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Pearl-2 User Guide
Support
Support
Your Pearl-2 comes with a one-year complimentary support plan starting one year from the original product
shipment date. You can purchase a 2-year extended support plan from Epiphan Video for a total of three
years of product support from the original product shipment date:
l
SupportPlan
offers a 2-year support extension
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Supp
offers a 2-year support extension plus remote troubleshooting support
Remote troubleshooting support allows the Epiphan support team to remotely access Pearl-2 to help
troubleshoot issues and reset lost admin passwords, see
Configure remote support
. No private information is
sent to the Epiphan maintenance server during a remote session. For more information about service plans,
see
To contact Epiphan support:
l
l
Online chat
(Monday to Friday between 9am and 5pm Eastern)
l
Call
: 1-877-599-6581 / 613-599-6581
From time to time, Epiphan support may ask you for logs from your system. Follow the instructions in this
section to download the log files for support, see
Download logs and "allinfo"
.
Remote support is only provided for systems covered by Supp.
Download logs and allinfo file
If requested by Epiphan support, you can download the logs files and/or "allinfo" data from your system.
These files help our support team troubleshoot problems.
To download the logs and allinfo file:
1. Login to the Admin panel as
admin
2. From the Configuration menu, click
Maintenance
. The maintenance page opens.
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Содержание Pearl-2 Rackmount
Страница 139: ...Pearl 2 User Guide Mute audio 4 Click Apply 126 ...
Страница 151: ...Pearl 2 User Guide Mirror the video output port display 138 ...
Страница 156: ...Pearl 2 User Guide 4K feature add on 143 ...
Страница 180: ...Pearl 2 User Guide Delete a configuration preset 167 ...
Страница 377: ...Pearl 2 User Guide Delete a recorder 3 Click Delete this recorder and click OK when prompted 364 ...
Страница 440: ...Pearl 2 User Guide Register Pearl 2 427 ...
Страница 488: ...l Pro audio inputs l 512 GB data storage SSD l Touchscreen ...
Страница 497: ... and 2019 Epiphan Systems Inc ...