Support

This site provides technical customer support to em-trak marine Electronics partners. If you are an authorised dealer/distributor and would like to register to use this site please contact us via support@em-trak.com or click on the “Submit a request” tab at the top of this page. 

As well as providing and managing technical support matters for our products, we also manage all warranty and repair enquiries via this site. In all cases though, we aim to respond to all customer enquries within 1 working day.

Please note that the contents of this website are password protected in order to ensure that the sensitive information contained within is not made available to the general public. Access to our knowledge base is granted once you have successfully registered for a user log-in.

If you are already a registered user and would like access to access to additional areas of our Knowledge Base, then please contact us for support. We’ll be adding more articles and downloads to this site on a continual basis, but if there’s a subject/feature you’d like to see us add, then please do not hesitate to get in touch.

General details, information and end-user customer support for em-trak products and services can also be found on our website at https://em-trak.com/

You can subscribe to receive updates on content published in the em-trak Knowledge Base.

Simply find the section or article you’re interested in and click on the ‘Follow’ icon in the upper right hand of your screen (as shown below):

You will now receive an email notification every time the content is updated.

To unsubscribe click on the same icon and select ‘Unfollow’.

Please contact support@em-trak.com for further information and advice on subscriptions.

There are currently two ways you can request an RMA number –

1. Raise a new ticket by submitting a request on our support site. To enable us to process it correctly we require the following information:

• Product
• Serial number
• Fault description

2. Send the above information in an email to support@em-trak.com

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We will then issue you with an RMA number. Typing this reference number into the support site will then allow you to check the progress of the repair, along with details of fault diagnosis / repairs carried out / tracking numbers etc. We are also now able to process requests for multiple items in the same message.

Please note that product should never be returned without a valid RMA number. Any units returned without a valid RMA number will not be accepted. When an RMA number is allocated but the items are not received within 30 days, the number will be cancelled and a new application must be made before returning the goods.

Now that the UK has left the EU, the following changes to the RMA procedure will apply to EU customers returning defective products to em-trak:

• a commercial invoice will be required when exporting defective products to the UK. Please also include the following statement for customs purposes: Temporary shipment, items for repair.
• once the items have been repaired at em-trak, a commercial invoice will be included in the return shipment stating the commercial value of the repair work carried out. At the point of import, as per the rules of your country and the EU for all imported commercial goods, the VAT calculated on the commercial invoice value from em-trak will need to be paid to your government by you. Typically this is a service offered by the shipper, so you may receive a request for the payment of this VAT from the shipper and will need to pay it before the shipment can be released from local customs. Where applicable, you will also need to provide your sales tax reference number to the shipper so that this amount can be allocated to your account by your tax authority. This is a normal process for any product imported from outside of the EU.

As these additional customs / shipping processes are still relatively new there may also be a slight delay when importing and exporting products to and from the UK.

If you are travelling and want the folks back home to see where you are, or even if you just want to get an idea of what vessel traffic is like, AIS websites have become a very popular and useful hobbyists tool. Sites such as MarineTraffic and VesselTracker offer a free service where web users can search for vessels that are represented on maps or even old satellite images.

On occasion, we get asked to explain why a customers vessel might not be appearing on these sites as there may be some concern that the unit is not operating correctly. If you are concerned that this may be the case with your AIS transceiver then please consider the following:

1. Coverage – not all AIS websites offer complete coverage, so there is a chance that you may be out of range of a receiving station for that site.
2. Availability – not all AIS websites update in real time or are available 24/7.

One of the most essential parts of an effective AIS system is a well-suited, well installed and fully functional VHF antenna, so it’s no surprise that we’re often asked for advice about how to ensure that this part of the system is setup properly. To try and simplify things, we’d advise that when selecting an appropriate antenna or considering using an existing antenna, you consider the following points:

1 – If an antenna works well with a VHF/DSC voice radio, this is no guarantee that it will also work well with an AIS transceiver. This is because Class B AIS only operates at 2W or 5W output, whereas a VHF DSC voice radio operates at 25W output and so will still radiate a signal of some type. AIS Class B devices like the B100 do not have the power to “push through” and may not work on such an antenna (even if a VHF Voice radio can use the same antenna)

2 – Use of narrow band AIS ‘tuned’ antennas are not recommended as they are optimised at the standard AIS1 and AIS2 frequencies and may not give optimum performance when regional channel settings are used.

3 – AIS optimised ‘broadband’ antennas are suitable for use; these antennas typically have a wider bandwidth to give improved performance at the top end of the VHF band where AIS usually operates. 

4 – Siting of an antenna is crucial as even a well suited antenna may not radiate a good signal if installed in a poor location. Put simply, keep the antenna upright, clear of anything that could touch it (rigging/other antennas etc), keep a reasonable distance from any other devices/antenna arrays like Radar/HF/VHF radio that may be operating at high power and also keep clear of any other metallic obstructions.

