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Important Notice:

Many of our older products are not supported on the latest macOS 10.15 Catalina. Please do not update to this version until we have listed support for this OS on the product's download page. We are working hard to provide support for as many products as possible. If you have already updated and now you have found that your product does not work, we recommend that you downgrade your OS to the previous version. Click here for instructions.

Problems? What now?

Primera Technology Knowledgebase

Should you have a problem or a defect during the operation of your device, please read first the chapter "Troubleshooting" in the manual. If this doesn't help to resolve the error, you can either contact our technical support during our business hours via phone +49 611 927770 or Live Chat or fill out the support form. Please enter your bug report or the conditions under which the error occurs, as accurately as possible.

Please be aware that you have to be registered with your product first!

How to register?

If you register your device within the first 6 months after purchasing, you will receive a 12 months warranty extension free of charge.

Please take 2-3 minutes of your time to register your product.

Registration form


What is required for registration?

  • Your name
  • Your address
  • A valid e-mail address
  • The name and Serial number
    of your Primera device
  • A copy of your receipt
    (including the date of purchase and
    name of the dealer)

Registration - Support - RMA

RMA form

Contact Technical Support:

Let our Tech Support fix the problem for you! Download the Remote Support Client for Mac or PC. Then call Tech Support at +49 611 927770.

Following information will be needed:

  • Serial number of your device
  • Product name
  • Detailed error description (please find more information on our service sheet)

RMA Return Merchandise Authorisation
If the problem cannot be solved over the phone or by email in a reasonable amount of time, or if your product has a hardware problem, please request an RMA number from our support team. With this number you can send your product to us for inspection/repair.
Note: If possible, please send us your product in its original box and packaging, in order to prevent possible damage during the shipping and handling process. REPACKING INSTRUCTIONS

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