What is the Tech Support Report Utility?

Only send this report if you were directed to do so by a Tech Support Representative. If you have not yet contacted us about your problem please fill out the form located on here instead.

This utility will generate a report containing your PrimoDVD, PTPublisher or PTBurn log files (if this exists), software debugging files and a text file with all relative computer specification information that we need to better assist you with the problem(s) you are having with your Primera product(s).

Only system information relative to the problem will be sent. You may view this information being sent to Primera in the files that are created by this utility. Please be aware that any information sent to Primera will be strictly confidential and used only for troubleshooting your problems with Primera products.

Instructions:

1. Download the Tech Support Report Utility using the link above. The name of the file downloaded is "TechSupReportv1.x.exe"

2. Save this file to a known location on your hard drive or run it directly from the Primera website.

3. Once downloaded run the utility and fill in all of your information in the fields provided. Make sure to include the Tech Support Rep's name that was helping you in problem description field.

4. Click "Save Report " - A zip file like the one below will be created on your desktop. The filename corresponds to the date and time it was created.



5. Email this file as an attachment to support@primera.com or to the tech support representative that requested the file.

Note - If you have a Composer you will get the following message:

"A Disc Publisher was not detected, is this expected? If this is expected click "Yes" to continue without collecting the Disc Publisher information. Otherwise, click "No", connect and power the unit (wait until it finishes initializing) and run this application again."

Please disregard this message and click "Yes" as this utility was written for Bravo products but will work for other products.