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 SDK, BVMS
Overview:
Analyzing BVMS systems with SDK components is a challenging task, because the functionality and the runtime behavior of those systems are harder to determine than for a BVMS systems without SDK functionality.
In order to troubleshoot BVMS systems with SDK components support needs the following information and logging.
Please prove the following information to support:
Problem Description
- SMA validity
- BVMS stand alone or appliance
- Detailed description of the expected behavior of the SDK functionality.
- Detailed description of the actual behavior of the SDK functionality.
SDK Components
- What type is the standalone SDK application (based on ClientSDK, ServerSDK, or CameoSDK) and on which machine is it running?
- Are there additionally client scripts, server scripts or workstation startup scripts?
SDK Interactions
- Do SDK components interact with remote Operator Clients?
- Do SDK components interact with the Operator Client UI?
- Do SDK components control devices?
- How often are client scripts triggered?
- How often are scripts triggered by BVMS event?
Environment
- Which shared resources are accessed by SDK actions? (Dome cameras, AMG, Operator Client UI)
- Do SDK components interact with an unreliable environment? (Unstable network, offline devices, offline PCs, etc.)
- Do SDK components properly handle offline situations? (offline devices, configuration changes, etc.)
Please provide the Scriplet and/or Log files
The optimal approach is to provide both the scriplet and logging.
- ClientScript logfiles: can be found in the ConfigCollection of Operator Client machines.
- ServerScript logfiles: can be found in the ConfigColletion of Management Server machines.
