Harmonic corporate contact information
Harmonic corporate contact information
Phone numbers and addresses for the corporate office.
Harmonic corporate address
4300 North First Street
San Jose, CA 95134
U.S.A.
Harmonic corporate telephone numbers
Tel. 1.800.788.1330 (from the U.S. and Canada)
Tel. +1.408.542.2500 (outside the U.S. and Canada)
Fax.+1.408.542.2511
Useful information for Harmonic technical support
In order to expedite diagnosis and remediation, please gather helpful information about your Spectrum
system as well as your SystemManager platform before contacting Harmonic technical support.
Information about your Spectrum system
In the event of a component or device failure, please gather information about your Spectrum system
before contacting Harmonic technical support.
Harmonic technical support may request the following information:
• What is the model and serial number of the hardware involved?
For Spectrum devices: from the Home tab in SystemManager, click the Upgrade Firmware icon in the
left-hand column to display the Upgrade Firmware page. All Spectrum video servers in your system
are listed in the Spectrum Servers section. Find the model numbers and serial numbers listed in their
respective columns.
Scroll down to the I/O modules section to view the model numbers and serial numbers for I/O
modules.
• What is the name of the Player that is being used?
From the Configuration tab in SystemManager, click the Player Configuration link in the left-hand
column, and then click the name of the Spectrum video server. The Player List page for that device
appears. The names and status of all players are listed.
• What file format and bit rate is the Player configured for? (for example, MPEG, DV, or IMX?)
From the Configuration tab in SystemManager, click the Player Configuration link in the left-hand
column, and then click the name of the Spectrum video server. The Player List page for that device
appears. From the player list, click the Properties link to view all the details for a player.
• If the problem is related to Ingest or Playout of a clip, what is the Clip ID involved?
The clip name or clip ID should be indicated by whatever software application you are using to play or
record video. For ClipTool, clip names are displayed in the clip management area of the ClipTool main
window.
• What brand of Automation, if any, is being used for control?
227 Spectrum System 8.4 Installation Guide
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