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.
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.
- SMA validity
- BVMS stand alone or appliance
- Detailed problem description
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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During BVMS system tests there were documented cases of display issues related with out of date Graphic card divers.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.
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?
- 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)
- 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
