# Troubleshooting

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

Your device has easy-to-use diagnostic tools to test connectivity status, check upload/download bandwidth, traceroute, and more to help you troubleshoot your device. You can also fine tune channel settings such as frame rate, resolution and bitrate to ensure optimal use of resources while streaming a quality video and fine tune the video input sources.

It's good practice to backup your configuration settings so that you can revert back to a good configuration if the changes you made are not desirable.

If your problems persist, there are more resources, including contact information, at [Epiphan Support](https://www.epiphan.com/support/).

**Device differences**
- None.

### Configure remote support
*Applies to: Pearl-2, Pearl Mini, Pearl Nano, Pearl Nexus.*

Remote support is enabled on Pearl device by default and allows the Epiphan support team to remotely access Pearl device to help you troubleshoot issues and reset lost admin passwords.

Your network must allow access to the Epiphan maintenance server, which has the domain name epiphany.epiphan.com. Pearl device must be able to resolve this domain name to connect to the Epiphan maintenance server for remote support.

Remote support uses ports 22 and 30. Ensure that these ports are opened to allow remote communication. If your Pearl device is on a network that is protected from the Internet by a firewall, consult with your network administrator to configure your network to allow remote Internet access through the firewall for those ports and to add epiphany.epiphan.com to the network's allowed list.

Remote support is only provided for systems covered by SupportPlan+. For more information about service plans, see **www.epiphan.com/supportplan**.

**Configure remote support using the Admin panel**

- Log in to the Admin panel as **admin**.

- From the Configuration menu, select **Maintenance**. The maintenance page opens.

- Check **Enable remote support** to enable incoming connections from Epiphan Systems.

- Check **Enable connection to maintenance server** to enable outgoing links to the Epiphan maintenance server epiphany.epiphan.com.

- Click **Apply**.

- Test that Pearl device can access the maintenance server:

- From the Configuration menu, select **Network**.

- In **Network Diagnostics**, enter **epiphany.epiphan.com** and click **ping**.

- The result of the ping should show an IP address for epiphany.epiphan.com. Report any packet losses to Epiphan support.

- If Pearl device can't reach the maintenance server, check the network settings to ensure DHCP is selected or a DNS server is listed, then try again. Consult with your network administrator if problems persist.

- If Pearl device reaches the maintenance server, ensure your firewall has port 30 open.

- Confirm with Epiphan support that they are able to access your Pearl device for remote troubleshooting.

#### Disable remote support
*Applies to: Pearl-2, Pearl Mini, Pearl Nano, Pearl Nexus.*

Remote support is enabled by default. You can turn remote support off for your Pearl device using the Admin panel.

Disabling remote support removes the ability for Epiphan to reset a lost admin password on your Pearl device. If you forget the admin password and remote support feature is off, you will need to return the system to Epiphan for reprogramming.

**Disable remote support for your Pearl device using the Admin panel**

- Log in to the Admin panel as **admin**

- From the Configuration menu, click **Maintenance**. The maintenance page opens.

- Uncheck **Enable remote support** to disable incoming connections from Epiphan Systems.

- Uncheck **Enable connection to maintenance server** to disable outgoing links to the Epiphan maintenance server epiphany.epiphan.com.

- Click **Apply**.

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