Support

This article describes details of making support requests.

Requesting Support

Support request can be made by filling the Support Request Form on the Swift Navigation support page. Support Request button is at the bottom of the page. 

Please review the Support Portal for documentation and FAQ before making a request. The answer to your question might be there already!

User Account

A user account is required to submit a support request. It is to confirm your email address. If you have an account already click LOGIN / SIGN UP button to log in. If you do not have an account yet also click LOGIN / SIGN UP button, then select SIGN UP WITH US button, and fill out the form. After registration, a confirmation email will be sent to the email address provided. Click on the link in the email to setup the password and activate your new account.

After login you’ll be able to create Support Request and review your earlier requests.

Support Request Forms

A proper support request form for the support topic should be selected.

Select:

• Skylark Precise Positioning Service for issues related to Skylark corrections service (account, access, billing, receiver setup, performance, API).
• GNSS Receiver Hardware, Software and Tools for issues related to Swift-provided GNSS receivers, GNSS software (Starling Positioning Engine) and Swift software tools.
• Other Topic for other issues.

Create separate requests for different topics. Each request requires Subject, Severity Level, and Description fields filled. Skylark and GNSS Receivers, Software and Tools are asking for additional information in dedicated fields. Include as much relevant information and details as available and possible. Photos of the setup and screenshots of the software configuration are very helpful.

Requesting Support for Skylark

For each request select appropriate Category:

• Account for issues related to account access, subscription, billing and API. The form's additional fields:
  • Account Username - an email associated with your Skylark account
  • Subscription Name - full name of the related subscription, if applicable
• Corrections for issues related to receiver setup, operation and performance. The form's additional fields: 
  • Skylark Endpoint and Mountpoint - used host address, port and mountpoint, e.g. na.l1l2.skylark.swiftnav.com, 2101, NXRTK-MSM5
  • Skylark NTRIP Username - NTRIP client username used
  • GNSS Receiver Make and Model - your receiver manufacturer and name
  • Test Location - city/state/country or latitude/longitude of the place where the issue occurred
• Other for other Skylark topics

Requesting Support for GNSS Receivers, Software and Tools

Support can be provided only for the receivers, antennas and radios purchased from Swift Navigation.

For each request select appropriate Item:

• GNSS Receiver The form's additional fields:
  • GNSS Receiver - select receiver make and model from the list. 
  • Serial Number
  • Software Version
• Starling Positioning Engine The form's additional fields: 
  • Software Version
• GNSS Antenna 
  • Serial Number
• Radio Modem The form's additional fields:
  • Serial Number
• Software Tool The form's additional fields: 
  • Software Tool - select the tool from a list
  • Software Version - version of the tool
  • Operating System & Version - name of the operating system and it's version
• Other

Include a detailed description of the issue observed. If the request is related to the GNSS / RTK / Inertial performance include the following information:

• Setup diagram, including GNSS antenna, GNSS receiver, Internet connection, radio / NTRIP client, power source and logging method.
• Setup photos.
• Test area photos.
• Test scenario and steps performed.
• Log file (in NMEA or Swift Binary protocol).
• Any additional information about the setup, environment and test conditions that may affect expected results.

Compress (ZIP) all files before sending.

Providing detailed and complete information in the request is essential for our quick and correct response.