If you’re still unsure of which antenna is right for you, please refer to the list below for some advice:

Typical VHF antenna specification:

Band:              Marine VHF band (nominally 156MHz to 162MHz)

Impedance:     50 Ohms

Gain:               3dBi

VSWR:           <1.5:1 at resonant frequency

Max power:     Typically >25W

Polarisation:    Vertical

Bandwidth:     Typically 6MHz

Cable:              RG58 or better. Note the IMO recommend RG214 or better for SOLAS installations

Connector:      PL-259 (sometimes called ‘UHF’)

Please be aware that the US Federal Communications Commission (FCC) have issued new guidance on land based testing of AIS equipment.

In brief, they don’t want people testing AIS on land with a made up MMSI number.

Please download the pdf linked to the end of this article for a full description of the Public Notice from the FCC.

Anyone needing to test a unit on land should have a “Support Station License” which can be obtained from the FCC using FCC Form 601 and specifying station class code ‘FCA’. Please click on the link below to download a copy of the fore-mentioned form.

http://transition.fcc.gov/Forms/Form601/601.html

Please download the em-trak notification on the GPS week rollover due on 6th April 2019.

No, unfortunately that functionality is not supported by any AIS transceiver. Any photos displayed on AIS websites such as MarineTraffic or VesselFinder will have been uploaded manually by the vessel owner.

Establishing a connection

To connect to proAIS2 you will need to select the relevant device (usually ‘AIS Class B Transceiver’ for Windows and ‘AIS Virtual COM port’ for macOS) from the drop-down menu at the top of the screen before pressing the ‘Connect’ button. If there is no suitable device to select, please ensure the USB cable is securely connected and that the appropriate LEDs are illuminated to indicate it has initialised. If you are still unable to connect to proAIS2 after verifying the connection please contact support@em-trak.com for assistance.

‘Configuration’ tab

Vessel Details:

You will need to populate these fields using the details from your ship license.

The MMSI number will be the same as the one issued for your VHF radio. If you have not been issued with an MMSI number you will need to contact your local authority. Please contact support@em-trak.com if your MMSI number has already been configured and you need to change it. The remaining vessel data can be edited using proAIS2 once configured. Configuration of the call sign is not required if you do not have one.

Ship’s Dimensions and GNSS Antenna location:

Enter the position of your GPS antenna (in metres) in reference to the four dimensions of your boat. If your unit is using its internal GPS antenna you will need to enter the position of your unit.

Configure Baud Rates:

This setting controls the speed at which data is output from the NMEA 0183 port(s). You will need to ensure it matches the baud rate of the connected equipment (for example, a chartplotter or VHF radio). AIS data should not be configured at baud rates lower than 38,400 – this is because messages may be dropped when travelling through areas of high traffic where there is a lot of data to process.

Output GNSS Sentences:

Tick the boxes as required to output the GPS sentences over the NMEA 0183 port(s). If you require GPS data (PGNs) to be output over the NMEA 2000 port you will need to tick the RMC box.

GNSS configuration:

This setting controls the combinations of satellite constellations which are used to get a position fix. It is not supported by the B100, B300, or B330 as they use GPS only.

Long range broadcast:

This setting enables/disables the transmission of Message 27, used for long range detection. It’s transmitted on a different channel (frequency) and typically received by satellites. This proAIS2 feature is supported by Class B SO products only.

Please note that any applied configuration will need to be saved by pressing the ‘Write Configuration’ button.

‘GNSS Status’ tab

Use this tab to check the performance of your GPS antenna. This is particularly useful if you’re unsure where you need to mount your unit if it uses an internal GPS antenna. A good GPS fix is 30-40dBHz, although this may be difficult to achieve if your unit is using an internal GPS antenna and there’s an obstruction interfering with the signal.

‘Other Vessels’ tab

This tab shows the vessels in range. The vessels can be sorted by selecting the appropriate parameter at the top of the field.

‘Diagnostics’ tab

Checklist:

If your unit is fully configured and installed correctly every parameter should have a green tick against it.

Internal Data:

This field displays software versions, serial numbers, and operational/performance data. You may be requested for this information if you contact em-trak customer support for assistance.

‘VSWR’ is Voltage Standing Wave Ratio, and is an indicator of VHF antenna performance. A good VSWR is 3:1 or less, and can be affected by factors such as length or quality of cable and type of VHF antenna connected. If it exceeds the threshold a red cross will appear against AIS Antenna in the checklist field.

‘Power supply voltage’ reports the voltage received at the unit. There may be a small drop in voltage between the battery / power source and the unit, depending on the length of cable. External power (12-24V) is required for the unit to receive and transmit.

Status:

Reflects the LED indicator status on your unit. Select the ‘Silent Mode’ button to enable / disable silent mode, where the blue LED will illuminate if enabled.

Statistics:

Displays the number of messages that have been received and transmitted.

Messages:

Occasionally messages will be output in this field depending on the operational status of your product.

