Knowledge Base (KB) The PBS Technical Support KB is a store of information on important topics that is available to draw on. Hundreds of articles will be here for you to discover. You can search the KB for all kinds of useful information about the NRT system. You can search by key word, browse the categories, and see the top five searches.
Welcome to THE PBS NEW NRT TECHNICAL SUPPORT SITE
Tech WIki The Tech Wiki allows users to contribute to information on issues in PBS Technical Support. As content creators for the Wiki, users can collaborate and share information readily with one another to help drive support solutions. Here, users can create or contribute to a Wiki article, get updates on any Wiki topic and comment on articles . This Wiki will be searchable so that users can readily discover information they want to find.
So many ways to get help right away Email, live chat, logging a trouble ticket, reading the blog, searching the knowledge base and more
TECH TALK Finally, you can see TechTalk in the top menu. In our TechTalk blog, you can read all about the “hot” topics in Support. Read posts by people closest to technology -- PBS support staff, engineers, and other technology experts who talk readily to key system issues, the technology being leveraged in PBS systems or the latest technology being leveraged in the Broadcast industry as a whole. You can search current and past conversations and also comment certain topics. When you find your problem, reading other stations comments might help you in your search.
It is very easy to get help when you need it! There are many ways to get the answers to your questions on this website. You can reach the Help Desk at 1-866-CallPBS
Three ways to find this site!
1
From Connect
One-click access from both the Engineer Compute and Program Schedule pages.
2
Your Desktop Icon
Simply click on Support icon and you can readily get help now or get answers to your questions.
3
Online
Type in the Web address (http://… link) into a Web browser window.
On the Home Page find
News and status with the Latest News and a map of the United States.
The menu at the top of the page has 8 tabs: News and Status, Docs and Downloads, Tutorials, Report Trouble, FAQ’s, Knowledge Base, Tech Wiki and TechTalk.
NEED HELP NOW?
WAYS TO GET HELP
TOP ISSUES AND SOLUTIONS
Tutorials Here you can find how-to’s on key NRT topics so you can understand the system and do your job even better. If you need help defining or understanding any terms, search in the glossary to find out more.
This is where you can go to start a Live Chat with PBS Support Staff when chat is available.
Chat with us Online, Create a Trouble Ticket or Email us.
Here are hot topics in Support and system updates. The contact number for Emergency Support is also found here.
You can start a Live Chat Mon to Fri – from 11 am to 6 pm ET. (PBS holidays are excluded) and get real-time help. Click on “Need Help Now?” when Live Chat is available. You will see a pop-up box. Simply fill out your email address and station call letters and describe the issue you are having in the text box below. A technician will be online and ready to assist you. The content menu on this site will help guide you through any support issue you have.
News and Status Page First, on the News and Status Page you can see the latest news from PBS Technology Teams and learn about the rollout.
REPORT TROUBLE In Report Trouble, you can get help by logging a new trouble ticket or checking the status of a current ticket.
The PBS station map to the right shows which stations are online and offline. Green dots indicate a station is online while red shows stations that are offline. When rolling over an individual station, a text box shows details about that system’s operation.
Log a new trouble ticket with one click. A window automatically appears so you can fill in your name and station call letters and email address. Simply describe the issue you are having in the description box, choose your system from the drop down menu and hit the send button! You can check the status of a current ticket by simply clicking on “Check Status” under Report Trouble.
Docs and Download The Docs and Download section is a great place to find: • Technical specifications and User Manuals. • Hardware and software documentation and more. In Reference Materials, you can choose from a topics ranging from Security to Setup and Installation to file formats. In Documents you can find user manuals and much more.
FAQ The FAQ’s section has tons of information in which any station staff member can easily search for answers to commonly asked questions like: • What is the SSP? • How much rack space and power do I need to operate the NRT system? • How do I know when the FTS is working?