Request assistance

If you are an existing Harmonic customer in need of assistance, please select your preferred method of communication below to get in touch with the TAC team.

how-to-connect-to-remote-assistance

How to connect to remote assistance

The TAC utilizes remote assistance software to aid in the diagnosis of all product lines. To start a remote, real-time assistance session, please follow these steps:

  • Contact support to plan a remote assistance session
  • Download the Teamviewer software
  • Open the executable file on the PC/Mac you wish us to access
  • Click ”OK” to run. This will start the TeamViewer client
  • Provide the ID and password to our support team, enabling the engineer to connect remotely

Support tools

Harmonic Support team is continuously working to innovate and create better ways to keep your systems running and performing optimally. Here you can stay up-to-date with our latest invaluable tools.

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 below to find the product you are looking for

bNSG 9000

No document library found

ConformTool

No document library found

DemuxTool

No document library found

Harmonic MediaGrid

Harmonic MediaGrid Installation Guide, Release 4.3, Rev. AHarmonic MediaGrid ContentBridge 4000 Installation Guide, Release 5.0, Rev. AHarmonic MediaGrid ContentServer 4000 Quick Reference Guide, Rev. BHarmonic MediaGrid ContentStore 5840A Quick Reference Guide, Rev. BHarmonic MediaGrid Installation and Configuration Guide, Release 4.2Harmonic MediaGrid Installation and Configuration Guide, Release 4.1, Rev. CHarmonic MediaGrid Installation and Configuration Guide, Release 4.1, Rev. AHarmonic MediaGrid ContentStore 5840A Quick Reference Guide, Rev. AHarmonic ContentStore 3160 Quick Reference Guide, Revision DHarmonic MediaGrid Installation and Configuration Guide, Release 4.0SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5SystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4Harmonic MediaGrid ContentStore 5840 Quick Reference Guide, Rev. AHarmonic MediaGrid ContentDirector 1000F/2000C Quick Reference Guide, Rev. AHarmonic MediaGrid ContentBridge 2010F Quick Reference Guide, Rev. AHarmonic MediaGrid Component Replacement Guide, Release 3.4Harmonic MediaGrid Component Replacement Guide, Release 3.4.1Harmonic ContentServer 3000 Quick Reference Guide, Revision BHarmonic ContentServer 2124A Quick Reference Guide, Revision AHarmonic ContentServer 2122 Quick Reference Guide, Revision AHarmonic ContentServer 1042B Quick Reference Guide, Revision GHarmonic ContentServer 10242C-DP Quick Reference Guide, Revision CHarmonic ContentDirector 1000E/2000B Quick Reference Guide, Revision AHarmonic ContentDirector 1000C/D & 2000 Quick Reference Guide, Revision CHarmonic ContentBridge 2010E Quick Reference Guide, Revision AHarmonic ContentBridge 2010C/D Quick Reference Guide, Revision CHarmonic ContentBridge 1000B Quick Reference Guide, Revision AHarmonic MediaGrid Installation and Configuration Guide, Release 3.4.2Harmonic MediaGrid Installation and Configuration Guide, Release 3.4.1

IVG 8000

No document library found

NSG-36R1G

No document library found

Archived Documents for NSG-36R1G

NSG Pro HW and Installation Guide, Revision A

PlayTool

No document library found

Archived Documents for PlayTool

NSG Pro HW and Installation Guide, Revision A

Spectrum ChannelPort

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum X and ChannelPort Template Authoring Guide, Release 8.0Spectrum X and ChannelPort Template Authoring Guide, Release 8.1Spectrum Spectrum X/ChannelPort Tools User Guide, Release 8.0Spectrum Spectrum X/ChannelPort Tools User Guide, Release 8.1Spectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASpectrum ChannelPort Quick Reference Guide, Revision E.SystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaCenter

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaCenter Quick Reference Guide, Rev. E.Spectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaCenter SSD

