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Home > Support > FAQ > Support form

Support form

Note: If you have entered your account data during the registration, these data will be used to pre-fill the input fields. For this you have to be logged in.

Customer information
Mandatory field Company*
Customer number
Salutation
Mandatory field Last name*
Mandatory field First name*
Phone
Mandatory field E-mail*
Data about MATRIX VISION GmbH product
Mandatory field Product family*
Mandatory field Product*
Mandatory field Serial number*
Revision
Seller
Data about the settings
Please connect to the mvBlueLYNX via telnet or serially.
mvBlueLYNX console output
IP address of the camera
	Is it a mvBlueLYNX-M7 you are using?


	During acquisition, are there sometimes incomplete images?


Which packet size do you use ?
How many cameras are connected?
How is the network configured?


	Does the camera have initialization problems?


	Can you see the device using wxPropView?


If you still cannot open the device, please check the firewall settings of your system.
	Can't you see the device using wxPropView?


	Does the camera have a fixed IP address?


Please check, if the fixed IP address is compatible to the network. Otherwise, disable or assign a correct IP address. The latter can be tested with the help of mvIPConfigure using the menu item "Assign temporary IP".


	Is there a third-party firewall installed?


	Is the firewall configured correctly? yes no


	Do you acquire from several image inputs in parallel?


How many?


	Are you using a local application? yes no


	Do you have segmentation faults?


Please have a look at the FAQ "Own programs produce 'segmentation faults'".


Mandatory field Error description and possibly indicated error number*
	Is it possible to reproduce this error with a MATRIX VISION sample program?


How is it possible to reproduce the error?


Log files
Always attach the current LOG files to this form. LOG files will be created automatically whenever using sample applications provided by MATRIX VISION. Try to use one of the programs shipped by MATRIX VISION to reproduce the problem and afterwards close the application and then collect the file(s) from the following locations: Programs using mvIMPACT Acquire, please all files from "\Documents and Settings\All Users\Documents\MATRIX VISION\mvIMPACT acquire\logs" as a ZIP. Programs using mvAcquireControl the file GRABBER.LOG in ".../windows/matrix/ " or ".../winnt/matrix/ ".
Mandatory field Choose file*

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