Documentation Center

Tracking Hub

Version 1.1 | Published December 03, 2018 ©

Customer Support Requests

Support Requests are supported by Vizrt if Customers have a valid Service Agreement in operation. Customers who do not have a Service Agreement and would like to set up a Service Agreement should contact their regional sales representative (see Customer Feedback and Suggestions).

When submitting a Support Request relevant and correct information should be given to Vizrt Support, to make sure that Vizrt Support can give the quickest and best solution to your Support Request.

Before Submitting a Support Request

Before a Support Request is submitted make sure that you:

Read:

  • The relevant User Guide or Guides

  • The release notes

and Check:

  • That the system is configured correctly

  • That you have the specified hardware, tested and recommended versions
    Always refer to your Vizrt Service Level Agreement document.

Submitting a Support Request

When completing a Support Request, add as much information as possible.

Content of a Support Request

The report should contain information about these topics:

  • Problem description: Include a good description of what the problem is and how to reproduce it. Remember to use simple English.

  • Screen shots and illustrations: Use to simplify the message.

  • System log files: Send the system log files (see Log Files).

  • System dump files: Send the system dump files from the crash.

  • *System Config file:* Send the system config file.

  • Software configuration: Add exact versions of software (-build) used.

  • Hardware configuration: Add exact versions of hardware used.

  • System setup: Describe differences in the installation, if any, from the recommended setup.

  • System Network: Add a description of how the network, bandwidth, routers, and switches are configured.
    Always refer to your Vizrt Service Level Agreement document.

To Submit a Support Request

  1. Go to Vizrt.com.

  2. Click on Support (1).

  3. Click on Report a case (2).

    images/download/attachments/41794932/intro_customerlogin_case_annos.png

  4. Click on LOG IN (3).

  5. Log in to the Customer and Partner portal.

    images/download/attachments/41794932/intro_customerloginanno.png

  6. Click on Report a Case (4).

    images/download/attachments/41794932/intro_customerlogin_case2_annos.png

  7. In the online form complete the required minimum information (shown by a red asterisk):

    • Contact: Your name

    • Account: Your account

    • Product: The product the support request refers to.

    • Case Type: The type of support request required

  8. Click SAVE.

  9. In the saved Support Case that opens, complete the various text boxes and upload any required documents, files, etc. (see Content of a Support Request).

    Note: The entered text or uploaded documents/files are automatically added.

    To track the status of open support tickets, log in to the Customer and Partner portal. Add information or communicate about the cases directly with the support team.

Log Files

The Viz Virtual Studio log files are located in C:\ProgramData\vizrt\VizTH, and consist of the following files:

  • Tracking Hub Console Log File:

    • VizTH.log

  • Tracking Log Files:

    • VizTH_rcvX.log where X is a number. The files can for example be VizTH_rcv1.log, VizTH_rcv2.log, etc.

    • VizTH_sendX.log where X is a number. The files can for example be VizTH_send1.log, VizTH_send2.log, etc.

  • Timing Log File:

    • VizTH_timingX.log where X is a number. The files can for example be VizTH_timing1.log, VizTH_timing2.log, etc.)
      The increment of the number (X) is when the first file reaches a size of 1 MB. All log files change to the next number at the same time.

  • Exception Log Files:

    • In the event of an unrecoverable exception error, the information provided in the user interface dialogue box are automatically saved to a log file using date and time as filename, for example 2016_04_20_16_30_30.log.