What do you need to know before opening a support case for third-party devices managed by Bosch software (BVMS)?
This article is applicable for all the requests related to third party products integrated in Bosch Video Management System Software over ONVIF.

Since 3^rd party devices may be configured either via BVMS or Configuration Manager, the Central Support Team needs to identify what you are using and what the scenario is.
Therefore, before requesting support from the Central Technical Support Team (CTS), please always ensure and consider the following:

Step-by-step guide

1.Device and software identification

If you are using BVMS, first the involved 3^rd party devices and BVMS version need to be identified, in order to move forward with the troubleshooting steps.

The following details will have to be gathered:

The complete BVMS version incl. built (example: BVMS 10.0.1.895)
Where is BVMS running, stand-alone or on a DIP unit
The DIP unit on which BVMS is running (model/version)
Where is the VSG running (provide server details) and what version is of VSG is used
Is the VSG on a virtual machine or not
3^rd party devices manufacturer
Number of 3^rd party devices
All the product/ model/ commercial type numbers of your devices
Camera firmware version used
If available an Onvif Declaration of Conformity (DOC)

2. Compatibility and conformity

Check whether the 3^rd party cameras are supported in BVMS. Please follow the steps from the article - How to check if a 3rd party camera is supported in BVMS? (link to article - How to check if a 3rd party camera is supported in BVMS?)

your 3^rd party devices are whitelisted for BVMS or ONVIF Profile S conformant for BVMS 10.0 and above
your 3^rd party devices are whitelisted for BVMS and ONVIF Profile S conformant for BVMS 9.0 and below

3. Describe the issue and provide the following logging

in case of Live Only ONVIF cameras in BVMS, please check for concrete steps and log collection instructions from the following article: Troubleshoot issues with Live Only ONVIF Cameras in BVMS
in case the ONVIF cameras are added in under a VRM in the Device Tree please check for concrete steps and log collection instructions from the following article: ONVIF cameras in BVMS: live and playback issues - Ticket Requirements

⚠️ Important:

Before asking for assistance from the Central Technical Support Team, please make sure that you have checked, and you have collected the following:

3^rd party devices are supported in BVMS
Prepare the full description of the system. This is an important information which must be provided to the CTS
Collect all the BVMS configuration collection
- Here are some useful articles which can help you with:

Note:

If you are using devices that are not ONVIF Profile S, no support can be provided.

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