The following guideline resumes what is the needed information that our technical support team expect, when a case is reported to support@framos.com

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Problem description:

More details usually means less 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
• 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 cameras are connected to 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?