Quadrox WebCCTV Installation Manual - Manual (Page 74)

WebCCTV Installation Manual 74
Version 4.4 Series
7.3 If you need further assistance
If you require any additional help using your WebCCTV or if you are having problems
operating the WebCCTV, you may need to contact Quadrox for additional technical assistance.
7.3.1 Before you call
Some problems you experience may be related to software other than WebCCTV or the
operating system. It is important to investigate other sources of assistance first. Before
contacting Quadrox try following:
Review troubleshooting sections in the documentation for other software and
peripheral devices.
If a problem occurs when you are running other applications, consult the
documentation for that software for troubleshooting suggestions.
Consult the dealer you purchased software from. This way is the best source for current
information and support.
7.3.2 Collecting the necessary information
When you contact Quadrox for technical support, you will be asked to provide the following
information. Please have this information ready before you call and include it in every email
that you send. This will help the support people to handle your problem in the most efficient
way. All information is obligatory.
All this information can be gathered by one simple click in the Video Manager
Info -> Generate System report. Save the file and send it to support. Check the User
Manual for more information about this topic.
What is the type of product?
Possible types are WebCCTV, Guard, Enterprise… installation. The type matches the name in
the Windows Start menu.
How many units are showing the problem?
How many video sources are connected to each unit?
Make a distinction between the different types (brands) of network cameras and network video
servers. You can find this information in the web application. Log in as Administrator and go
to the “System” menu. There you will find a list of the connected sources.
What is the version of the operating system?
What is the version of your WebCCTV software?
This information can be found in the web application. Log in as Administrator, go to the
“System” menu and select “System info”. The numbers that you need to provide are “XPe
build version” and “Setup version”.