Trinnov Audio ALTITUDE 16, User Manual

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11 _IN CASE OF EMERGENCY,
BREAK THE GLASS
Trinnov Audio has placed a particular Support case policy to ensure the best support possible in case of
an inquiry. We are proud about the quality of our products and if a problem happen, or you have a question,
our team will do their best to resolve it.
11.1 _WHAT YOU WILL NEED
Before contacting a Trinnov Audio partner or the Trinnov Audio support, please make sure to be able to
give the following information:
The type of your machine: Trinnov Audio makes different type of units. Please always say that you own an Alti-
tude
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(you can also give the nickname of the Altitude
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: ALS.)
The serial number of the unit: To be able to have some information about your unit, the Trinnov Audio partner or
the Trinnov Audio support will need the serial number of your machine. If you don’t know the serial number of
your unit please go to your Altitude
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’s back panel to find out its serial number, or using the front panel menu (Menu/
About). The 6-digit serial number is printed above the MADE IN FRANCE tag: it is “123456” in the example below:
Figure 141: a serial number as printed on the back panel of the Altitude
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• The unit is connect to the network : This is not an obligation but as Trinnov Audio can performed mainte-
nance remotely, having a machine connected to the network is heavily recommended. To be able to performs a
maintenance your unit will need to be connected to the Trinnov Audio Server. In the main page, go to the Net-
work Status in the Setup/Network page you need to have “Connected to Trinnov Audio Server” . If the status
indicate “Local Network OK” or “ Internet Access ” it means that the Trinnov server can’t be reach.
• Port 22 is unable : If you want from us an remote assist please check that the outgoing port 22 is unabled. You
can check it in your network configuration or by asking to your network operator.
• The serial number of the microphone (optional): If you own a Trinnov 3D microphone and you have an in-
quiry about it please note the serial number of your microphone. The serial number is written on the microphone
in this format: vx-xxx.
• Day, hour, minutes: If you have an inquiry relative to a strange behaviour of your unit that is not happening at
the moment, please give to the technicien a precise date, hour and if you have it minutes. Support can look at files
in the unit (called logs) to resolve the problem but please remember that as a unit generate many logs, without a
precise time it would be very difficult to find the problem.
11.2 _TRINNOV AUDIO POLICY OF SUPPORT
11.2.1 _CONTACT YOUR DEALER
The first step of any inquiry will be to contact your dealer. The Trinnov partners are trained to be effective
on the Altitude
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and will surely be able to help you.