Support
Something not working?
Tell us what is happening and we will pick it up. Most things turn out to be a setting or a software version, and the ones that are not, we would rather know about early.
At a glance
- support@savvyvan.com
- Always include
- Your device serial number and order reference
- Even better
- Send log files from the panel at the same time
- 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.
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”.
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.
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?
- On the passcode screen there is a Send log files button. It uploads directly to us, and it tells us far more than a description can.
- Can I get a copy of my log files?
- There is no way to receive a copy. When you tap Send log files, 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.