We have developed techniques to remotely diagnose customers' problems. When supporting onboard navigation systems, we can usually pinpoint the problem without having to resort to the more costly option of an engineer visit.
For the Navmaster range, remote diagnostics tools allow us to replicate what the end-user is experiencing. Remote diagnostics can also locate faults with external equipment interfaced to Navmaster (eg gyro, ARPA,GPS). All the end-user needs to do is capture and email us some files.
For electronic chart installation, we can mimic the end-user's chart inventory in our office and advise how to correct problems with installation or updating.
For the engine room simulator range, an analysis program is supplied with the software which will extract certain files to be emailed to us in case of difficulty. From these our engineers can identify problems or modify system access as required.
A customer reported that his Navmaster ECDIS system was displaying inaccurate speed and direction vectors. There could be several causes for this; without remote diagnostics, the user would be asked to perform various checks on the Navmaster system and report back each time. If no fault was found in Navmaster, the user would have to look elsewhere.
In our customer's case, PC Maritime staff replicated the customer's system in the office, and discovered that the ship's GPS repeater was transmitting incorrect data. The Master had the GPS adjusted and immediately the ship's speed and direction vectors were accurately displayed on the Navmaster ECDIS.
Our software products are PC-based and conform to standard MS Windows user interface conventions, so that they are familiar to anyone using Windows applications.