Working with Nx Witness > Contacting Support

Some issues can be resolved without support. For example:

•A camera that is not working properly can be diagnosed. See "Diagnosing Offline Devices".

•An archive that is lost can be restored. See "Reindexing Archives".

When posting an issue to support, describe the problem in as much detail as possible. At a minimum, please provide the version, hardware, and driver of your System from the About screen (see "Collecting Basic Information").

For a more in-depth look at the state your system is in, see "Health Monitoring". Health Monitoring will display system performance and error information. It will be helpful to include some of the information on that page when submitting a support request.

Support may request additional information such as log files, network configuration, etc. (see "Collecting Logs"), or ask that you provide Administrator login credentials as well.

To expedite investigation, it may be useful to provide remote access. If it is not possible to provide remote access for security reasons, or if an issue is difficult to replicate, a supporting video clip can help the support team understand and investigate the issue. Use the screen recording function to create a video clip, and attach the video to your support ticket

If the issue is related to compatibility of a specific device, the support team might provide a specific build that can solve the particular issue. See "Updating Nx Witness" for more information.