Tech. Support
(request for new user)
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Our vision of SAFETY: Switch on and forget

OUR VISION OF SAFETY

The safety of an SBC like a Novasom board can be assured by a redundant architecture, up to make the system SIL certifiable.

EXTREME CASES
like
MEDICAL EQUIPMENT
RAILWAYS

Obviously this increases the cost and complexity of the system, but warranties that if a cpu stops working, there is another able to take control. This is needed in critical applications used in life saving roles.

Cost increase
Warranty

Excluding these extreme cases, that require time and increases cost of the product, and thinking of our normal customer with an industrial application where an sbc out of service is money, a problem and a stain on your reputation, we think of our Novasom board always as a system that needs to work, work and work.

Our motto is switch on and forget.

So, after the correct understanding of the temp and humidity working condition, the second step is to well understand how the power stage is designed to be well done and reliable.
Yes because the power stage is a common source of system failures and black/brown outs are common, both are ready and able to create problems for your unit.

Not for a Novasom board obviously. Because we think industrialswitch on and forget, remember?

So, for us, the power input line is a serious thing, from the kind of connector we can use, from the old jack that never fails to to the latched kind available on request. But moreover, our boards are designed to be rugged, protected with an available wide range power supply.

The main idea is

to let you power the board with “what you have”, between 6V and 18V, and more on special series.
Not only is the system protected and, under a certain threshold, can work correctly and survive with “dirty” or “dancing” power lines without any unattempt reboot of the system.
Spikes on your power line may be generated by a simple inductive load like a printer or a solenoid that switches on-off, externally from the board, without your permission, and can wander on your system waiting to make trouble.
Very hard to trace trouble, to be understood, and moreover to be solved posthumously.

To avoid that, a Novasom board has been built considering the real working condition, and to give you the peacefulness of the right protection.

Because you need it, and your final customer will thank you forever…

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.