How to submit a good support ticket?
Experiencing any issue with Nx Witness is of course very annoying and you naturally want to have it resolved as soon as possible. You can help us provide even faster and better support by following the guidelines below when submitting a support ticket.
NOTE: Before you submit a support ticket
Before you submit any support question, please check the following resources for a possible solution:
Often, answers can be found in these resources and it saves you the time of submitting a support request.
It’s good practice to upgrade Nx Witness to the latest released version and to check the release notes of the latest patches to see if your issue was already resolved in one of our monthly patches.
If you checked these resources and you haven’t found the answer to your question, and the latest version is already installed please submit the best possible support ticket you can, so we can support you as efficiently as possible.
Submit one support request per issue.
Since different teams work on different features within our software applications tracking the progress of individual issues is impossible when there are multiple issues described in one report. Only when there is one issue in one report an effective bugfix workflow can be completed for each issue.
Provide a short and clear summary.
An ideal summary should be clear, as short as possible but long enough to clarify the issue and gives the support team a brief overview of the issue that is encountered, mentions the component where the bug occurs (server, client, cloud, mobile app, etc.) and under which circumstances.
Provide details about the environment Nx Witness is running in. This includes information such as what version/build of Nx Witness are you using, what operating system, size of the system (a single server or a multi-server environment), etc. The more details provided in a structured way, the better the understanding of the situation will be had by our support team and development team.
Nx Witness 18.104.22.168987
Client: Mac OS 10.13 Client
Server: Windows Server 2019
Network Topology: WiFi access point connected to a single PoE Switch with 10 cameras and a Windows Server PC
Special feature: The mentioned switch has the embedded firewall blocking the UDP traffic.
Describe the steps we need to take to reproduce the issue. Ideally, the steps should be concise and easy to follow. The goal is to allow the support agent or developer to reproduce the bug on their side to get a better idea of what might be causing the issue.
An issue report without the steps to reproduce is not very useful because trying to guess the issue and communicate guesses to the user until the correct scenario is reached, wastes time and effort. Part of the reproduction scenario should always include the expected result and the actual result.
Attachments can be extremely helpful for the support team and developers to understand the issue quicker. Some screenshots or even better a screen recording of the issue provides a lot of useful information, especially when the issue is visual. Other very useful attachments like Server Logs can, at the very least, point the developer in the right direction.
Note: Screen Recording
Although Nx Witness has an in-client screen recording option in the Windows version of the Nx Nx Witness Desktop client application (start/stop with Alt+R) it might be useful to use a third party application for the screen recording.
One useful application for this purpose is OBS Studio, an open-source, cross-platform, free to use application that can capture a single screen or multiple screens at once.
Since attachments can be quite large to share and we have a size limit of 25 MB for attachments, we do accept downloads via third party services like Google Drive, Microsoft OneDrive, NextCloud, or other cloud-based storage applications. Also, file sharing applications like WeTransfer can be used for this purpose. Avoid sending us compressed files, since we are less likely to open these. Just upload each file individually in the application of choice so we can check it before we open or download it.
Often issues are system-specific and our support team would like to investigate your system, especially when they aren’t capable of reproducing the issue locally in their test environment.
Frequently our support team will ask for unattended TeamViewer access so they can investigate the issue at any moment of the day, any day in the week. Be sure to share the required login credentials of the VMS, the cameras if applicable, or the OS if required.
We totally understand it if this isn’t possible, but be aware that this might delay the solution since we are dependent on each other’s time schedule. If you want an attended session, please provide multiple dates and times our support team and or developer can choose from.
When it concerns a camera integration issue, we might request you to forward the device so we can connect it to our test environment.
Lastly, please be responsive. We always try to have the first response on the same workday that the request was received. The sooner you reply, the quicker we can continue to find or create a solution.