How to Collect Useful Diagnostic Information for Support Tickets

Submitting complete and accurate diagnostic information helps our support team resolve issues faster and minimizes system downtime. Before opening a support ticket, please gather and include the information outlined below whenever possible.
1️⃣ System Information (Always Include)

Please include the following baseline details in every ticket:

• Customer / Site Name

• System Type

  • CCTV / VMS

  • Access Control

  • Alarm / Integrated System

• Manufacturer & Platform

  • Example: exacqVision, Valerus, ViconNet, DW Spectrum, Keyscan, etc.

• Software / Firmware Versions

  • VMS version

  • Camera firmware (if applicable)

  • Controller firmware (access control)

• Server or Recorder Model

  • Physical server, NVR, VM, or appliance

• Operating System

  • Windows version and build (if applicable)

2️⃣ Clear Description of the Issue

A good problem description saves significant troubleshooting time.

Please include:

• What is happening

• What should be happening

• When the issue started

• Whether the issue is constant or intermittent

• Any recent changes

  • Updates

  • Network changes

  • Power outages

  • Hardware replacements

✅ Example:
“Camera 12 shows live video but playback stops at 2:14 PM daily. Issue started after a firmware update on 1/22.”

3️⃣ Exact Time & Date of the Issue

Timestamps are critical for log analysis.

Include:

• Exact date

• Approximate time

• Time zone (if applicable)

If multiple events occurred, list each timestamp separately.

4️⃣ Screenshots or Photos (Highly Recommended)

Please attach screenshots or photos showing:

• Error messages

• Blank or frozen video

• Access denied messages

• System status pages

• Camera or controller offline indicators

? Tip:
Include the entire application window, not just the error message, whenever possible.

5️⃣ Logs & Diagnostic Files (If Available)

If you know how to access logs, attach them to the ticket:

• VMS system logs

• Server event logs

• Controller or panel logs

• Exported diagnostics or support bundles

If you are unsure where to find logs, submit the ticket anyway and note that assistance is needed.

6️⃣ Network Information (For Camera & Access Issues)

When the issue involves cameras, recorders, or controllers, include:

• IP address of the device

• PoE switch model

• Whether the device responds to ping

• Any recent network changes

• VLAN or subnet (if known)

7️⃣ Scope of Impact

Let us know how widespread the issue is:

• Single camera or door

• Multiple devices

• Entire system

• Multiple locations

This helps us prioritize severity and response.

8️⃣ Troubleshooting Already Attempted

Please list any steps already taken, such as:

• Rebooting equipment

• Power cycling PoE ports

• Restarting services

• Applying updates

• Swapping cables or ports

This prevents duplicate effort and speeds resolution.

9️⃣ Urgency & Business Impact

If the issue affects:

• Life safety

• Security operations

• Compliance requirements

• Critical business functions

Please note this clearly in the ticket.

✅ Why This Matters

Providing complete diagnostic information:

• Reduces resolution time

• Minimizes site visits

• Prevents repeat questions

• Improves overall system reliability

Incomplete tickets may require follow-up before troubleshooting can begin.