User's Manual Part 1

18 OEMV Family Installation and Operation User Manual Rev 5B
Customer Service
Customer Service
Firmware upgrades are firmware releases, which increase basic functionality of the receiver from one
model to a higher level model type. When available, upgrades may be purchased at a price, which is
the difference between the two model types on the current NovAtel Inc. Price List plus a nominal
service charge.
Firmware upgrades are accomplished through NovAtel authorized dealers.
Contact your local NovAtel dealer first for more information. To locate a dealer in your area or if the
problem is not resolved, contact NovAtel Inc. directly using one of the following methods:
Call the NovAtel Hotline at 1-800-NOVATEL (U.S. & Canada), or [phone] (international)
Fax: [phone]
E-mail: [e-mail]
Website: http://www.novatel.com
Write:
NovAtel Inc.
Customer Service Department
1120 - 68 Avenue NE
Calgary, AB
Canada, T2E 8S5
 Before contacting NovAtel Customer Service regarding software concerns, please do the
following:
1. Issue a FRESET command
2. Log the following data to a file on your PC for 30 minutes
RXSTATUSB once
RAWEPHEMB onchanged
RANGEB ontime 1
BESTPOSB ontime 1
RXCONFIGA once
VERSIONB once
3. Send the file containing the log to NovAtel Customer Service, using either the NovAtel ftp
site at ftp://ftp.novatel.ca/incoming or the [e-mail] e-mail address.
If there is a hardware problem that has not been resolved, please send a list of the troubleshooting
steps you have taken and their result. See also Chapter 8, Troubleshooting on Page 124.