The screen is blank and nothing happens. Where do I start?

If the panel is still running, shut it down properly first - cutting the supply to a running panel can corrupt its data. On a panel that is blank and not responding, pull the 12V feed and put it back, and watch the control board. No green light means power or a fuse. Green light but no backlight is the USB cable. Backlight and touch but no picture is the HDMI cable. The installation guide has the full sequence.

What should I try first?

Update the panel. A good share of reported faults are already fixed in a release - the changelog lists what each one addressed.

How do I send log files?

Open the menu and tap User Settings - you do not need the passcode. On the passcode screen, tap Get Help, then Send Logs. The panel checks it can reach us, uploads the logs directly, and says Logs received. Thank you. once we have them. It tells us far more than a description can. On software before 2.5.1 the button on the passcode screen is Send log files instead.

Can you look at my panel for me?

Yes, while you are on the phone to us. On the passcode screen tap Get Help, then Remote Support, and read us the six-character support code it shows. A SavvyVan engineer can then connect to your panel for up to two hours. Only somebody at the panel can start it - we cannot connect to a van on our own - and End Session stops it at any time. The panel needs to be online, and it needs software 2.5.1 or later.

Can I get a copy of my log files?

There is no way to receive a copy. When you send your logs, the bundle goes straight to us - not to you. The bundle includes proprietary firmware files, so it cannot be shared even with the device owner. Personal data in the logs is limited to your device serial number. If you are chasing a fault, send the logs from the panel and then email support@savvyvan.com with your serial number, order reference and what happened - the logs arrive with us at the same time.

Is my fault covered by warranty?

Everything we make carries 12 months, and a SavvyVan3 panel carries 24 if you registered it inside the first year. Damage from incorrect installation or modification is not covered - but tell us what happened either way, because we may still be able to help.

Report a Fault - SavvyVan Support

At a glance

Email: support@savvyvan.com
Always include: Your device serial number and order reference
Even better: Send your logs from the panel at the same time - Get Help, then Send Logs
Serial number: On the control unit, and in Settings → System Information

Before you write to us

Panel not starting at all? Start there instead - a blank screen is usually a fuse or one of the two cables between the board and the screen, and the start-up sequence tells you which in about a minute.

Work through the start-up checks →

Otherwise, update the panel first. Many faults are already fixed in a later release, and it costs ten minutes to rule out. Instructions are in the user guide, and the changelog lists what each release fixed.

Missing rather than broken? Something the panel was never described as doing is usually a feature request rather than a fault, and goes on our feature roadmap. Our complaints procedure sets out what counts as each.

The panel feels slow, or something does not seem right

Not everything that goes wrong stops the panel working. If it feels slow, if the screen is sluggish, or if it is behaving oddly in a way you cannot put your finger on - update it first.

If it is still not right after the update, tell us. Something behaving oddly rather than failing outright is exactly what we would rather hear about early.

What to include

Whatever you send us, these three things save a round trip:

Your device serial number - on the control unit, and on screen under Settings → System Information.
Your order reference.
What you were doing when it happened, in your own words. “The tanks page goes blank when I tap the grey tank” is worth more than “it does not work”.

If we ask to look at your panel

Some faults are quicker to find with a look at the panel itself. If we ask, and you are with the van:

Open the menu and tap User Settings. You do not need the passcode.
Tap Get Help, then Remote Support.
Read us the six-character support code it shows. It never uses characters that are easy to mix up, such as O and 0 or S and 5.

The box says Waiting for an engineer… until we are connected, then Engineer connected. Close puts your panel back in your hands while we work, and a headset icon in the top bar shows while we are connected - tap it to see the code again. End Session stops it straight away, and it ends on its own after two hours.

We can only connect when somebody at the panel has started it, and the panel has to be online. It needs software 2.5.1 or later.

Get in touch

Email support@savvyvan.com, or use the form below.

Tell us what is happening

The form asks for the three things that save a round trip. Do not worry about the technical words - describe it how you would to a friend, and leave anything you have not got to hand blank.

Your name

Phone optional

What are you driving? optional

Serial number if you have it On the control unit, and on screen under Settings → System Information.

Order reference if you have it On your order confirmation email or receipt.

Have you sent us log files? On the passcode screen, tap Get Help, then Send Logs. It uploads diagnostics straight to us and usually says in seconds what a description takes several emails to establish - so if you can, send them before you press submit. Not sure how? Say so and we will walk you through it.

How can we help?

We’ll only use this to answer your question. No passing your details on. See our privacy policy.

Questions people ask

The screen is blank and nothing happens. Where do I start?: If the panel is still running, shut it down properly first - cutting the supply to a running panel can corrupt its data. On a panel that is blank and not responding, pull the 12V feed and put it back, and watch the control board. No green light means power or a fuse. Green light but no backlight is the USB cable. Backlight and touch but no picture is the HDMI cable. The installation guide has the full sequence.
What should I try first?: Update the panel. A good share of reported faults are already fixed in a release - the changelog lists what each one addressed.
The panel feels slow, or something does not seem right: Update it. A panel that is sluggish or laggy, or that is just behaving oddly rather than not working, is very often on an older release, and a fair share of what gets reported to us is already fixed in a later one. It takes about ten minutes over WiFi. If it is still not right afterwards, tell us - that is worth knowing about.
How do I send log files?: Open the menu and tap User Settings - you do not need the passcode. On the passcode screen, tap Get Help, then Send Logs. The panel checks it can reach us, uploads the logs directly, and says Logs received. Thank you. once we have them. It tells us far more than a description can. On software before 2.5.1 the button on the passcode screen is Send log files instead.
Can you look at my panel for me?: Yes, while you are on the phone to us. On the passcode screen tap Get Help, then Remote Support, and read us the six-character support code it shows. A SavvyVan engineer can then connect to your panel for up to two hours. Only somebody at the panel can start it - we cannot connect to a van on our own - and End Session stops it at any time. The panel needs to be online, and it needs software 2.5.1 or later.
Can I get a copy of my log files?: There is no way to receive a copy. When you send your logs, the bundle goes straight to us - not to you. The bundle includes proprietary firmware files, so it cannot be shared even with the device owner. Personal data in the logs is limited to your device serial number. If you are chasing a fault, send the logs from the panel and then email support@savvyvan.com with your serial number, order reference and what happened - the logs arrive with us at the same time.
Is my fault covered by warranty?: Everything we make carries 12 months, and a SavvyVan3 panel carries 24 if you registered it inside the first year. Damage from incorrect installation or modification is not covered - but tell us what happened either way, because we may still be able to help.

Something not working?