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BVMS Operator Client: live view or playback display issues - Ticket Requirements

BVMS Operator Client: live view or playback display issues - Ticket Requirements

Note

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.

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:
BVMS Operator Client

Overview:

This article describes the initial steps one can take for troubleshooting BVMS display issues (during live view or playback). It also summarizes what initial information and logs are needed for support in order to start the issue investigation.

General Information

Symptom specific Information

Problem Description

  • Is the issue dependent on camera type/ FW?
  • Are all the devices in the system affected?
  • Is the issue existent for all BVMS Operator Clients in the system?
  • Is the issue existent for hardware decoders, for camera Web Interface or other display Clients?
  • Is the recording, the playback or are both affected?


Logging Information

  • BVMS ConfigCollector logs keeping the following conditions:
    • From the machine that shows the issue
  • VSDK logging – please follow the steps from the article:
  • VRM logs (in case VRM runs on the same machine like the BVMS MS, then BVMS ConfigCollector logs from the server) only for the cases playback display issues.
  • Movie showing the display artefacts can be helpful



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