Tech Support

Important News

Changes to AP Prime Cuts

In early 2018, The Associated Press in America changed the way it delivered audio to subscribing newsrooms. It retired Prime Server and the Prime Cuts website. Burli is fully compatible with the AP’s replacement formats and feeds which are active and usable now. If you’re a Prime Cuts customer and still need a hand with anything related to the conversion (which is quick and easy), contact our support desk or log in to our support website for full how-to details.

Reboot issues on Windows 7 | March 2018

Microsoft issued a security patch for Windows 7 (Windows 8.1 and 10 were not affected) on Tuesday March 13th that caused Windows 7 to spontaneously reboot while launching Burli (and some other software) on a small number of PCs. Rolling back that Windows Update on that PC solved the issue. Subsequent updates do not seem to have the same issues. Applying subsequent updates released later in 2018 seem to fix the issue which has not been reported again recently.

Tech Support Options

If you are a customer in an active support contract with Burli, click on one of the options below.

Contact a Support Technician

Technical Support

Telephone: +1.604.684.3140

General technical support is available by phone or email from our North American office during normal office hours (08:30 to 16:30 Pacific Time). 24-hour emergency telephone support is always available at the same number.

Login to our Support Website

Support Website

Our Technical Support Website includes downloads, documentation, bulletins, tips, drivers, utilities and much more. It’s an essential resource for customers looking for detailed answers.

Choose your Burli product below:


Login credentials are needed – contact us if you have lost your credentials!

Your user name and password for the new Burli Newsroom support site are the same as the legacy site!

The Burli NE Support Site is up and has some resources, but is not complete yet.  Please see Contact a Support Technician (above) if you can’t find what you’re looking for.

Install our Remote Access Tool

Remote Support

Burli uses TeamViewer to remotely support our customers’ needs.  Download our QuickSupport Tool (v11) to let our technicians work on your Burli workstation.

Customers outside North America should contact their local support office.

If you are not currently in a support contract, please contact us.