Skip to content

Support

We actively work on improving CVEDIA-RT and highly value your feedback. Feel free to report any issues or request assistance through our dedicated Customer Support Portal at your convenience. To facilitate a thorough evaluation of the reported issues, please follow the guidelines provided below. We appreciate your cooperation in this matter.

How to report issues

Depending on the type of issue you are experiencing, we need to collect different type of data in order to support you in the best way possible.

Below you will find the guidelines for reporting:

  • System issues (start failure, crashes, performance issues)
  • False Positive events or Failed Detections

System issues

System issues include:

  • Start failure
  • Crashes
  • Performance issues

In the report, please provide:

  • Description of the issue and how to reproduce it.

  • Log files

  • Hardware report.

    You can generate a hardware report to help us identify issues with performance and crashes on startup:

    • On Windows, you can run: generate_debug_report.bat and generate_system_info.bat
      • Please run both scripts and attach their output to your support request (report.txt and systeminfo.json)
    • On Linux, you can run: ./test.sh

    Info

    The default installation folder on Windows is C:/ProgramData/CVEDIA/CVEDIA-RT. ProgramData is a hidden folder. To access it, you can either enable Option: 'Show hidden files, folders and drives' or you can put the full path to the address bar (Ctrl+l).

    Info

    The HW reports can include some sensitive data, please be careful when sharing them.

For crashes and performance issues:

If you are using CVEDIA Plugin for NX Witness, NX Meta, Piko, Wisenet WAVE, DW Spectrum:

  • A screenshot of the info panel. Please check here how to enable it.

False Positive Events or Failed Detections

In the report, please provide:

  • One or more screenshots showing the problem.

    For a false positive event, please ensure that the triggered false positve event is visible on the screen.

    Note: for a False Positive report to be accurate, the system should have triggered an "event"; pure erroneous detection or tracks do not constitute a False Positive.

  • A source video of the issue (without UI elements and overlay data) recorded in your VMS. The section of the video to export should be from the moment the object that triggered the event enters the scene, or even earlier if the issue may be related to a more complex scenario.

If you are using CVEDIA Plugin for NX Witness, NX Meta, Piko, Wisenet WAVE, DW Spectrum:

  • A screenshot of each active analytic setting
  • A screenshot of the Expert mode panel
  • A screenshot of the info panel. Please check here how to enable it.

If you are using RT Studio or RT Service:

  • The version of RT.

  • The JSON file of the instance that is running. You can find it in the installation folder, inside the instances folder.