The following guideline resumes the required information that FRAMOS' technical support team expects when a case is reported to support@framos.com

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Problem description:

More details usually mean fewer additional questions and less time required to start debugging and finding a solution.
For example:

If "images are corrupt", then we need the corrupted image attached to see it, not just info that there are "corrupted images".

Information to be provided:

Host PC details

• Which OS and version
• If Linux, provide output of command <uname -a>

Camera Info (for each camera):

• Model
• Device version
• Firmware version
• IP address and IP address configuration (Static, DHCP, LLA)

Camera settings

• Resolution and Framerate
• Stream channels used (RBG, Depth, IR)?
• packet size
• inter-packet delay
• Jumbo frames

Hardware Setup

• How many cameras are being used?
• How are cameras connected to the host PC?

Software:

• Framos Software Package D400e version
• Wrappers >>[Python] Which Python version is installed in the Host PC?

Any special configuration
App running in Docker container?