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
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:
Symptom specific Information
How to retrieve the Hardware ID for BVMS and check the Software Maintenance Agreement (SMA) status?
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.
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?
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?
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.
Make sure that logging is implemented in the script and that logging is activated in the configuration.
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