PTZOptics Knowledge Base

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?

  • Network Topology 

    • 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.