User guide

Viz Engine Administrator’s Guide

• 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.

1.4.2 Submitting a Support Request

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

This section contains information on the following topics:

• Content of a Support Request

• To Submit a Support Request

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 Viz Log Files).

• System dump files: Send the system dump files from the crash (e.g. Viz Artist

program folder <Viz install directory>).

Note: Check: If the operating system is Windows 7 and up, dump files can be

stored at: <userdir>\AppData\Local\VirtualStore\<Viz install directory> (check

user rights).

• System Config file: Send the system config file (e.g. Viz Artist program folder <Viz

install directory>).

Note: If the operating system is Windows 7 and up, the config file can be stored

at: <userdir>\AppData\Local\VirtualStore\<install_directory> (check user rights).

• 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).