What do you need to know before opening a support case for third-party devices managed by Bosch software (BVMS)?
This article is applicable for all the requests related to third party products integrated in Bosch Video Management System Software over ONVIF.
Since 3rd party devices may be configured either via BVMS or Configuration Manager, the Central Support Team needs to identify what you are using and what the scenario is.
Therefore, before requesting support from the Central Technical Support Team (CTS), please always ensure and consider the following:
1.Device and software identification
If you are using BVMS, first the involved 3rd party devices and BVMS version need to be identified, in order to move forward with the troubleshooting steps.
The following details will have to be gathered:
2. Compatibility and conformity
Check whether the 3rd party cameras are supported in BVMS. Please follow the steps from the article - How to check if a 3rd party camera is supported in BVMS? (link to article - How to check if a 3rd party camera is supported in BVMS?)
3. Describe the issue and provide the following logging
Before asking for assistance from the Central Technical Support Team, please make sure that you have checked, and you have collected the following:
If you are using devices that are not ONVIF Profile S, no support can be provided.