After this course, you will be able to:
Achieve a more accurate, comprehensive and effective problem feedback;
Avoid duplicate information collection and communication;
Master the submission specifications for different types of ITR cases.
Know how to describe the problem the customers have got.
【On-site Information Collection】
The project information
Case owner/contact information
HDCVI device information
Software Version (We always suggest the customer upgrade the device to the latest firmware that Dahua has released.)
Other products related or connected
Check the firmware version on the local menu of XVR, please go to the path:
Main Menu > INFO > VERSION
You can also check the firmware version of XVR through the web client. Please go to the path:
For the CVI camera, in the local live view interface, right click within the live view window of the camera that you want to configure.
Click the icon and click Enter button to enter the OSD menu of the camera.
Choose Advanced-System info to see the version information.
On the web live view interface, you can also check the firmware version of the CVI camera.
Click the item(below) to call the OSD menu of the camera.
Choose advanced to see the firmware version
Where the problem happen? On web interface or local menu or PC client or APP
Describe the problem in details.
Attach pictures and videos of the problem.
If it is a image problem, the attached picture or the video clips should be the original pictures and recording videos exported from the faulty device.
Explain the cable type and transmission distance between the camera and XVR.
The quantity of fault device and the total amount of the same device model
The network environment
The contents have been checked at present
Replace power for test
Replace hard disk for test
Replace BNC cable for test
Replace camera for test
Serial print information
Wireshark capture file
Device IP address for remote access、user name、 password and other environmental information if possible
Degree of emergency
Required specific time for remote assistance
You can also check the following product information on dahua official website or GDP system：
Performance parameter、power requirement、 Hard disk access specification .etc
Quick Start Guide(QSG)
Product installation and operation introduction
Detailed functional operation introduction
Make sure the device is with the latest released firmware if possible
Master the information collection and feedback for a HDCVI product case.