Tags: customer service

Antenna Installation and Clamps

Can you hear me? Can you hear me now? What about now?…

It is always stressful when an antenna does not work as expected. It is stressful for the customer, the user, and the manufacturer. However, in terms of antennas, the root cause of a reduced coverage area may not be the result of the antenna itself but rather how it was installed. Antennas are sensitive pieces of equipment and can be easily damaged if installed incorrectly. If the antenna is bending or twisting, the antenna is not installed correctly and vibration and material fatigue can occur. The antenna should be straight and mounted in a sturdy fashion; it should have minimal movement and should stay as still as possible.

The source of a reduced coverage area could be a result of several factors, but it is important to first look at how the antenna was installed and the clamps used. Is it a Sinclair clamp or is it another manufacturer’s clamp? Sinclair clamps are specified with every Sinclair antenna. When installers move away from the specified clamp, the antenna is not installed to its fullest potential and may not provide complete coverage. Sinclair clamps are designed with weight, diameter, height, potential ice build-up, and other considerations in mind while competitor clamps are often focused only on antenna diameter which may not be sufficient for certain applications. The installers themselves may have incorrectly installed the antenna which may cause failure, mechanical breakage (ie. cracked radomes), and a reduction in the main power area. The photo on the left shows a cracked radome from improper mounting.

 

In addition, assessing the climate conditions of where the antenna is installed is important as harsh weather conditions such as ice and wind can create irreversible damage to antennas. Heavy weather sites require special heavy duty antennas that are tailored to the specific site conditions. Ice and wind can create extreme mechanical and electrical damage.

During a particular project, the installer used different clamps than the Sinclair clamps specified for a SC412 Sinclair antenna at a public safety facility. The installation site experience a wind storm and the antenna was damaged (see image on right). The SC412 Sinclair antenna was tilted and the coverage area was reduced since the clamps were not strong enough to support the load and did not provide enough friction to hold the antenna. The photo demonstrates the importance of using proper clamps and mounting techniques.

Sinclair’s sales and technical support teams are available to answer your antenna installation questions. If you are unsure of what the best practices are, please feel free to call your Sinclair sales representative and they will be able to assist you in your antenna installation. In addition, Sinclair’s team has come up with a Sinclair Clamp and Side Mount Selection Guide which can help ease the process and ensure that the right clamp is selected for your application and antenna. To learn more, click here.

Norsat Quality Mission

Posted on Thursday, July 25

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Norsat’s Quality Mission states that we are “committed to total customer satisfaction by delivering products and services that consistently exceed our customer’s expectations.” Here at Norsat, we take this promise very seriously.

This spring, we opened up our 2013 customer survey to find out what you think of our products and your experience  working with us. We would like to thank you for taking the time to provide your valued feedback. We now have some great insights into what we do well, as well as areas for improvement. We also received some great ideas for future product development! Steps have already been taken to respond to your suggestions and we are currently integrating the feedback into our plans moving forward. 

Didn’t get a chance to take the 2013 survey? Feel free to contact us with your comments. We look forward to hearing from you!

 

Take the Norsat Customer Survey – Win a $250 Gift Card!

Posted on Monday, April 8

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At Norsat, we care about our customers and strive to continuously improve our products and services to better meet your needs.  We hope that every time you visit our website, speak to a sales representative or call technical support your experience is a good one, and if it isn’t, we’d like to know how to do better. 

So, we invite you to take this short customer survey to let us know what you think of our products, and the experience of working with us.  We’re even interested in what you’d like to see us develop in the future – we’ll take your future product and feature requests seriously and if possible, integrate them into our development program.  

Complete the Survey by April 30th and as token of our appreciation, you will be entered into a draw for a $250 Amazon gift card.  You can complete the survey anonymously, but you’ll need to give us your email address to win the prize.  This online survey includes questions about products, sales and technical support, and our corporate identity.  It should take less than 5 minutes to complete, and your answers will remain saved if you come back to finish the survey later.

Never purchased a Norsat product before?  Feel free to take the survey anyways, we’re always interested in hearing what you think of the satellite and microwave industry.  Click the link below to take the online survey, and contact us if you have problems.  We look forward to hearing from you! 

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Norsat NewsFlash February 2013

Posted on Wednesday, February 20

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Introducing Sentinel RMC: Satellite M2M Solution

 

We’re pleased to announce our entry into the world of M2M (machine to machine) Solutions, with the launch of Sentinel RMC, a complete global end-to-end solution that includes equipment and communication services. Sentinel enables customers to monitor remote sites in real time, gaining operational efficiencies and improving safety.  Click to learn more about how Sentinel RMC, and  M2M solutions can help your business.

GLOBETrekker™ 2.0: Intelligent. Easy to use. Tough.

