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General North America +1 800 461 3344
Outside North America +1 514 374 6335

Welcome to Electroline! Customer Support

Customer Support

Technical support via telephone is available to Electroline customers free of charge. Call us at (800) 461-3344 (North America) or
(514) 374-6335, and ask for technical support.

For technical support via e-mail, contact us at support@electroline.com

Electroline also provides on-site technical assistance at your location of choice. This can be for:
  • Electroline product training
  • Billing system interface
  • Addressable system installation
  • Initial addressable system turn-on
  • System troubleshooting

Availability

Electroline requires a written request for on-site technical assistance. Once a request is processed, Electroline's technical support group will schedule a mutually convenient date with the customer.

Warranty
Procedure for Returns or Repairs | Procedure for Returns or Repairs (USA)
Control Unit IV Firmware Upgrade
DHT Transponder USB Device Driver
Electroline Management Information Base Objects (MIBs)
Test Point Selector (TPS) Control Software

Control Unit IV Firmware Upgrade

To upgrade your Control Unit IV firmware to the latest version, you will have to download the firmware and checksum files indicated below. If you do not have the EAS Control Unit IV Upgrade software, you will have to download that as well. Normally, a firmware upgrade is only required if it has been recommended by Electroline's technical support staff.

Warning:
The Control Unit's current setup will be overwritten with default values as soon as the upgrade process begins. It is therefore important to note the unit's parameters before upgrading the firmware.
Firmware and checksum files (158 KB). The current version is 5.30.
EAS Control Unit IV Upgrade software (3,877 KB).
Control Unit Upgrade Instructions (76 KB). Refer to these instructions to upgrade your firmware. However, please note that instead of using a CD-ROM, you should unzip the EAS Control Unit IV Upgrade file into a temporary directory and run SETUP.EXE.

DHT Transponder USB Device Driver

Before connecting your PC to the HMS Transponder with Embedded DOCSIS Modem (DHT) USB port, you will need to download the appropriate USB drivers and install them on your Windows PC. Instructions for driver installation are included in the download package in a .txt file.

Note:
There are two drivers available - one for PCs running Windows 98 and one for PCs running Windows versions . Make sure that you download the right one for your operating system.
DHT USB driver for Windows 98, version 1.0 (12 KB). Click on the hyperlink to the left to download the "usb_98.zip" file and extract (unzip) the files to a directory on your PC. Then, install the driver on your PC, following the instructions contained in the enclosed "readme_98.txt" file..
DHT USB driver for Windows, Version 3.0 (13 KB) . Applies to PCs running Windows 2000, XP, Vista, Win7, and Win 8.x. Click on the hyperlink to the left to download the "351-0220-302.zip " file and extract (unzip) the files to a directory on your PC. Then, install the driver on your PC, following the instructions contained in the enclosed "917-0046 REV. E.TXT " file.

Electroline Management Information Base Objects (MIBs)

In order to obtain Electroline Management Information Base objects (MIBs), please contact Technical Support at (514) 374-6335.

Test Point Selector (TPS) Control Software

Test Point Selector (TPS) Control Software is a Windows-based application designed to run on a PC. It provides commands for installing and configuring TPS units, managing the structure of the ingress monitoring network, and automating the TPS input selection. This software is designed to work in conjunction with Electroline's TPS, the Electroline Addressable System Control Unit, and other third-party products. When combined with these other products, the TPS Control software provides an integrated solution for locating ingress in a CATV network.

Test Point Selector (TPS) Control Software is offered free of charge and can be downloaded, along with its corresponding manual, the Test Point Selector Control Software User Guide, by clicking on the link below. Printed copies of the manual are available for a nominal charge.

Note:
This software is made available free of charge as a service to our customers. It is provided "as-is" without warranty and is not a supported software product.
TPS Control Software and User Guide (4750 KB).
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