When calling in to support for an issue related to a PTZOptics camera that just downright does not make sense please make an effort to collect as much of the following information before contacting support so that our team can help you solve the issue as quickly as possible.
If not an NDI model has it had an NDI license applied?
Camera serial number
Available on the camera body / base
With recent models it is available using the following URL replacing <camera ip> with your cameras IP
Note this serial number will not be accurate if your camera did not ship with NDI or as NDI ready
Cameras current “software” and “webware” versions from the PTZOptics camera(s) “Information” page on the WebUI
Cameras current IP address
Cameras current multicast address
Cameras current multicast state (on / off)
Camera current Stream 1 Settings
CBR / VBR
Ports and addresses
Current HTTP port (Default = 80)
Current RTSP port (Default = 554)
Current VISCA ID via WebUI (Default = 1 if available)
Current RTSP AUTH state (Default = Off)
Network equipment manufacturer
Is there a Router?
Is there a DHCP Server?
Are multiple subnets being used?
Are VLANs being used?
How many switches, is there a router, how are they connected, any crossover cables in the mix, etc…
If there is software being used what version is being used?
Operating System and Update Revision
Each little bit helps us to better assist you so just collect what you can and our support team will undoubtedly appreciate it.