Support: Frequently Asked Questions (FAQ)

1. How long is the warranty?
Hardware Warranty = one year from purchase (two years in Europe); Software Warranty = 90 days. Please note you must mail in your warranty card as soon as possible after the time of purchase. A copy of your original purchase receipt will be required should you need to return your product for repair under warranty. [more...]

2. How do I obtain new Drivers, Updates, Utilities or Manuals for my product(s)?
Set up a GV Desktop User Account and register your product(s). Then log in, whenever you wish, and view a list of the Downloads available to you (note log-in is required each time you return to the Grass Valley Desktop Web site).

3. Do I need to register to download demo (trial) software?
Yes. If you already have a GV Desktop User Account, simply log in to view a list of the Demos available to you. If you do not yet have one, please take a few moments to set up a new GV Desktop User Account. You do not need to own any of our products to have a GV Desktop User Account, and you can rest assured that your personal information will never be sold or passed on to third parties without your consent.

4. The compatibility list on the site does not have my motherboard and/or graphics card listed, how do I find out if my equipment is compatible?
Please contact your nearest Technical Support team via telephone or e-mail; they will be more than happy to help you. If you have a GV Desktop User Account, the quickest way to contact your Grass Valley Desktop Technical Support team is to log in and choose Contact Grass Valley. If you are not logged in and/or do not want to establish a GV Desktop User Account at this time, the Contact Grass Valley link will take you to the main Contact page, from which you can select the Grass Valley Sales Office nearest you to view Contact information for your team.

5. I think my product is faulty, what do I do?
Please contact your Grass Valley Desktop Technical Support team via telephone or e-mail; they will be more than happy to help you. If you have a GV Desktop User Account, the quickest way to contact your Grass Valley Desktop Technical Support team is to log in and choose Contact Grass Valley. If you are not logged in and/or do not want to establish a GV Desktop User Account at this time, the Contact Grass Valley link will take you to the main Contact page, from which you can select the Grass Valley Desktop Sales Office nearest you to view Contact information for your team.

6. What is the Grass Valley Desktop Solutions Forum?
The Grass Valley Desktop Solutions Forum is a place where product owners (entry-level to professional) and the general public may engage in discussions covering our range of EDIUS and ADVC product lines. While some sections of the forum are publicly viewable without registration, you must register to access the entire list of sections and to participate.

While technical questions are permitted and encouraged, the forum is not an official means of obtaining Technical Support. If you require direct assistance, please use the links provided to contact Grass Valley Desktop Technical Support, either by telephone or via the Web-mail Form.

7. My GV Desktop User Account User Name and Password do not work when I try to log in to the Grass Valley Desktop Solutions Forum... What's wrong?
You must register to become a forum member to fully participate in the Grass Valley Desktop Solutions Forum. The forum is managed separately from GV Desktop User Accounts – you must go through a separate registration process to participate.