Remote Assistance

Customers Come First

The Technical Assistance Center (TAC) utilizes remote assistance software to aid the diagnosis of all Harmonic product lines. This enables our support engineers to remotely administer Harmonic products alongside our customers, while conversing in real-time. Remotely accessing the equipment provides a much deeper understanding of the setup and issue, leading to a swift resolution.

Harmonic's preferred choice of remote assistance software is TeamViewer, which enables customers to run a client on the affected computer. Other remote assistance software can be used, but Harmonic is set-up and trained to use TeamViewer.

Get Started

To start a remote assistance session, please follow these steps:

  • Contact support to organize a remote assistance session
  • Download the software
  • Open the executable file on the PC/Mac you wish Harmonic to access
  • Click 'Ok' to run which starts the TeamViewer client
  • Provide the ID and password to Harmonic support so the engineer may connect remotely

Tech Requirements

This is a client application that runs on Windows, Mac or Linux. No software is installed. 
Please refer to for more information.