Support

Important Notice

Many of our older products are not supported on the latest macOS version (15.3.1 Sequoia). 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?

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 e-mail support@dtm-support.eu or fill out the support form.

Please enter your bug report or the conditions under which the error occurs, as accurately as possible.

Primera Technology Knowledgebase

Click here to to get your question answered

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

How to register?	What is required for registration?	Contact Technical Support
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. Product 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-medical.pdf	via: Support-Form via Email: support@dtm-print.eu per Remote Support (Team Viewer) - by prior appointment Download the Remote Support Client for Mac or PC. Then make an appointment for a Team Viewer session by email (support@dtm-print.eu). Download Teamviewer Following information will be needed: Serial number of your device Product name Detailed error description (please find more information on our service sheet)

How to register?

What is required for registration?

Contact Technical Support

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.

Product 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-medical.pdf

via: Support-Form
via Email: support@dtm-print.eu
per Remote Support (Team Viewer) - by prior appointment

Download the Remote Support Client for Mac or PC. Then make an appointment for a Team Viewer session by email (support@dtm-print.eu).

Download Teamviewer Following information will be needed:

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

Return Merchandise Authorisation (RMA)

If the problem cannot be solved 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.

Packing Instructions