Genetec & Bosch cameras: recording issues - Ticket Requirements
Note
In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.
General Information
Company name
Company address (country, city, street, number, postal code)
- Customer name
- Phone number
- Site name
Symptom specific Information
Problem Description for troubleshoot recording issues
- Describe in detail the issue you encounter
Symptom specific Information
- Genetec's full version information.
- Camera Model # and FW version.
- Quantity of Bosch cameras Installed and how many have the same symptom?
- How long have the cameras been installed? When did the symptom start?
- Approximately, how often does the symptom occur? (e.g. always, once a day, once a week, etc.)
- Has the system been updated before? If so, when and from what version(s)?
- Is the used camera firmware compatible with the used management system?
- If not, ensure compatibility before opening support case
- Provide proof of compatibility, use for example
- How many (operator) clients connect?
- Is Unicast or Multicast used?
- Daily operation mode, Does the cams run 24/7 guard-tour or Pre-set-tour?
Or does the cams get manually operated between certain times of day? - Pictures of camera installation close-up and overview
Logging Information
- How to export logs from Genetec Security Center?
- How to activate and collect Syslog from Bosch IP cameras
- How to enable the appropriate debug commands for logging during random reboot of Bosch IP cameras?
- How to collect logs from your Bosch IP Camera or Encoder?
- How to enable and collect Video SDK log files?