Class B/CS products routinely output ‘CP busy’ or ‘TX attempt failed’ messages; these are normal and relate to the way that Carrier Sense operates, where it needs to listen out for a free slot before it can transmit. You may also see a message relating to RX1 / RX2 and DSC; this is also normal and indicates when one of the receivers is monitoring the DSC channel on a regular, time-shared basis.

Alarms:

This field displays all active alarms. The alarm will be indicated with a corresponding red LED, either flashing (high VSWR) or solid (other hardware-related failure). If the conditions change and the alarm is no longer active, it will disappear from the list and the red LED will stop.

‘Wi-Fi’ tab

Use this tab to configure the W-Fi interface on your unit. The configurable parameters will differ between the B330 / B360 products and the newer B200 / B900 Series products; the specific details are covered in the product manuals. This tab is only available on products that support Wi-Fi.

As with the vessel data configuration, you will need to press the ‘Write Configuration’ button to save any changes.

‘Serial Data’ tab

Raw serial data is output on this tab. It can also be used to log the serial data to a file (which may be requested for diagnostic purposes if you contact em-trak for support), and there’s a field to enter command(s), if you have requested a configuration that isn’t supported directly by proAIS2.

‘VDR’ tab

Your position is automatically logged every time your vessel moves more than 10 meters, and this tab can be used to download that data from a selectable date range. The VDR feature is only supported on Wi-Fi products, and this proAIS2 tab is currently available for the B330 and B360 only.

If you have a question relating to proAIS2, and it isn’t covered in this article, please contact support@em-trak.com

Connect AIS to antenna and power supply

Connect AIS to PC/Laptop

Connect your PC/Laptop to the Em-Trak AIS (WiFi name can be confirmed on proAIS2 WiFi tab)

Password: (Will need to check on WiFi tab of proAIS2)

IP Address (this will be required for proAIS2)

Your MacBook will now be connected with the B924 acting as a router

STEP 2

Open proAIS2 on the MacBook and you will see the 5 pages below:

  Configuration – click on box left top and select B924 then enter vessel details

                        – click on “connect” then on “write configuration”

                        – a 6th page “WiFi” will appear

                          – select “Access mode”

                          – Enter the IP Address from Step 1

                          – Check that the IP addresses for “Gateway” and “Router” are the same

  GNSS Status

  Other vessels

  Diagnostic

  Serial data

  These pages will now show eg satellite status, details of other vessels and diagnostics.

STEP 3

Open iBoat on the iPad

Click on: “Settings/Initial setup/Connect to NMEA Gateway”

Check TCP/IP box

Check that IP address is the same as for Step 2

Port number should be 5000 and box should be green

Click on: “Settings/Targets/Display Target ID’s”

Your iBoat charts should now be showing any AIS targets within range. If you are doing this at home and away from the sea, then there will obviously be no targets. However, the pages “GNSS Status”, “Diagnostic” and “Serial data” will show if the B924 is working properly.

As the UK has now left the EU, the following will eventually be required to place products on the market in Great Britain:

• a signed UKCA Declaration of Conformity (DoC) supplied with the product
• a UKCA marking added to the ratings label

Steps are currently being taken to implement these changes in em-trak products.

There is an additional grace period where the CE mark will continue to be accepted for placing products on the market, then from 1st January 2025 onwards all products sold in Great Britain will require the new UKCA marking and DoC.

Destination and arrival time is not transmitted by Class B AIS. Therefore there isn’t a way to enter this information anywhere.

Destination and arrival time is only transmitted by Class A AIS devices. 

The em-trak product range is classified as ‘low power’ under the Ofcom EMF limits rule, and therefore no further assessment is required.

The full statement is available for download below.

Minimum Information output by Class B AIS

1) Static:

• Call sign & name
• MMSI
• Length and beam
• Type of ship

2) Dynamic:

Message: 24A and B

The data captured in a log file will help us diagnose any fault. Can you please follow the instructions below:

• Connect the unit via USB to a PC or laptop and apply 12-24V
• Open up proAIS2 configuration software
• Connect to the AIS unit
• Go to the Serial Data tab
• Select Log To File
• Save the log to a location
• Select the Diagnostics tab
• Leave the unit transmitting for a duration of 30 minutes.
• Stop logging and then send us the log file via email to support@em-trak.com

High VSWR is indicated by a flashing red LED. This can be caused by multiple factors, including:

• Poor connection or fault with the VHF antenna/cable/connectors
• VHF antenna is unsuitable for AIS frequencies (162MHz)
• VHF antenna is mounted in an unsuitable location (where nearby obstructions or metal structures will interfere with the signal)

Please try checking each of the above to address the problem. If this doesn’t resolve the issue please contact support@em-trak.com

Custom Install

If you’re unable to install proAIS2 on your Windows PC or laptop. We would advise making sure all outstanding windows updates are installed. Alternatively, you can select the option of not installing the USB driver during the installation as shown below by choosing Custom and selecting Entire feature will be unavailable under USB Device Drivers. This will allow your laptop to connect to the internet and download the drivers automatically via windows update.

Windows 10

Windows 8

Windows 7

If the problem persists please contact support@em-trak.com for assistance.