Support

The Harmonic Technical Assistance Center (TAC) is the consolidated single point of contact for all customer support questions and issues. The TAC is geographically dispersed, with staff located at key strategic locations worldwide. The TAC operates 24×7 and is staffed by Harmonic technical support engineers who provide multi-level technical support, case management and problem resolution.

Request Assistance

If you are currently a Harmonic customer in need of assistance, please use the contact information listed here to contact the TAC.

Remote Assistance

The 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.

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

  • Contact support to organize a remote assistance session
  • Download the Teamviewer 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

Service and Support Tools

The Harmonic Service and Support team is continuously working to innovate and create new and better ways to help keep your systems up, running, and performing at their best. Please keep an eye on this page to make use new, creative and valuable tools as we unveil them.

Harmonic Log Grabber Tool – Quickly grab log files, low-level debug data, NMX catalogs and more, from your Distribution and Delivery systems.
Download the tool by visiting our Software Download Portal. Navigate to NMX Application > General Availability > Version Harmonic Log Grabber.

Note: ProStream XVM support for this tool is still under development.

Document Library

Type the product name you’re looking for and select from the resulting list:

Harmonic MediaGrid

Spectrum ChannelPort

Spectrum MediaCenter

Spectrum MediaCenter SSD

Spectrum MediaDeck 7000

Spectrum MediaDirector

Spectrum MediaPort 7000

Spectrum MediaStore

Standalone GUI for Encoders (SAG)

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Software Downloads

Software downloads are available
to registered customers.

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Transcoding Community

Get answers, share knowledge and provide
feedback on transcoding.

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Product Announcements

Find information related to all Harmonic product lifecycle events, from launch press release through EOL announcements.