To speak to a service representative please contact us at: (866) 709 0444

Support

Once you have made the decision to purchase multimedia equipment, MediaPOINTE and our Certified Dealers will help you install, maintain and support your application.  Product-certified staff will provide you with the level of assistance you desire – to assist your staff, or to act as an extension of your staff.

Service Highlights

  • System Management and hosting.
  • Remote Installation and Maintenance Support for customers with technical expertise.
  • Onsite Installation and Maintenance Support for customers who prefer to outsource this resource.
  • Training for End-users to promote use.
  • Certification Training for I.T. support staff for technology management.
  • Project Management for complete coordination needs.

Installation

Installation Services are designed to provide you with the best possible start for utilizing and promoting your new communication solution.  Your employees can make immediate use of the MediaPOINTE products.  Prior to the actual installation, MediaPOINTE will assist you with electrical requirements and network provisioning.  During the installation we will show you how to use the system.

All installation services are provided by MediaPOINTE or a MediaPOINTE Certified Dealer.

Service Highlights

  • Remote Installation Support via telephone assistance.
  • Onsite Installation Support for system connectivity and configuration.
  • End-User Training.
  • Project Management for complete coordination needs.

Maintenance

Maintenance Services are designed to provide you with timely support now that you are using this communication solution.  As your employees make use of the MediaPOINTE products, they may need to ask a question regarding how to use a particular feature.  Should they encounter any unexpected result, help is just a phone call away.

All maintenance services are provided by MediaPOINTE or a MediaPOINTE Certified Dealer.

Service Highlights

  • Software updates and upgrades for technology investment protection and future compatibility.
  • 24x7 support availability.
  • Advanced priority hardware replacement.
  • Remote Support via telephone assistance.
  • Onsite Support for hardware replacement

Training

 Training Services are designed to provide your employees with a comfort level when using this communication solution.  Familiarity with MediaPOINTE products will empower your employees to make the most of these tools. 

All training services are provided by MediaPOINTE or a MediaPOINTE Certified Dealer.

Service Highlights

  • End-User Training for MediaPOINTE use and adoption.
  • Certification Training for support of MediaPOINTE products.
System Management and Hosting

Managed Services are designed to provide you with a high-touch level of service and a single source for all of your conference management needs.  Our experienced staff will manage your conference schedule, launch your calls and manage all of your equipment.  MediaPOINTE can even provide your network, and can host your equipment in our fully redundant and secure co-location facility.

Service Highlights

  • System management for software updates and call launching and monitoring
  • Global network bandwidth from reliable providers, for converged or dedicated networks
  • Secure co-location facilities to make infrastructure gear accessible to your company without impacting your headquarters network

Frequently Asked Questions

Need to update your software?  Not sure how to use the MediaPOINTE features?  Here are answers to these questions and other frequently asked questions coming into our Support Center:

FAQ

1. Do the appliances have a web interface?
Yes, access it by entering the IP address of the unit into the address bar of any internet browser.

2. What warranty do MediaPOINTE products come with?
The system includes a 1-year warranty for return-to-factory repair.  Maintenance plans are also available for purchase and include 24x7 telephone support, software updates and priority shipment of replacement hardware.

3. When connecting a DMR to a computer without a switch what kind of cable is needed?
Use an RJ 45 cross-over cable when connecting a computer directly to the DMR.  Use a straight through cable when connecting the DMR to an Ethernet Switch.

4. What does it mean when I get an IP address of 127.0.0.1?
The DMR has no network connectivity and is displaying a loop back address. Check routers, switches, and cables if this problem occurs.

5.  Can I control MediaPOINTE products with an AMX or Crestron controller?
Yes.  Starting with version 2.0, MediaPOINTE now comes with an Application Programmers Interface (API) available via RS232 control port connection or over TCP/IP via Telnet.

6.  How many events can I record simultaneously?
Currently, the DMR series can support recording/archiving of one event at a time, within a single unit.

7. Can I have all 100 employees watch a stream simultaneously?
Yes, our DNS series and the DMR200/210 both support Multicast streams. You will need to make sure your network is properly configured to support Multicast traffic.

8. Do you have a product that I can use for Podcasts?
The DMR200 is a good place to start, since it compresses video to MPEG-4 files which can be played back on an iPod. iTunes will need to resize the video file to the correct dimensions to play on an iPod, but the video will already be in the correct compression format.

9. I want to have one high-bandwidth stream for inside my network, and I want to have a low-bandwidth stream to broadcast out to the Internet. Can the MediaPOINTE products stream at multiple bit-rates?
Yes, by utilizing 2 streamers, one configured for the high-bandwidth and one for the low-bandwidth, and feed them the same source signal.

Documentation

Manuals

 

To obtain a service contract please email us at support@mediapointe.com

To speak to a service representative please contact us at:
(866) 709 0444 (between 5am PT and 5:30pm PT)
(866) 723 7179 (after business hours)