MOBOTIX HUB Support request - Preliminary Information That Is Helpful - EN

MOBOTIX HUB FAQ
, ,
1

MOBOTIX HUB Support Inquiries
In case of errors or unexpected VMS behavior, technical support asks you to provide the following details – please insert your answers under each question:

  1. What is the error message (if applicable), and what steps can be taken to reproduce it?
  2. When did the error first occur?
  3. What troubleshooting steps have you already taken?
  4. Is there a workaround currently in place that mitigates the issue?
  5. Is this a new implementation?
  6. Were any changes or updates made to your system or network at the same time (e.g., OS upgrade, Windows updates, SQL changes, camera or firmware updates, etc.)?
  7. Which and how many devices/users are affected?
  8. Which components are in use (e.g., Recording Server, Smart Client, etc.)?
  9. Please provide the names/models of the devices in use and the currently installed firmware versions (including SLC numbers, Device Packs, and license numbers, etc.).
  10. Are there any other important configuration details, including OS and network topology?
  11. Please send us all relevant reports, logs, screenshots, and files.

Essential Logs and Files to Include

  1. VMS Logs
  • Recording Server logs
  • Management Server logs
  • Event Server logs
  • Mobile Server logs (if applicable)
  • Smart Client logs (from affected clients)
  1. System Information
  • System configuration report (often exportable from the Management Client)
  • Operating System version and patch level
  • Network configuration/topology (IP ranges, VLANs, etc.)
  1. Device Logs
  • Logs from affected cameras or devices
  • Firmware versions and device models
  1. Crash Dumps or Error Reports
  • Any .dmp or .log files generated during crashes
  • Windows Event Viewer logs (Application and System)
  1. Screenshots or Videos
  • Screenshots of the error messages
  • Short screen recordings showing how to reproduce the issue
  1. Licensing Information
  • SLC numbers
  • License files or screenshots of the license overview
  1. Device Pack Information
  • Version of the Device Pack installed
  1. SQL or Database Logs (if applicable)
  • If the issue involves database access or performance

How to Collect Logs

  • Use the MOBOTIX HUB Management Client to export logs and configuration reports.
  • Navigate to the log directories (usually under C:\ProgramData\MOBOTIX HUB\) for manual collection.
  • Use tools like MSInfo32 or DxDiag to export system specs.