Tech. Support
(request for new user)
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Security for a Novasom Board? It's a serious thing...

Any Novasom board has been designed from the beginning to be safe.

Yes is “safe” is a nice word. Let’s try to clarify what we have done to assure you this high level of safety.

First of all, safety means reliability of the board during your system’s lifetime, many years, with an appropriate mission profile that considers the real usage of the board and it’s accessories, starting from the power supply. A 24/7 mission profile, is different than 8/5, and not just for the global working time that changes so much, but also from the number of bootstraps of the system that, not in a Novasom board for what I’m going to tell you, can compromise the functionality of the system itself.

Then there are the environmental stress factors, from the temperature to the EMC noise and spikes, that can easily break a power stage or GPIO not correctly protected.

A big problem with temperature range, is that most people don’t think , as we always do, to propose the conformal coating on the “outside temperature range “ board , and fail to consider on the datasheet the minus something indicated there.

The main problem is the humidity condensation that make short-circuits between test pad or components, especially 0201 often used for the stabilization of the DDR and USB3-Pci express bus.

Then, this condensation may freeze under at 0 (yes it is not necessary to go to -40, water becomes ice @ simply 0 Celsius), this increases the volume and cracks the BGA from inside the ball.

So, any Novasom board can be conformal coated with many different types of material, up to ones protected from salt for off shore usage.
This is our industrial vision.

Just call us

We have the solution for you

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.