Warner Media - XOS Advanced Media Processor
©2021 Harmonic, Inc.
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Contacting Technical Support
24/7 Phone Support
by calling the Harmonic Technical Assistance Center.
Contact and help for Warner Media and affiliates
For Affiliate Survey, IRD fulfillment, IRD installation and initial configuration support:
Harmonic Professional Services
Phone: (408) 490-6601, 7 a.m. to 4 p.m. Pacific Time, Monday through Friday
Email:
For general inquiries on the C-band transition project, existing WM services, IRD activation requests:
Warner Media Hotline
Phone: (212) 512-5666 or (404) 827-2458
Email:
Enable remote connectivity for support
To quickly assist you in resolving issues during the transition, as well as after you have put the new IRDs into production
operation, Harmonic recommends enabling remote access to the XOS IRD. Please refer to the steps listed below.
To start a remote, real-time assistance session, please follow these steps:
Contact the Harmonic Transition Support team by phone or by email to request remote assistance.
Download TeamViewer.
Get TeamViewer here:
https://get.teamviewer.com/fkhjg6a
.
Open the executable file on the PC/Mac you want us to access.
Click
OK
to start the TeamViewer client.
Provide the ID and password to our support team, enabling the support engineer to connect remotely.
IRD authorization
You can request that your IRD be authorized by WarnerMedia. Please contact:
WarnerMedia Hotline
Phone: (212) 512-5666 or (404) 827-2458
Email:
You will need to provide your unit serial number to the Hotline desk.
The unit serial number can be found behind the bezel on the front of the IRD.
The Harmonic Transition Support team and the Technical Assistance Center (TAC) utilize remote assistance
software to aid in the diagnosis of all product lines.
