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Support package checklist🔗

Use this checklist before contacting Water Linked support about bottom lock, invalid velocity, noisy measurements, connection issues, or integration problems.

The diagnostic log is most useful when it is recorded in the same setup and environment where the issue happens.

Before contacting support🔗

  1. Check the relevant symptom in How to diagnose.
  2. Open the web GUI and look for changes on the diagnostics or status page while the issue is happening.
  3. If possible, compare with another DVL of the same type, another vehicle, or a simpler test setup.
  4. If the issue only happens in one vehicle or environment, collect one diagnostic log when the DVL works as expected and one when the issue is visible.
  5. Review Installation for mounting, bubbles, vibration, line of sight, and acoustic interference.

Note

Many DVL issues are caused by the installation, vehicle, or acoustic environment. A support package helps Water Linked separate DVL behavior from vehicle and environment effects.

Download diagnostic log🔗

Use the common Diagnostic log page for collection instructions and model-specific demo links.

Keep the generated file and include it with the support request.

Include in the support request🔗

Include as much of this information as possible:

  • DVL model.
  • Serial number, if available.
  • Software/firmware version.
  • Diagnostic log from the web GUI.
  • Description of the problem and when it happens.
  • Description of how the DVL is mounted.
  • Photos of the DVL and the installation.
  • Operating altitude or range to seabed.
  • Vehicle or boat speed.
  • Range mode and tracking mode.
  • Environment description, such as pool, tank, harbor, river, lake, or open sea.
  • Whether thrusters, propellers, pumps, motors, echo sounders, sonars, modems, or other acoustic instruments were active.
  • Screenshots from the web GUI if they show status, warnings, invalid velocity, or bottom-lock behavior.

If the issue may need service🔗

Start by collecting diagnostics and sending the support package to Water Linked through the support page. Water Linked support may ask for additional checks before deciding the next step.

Do not send the DVL for service until Water Linked support has reviewed the issue and asked for the next action.