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
- SMA validity
- BVMS stand alone or appliance
- Detailed problem description
Check and eventually update the version of your Graphic Card driver.
During BVMS system tests there were documented cases of display issues related with out of date Graphic card divers.
It is important that the Graphic Card driver of the client is up to date. Find the supported version of the Graphic Card driver in the corresponding to your BVMS version Release Notes (https://downloadstore.boschsecurity.com), in the section Hardware drivers.
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:
- How to collect Video SDK log files
- Note in case of DIVAR network/hybrid cameras issues, there is no need to collect VSDK logging
- 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.
- for VRM version 3.82 and onwards
- use VRM Monitor. The following articles will help you out:
- Screenshot of the Dashboard of the VRM
- for VRM version till 3.81 - contact support to receive BVIP Log collector tool and use it to collect VRM logs
- Movie showing the display artefacts can be helpful
͏ ͏ Stay up to date |
Get in touch |
You are on |
---|---|---|
Bosch Building Technologies
|
͏ ͏ Corporate information |
Legal Notice |
Data Protection Notice |
California Privacy |
CCPA-and-Canadian-Privacy-Disclosure |
Terms of use |