Tech. Support
(request for new user)
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SDK – NOVAEMBED™:
THE ULTIMATE TOOL FOR LINUX USER

The SDK, is a complex set of SW

which allows you to program a user code, configure the operating system “kernel” with appropriate video, set boot parameters, select specific peripheral drivers and their configuration etc.
Many use Yocto (also supported by Novasom) as SDK which, apart from being very heavy and variable over time (it is an example of the instability of Linux distribution because it is in continual evolution), is programmed in lines of code. In this case an operation as simple as a monitor substitution can become very complex.
Our tested and 100% guaranteed SDK isn’t a distribution like Yocto, even though the latter can be installed on the Novasom board, but is our SW toolsuite named NovaEmbed™ which allows the programming of the Novasom embedded system at a kernel-BSP and Boot level in a visual and preset way this reduces “time to market” in the development of embedded Linux application (which normally require highly specialized personnel and more time) and guarantees no errors resulting from the command line programming of the traditional SDK.

NovaEmbed - The ultimate tool for linux user

 

On a more technical level, we can say that:

FASTER

NovaEmbed™ “mounts” the operating system in RAM while Yocto and other similar systems mount it on microSD or eMMC flash (both serial SDIO). Apart from the obvious and enormous difference of performance in terms of speed (64bit DDR3 at 866 MHz versus a SDIO serial (4bit at 25 MHz), there is the big problem of the MTBF writing cycle on “static” storage (µSD e flash) which can be anywhere between 10.000 and 100.000 after which it doesn’t work anymore. Each irregular shut off of the board causes an operating system rebuild and therefore of the writing cycles and due to the size in bytes of these systems, these “limits” aren’t as forgiving as they seem at first sight. And you mustn’t forget the environmental or vibrational problems that can inhibit communication with the microSD.

COMPLETELY OFFLINE

The NovaEmbed™ tool comes complete with everything it needs and is (intentionally) completely offline. This might seem like a disadvantage in an era where everything “cloud” is seen as the best solution. In reality Yocto and many other similar tools are being continually updated, without your input and while you are developing, with no guarantee that what you are using is still out there or works like it did yesterday. In these conditions is it really better with a “cloud” system?

85% LESS RAM required

The memory dimension of the Novasom Industries SDK is approx., 85% less than that of Yocto. This means that if the building of an application using Yocto requires 1GB of space, the same application with the Novasom Industries SDK requires only 150MB. Not only for storage, but for “moving” the user application to the RAM.

MADE TO MEASURE

Our kernel, settable by the NovaEmbed™ in a visual way, “made to measure” to contain what it needs and not packed to capacity (typical of a community kernel), is light, takes up little of the system resources and, to keep away the nasty surprises from the end user, has been tested accurately at every interaction with our hardware, not just the most obvious “visible” peripherals, like the Wi-Fi, but above all with the lesser visible but equally insidious like the I2C.

The current kernel 3.0.101 has been subjected to approx. 50 fixes by our team. On the 3.10.17 considered by the whole world better simply because it is new, but definitely lower performing than the previous version (if not corrected like ours) we fixed about 40 bugs. On the new 4.1.15, recently installed (August 2016), which allows for considerable power reduction (around 30%) and consequent increase in performance due to the elimination of useless operations and the optimization of useful ones, 10 fixes have already been made, such as the LVDS or RGB parallel panel clock which prior to our fixes, did not permit running under the classic XGA 1024 x 768; no small problem as it is more than usual that a customer uses a smaller display. With such untested products how would you do?

Our guarantee of across the board functionality between different Novasom Industries models is absent in the “cloud” versions used by the rest of the world where, in order to pass from a dual to a quad core, you have to rebuild a new kernel and start all over again with your old troubles still to be solved again.

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.