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In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.


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How-To

Check the boxes for which information is requested for the current issue. export the page as a PDF-file by clicking on the three dots on the top right of the page. This document can then be forwarded to the customer



Related Products:
Video SDK

Overview:

Analyzing issues with Video SDK based application is a challenging task. One needs to determine if the issue is based on wrong implementation of the Video SDK functionality, wrong programming practices, functionality and runtime behavior of the system with SDK functionality or Video SDK issues.
In order to start troubleshoot Video SDK application support needs the following initial information and logging.

Please prove the following information to support:


Symptom specific Information

Problem Description

  •  

    VideoSDK version

  •  

    VideoSDK issue description

  • What is the expected behavior?
  • What is the issue?


Environment

  •  Which shared resources are accessed by SDK actions? (Dome cameras, decoders, etc.)
  •  Do SDK components interact with an unreliable environment? (Unstable network, offline devices, offline PCs,  etc.)
  •  Do SDK components properly handle offline situations? (offline devices, configuration changes, etc.) 


Logging Information

The optimal approach is to provide both source code and logging for the problematic Video SDK application.

  •  Try to reproduce the issue with one of the  Video SDK samples (Advanced C# Sample, Complete C# Sample, Simple C# Sample) and provide the result from the test.
  •  Source Code

                    Provide a little sample application that illustrates the Video SDK issue and list the reproduction steps.

  •  Logfiles

                   Enable VideoSDK backdoor logging, reproduce the issue (note the date and time) and provide the Video SDK logs.