novatel.com
Website: www.novatel.com
Write: NovAtel Inc.
Customer Support Department
1120 - 68 Avenue NE
Calgary, AB
Canada, T2E 8S5