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Checklist for Gathering Relevant Information and Vidyo Logs

  • Exactly when did the user encounter the problem?
  • Has the user ever been operational?
  • What are the symptoms that the user is experiencing?
  • Is the user experiencing any error messages or alarms and if so, what is the exact syntax of the error message(s)?
  • Are any other users experiencing the problem?
  • Has anything changed (e.g. location, endpoint hardware, accessories, network, firewall, software update)?
  •  Can the user recreate the problem?
  • What version(s) are running on the involved infrastructure components and endpoint(s) (VidyoDesktop, VidyoPortal, VidyoRouter, etc.)?
  • Consider gathering information via remote access


For tickets which need attachments higher than 20MB or with data that is getting rejected by an email server due to sensitive contents - please login to the help center and submit or add to the ticket via the form submission. Vidyo leverages SendSafely for file attachments.


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