No. Audinate Support does not provide onsite support. Our team helps remotely with Dante software, licensing and Dante-related troubleshooting. Issues with a specific device's hardware or with your network's configuration need to go to the device manufacturer or a qualified network engineer.
What we can help with remotely
We can help with:
- Dante Controller, Dante Director and Dante Domain Manager setup and use
- Dante Virtual Soundcard, Dante Via and Dante Studio
- Licensing, activation and account questions
- Routing, clocking and subscription issues within Dante
- Reviewing logs, screenshots and configuration exports to identify the cause of a problem
Hardware issues: contact the manufacturer
Audinate makes the Dante technology, not the finished products that use it. If a Dante-enabled device is faulty, won't power on, has damaged ports or needs a repair or replacement, contact the manufacturer of that device. They are responsible for their product's hardware, warranty and firmware updates.
Network configuration: contact a network engineer
We can advise on Dante's network requirements, but we can't configure your switches, VLANs, QoS, IGMP snooping, multicast or firewalls. For changes to your network, please work with your IT team or a qualified network engineer.
How to get remote help
Submit a request through the help centre. To help us resolve it quickly, include:
- The Dante products and versions you're using
- The make and model of the affected devices
- A description of the issue and when it started
- Screenshots, logs or configuration exports where available