16. Troubleshooting
Many of the difficulties that could be experienced when using the Admiralty Vector Chart Service with this system can be
avoided
by carefully following the instructions in this guide. However, issues that are known to have caused confusion
in the past are
detailed in the Frequently Asked Questions (FAQ) section which can be found at:
http://www.ukho.gov.uk/Support
If you encounter problems that are not solved by referring to the FAQs, you may wish to seek Technical Support. Please
see the
section below for contact details.
Who should you contact?
You will receive the most effective support if you address your initial query to either the Manufacturer of your ECDIS
equipment or
the Chart Agent you obtain your AVCS charts from, but in certain circumstances you may need to contact
the UKHO Customer
Services.
Hardware problems: difficulties with the keyboard, mouse, display or main system
console, failure of a floppy disk or CD drive.
Software problems: difficulties with configuring or using the ECDIS system software,
interfacing problems.
Chart installation problems: problems with installing certificates, permits and AVCS
ENCs, standard error codes displayed (see AVCS User Guide).
Chart content problems: display anomalies or mismatched data displays.
Problems that have not been resolved by your Admiralty Chart Agent.
When reporting a chart related problem it is useful if you can provide the following details:
> License number
> Vessel name
> ECDIS/Software Manufacturer
> Details of error message – Including ‘SSE’ error code
> Screen shot(s) of error
> Details of Base Discs used (date)
> Details of Update CD used (date)
> Details of Permits used (date)
> Details of Cell number(s) errors apply to
> Have there been any configuration changes to system(s)
> Details of User Permit(s) and PIN Number(s)
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