When encountering issues with our VORTEX system, either Cloud portal or VORTEX cameras, providing detailed information is crucial for quick and effective support. Please include the following details in your report:
General Information
These are basic yet crucial details required to understand and begin addressing a system issue. This information lays the groundwork for effective diagnosis and troubleshooting. To gather this information, please ask yourself the following questions:
WHERE?
Specify whether you used the VORTEX portal, VORTEX app, or reseller portal. Include the version number. For VORTEX app users, mention your cellphone's model and OS version (e.g., iPhone14 with OS version x.x.x).
| VORTEX Portal | |
| VORTEX Application |
WHAT and HOW?
Clearly describe the issue. Provide specific examples or steps to reproduce the problem.
| Description Examples | |
| Vague or Too Simple | Ideal Description |
| "Playback function didn't work!" | "When trying to play video, it kept connecting for 5 mins and then the view cell turned black." |
| "Installed cameras, but they could not connect." | "I follow the steps mentioned in the installation guide, but after adding the device to my account it connected for a bit but then it appear disconnected" |
WHEN?
When did the issue first occur? Specify dates and times, and mention if it only happens at specific times or on specific devices.
| Description Examples | |
| Vague or Too Simple | Ideal Description |
| "The camera disconnected once last month!" | "I was visualizing the videos on November X, XXXX around 13:00 and noticed that the camera disconnected for around 5 minutes" |
| "I cannot find my videos archived recently" | "I archives videos of my FD837-HT on December X in the morning, but after a couple of hours they disappeared" |
ANY ERRORS?
If any error messages appeared, report them. Attach screenshots or video clips of the problem.
Situational information
This section focuses on the information that varies depending on the specific problem or situation you encounter. We will detail the most common scenarios you might face when using the VORTEX system, providing guidance on what information to gather in each case.
1. Camera and video issues
Situation 1. Cannot add camera, settings not being applied or image issues.
→ Provide the camera model.
[VORTEX Portal] Where can I verify the model name of my camera in the VORTEX Portal
→ Provide the camera MAC/Device ID.
[VORTEX Portal] Where can check the DEVICE ID information in the portal?
→ Provide the camera firmware version.
[VORTEX Cameras] Where can I find the firmware version installed on my VORTEX camera?
→ Enable remote debug function:
[VORTEX Cameras] How to enable the Remote Support functionality in the Portal
Situation 2. Cannot see videos, video disconnection or deep search errors.
→ For VORTEX portal users: Specify the browser type and version.
→ For VORTEX app users: Mention the connection type (WiFi or cellular).
2. Archive problems
Situation 1. Archive status shows "Archive Failed", or keep showing "Archiving" but never finish.
→ Provide the time of archiving and camera information.
Situation 2. Can not play or download archived video.
→ Specify the platform used.
→ Provide details about the archive time and length.
3. Account and organization issues
Situation 1. Login issues, password resets, activation emails:
→ Please provide user's email account.
Situation 2. User invitations, organization management:
→ Please provide user's email account and org name.
Situation 3. Cannot receive alarm notify/email or receiving too much notify/email.
→ Verify alarm settings with the organization's owner or admin.
→ Provide the user's email account and details of the alarm settings.
Additional Suggestions
This information is not strictly required, but providing it would be ideal for further consideration.
1. Technical Environment: Describe the environment where the device is used (indoor/outdoor, lighting conditions, network setup).
2. Recent Changes: Note any recent changes to your system or network that might have coincided with the issue.
By providing detailed information as outlined above, you help us diagnose and resolve your issue more efficiently.
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