Questions & Answers

Categories

Warranty

Product

Installation

Delivery

Exchange

Frequently Asked Questions

Where can I find the serial number on my device?

The serial number is located on the back of the unit. In the following picture, the serial number is marked in red for each product.

All serial numbers are structured according to the same principle. Example: SN:CH:X-X:XXXX or SN:X-X:XXXX

Where can I find the Windows license code?

The code for the Windows license can be found on the bottom of your device. How to activate the code is shown in this video.

How many monitors can I connect to my PrimeMini?

You can connect up to 4 monitors to your device depending on the cabling and use of adapters. The PrimeMini 4 has 2 HDMI 2.0 ports, each of which can be connected to a 4K resolution screen at 60Hz. With our optional USB to 2x HDMI adapter two more monitors can be connected. With four screens connected, all screens run with a maximum resolution in Full HD.

In this video we show how easy it is to connect several monitors to a PrimeMini.

What room temperature guarantees a reliable operation of my PC or server?

Our Mini-PCs and servers run reliably at a room temperature of 0-40 degrees Celsius. An operation above or below this value is also possible, but we cannot give any guarantee. Temperature fluctuations between minus and plus degrees should be avoided, as otherwise condensation water can accumulate in the devices and damage them.

How long is the delivery time?

Within Switzerland: Delivery within 4 working days by post. If you need your product urgently, you can choose express delivery when ordering. Your device will reach you by post within 2 working days. Outside Switzerland: Delivery takes place within 1 to 10 working days, depending on the destination. For express deliveries, the delivery time is 1 to 10 working days, the delivery arrives at your premises by 12.00 noon on the delivery day.

Warranty

How long does Prime Computer AG provide a warranty on its products and what does the warranty cover?

You will receive a 60-month bring-in warranty on all of Prime Computer’s products. The warranty covers all defects to electronic components, providing that these defects were not brought about by improper use. Our products are manufactured with the utmost care and with highest quality components. In the event of a warranty claim, all efforts will be made to minimise your inconvenience. We will repair or replace your device within 5 business days at the most.

What do I do if there is a problem with my device?

Please call us or fill out this support form. We will try to fix the problem as soon as possible. Our office hours are Monday to Friday 08:00-12:00 and 13:00-17:30. 41 71 511 10 50, e-mail: contact@primecomputer.ch

Product

Where can I find the serial number on my device?

The serial number is located on the back of the unit. In the following picture, the serial number is marked in red for each product.

All serial numbers are structured according to the same principle. Example: SN:CH:X-X:XXXX or SN:X-X:XXXX

Where can I find the Windows license code?

The code for the Windows license can be found on the bottom of your device. How to activate the code is shown in this video.

Can I run my computer or server 24/7?

All Prime Computer products are designed for 24/7/365 operation. However, the operating system should be restarted every now and then.

I have more than 4 USB devices. What can I do?

You can buy a USB hub in free trade. This allows you to connect several devices at the same time. We recommend an active USB 3.0 hub with an additional power supply. Mouse and keyboard should still be connected directly to the device.

The surface of my device is heating up. Is that normal?

The components in a computer generate heat. In a PrimeMini, this heat is dissipated via the housing. Everything is fine if your device is warm. Our devices can reach a surface temperature of up to 60 degrees Celsius. If your device gets hotter, please contact our support.

What room temperature guarantees a reliable operation of my PC or server?

Our Mini-PCs and servers run reliably at a room temperature of 0-40 degrees Celsius. An operation above or below this value is also possible, but we cannot give any guarantee. Temperature fluctuations between minus and plus degrees should be avoided, as otherwise condensation water can accumulate in the devices and damage them.

Can I add a Support or Care Pack to my computer or server order?

You can add different Support Packs to the PrimeMini 4, PrimeServer and PrimeServer Pro ordering process. We work together with ITRIS and Technogroup from Switzerland, which offer different SLA’s and runtimes. As soon as you have placed your desired product in the shopping cart, a window will open where you can select the Support or Care Pack.

The services refer exclusively to the components installed by Prime Computer.

Is Bitlocker enabled in my computer's default settings?

No, Bitlocker is not activated by default.

How can I install or update the BIOS?

Instructions BIOS-Update

The BIOS Update allows you to update the system BIOS during boot and before loading the operating system. All BIOS update files for Prime Computer products are available at Support & Downloads.

1. Download the recovery BIOS file (.bio)
2. Copy the .bio file to a USB device
3. Connect the USB device to a USB port on the target computer
4. Shut down the target computer
5. When booting, when the F7 prompt appears, press the F7 key to enter the BIOS flash update tool
6. Select the USB device and press Enter (called “Cruzer” in the BIOS Flash Update)

7. Select the .bio file and press Enter

8. Confirm that you want to update the BIOS by pressing Enter
9. The update takes about 2-5 minutes

10. Remove the USB device
11. Restart the computer

After the BIOS update we recommend the following steps:

1. Press F2 during the boot process to start the BIOS setup
2. Press F9 to set the BIOS default values
3. Adjust the BIOS settings if necessary (optional)
4. Press F10 to save and exit BIOS setup

Installation

How many monitors can I connect to my PrimeMini?

You can connect up to 4 monitors to your device depending on the cabling and use of adapters. The PrimeMini 4 has 2 HDMI 2.0 ports, each of which can be connected to a 4K resolution screen at 60Hz. With our optional USB to 2x HDMI adapter two more monitors can be connected. With four screens connected, all screens run with a maximum resolution in Full HD.

In this video we show how easy it is to connect several monitors to a PrimeMini.

Can I mount the PrimeMini on a wall or monitor?

There is a VESA mount that can be ordered during the ordering process. This bracket can be used to mount the PrimeMini to a wall or monitor.

In this video we show you how to mount the Vesa mount.

Can I operate the PC or server in a closed object, such as a cabinet or a sideboard?

You can install our Mini-PC in a cabinet or another closed object. Since the heat of the processor reaches the circulating air via the housing, the minimum distance around the device should be approx. 2 cm. Please make sure that you do not place the device directly next to a heat-sensitive object, as this could be damaged by the heat of the PC case.

Are Windows operating system issues supported by your support?

Yes, but only if there are driver problems, i.e. the connection of the operating system to the Prime Computer hardware and if these driver problems do not concern software or hardware from third-party manufacturers. Simply contact our support. We will take care of your request.

Are Linux operating system issues supported by your support?

Yes, but only if there are driver problems, i.e. the connection of the operating system to the Prime Computer hardware and if these driver problems do not concern software or hardware from third-party manufacturers. Simply contact our support. We will take care of your request.

Where can I find the Windows drivers?

The drivers for all products can be found on our website at Support & Downloads.

Delivery

Are shipping costs charged or is shipping free of charge?

Standard shipping within Switzerland is free of charge. Express deliveries incur shipping costs of CHF 30, which are charged to the customer. Outside Switzerland: Standard shipping to the Principality of Liechtenstein, Germany and Austria is free of charge. The shipping costs for all other destinations are automatically calculated and displayed during the order process.

How long is the delivery time?

Within Switzerland: Delivery within 4 working days by post. If you need your product urgently, you can choose express delivery when ordering. Your device will reach you by post within 2 working days. Outside Switzerland: Delivery takes place within 1 to 10 working days, depending on the destination. For express deliveries, the delivery time is 1 to 10 working days, the delivery arrives at your premises by 12.00 noon on the delivery day.

Who pays the shipping costs if I have to return my device to you for certain reasons?

If you have to return your device to us, you will receive a return label from us (only for shipments within Switzerland). Returns from the Principality of Liechtenstein, Germany and Austria will be organised by a courier. You do not have to pay the shipping or courier costs.

Exchange

Can I exchange the device?

You can exchange your device within 30 days if you are not satisfied with it. If you need a different configuration, the parts can be replaced. Please call us at +41 71 511 10 50 or send an e-mail to contact@primecomputer.ch. Our office hours are from Monday to Friday 08:00-12:00 and 13:00-17:30.

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