Tech Support

Important Tech News

Windows 11, October 2021

Windows 11 is beginning to appear on computers around the world. We do NOT yet recommend using Windows 11 in production with any of Burli’s products. Testing with preview versions of Windows 11 suggests Burli is generally compatible with only minor issues known, but we cannot yet guarantee that Burli will be stable for live production on Windows 11.

Importantly, while Burli itself seems stable under Windows 11, it is unlikely that all critical 3rd-party drivers will behave as expected. These include drivers for professional media devices (internal and USB sound cards, AoPI systems), GPIO equipment, and other broadcast hardware. Past experience suggests can take up to a year before typical broadcast environments are fully compatible and stable on a major new Windows version.

Windows 10 Security Update, March 2020

Slow Burli

Users began reporting that Burli instances on Windows 10 became unexpectedly ‘slow’ or ‘sluggish’ in mid-March 2020, even though no known changes to Burli itself or the network had occurred. Basic diagnostics on the local PC, network, and server(s), show no significant issues. The cause appears to be an emergency patch (CVE-2020-0796) that Microsoft released on March 12, 2020 to address a critical vulnerability in their networking protocol SMB on Windows 10 (and a few instances of Window Server 2019). Burli makes constant use of SMB as it shares data across a network.

Solution

The immediate solution (pending a further update being issued by Microsoft) is to make an exception for the local copy of Burli.exe in Windows Defender on each affected workstation.

In domain environments this normally has to be applied by a user with elevated security permissions, often the IT department. In non-AD environments, a local Administrator of the PC can apply the change. In a default installation, Burli runs from C:\Burli\Burli.exe, though this varies widely and should be confirmed for each workstation.

Once the Windows Defender exception is applied, restart Burli on each workstation and the effect is normally immediate. If there is a copy of Burli.exe running on the Burli file server itself, remember to apply the exception there as well.

Microsoft’s detailed information about the security issue is maintained here: https://portal.msrc.microsoft.com/en-us/security-guidance/advisory/CVE-2020-0796#ID0EGB

Windows 7, Server 2008R2 End-of-Life

Microsoft stopped all support for Windows 7 and Windows 2008R2 in January 2020. If you’re still using either we strongly recommend upgrading to something newer. Burli works well with all recent versions of Windows 10.

Burli ended its official support for Windows 7 and Server 2008R2 at the same time that Microsoft did. We can no longer guarantee that updates to Burli products will run reliably (or at all) on Windows 7/2008R2.

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

Email: support@burli.com
Telephone: +1.604.684.3140

General technical support is available by phone or email from our North American office during regular business 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:

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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 support.burli.com 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.