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.

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 Attach Log Files to a Customer Request).

• Dump Files: Send any dump files generated from a crash (<viz data folder>).

• System Viz Config File: Send the system Config file (<viz data folder>).

• 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 www.vizrt.com.

2. Click on Support (1).

3. Click on Report a case (2).

   

4. Click on LOG IN (3).

5. Log-in to the Customer and Partner portal.

   

6. Click on Report a Case (4).

   

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.

Attach Log Files to a Customer Request

Log files can provide important information when dealing with an error situation or when diagnosing performance issues. Viz Artist/Engine can write various log files that can be valuable when solving issues. For more information about the log files available see the Viz Artist/Engine Log Files section.

Consult your customer representative when deciding which logs files to attach. As a general rule: the more log files, the better. Always try to include log files for:

• The actual software/hardware configuration in use, as detailed as possible.

• The relevant Viz Artist/Engine log files.

• The Viz Engine configuration file, or if using a dual-engine setup: the Viz Engine configuration files.

  Note: The Viz Engine configuration file is a plain text file located in %ProgramData%\Vizrt\viz3. The filename includes the host name, and numbers indicating which Engine is used: VIZ-<hostname>-<0.0>.cfg. For example: C:\ProgramData\vizrt\viz3\VIZ-MyHost-0-0.cfg