User Manual

DW Spectrum 3.0
Rev. 072017 Page | 179
Upgrade process can take some time. Issues may occur during the upgrade process for various reasons (most
common one is if one Server goes offline or becomes inaccessible). In this case try to repeat the upgrade.
IMPORTANT. Ensure that all servers in the system are upgraded.
Troubleshooting and Contacting Support
The following issues can be resolved manually:
 If Camera is not working properly, a user should always diagnose it. See "Diagnosing Offline Devices" for more
information.
 If archive is lost, DW Spectrum will restore it. See "Restoring Broken Archive" for details.
To contact support, use the following link: <%COMPANY.SUPPORT.ADDRESS%>.
When posting an issue, it is necessary to describe the problem as detailed as possible. It is useful to provide additional
information such as log files, network configuration, etc. If possible please provide administrator login credentials as
well.
To expedite investigation, it's best to Provide Remote Access. If remote access cannot be provided for security reasons,
the following steps should be taken in creating a support ticket:
 Recording Issue
 Collecting Logs
 Collecting Additional Information
 Sending Anonymous Usage and Crash Statistics.
If the issue is related to a specific Camera compatibility, Support team will likely provide a specific build that should
solve this particular problem. Then it will be necessary to upgrade System to this build. See "Upgrading DW Spectrum"
for more information.
Diagnosing Offline Devices
Sometimes cameras are displayed in Resource Tree, but are marked with a sign. When opening such camera, it
will display NO SIGNAL. DW Spectrum will then prompt the user to perform more thorough diagnostics.
IMPORTANT. Run diagnostics prior to contacting support.
Diagnostics can be invoked by pressing on the item: