What information should be provided in VAST Security Station before contacting Technical Support?

This guide is designed to help you quickly get the support you need for VAST Security Station issues. By gathering certain information before contacting our technical support team, you can help us solve your problem more efficiently. This document lists the key details you should collect and explains how to find them. 

Please Provide the Following Information When Contacting Technical Support for Assistance:

1. Server and Client Version of VAST Security Station.
   How to check which VAST Security Station version is installed in my system
2. Description of the problem.
3. Visual evidence of the problem (such as snapshots or videos).
4. Date and time when the problem occurred.
5. Information about the devices related to the issue. Please include the device model name, firmware version, and device pack version for NVR and VMS (substations).
6. VAST Security Station configuration files, accompanied by the password for the admin account.
   How to export the software configuration file of the VAST Security Station using the Import/Export tool
7. Logs for both Server and Client.
   How to download the VAST Security Station logs created in a specific range needed for troubleshooting?

We might need the following information, although it is not compulsory:

• Public IP of the VAST2 server, along with the password for the admin account (include the port number if applicable).
• Steps to reproduce the issue or relevant history.
• Connection details of the devices in VAST Security Server, including IP addresses, port numbers, accounts, and passwords.
• Information about the Windows OS system and display card.
  How to quickly collect Windows OS and Graphics Card information when reporting a VSS issue?
• Windows event log.
  How to check and export Windows event logs when reporting a VSS issue?