Skip to main content

Search

Welcome to our Support

Network camera information collection

VIVOTEK
  • Updated

To better analyze the issue, we will need all the information we can get from the customer. When the customer reports having an issue, please be sure to provide the following information for our analysis:

1. Camera model name

2. Camera MAC

3. Camera firmware version

4. Camera server report

5. Camera configuration files

6. Problem snapshot or video clip

7. Reproduction steps

8. Network topology

9. Accessories used

 

1. Camera model name:

Each camera is different, so we need the model name before we can start the analysis. You can find the model name on the camera label, the camera parameters webpage, or in Shepherd.

  • Camera label:
    image2019-10-25_16-56-39.png
  • Camera parameters webpage
    • Old camera web UI:
      image2019-10-25_16-59-49.png
    • New camera web UI:

  • Shepherd:

2. Camera MAC:

The camera MAC is a unique ID register for each product that will allow us to get product information such as production time, warranty status, product type, etc. Please be sure to provide the camera's MAC. You can find the model name on the camera label, the camera parameters webpage, or in Shepherd.

  • Camera label:
    image2019-10-25_16-56-39.png
  • Camera parameters webpage
    • Old camera web UI:
      image2019-10-25_17-7-8.png
    • New camera web UI:

  • Shepherd:
    image2019-10-25_17-11-3.png
 

3. Camera firmware version:

The camera firmware version will let us know which system modules are installed in the camera. If the version is too old, the customer will need to upgrade it to avoid encountering any bugs encountered in older versions. You can find the firmware version on the camera parameters webpage or in Shepherd. 

  • Camera parameters webpage
    • Old camera web UI:

    • New camera web UI:
  • Shepherd:
4. Camera server status report:

The camera server status report contains camera system logs and detailed kernel logs, which help us investigate the problem.

On the old web UI, you can find the "Export server status report" option by navigating to Configuration > System > Maintenance > Import/Export files. Click the "Export" button to download the camera's server status report.

 

On the new web UI, you can find the "Export server status report" option by navigating to System > Maintenance > Export files. Click the "Export" button to download the camera's server status report.

The exported configuration file will always have the following format: report-{ModelName}-VVTK-{FirmwareVersion}.tar.gz.

 

5. Camera configuration files:

To effectively troubleshoot, we require the camera's configuration files. This will allow us to replicate the issue using the customer's settings, as some problems can be traced back to their specific camera setup.

On the old web UI, you can find the "Export configuration file" option by navigating to Configuration > System > Maintenance > Import/Export files. Click the "Export" button to download the camera's configuration file.

On the new web UI, you can find the "Export configuration file" option by navigating to System > Maintenance > Export files. Click the "Export" button to download the camera's configuration file.

The configuration file will always have the following format: backup-{ModelName}-VVTK-{FirmwareVersion}

Please provide the USERNAME and PASSWORD of the device, otherwise, we won't be able to access the camera after uploading the configuration files.

 

6. Problem snapshot or video clip: (Important)

To help us understand the problem precisely, please provide snapshots that show the issue. These could include error messages, video images, hardware, or details of any problems.

 

7. Reproduction steps:

Reproduction steps will allow us to perform a test using the same steps taken by the customer to reproduce the issue.

For example:

  • Open the Shepherd application.
  • Search for the camera.
  • Connect to the camera.
  • Check if the camera has video feedback.

 

8. Network topology:

Network setup, including multi-layer PoE switches and uplink/downlink bandwidth, can sometimes cause issues. To facilitate our investigation, please provide your network topology. This should outline the camera models, the total number of cameras, and which PoE switch each camera is located in.

 

9. Accessories used:

If the issue is related to other hardware (e.g., SD card, DI/DO, microphone, mounting kit, etc.), please provide the accessory model name and the datasheet.

For example:

  1. SD card: Transcend microSDHC 8G Class10.
  2. PoE injector: IEEE 802.3at Gigabit PoE+ Injector GP-101IT.

Comments

0 comments

Article is closed for comments.