Helpful Information to Collect for a Quick Support Call
Matthew Davis
started a topic
about 2 years ago
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.
Camera
Camera model
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
Matthew Davis
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.
Camera
Camera model
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
http://<camera ip>/cgi-bin/param.cgi?get_serial_number
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
Resolution
Bitrate
Frame Rate
iFrame Interval
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
Network equipment manufacturer
Network Configuration
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…
Software Version
If there is software being used what version is being used?
Operating System and Update Revision
PC
Mac
Linux
Other...
Each little bit helps us to better assist you so just collect what you can and our support team will undoubtedly appreciate it.