User Manual
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 EpiphanVideo 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-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 www.epiphan.com/supportplan.
To contact Epiphan support:
l Email: support@epiphan.com
l Online chat: www.epiphan.com/support (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, see Connect to the Admin panel.
2. From the Configuration menu, click Maintenance. The maintenance page opens.
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