We support our products better than anyone in the industry.

 We have a philosophy at Video Hardware Services LLC:

Our customers are our salespeople

We approach each sale with the intention to make sure you can use your system, and to make sure it works properly for you. Our primary goal in support is to make sure that your system gets your work out the door, so you can get the checks in the mailbox, teach your students, or make the video for your class reunion.

Over the years, we’ve sold multiple systems to the same customer. They make money and generate so much new business using the first one, that they need another one for all the new work they have. We'll take extra care to make sure your footage is not lost when we give instructions or driver updates, we’ll only tell you to use the Restore DVD as a last resort, and if your system comes into us for repair, we’ll make every effort to back up your clips and data.

If you are having issues with a product you purchased from Video Hardware Services LLC, you can reach out to us in many different ways.

If your issue is not immediately urgent; please send an email with your name, type of system, and a description of your problem to support@videohardware.com. We will usually respond within 2 hours, even on the weekends.

You can call us toll free at 1-877-203-0871 x203 to speak with a technician during our normal business hours or our extended support hours if you have the Premium plan.

Additional support plans with evening and weekend responses are available. Click here for more information.

Using our Remote Technician service, we'll be able to log into your system, and troubleshoot any issues.

When you call us, please have your system connected to the Internet (if possible).

The Remote Tech Icon on your desktop (or in the Start Menu) will connect you to our technician, and we will be able to interact with your system just like we were sitting right there with you.

Product Resources

There are numerous support sites throughout the Internet where you’ll find some of the most common issues and their solutions. These sites are offer great resources on how to find out how to do a particular task with your system, develop a workflow, and more. Don’t re-invent the wheel. There’s a good chance that there will be someone else out there who has already tried to do the ’special effect’ that you are trying to achieve. A lot of people in these forums are very willing to give advice; both technical and business related, so use these resources to better your craft. We have listed the best ones for each one of our manufacturers below.

Click on a link to jump to that section:

Adobe
AVID
Grass Valley
NewTek
Matrox
Sony Creative
 

There are numerous support sites throughout the Internet where you’ll find some of the most common issues and their solutions. These sites are offer great resources on how to find out how to do a particular task with your system, develop a workflow, and more. Don’t re-invent the wheel. There’s a good chance that there will be someone else out there who has already tried to do the ’special effect’ that you are trying to achieve. A lot of people in these forums are very willing to give advice, technical and business, so use these resources to better your craft. We have listed the best ones for each one of our manufacturers here:

Adobe

http://www.adobe.com/support/main.html -- Adobe maintains an extensive knowledge-base for all of their products. You can access that information here.

http://www.adobe.com/support/forums/main.html -- the Adobe forums are a great resource for workflow tips and ideas.We offer different support options depending on your needs. Our support plans are found here. We offer On-Site Service Contracts in the New England Region. Contact sales@videohardware.com for more information.

---

AVID

http://avid.custkb.com/avid/app/selfservice/search.jsp?ssdFilterCommunity15=1408 -- takes you to the AVID Knowledgebase. It’s a little technical, but many questions can be answered here. The search function works well.

http://community.avid.com -- the forums on AVID’s website are a great resource. Make sure you post your system specs, so no one questions your system. The search function is nice on this site.

---

NewTek

http://forums.newtek.com/ -- this is a link to the forums hosted by NewTek. You must register to be able to search through the archives. This forum is perhaps the most helpful forum in the business. We highly recommend this forum for use with all your NewTek products.

http://www.newtek.com/faq/index.php -- takes you to the FAQ database hosted by NewTek for all of their products. This is a relatively new FAQ, but they are adding stuff all the time, so keep checking back.

http://www.newtek.com/vt/tutorials/ -- NewTek has developed several online tutorials for VT, and you can find them at this link

http://www.newtek.com/tricaster/tutorials.php -- if you own a TriCaster, you can find the tutorials page listed here. Learn how to create CGs and more.

 

---

Matrox

http://www.matrox.com/video/en/support/windows/mxo2/ --this link connects you to the Matrox support page for the MX02.

http://www.matrox.com/video/en/support/windows/mxo2/forum/ -- if you have a DreamStation-MX or a MX02, this is a good forum , but there are a lot of people who have tried to use the box in un-approved systems, and they can clutter the threads.