Tech. Support
(request for new user)
  • This email address is being protected from spambots. You need JavaScript enabled to view it.

LINUX KERNEL

A board’s general functionality depends on the kernel

as does its ability to be the solution to your problems, or the reason for them (needless to say, the fundamental system issues such as power usage or the idle time and wake up among various tasks, all depend on the kernel)

What do the majority of SBC suppliers do?

In a rush to follow the latest fashion of the Linux kernel (often a marketing rather than a technical strategy), not having the engineering structures in place, but having production capabilities and saving on precious time and money (lots of it) during a launch phase, they rush to get the kernel out on to the market WITHOUT accurately testing all the board peripherals or the thousand facets of the kernel.

They probably aren’t even able to do so, seeing as they only produce boards but don’t design them…two very different things. They often say quite clearly that the operating system is “community” driven and therefore fix it yourself if it breaks.

Try putting a call for help in one of the 1000 web forums that deal with these issues and see what happen.

Linux

Who knows you might get lucky.

What do we do at Novasom Industries?
Our “latest” kernel available on line has been tested and checked at the lowest level with all of the board’s peripherals and corrected where necessary. When we are satisfied with its stability, we release a new version, guaranteeing our customers protection from age old recursions and bugs. And the old versions are always available as factory settings. Upon bootstrapping a Novasom it says: kernel xx-yy-zz + Novasom which means that this kernel is ours and not the network’s.
This doesn’t just guarantee its functionality, but also its stability over time, its retro compatibility and against the recursion of bugs. Just to give you an idea which we will take into further detail later, the kernel being used in August 2016 has undergone over a 1000 improvements both big and small. And what you find on line proposed by other SBC manufacturers? Is that up to par?
 

We have the answer

We could discuss a thousand aspects of SW and HW on this board, about how it is industrial and what it means to have rugged solutions instead of false commercial ones … but … call our Novasom sales rep and ask for help, you’ll get serious and real time answers.
 
But let’s get back to us, a Linux kernel, any version, is a set of SW features taken from “on line” and being an open source software with no formal owner, has no guarantees. It is constantly being updated by who knows who with no guarantee of function continuity, problem solving or retroactive compatibility. In other words, old and new problems come back to haunt you.
Practically what happens while you are working with a certain kernel, you do a “necessary” upgrade to resolve bugs, activate previously unsupported peripherals and other stuff, and all of a sudden the game has changed, and you find yourself forced to redo part of the sw already developed because the functions you were using just aren’t there any more or have changed.
This is the situation, the plain truth. And you can see how the development of any application SW becomes complex and uncertain. Ask any developer …
Again: the Novasom Industries kernel is fully tested and guaranteed to work with whatever Novasom hardware you use.
We believe that a good technical support is one of the key of our and your's success. To give you the best services we can, our engineer need to understand your request , may be replicate the probem you ask , and give you a proper and sure answer. In order to do this in a structured way, we use a process and a management tools that will require a minimum process time and proper tools to avoid miss information with " quick email" .

Thanks for understand that.

Please follow the instructions below

Step 1 - Fill in the form

Step 1 - Fill in the form

To better help you, we need to identify you and your company. Please insert your company e-mail and your company name in order to allow us to easily identify you and to offer to you the best possible support. To send the request, you must accept the support conditions. After completing everything, click "Send".

This authorization will be done as soon as possible, within our business working day UTC + 2. As soon as we process the request, typically 24-48h, you will receive an email with the credentials at the email you indicate as contact. Be sure it's correctly written. A phone number will help us in case we need to contact you.

Step 2 - Access credentials

At the e-mail address entered in the initial form, an e-mail will be sent with access credentials.
Step 3 - Login with the credentials you receive

Step 3 - Login with the credentials you receive

Reconnect to the site and, with the your credentials, do the "Login"
Step 4 - Read Documentation or open a Support Case

Step 4 - Read Documentation or open a Support Case

Once logged in you will have the opportunity to choose between "Documentation" and "Cases"

"Documentation" is the section where you can find manuals, application notes and other documentation useful to make your product work. TIP: before opening a case, try to take a look at this section, the resolution of your problem could be at your fingertips.

"Cases" is the section where you can open the real requests for assistance and have a direct contact with our support team. Our target is to help you in the shortest time we can, but our main purpose is to give you a good and proper answer. Those things require time, to understand, because those things are complex and every customer is important to us.
Thanks for understanding
Step 5 - To open the Case go to

Step 5 - To open the Case go to "Cases" and select New Case

Step 6 - Fill the technical support form

Step 6 - Fill the technical support form

A new form will open and you’ll be able to insert the type of request and the type of problem. We ask you to be as precise as possible including, in addition to the problem encountered, and the identification data of the board/product (product number, serial number, DC, order code); in this way we could offer you the best possible support.
After entering all the data, press "Send". The request comes directly to our support team who will try to give you the best assistance in the shortest possible time.
TIP: to make the support as efficient as possible install on your computer Team Viewer, headphones and microphone: they may be useful to communicate with our team.

Move to below step 7

Step 7 - How to see all open Cases (will this be by company or by individual?  If individual you can indicate “your” open cases.)

Step 7 - How to see all open Cases (will this be by company or by individual? If individual you can indicate “your” open cases.)

Pressing "List Case" you’ll have the history of all the open Cases and you will to be able to monitor their statuses, maintain a dialog with our support team and to close once resolved.

Request that once a case is opened you try to maintain a dialog within the case and not start a new case unless it is for a separate “problem” warranting a separate technical investigation.