The support team looks forward to working with you. So we can best serve you, please provide a detailed description of the issue you are experiencing,
Please include the following information to help us expedite the processing of your request:
• Version of the product in question
• Any recent local activity that may have affected the product in question
• Screenshot of the error
• Business impact
For Specific products, the following information will also be of assistance:
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Rev On Premises
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• Steps to replicate
• Browser Type/Version
• Screenshot of Developer tools and HAR file from browser
• Rev Services Status
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Rev Cloud
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• Browser Type/Version
• Screenshot of Developer tools and HAR file from browser
• Steps to replicate
• GUID of Video or event
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DME:
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• Screenshot of the “Status Snapshot”
• Hostname of the DME presenting the issue
• Serial Number
• Refer to KB 1044 DME Log Generation to generate the Option 18 Logs for Engineering to review
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Encoder
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• Screenshot of error
• Screenshot of the dashboard
• Serial Number
Depending on how you choose to contact us, you can include this information in the e-mail you send to support, when filling out the web form on portal.vbrick.com, or share with us verbally if you choose to contact us via phone.