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum MediaCenter 2200B Quick Reference Guide, Revision DSpectrum MediaCenter Component Replacement Guide, Rev. DSpectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaDeck 7000 Installation Guide, Release 7.5Spectrum MediaCenter Quick Reference Guide, Rev. E.Spectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaDeck 7000

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaDeck Component Replacement Guide, Rev. ASpectrum MediaDeck 7000 Installation Guide, Release 7.5Spectrum MediaDeck 7000 User Guide, Release 7.5Spectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaDeck 7000 SSD

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager User Guide, Release 6.5Spectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaDeck Component Replacement Guide, Rev. ASpectrum MediaDeck 7000 User Guide, Release 7.5Spectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASystemManager User Guide, Release 6.4

Spectrum MediaDirector

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum MediaDirector 2252B Quick Reference Guide, Revision DSpectrum MediaDirector Component Replacement Guide, Rev. DSpectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaDirector 2251B Quick Reference Guide, Revision ASpectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaPort 7000

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5Spectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaPort Component Replacement Guide, Rev. BSpectrum MediaPort 7000 Component Replacement Guide, Revision ASpectrum Media and Wrapper Formats, Release 8.1Spectrum Installation Guide, Release 8.0Spectrum Installation Guide, Release 8.1, Rev. ASpectrum MediaPort 7000 Quick Reference Guide, Revision HSystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaStore

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager Installation Guide, Release 6.5SystemManager User Guide, Release 6.5MediaStore 7200 Quick Reference Guide, Revision ASpectrum MediaStore Component Replacement Guide, Rev. CSpectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum Media and Wrapper Formats, Release 8.1SystemManager User Guide, Release 6.4SystemManager Installation Guide, Release 6.4

Spectrum MediaStore 5000

Spectrum Protocol Reference Guide, Release 8.4, Rev. KSpectrum Media and Wrapper Formats, Release 8.4Spectrum Template User Guide, Release 8.4Spectrum Tools User Guide, Release 8.4Spectrum Installation Guide, Release 8.4Spectrum Protocol Reference Guide, Release 8.3, Rev. JSpectrum Tools User Guide, Release 8.3Spectrum Template User Guide, Release 8.3Spectrum Media and Wrapper Formats, Release 8.3Spectrum Installation Guide, Release 8.3SystemManager User Guide, Release 6.5Spectrum MediaStore Component Replacement Guide, Rev. CSpectrum Tools User Guide, Release 8.2Spectrum Template User Guide, Release 8.2Spectrum Media and Wrapper Formats, Release 8.2, Revision BSpectrum Installation Guide, Release 8.2Spectrum Protocol Reference Guide, Revision ISpectrum MediaStore 5000 Quick Reference Guide, Revision CSpectrum Media and Wrapper Formats, Release 8.1SystemManager User Guide, Release 6.4

Standalone GUI for Encoders (SAG)

Electra and Ion SAG Getting Started Guide, Version 5

TransferTool

No document library found

ViewerTool

No document library found

XSend

No document library found
Software downloads

Software downloads

Software downloads are available
to registered customers only.

