Obtaining Technical Assistance

Obtaining Technical Assistance

For technical assistance please follow the procedures outlined below.

NOTE: Initial warranty and technical issues should be handled through your local dealer first. Otherwise, please contact Grass Valley Technical Support.

Before you contact support

If you need assistance with technical problems, first complete preliminary troubleshooting steps as detailed in the following sections:

"Step 1: Check configurations"

"Step 2: Check connections and external equipment"

"Step 3: Check system status messages"

"Step 4: Identify problems using the startup sequence"

As you work through the preliminary steps, gather the following information so that it is on-hand when you communicate with the Support representative. This reduces the time required to identify your problem.

Document the results of your preliminary troubleshooting steps.
Document any system error messages or beep codes you might have observed.
Determine the software version currently on the iDDR. Refer to "Determining Turbo iDDR versions".

Grass Valley Product Support

To get technical assistance, check on the status of a question, or to report new issue, contact Grass Valley Product Support via e-mail, the Web, or by phone or fax. Contact Grass Valley first regarding problems with third party software on Grass Valley products, such as the Microsoft® Windows® operating system, Windows Media® player, Internet Explorer® internet browser, and SQL Server™.

Web Technical Support

To access support information on the Web, visit the product support Web page on the Grass Valley Web site. You can download software or find solutions to problems by searching our Frequently Asked Questions (FAQ) database.

World Wide Web: http://www.thomsongrassvalley.com/support/
Technical Support E-mail Address: gvgtechsupport@thomson.net.

Phone Support

Use the following information to contact product support by phone during business hours. Afterhours phone support is available for warranty and contract customers.

International (France)

+800 80 80 20 20
+33 1 48 25 20 20

Italy

+39 02 24 13 16 01
+39 06 87 20 35 42

International (United States, Canada)

+1 800 547 8949
+1 530 478 4148

Belarus, Russia, Tadzikistan, Ukraine, Uzbekistan

+7 095 258 09 20
+33 (0) 2 334 90 30

Hong Kong, Taiwan, Korea, Macau

+852 2531 3058

Indian Subcontinent

+91 11 515 282 502
+91 11 515 282 504

Australia, New Zealand

+61 1300 721 495

Germany, Austria, Eastern Europe

+49 6150 104 444

Central, South America

+55 11 5509 3440

Near East, Africa

+33 1 48 25 20 20

China

+861 066 0159 450

Netherlands

+31 (0) 35 62 38 421

Belgium

+32 (0) 2 334 90 30

Northern Europe

+45 45 96 88 70

Japan

+81 3 5484 6868

Singapore

+65 6379 1313

Malaysia

+603 7805 3884

Spain

+41 487 80 02

Middle East

+971 4 299 64 40

UK, Ireland, Israel

+44 118 923 0499

Authorized Support Representative

A local authorized support representative may be available in your country. To locate the support representative for your country, visit the product support Web page on the Grass Valley Web site.

International (France)	+800 80 80 20 20 +33 1 48 25 20 20	Italy	+39 02 24 13 16 01 +39 06 87 20 35 42
International (United States, Canada)	+1 800 547 8949 +1 530 478 4148	Belarus, Russia, Tadzikistan, Ukraine, Uzbekistan	+7 095 258 09 20 +33 (0) 2 334 90 30
Hong Kong, Taiwan, Korea, Macau	+852 2531 3058	Indian Subcontinent	+91 11 515 282 502 +91 11 515 282 504
Australia, New Zealand	+61 1300 721 495	Germany, Austria, Eastern Europe	+49 6150 104 444
Central, South America	+55 11 5509 3440	Near East, Africa	+33 1 48 25 20 20
China	+861 066 0159 450	Netherlands	+31 (0) 35 62 38 421
Belgium	+32 (0) 2 334 90 30	Northern Europe	+45 45 96 88 70
Japan	+81 3 5484 6868	Singapore	+65 6379 1313
Malaysia	+603 7805 3884	Spain	+41 487 80 02
Middle East	+971 4 299 64 40	UK, Ireland, Israel	+44 118 923 0499

http://www.thomsongrassvalley.com