Tech. Support
(request for new user)
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Switch on and forget

The basic idea for industrial production of devices, machines or appliances, is to produce thousand or more of devices working 24/7..

Our entire engineering and production process has been designed to accomplish this target.

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.

Otherwise, instead of thousands of fruitful installations, somebody will gain thousands and thousands of problems, angry customer’s calls, loss of reputation and other, not minor, problems.
The production phases, are complex but manageable. You can do extensive tests, with good testing machines, several runs of prototype to be sure that your products work like you planned them to work.

Yes, it’s complex and expensive I agree, but to do without it is not feasible.

The main hidden problems that appear when it’s too late, are the architectural- engineering problems.
A complex product line, an SBC for example, has not only the functional need you should accomplish to develop your products, but many other hidden, or not so visible, needs, that will be a problem if it’s improperly used or...when it’s too late.

How many times have you said “oh if I had only known” front of a problem.

This is our principal target. Our idea is to give you an SBC solution that’s not only fast delivery or customized, but one that comes from the experience we’ve had, so a lot of problems have been solved. And you’ll get the solution, not the problems to solve...much better.

Think of EMC protection from pulse and surge. All our boards are designed to survive in this kind of real ambient noise, with big margins certified also from third party labs that take care of our certification (see www.kksdk/ certification), but also thinking to well protect the power line of the board from any accidental short circuit you may do, or polarity inversion.

And any output, is protected to avoid damage to the board if something strange happens.

Or I should say when, because problems happen.

Consider now the mission profile of a semiconductor: is the mean time between failure measured in hours and on-off cycle. Industrial components we use are designed to be used 10Years on a 100% duty. Commercial components are for 2-3 Y with a 20% duty. This is not the same...

Last but not least, for the high end level computing up to our windows x86 proposal, we have studied how to get those kinds of systems to work for a long time, and have determined that the main failure mode is the power stage.

So we add a dual power stage input. Because two, is better than one. Sure. And when one fails, the unit can continue to work and notify you to change the broken one.

Isn’t it amazing? We think -- not enough

M-Line Novasom Industries

But we’ve studied how we can solve an unpredictable black out for a windows machine, where as everybody knows the OS doesn’t like to be switched off without notice.

So we‘ve added an internal UPS, managed @ bios-kernel level where you just add a battery, and let the system survive or switch off correctly. (See M11 line)

This is amazing.
This is our way of thinking switch on and forget

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.