Support

For an efficient return process, kindly fill out the form linked below to obtain an RMA number. This number is important for tracking your return.

Complete the form

GPS Antenna (all systems)

Keep the ceramic antenna dome clean and free of scratches, as antenna dome imperfections will impact the GPS receiver's performance. Inspect all antenna cables and connections once a year for loose cable ends, frayed cable insulation and scratched or damaged antenna surfaces. Replace any damaged components. No further maintenance is required.

IMU (all systems)

The IMU is a sealed unit and requires no maintenance. The IMU LED on the PCS front panel will indicate if the IMU has had a catastrophic failure. Should this LED fail to light, inspect the IMU cable for damage. In either case, contact Applanix Customer Support. The IMU is a sensitive instrument and must not be subjected to excessive shock or vibration. The IMU has a shock gauge that will trip if the shock limit is exceeded. Extreme care should be exercised when performing any routine maintenance in the vicinity of the IMU.

DMI (POS LV and POS TG only)

Clean the DMI regularly by spraying with water to prevent dirt build-up. Because the unit is exposed to significant vibration, the cAollet bolts and bracket mounting screws should be inspected regularly for tightness.

The DMI LED on the PCS front panel will indicate if the DMI has had a failure. Should the DMI LED fail to flash when the vehicle is in motion, inspect the DMI cable and cable connectors for damage. In either case, contact your Applanix customer support representative.

Applanix is pleased to announce a new recycling program for our European Union customers.

At Applanix, we recognize the importance of minimizing the environmental impacts of our products. We endeavor to meet your needs, not only when you purchase and use our products, but also when you are ready to dispose of them. That is why Applanix is actively pursuing, and will continue to pursue, the expanded use of environmentally friendly materials in all its products, and why we have established a convenient and environmentally friendly recycling program.

As Applanix makes additional recycling facilities available for your use, we will post their locations and contact information to our Recycling Instructions web page.

Recycling in Europe: To recycle Applanix WEEE call +1-289-695-6000 or mail a request for recycling instructions to: Applanix Corporation Attn: WEEE Directive 85 Leek Crescent Richmond Hill, ON Canada L4B 3B3

WEEE is Waste Electrical and Electronic Equipment, products that run on electrical power.

If you're having trouble getting the accuracy you desire out of your post-processed solution, or if you just don't have the time to post-process all of your data, Applanix Corporation can do the work for you.

Our team of highly qualified support specialists will post-process your data, tailoring the navigation solution to your particular requirements. Even raw data with regions of poor quality can often be manipulated to produce a consistently accurate solution.

Applanix will process your data to the best realistically possible accuracy. However, we cannot guarantee that we will be able to fully recover corrupted data, or be able to process through data gaps. To post-process your data, we will require your logged raw POS data and your raw GPS base station data (if applicable).

To receive a quotation for this service, simply contact techsupport@applanix.com.

Boresight Calibration Processing

Applanix Customer Support offers a boresight calibration processing service. We will perform all steps of the processing from extracting the raw POS data to providing you with a calibration certificate with your sensor specific boresight angles.

Using our standard POSPac software tools we will compute your camera's boresight angles. You can then either forward us a hard drive, or upload the files to our FTP server. Once the results are computed, typically within 2 days, we will provide you with a boresight calibration certificate outlining the results and accuracies computed.

Boresight angles should be verified from time to time. It is a must, if any work has been performed on the camera or the IMU has been moved from its original position.

You may not need to fly a specific boresight mission. We are able to compute your boresight angles on a project or previously flown mission as long as they fall within boresight flight specifications.

To receive a quotation for this service, simply contact techsupport@applanix.com

For Applanix' general terms and conditions of sale, please click here.

For the Addendum to terms and conditions of sale for Applanix authorized resellers, please click here.

For the End User License Agreement (EULA) for Applanix software and related products, please click here.

For the Addendum to the End User License Agreement (EULA) for PP-RTX, please click here.

For Applanix' general terms and conditions of purchase, please click here.

Overview:

Applanix has developed an End-Of-Life (EOL) policy to ensure customers can manage required changes in workflow and business practice that may occur through the discontinuance of specific products and technologies.

Applanix at times may be required to initiate an End-Of-Life process for a given product for a number of various reasons. Usually these changes result from a replacement product becoming available with new features and functionality, or due to technology advancement and subsequent obsolescence. The following definitions and time lines are intended to give a clear understanding of the End-Of-Life policy and give customers the notification required to prepare for the product changes.

Please refer to the appropriate table and page that outlines the End-Of-Life critical dates for both Applanix hardware and software product lines:

End-Of-Life Definitions:

End-Of-Life (EOP) Process: A process that outlines required business operations to bring a product or version to the end of its product life cycle. At the end of its life cycle, a product is not sold, developed, maintained or supported.

End-Of-Support (EOSP): The last date in which Applanix will provide helpdesk support for issues relating to the product.

End-Of-Sale (EOS): The last date to purchase the identified product from Applanix. In terms of software maintenance and warranty, it is the last date that new orders for a given product can be purchased into the future.

Engineering Support Period (ESP): Prior to the End-Of-Support date, Applanix will address reported critical defects by provisioning Service Packs (not upgrades) to ensure no downtime through non-conformance of product during the end of life process transition. Unless otherwise specified this period is usually 12 months.

Limited Helpdesk Support Period (LHS): Prior to the End-Of-Support date, and following the Engineering Support Period, Applanix will continue to offer helpdesk support for a period of 12 months (unless otherwise stated). During this period, Applanix will continue to answer questions and assist customers with the transition to the replacement product line(s). Customers will not be entitled to submit bugs or receive service packs from Applanix.

Full Helpdesk Support Period (FHS): The period by which Applanix customer support staff will provide level 1 and level 2 support to customers. In this period all defects are reported to the Engineering group for possible future release (subject to defect severity), and all feature requests are reported to the product management group for consideration in subsequent product releases.

SOFTWARE END-OF-LIFE

Software support will be as follows:

1. For the 12 month period following the End-Of-Sale date, Applanix will continue to offer full help desk support. The End-Of-Sale date will also initiate the 12 month Engineering Support Period.

2. Following the End of Engineering support, Applanix will continue to provide Limited Help desk Support for a period of 12 months.

End-Of-Life should not be interpreted as the discontinuance of any existing Applanix agreement. Services to the existing product base will continue to be provided as per existing contract terms.

HARDWARE END-OF-LIFE Hardware support will be as follows:

1. For the 24 month period following the End-Of-Sale date, Applanix will continue to offer full help desk support. The End-Of-Sale date will also initiate the 12 month Engineering Support Period.

2. Following the End of Engineering support, Applanix will continue to provide Limited Help desk Support for a period of 12 months.

End-Of-Life should not be interpreted as the discontinuance of any existing Applanix agreement. Services to the existing product base will continue to be provided as per existing contract terms.