Checklist for Gathering Relevant Information and Vidyo Logs

Information to Include in a Support Ticket

• What version(s) and endpoint(s) are you running including infrastructure components and endpoint(s) (e.g., VidyoDesktop, VidyoConnect, VidyoPortal, VidyoGateway, VidyoRouter, etc.)?
• What peripherals, devices, and machines are you using (phone, laptop, iPad, etc.)?
• Are you a cloud or on-premises customer?
• What are the steps to re-create this issue?
• Did you receive any error messages or alarms and if so, what is the exact error message (include screenshots)?
• Are any other users experiencing this problem?
• Has anything changed (e.g. location, endpoint hardware, accessories, network, firewall, software update, etc.)?
• Consider gathering information via remote access.