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Appendix A: Pinnacle Systems Customer Support
About Deko Support
Additional resources are available online. FAQs, public web boards, and late-breaking
documentation are posted at the Pinnacle Systems web site for Deko products. Use the following
link address:
http://www.pinnaclesys.com/support
Answers to all of the problems you encounter may not be found here, but what is there can help
stimulate new thoughts and ideas about the source of the problem.
Troubleshooting Questionnaire
Before contacting Pinnacle Systems Customer Support, please complete the Troubleshooting
Questionnaire below and have the answers ready before you contact us.
1. What is the product model and software version number?
2. Can you reproduce the problem consistently or is the problem intermittent?
3. What version of the operating system are you using?
4. When did the problem start? Has the product ever worked? What was the last thing
changed or added to the system?
5. What is the exact wording of any error messages you have received?
6. Are you using the product as it was intended or recommended to be used?
7. Does the issue disappear if you boot the system with all third-party devices removed?
8. What have you done to try to resolve the issue yourself?
Once you know the answers to the questions listed above, you should contact Pinnacle Systems
Customer Support for additional help.
Contacting Pinnacle Systems
Request support from Pinnacle Systems via E-mail or the web. Please be sure to include your
name, phone number, and the serial number of the Deko1000 or Deko550 workstation with your
request. The appropriate member of the Pinnacle Systems support team will respond to your
request. Support by region is as follows:
Important: Please keep this manual at a place where it can readily be found. When you are contacted by
Pinnacle Systems Customer Support, you made need this document for troubleshooting and maintenance
of your system while on the phone with the Support Engineer.
Broadcast Support Americas and Canada
E-mail:
broadcast-support@pinnaclesys.com
Web Support:
http://www.pinnaclesys.com/support/contact
Deko1000 & Deko550 Technical Reference And Service Guide
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Table of Contents
Troubleshooting
