Tech. Support
(request for new user)
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PROPRIETARY BSP

The BSP (Board Support Package) is that part of the SW that “overlaps” the kernel.

It adapts it to the specific HW programming target (an SBC or other). At this point , it is obvious that the “link” between the operating system and all the HW present on the board in question should be guaranteed as perfectly functioning in every detail, even the smallest which could be fundamental for a specific application (such as the RCT/CTS serial). Unfortunately it is rarely so in the industry.

With the typical BSPs you receive, the main peripherals definitely work, but that is about it. To find out the difference between the various boards we can try and see what happens if we “push it to the limit”, like with an FHD video at 60 FPS, or by simply using all the UART present in the system simultaneously. Have a go and see what happens.

And then ask for help … Panic !?

Yes. Often. This is why those who are in the business of selling (or producing) boards, often take the BSP, loads it onto their board and without too much ado or testing, sells the product. That is their goal, selling the HW. Make the sale, low level programming problems can be left to the end customer to sort out.

This is the exact opposite to how we work.

We’ve been engineering for years and our aim is to solve problems not sell boards.


Novasom Industries spends time (and money) on in depth testing of the BSP of each and every product, and the “unresolvable” problems (because no-one is perfect and who claims to be is a charlatan…), are clearly indicated in the technical documentation, so that the end customer can make informed choices and above all avoid wasting time.

Novasom Industries

NOVASOM INDUSTRIES - USA

Federal ID Number 811523802

NOVASOM INDUSTRIES - EUROPE

VAT RO36203804
R.C. N. J40/8303/14.06.2016

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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.