# Support and contact information

*Applies to: Pearl-2, Pearl Mini, Pearl Nexus, Pearl Nano*

Your device comes with a one-year complimentary warranty starting from the original product shipment date. You can purchase a 2-year extended support plan from Epiphan Video, within one year of the original ship date, for a total of three years of product support from the original product shipment date. Pearl Nexus units purchased on or after March 1, 2026 ship with a three-year warranty, which a support plan does not extend. For warranty terms, see "Standard warranty coverage":

- **SupportPlan** offers a 2-year support extension and advanced replacement
- **SupportPlan+** offers a 2-year support extension, advanced replacement, and remote troubleshooting support

Remote troubleshooting support allows the Epiphan support team to remotely access your device to help troubleshoot issues and reset lost admin passwords. No private information is sent to the Epiphan maintenance server during a remote session.

To contact Epiphan support:

- **Email**: [support@epiphan.com](mailto:support@epiphan.com?subject=Support%20request)
- **Online chat**: [www.epiphan.com/support](https://www.epiphan.com/support) (Monday to Friday, 09:00 to 17:00 UTC-5, or UTC-4 during Daylight Saving Time)
- **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 to download files for support.

Remote support is only provided for systems covered by SupportPlan+.

**Download the logs using the Admin panel**

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.

- Log in to the Admin panel as **admin**.
- From the Configuration menu, select **Maintenance**. The maintenance page opens.
- Check **Permanent Logs** and click **Apply**.
- Select **Maintenance** again to refresh the maintenance page and click **Download permanent logs**. A zip file containing system downloads.

**Download the allinfo file**

- From your browser, run the **allinfo** script. A file is saved to your computer.

- **Pearl-2**: http://<ip address of your system>/admin/allinfo.cgi
- **Pearl Mini**: http://<ip address of your system>/admin/allinfo.cgi
- **Pearl Nexus**: http://<ip address of your system>/admin/allinfo.cgi
- **Pearl Nano**: http://<ip address of your system>/admin/allinfo.cgi

- Share the log files and the allinfo results with Epiphan support.

**Device differences**
- None.

> product: pearl-family · topic: specs-ports · source: pearl-family-common.md · updated: Oct 13, 2026