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How to Submit a Great Support Request

Nx Support
Updated

To resolve your issue as quickly as possible, our technical support team needs a clear understanding of your environment and the behavior you are seeing. Follow these guidelines to help us provide a faster resolution.

1. Check existing resources

Before submitting a ticket, check our self-service resources. Many common issues are resolved in our latest patches or documented in our manuals.

  • In-Client Manual: Select the ? in the Desktop Client for context-sensitive help or navigate to the manual via the main menu. 

  • Support Article Library: Search our database of technical guides and FAQs.

  • Online Community: See if other users have encountered and solved the same issue.

Tip: Check the latest Release Notes. It is a best practice to update to the latest version of Nx Witness to ensure you have the most recent bug fixes.

2. One issue per ticket

Different engineering teams handle different parts of the software (e.g., Server, Mobile, Cloud). To ensure your request reaches the right expert and stays organized, please submit only one issue per ticket. If you think issues might be related, refer to the other ticket(s). 

3. What to include in your request

The more structured information you provide, the faster we can diagnose the root cause.

Provide a clear summary

Use a descriptive subject line that mentions the component (Server, Client, Cloud, or Mobile) and the core problem.

Environment details

We need to know the "where" and "what" of your system. Please include:

  • Software Version: The full build number (e.g., 6.1.1.42624).

  • Operating System: Exact versions for both the Client and Server.

  • System Scale: The number of servers and cameras in your environment.

  • Network Specifics: Mention any firewalls, VPNs, or unique hardware in use.

The "How-To" of the issue

To fix a bug, we must be able to reproduce it. Please describe:

  1. Steps to Reproduce: The exact sequence of actions that leads to the issue.

  2. Expected Behavior: What the software should do.

  3. Actual Behavior: What the software is currently doing.

4. Visual and technical evidence

A screen recording is the most efficient way to communicate a visual issue.

  • Recordings: Use the in-client recorder (Alt+R on Windows) or a third-party tool like OBS Studio.

  • Logs: Attach Server or Client logs for any "crash" or "offline" reports.

  • Large Files: If your files exceed 25 MB, please provide a link to a cloud service (Google Drive, OneDrive, WeTransfer, etc.).

5. Remote assistance readiness

If the issue is system-specific, our team may need to investigate your environment directly. To speed this up:

  • Tools: Pre-install TeamViewer, Wireshark, and ONVIF Device Manager if requested.

  • Access: If possible, provide unattended TeamViewer access and the necessary login credentials for the OS and VMS.

  • Scheduling: If you prefer an attended session, please suggest 2–3 time slots that work for you in your initial ticket.

Support checklist

Before you hit "Submit," make sure you have:

  • [ ] Update the VMS to the latest version.

  • [ ] Included the specific Nx Witness build number.

  • [ ] Attached Server/Client logs.

  • [ ] Included a link to a screen recording (if applicable).

  • [ ] Listed the steps to reproduce the issue.

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