Tech Chat | Efficient Communication for Resolving Technical Issues - Chapter 1 Geospatial Questions

When using high-precision GNSS products and solutions, encountering various technical questions is inevitable. These issues may arise from various factors, such as setting errors, equipment malfunctions, or environmental conditions. Timely and detailed feedback is crucial for expeditious problem resolution and saving your time for communication. This blog outlines essential information to provide when reporting technical problems and offers specific instructions on effective communication with SingularXYZ technicians.

1. Problem Description:

Begin by describing the specific problem phenomenon, including relevant configuration details such as base type, distance from base, data transmission mode, environmental conditions, and operating methods. It is recommanded to record a video to aid technicians in swiftly identifying and addressing the issue. To optimize video size, install a screen recording software on the controller, ensuring clarity even in challenging lighting conditions.

2. Basic Device Information:

Provide the serial number (SN) and firmware version of the device, along with software version details. Connect the device to the SingularPad software, navigate to "Device," and capture this information via screenshot or photo.

3. SingularPad Project File Copy:

To facilitate comprehensive troubleshooting, follow these steps to copy and share SingularPad project files:

• Step 1: Open file management on the PDA device and locate the SingularPad folder in the root directory.
• Step 2: Go to SingularPad >> Projects to finc all SingularPad projects files.
• Step 3: Connect the controller to a computer, enable USB file transfer, copy the entire project folder, compress it into a package, and share it with SingularXYZ technicians.

In unique situations where on-site project copying is challenging, export all collection point files. Ensure that all relevant information is selected during export to aid technicians in assessing the connection status and solution details.

Real Examples of Effective Communication:

× Unclear Description - Case 1:
"I'm unable to fix my device. What should I do?"

× Clear Description - Case 1:
"My equipment consistently shows a single-point solution state when connected to CORS via built-in GSM. I've provided a video of CORS operation, the environment, and details of the firmware and software versions. How can I resolve this?"

× Unclear Description - Case 2:
"I'm facing issues with the DXF I surveyed. What should I do?"

× Clear Description - Case 2:
"Following a CAD survey using Y1, the DXF graphics displayed normally in the software. However, after exporting and opening in AutoCAD, a specific part had display issues. Here's the before-and-after comparison, along with device details. Can you troubleshoot?"

Conclusion:

Effective communication between users and technicians is pivotal in swiftly identifying and resolving technical issues. Providing detailed information ensures a streamlined communication process, allowing technicians to diagnose and address issues promptly. Remember, clear and thorough communication significantly reduces problem resolution time.