Support, Download logs and allinfo file – Epiphan Pearl Mini Live Video Production System User Manual
Page 382
Pearl Mini User Guide
Support
Support
Your Pearl Mini 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
l
SupportPlan+
offers a 2-year support extension plus remote troubleshooting support
Remote troubleshooting support allows the Epiphan support team to remotely access Pearl Mini 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 SupportPlan+.
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.
371