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Product announcement

Product announcement

Find information related to
all Harmonic products

Read more

Product Announcements

Date
Harmonic MediaGrid File System Driver User Guide, Release 4.0, Rev. A
October 30, 2018
Harmonic Response to Supermicro Hack Allegations by Bloomberg
October 25, 2018
Update – Harmonic Response to Meltdown and Spectre 4-2-2018
February 26, 2018
Software Release: Spectrum XE 02.10
August 23, 2017
Software Release: Spectrum 8.3
August 18, 2017
Software Release: NMX 7.7
July 10, 2017
Recommendation for WannaCrypt Ransomware Attack
May 18, 2017
EOL: End-of-Service Notifications for NMX Digital Service Manager v6.x and v7.1.x
May 15, 2017
Software Release: NMX 7.6.2
April 10, 2017
Software Release: NMX 7.3.8
March 6, 2017
Software Release: NMX 7.4.8
March 6, 2017
Software Release: NMX 7.5.4
March 6, 2017
Software Release: NMX 7.6.1
February 16, 2017
Software Release: NMX 7.6
December 16, 2016
Software Release: NMX 7.4.7
December 9, 2016
Software Release: NMX 7.5.3
November 23, 2016
Software Release: NMX 7.5.2
August 23, 2016
Software Release: NMX 7.5
May 24, 2016
EOL: End-of-Service Notifications for ProXchange
May 1, 2016
EOS: bNSG9000 and NSG9000-3G
March 30, 2016
Software Release: NMX 7.3.7
March 16, 2016
Sofware Release: NMX 7.4.4
March 10, 2016
Product Announcement: Spectrum 8.1.0.0 Release
February 28, 2016
Software Release: NMX 7.3.6
February 17, 2016
Software Release: NMX 7.4.3
January 31, 2016
Software Release: HEVC Broadcast Encoding Support with NMX 7.5 LA
December 20, 2015
Software Release: NMX 7.4.2
December 16, 2015
EOL: EOS Notification for ProStream 3600
November 26, 2015
EOL: Spectrum MediaCenter MCP- 2200 and MCP-2200A
November 19, 2015
Software Release: Spectrum 8.0 Condor and SystemManager 6.3.0
November 18, 2015
Software Release: NMX 7.4.1
November 16, 2015
EOL: Spectrum MediaPort MIP-7600 and MIP-7601
November 15, 2015
Software Release: 7.4
October 25, 2015
Software Release: NMX 7.3.5
October 12, 2015
EOL: Spectrum MediaDirector MCP-2251 and MCP-2252
July 31, 2015
Software Release: NMX 7.3.2
July 13, 2015
EULA: EdgeMS
June 28, 2015
Software Release: NMX 7.1.6
June 24, 2015
Software Release: NMX 7.1.5
June 8, 2015
Software Release: NMX 7.3.1
May 6, 2015
EULA: ProMedia and WFS Software License Agreement
April 19, 2015
EOS: 600-GB Spectrum MediaStore Models
March 30, 2015
EULA: NMX Digital Services Manager Software License
March 16, 2015
Software Announcement: Availability of the NMX 7.3 Software Release
March 16, 2015
Product Announcement: Spectrum 7.8.0.0 Release
March 2, 2015
Product Announcement: Spectrum 7.7.0.0 Release
November 3, 2014
Product Announcement: Availability of the Spectrum 7.6.0.0 Release
July 15, 2014
Product Announcement: Change of Business Terms for ProMedia Carbon
June 8, 2014
Product Announcement: Availability of the Spectrum 7.5.1.0 Service Release
April 1, 2014
Product Announcement: Availability of the Spectrum 7.5 Release
February 11, 2014
EOL: 1TB Spectrum MediaCenter and 1TB Spare HDD
December 9, 2013
EULA: NSG 9000 Firmware License
August 11, 2013
EULA: ProStream 1000 License
March 12, 2013
EOL: Spectrum MediaDirector and MediaStore Products
January 31, 2013
EOL: NMX Digital Service Manager v5.7.x
December 4, 2012
EOL: Spectrum MIP-4010 MediaPort
June 30, 2012
EULA: IRIS License
April 11, 2012
EULA: ProStream 9000 License
March 12, 2012
EOL: NMX 6.0
November 6, 2011
EOL: CLEARcut
September 29, 2011
EOL: LIVEcut Hardware and Software
September 29, 2011
EOL: StreamLiner Ad Server/StreamLiner BPS
September 29, 2011
EOL: StreamLiner Products
August 29, 2011
EOL: Notification for NSG9000-3G
August 20, 2011
EOL: NMX 6.0
April 28, 2011
EOL: MN20 Products
August 13, 2009
EOL: Thesys/DDM/SCS Products
December 31, 2008
EOL: MN20 Products
October 5, 2008
EOL: MV50/MV100/MV30
April 17, 2008
EOL: MN20 Products
April 30, 2007