 
   

Introducing GLOBETrekker™ 2.0, our upgraded auto-acquire, fly-away satellite terminal!  New features include an easy to use one-touch interface, automatic levelling for all terrain deployments, field swappable components for maximum flexibility and more.  GLOBETrekker continues to use LinkControl’s powerful suite of user configured profiles to make field set up easy.  To learn more about GLOBETrekker 2.0, click here.

Norsat Microwave goes Airborne

As regulations for in-flight connectivity change, we know you expect to remain online wherever you are, even at 30 000 feet.  To meet this need, we’re now offering airborne BDCs and will soon introduce a full airborne product portfolio, including LNBs.  To learn more about the emerging airborne market and what we’re developing next, click here.

Customer Service in Action

Our customer support engineers provide 24x7x365 technical assistance to ensure your mission critical communications needs are met anytime, anywhere.  Recently they faced a challenge providing a communication link from Tonga, and succeeded in finding a creative solution despite a 48 hour deadline.  Read about their great work here.

New support resources: FAQs

 
   

We work hard to provide you with the very best customer support, so when you request online FAQs we make it happen!  You can now look online to find your top microwave product and satellite system questions answered, including tips for setup, installation, and troubleshooting.  Don’t see your question included?  Contact us and we’ll do our best to help and add it in.

Upcoming Events….

Spring is Event Season at Norsat, and we’d love for you to join us at any of these events.  Please contact us to set up a meeting, or just stop by to say hello!

Fort Belvoir IT Expo 
Date: Mar 07, 2013
Location: Ft. Belvoir VA
Join us at this military based expo of exciting new technology.

CABSAT 2013
Date: Mar 12 – 14, 2013
Location: Dubai International Convention & Exhibition Center
Booth: B2-42
We’ll have an SNG ROVER terminal on display, so come say hello at CABSAT.

Satellite 2013
Date: Mar 19 – 21, 2013
Location: Washington, D.C.
Booth: 5109,
Register for free with VIP Code NOR253, and visit us to see the new GLOBETrekker 2.0 and Sentinel RMC in action. 

UN/Red Cross Overseas Market Introduction
Date: March 20-22, 2013
Location: Geneva, Switzerland

NAB Show 2013
Date: Apr 08 – 11, 2013
Location: Las Vegas Convention Center, Las Vegas, Nevada
Booth: SU3404
Register for free with VIP code LV4299 and meet us at NAB to see our latest microwave solutions.

Oil & Gas Libya 2013
Date: Apr 22 – 25, 2013
Location: Tripoli International Fairground
We will be exhibiting with our partners at Digital Group, please contact us for details. 

 

Customer Service in Action: Short notice connectivity from Tonga to Atlanta

Posted on Tuesday, January 8

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Our customer support engineers work tirelessly to ensure your communications and connectivity needs are met anytime and anywhere.  We could list dozens of examples of their great work, but a recent success with a short notice request from a Public Affairs detachment with the US Military is worth shouting about.


The Problem:
The detachment had a Norsat fly-away terminal and needed to conduct an HD broadcast from Tonga back to Atlanta, but unfortunately their terminal didn’t have standard DVB-S, and we couldn’t rely on the existing broadcast infrastructure in Tonga. Additionally, there were no satellites that would cover Tonga and Norsat, or a teleport operated by the customer.  The public affairs detachment reached out to our customer service team with a 48 hour deadline for broadcast and the team quickly began searching for a creative solution. 

Our Solution: The team determined that they could get airtime and land a teleport in Australia, so they prepared a care package consisting of a Radyne modem (to communicate with the fly-away terminal), a frequency converter, and a Cisco Router.  The Cisco router was configured to provide internet connectivity to the terminal, and allow the HD content to be streamed over the internet to the customer’s Hub in Atlanta Georgia.  The configuration also initiated a VPN tunnel back to Norsat HQ so that customer service could remote control the entire system from Vancouver, reducing the chances of a problem in Australia.

The entire kit was assembled in a single fly-away rack chassis, integrated and pre-cabled so that in Sydney they simply had to connect the equipment to power, Ethernet, and the two RF cables.  The rest was handled by Norsat customer service.

The Result: When the time came for the transmission, things went off without a hitch, and it was one of the smoothest HD broadcasts the customer had ever completed.  Thanks to the hard to work and creative thinking of our customer service team, we had a very happy customer who was able to meet their broadcast deadline!

Our knowledgeable customer service team provides 24x7x365 Elite support for customers with critical communications needs; for more information please see the datasheet below, or contact us to learn more about Elite Support.

 Support and Warranty Information

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Events

  • IWCE 2018

    Mar 07 - 08, 2018

    Orlando, FL

    Visit us at booth #1935