The Importance of a Relevant and Detailed Description

Usually, the difference between a poor support ticket and a great one is the details.
A detailed problem description in combination with log files will help us to start an immediate investigation.

Please provide Barco Customer Service with the following basic information:

• Hospital name
• Date and time of occurrence
• Did the issue occur during surgery or by preparing the room for surgery or at another moment?
• Risk to Health: direct impact on patient health, Was an injury reported?
• Is the issue still present? If not, which actions have been performed to have all systems back to normal?
• Can you easily reproduce the issue? If yes, please share how.
• NMS version
• NMS configuration settings such as the multicast address.
• SN of the affected encoders or decoders.
• FW version of the affected encoders or decoders.
• Video type and resolution.
• NMS log files to help us start the investigation of the potential root cause.

Additional useful information:

Barco Customer Service will be grateful if you provide a screenshot or video of your issue and settings.

• Nexxis network diagram
• Network switch type and firmware version
• Are you using Inter-OR: Yes/No.