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.

• 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. On the www.Vizrt.com page, click on Support.

2. Click on Report a case.

3. Click on LOG IN to login to the Customer and Partner portal.

4. At the top of the Case Management page, click on Report a Case.

5. In the online form complete the required minimum information (shown by a red asterisk) and click SAVE.

6. 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 ).

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