Before you call support: what to have ready

A product specialist can fix most problems in one call when they know your setup and what the app said. Run down this list first; it takes two minutes. Ticks are remembered on this device, and the page prints cleanly for the cab.

Time: about 2 minutes, plus a minute to send the logs.

Have this ready

• Logs sent, and roughly when: on an internet connection, tap Send in the LOGS box of Settings and wait for a green Sent! (step by step). Note the operator name you typed.
• App version: at the bottom of the Home screen (picture below), for example v1.5.4. It's also in the ABOUT box of Settings.
• Your kit: Full Automation, Guidance Only, Ditch Assist Lite or DIG™. For Ditch Assist Lite, which mode the app is in (orange LITE MODE banner or not).
• Tablet make and model (for example Samsung Galaxy Tab A11+).
• Receiver make and model, and how corrections reach it (your own base by radio, an RTK network, cell). For an Emlid Reach: RS3 or RS4.
• The fix the GPS badge showed: RTK, FLOAT, DGPS, GPS or NO GPS, and whether it was dimmed. Tap the badge for satellites and HDOP (what the numbers mean).
• The workflow you were in (Ditching, Tiling, Forming…) and the machine and implement.
• What you tapped just before it went wrong, and what you expected.
• The exact message, word for word, or a photo or screenshot of the screen (how to take a screenshot).
• Lights on the control module (is Status 2 blinking?) or the DIG module, if it's a connection or GPS problem.
• What you've already tried from the Fix a problem pages.
• Be by the machine with the tablet, if you can, so you can try things during the call.

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Look it up first

Search the exact message in the box at the top of this page, or find it in every on-screen message explained. Each one links to the fix.