What is case state "NREP_EXSYS"

Summary

Our technical staff have received and review the case. However, based on resource available to us, we are not able to recreate the problem, and therefore generate a viable solution.

Concept

Your case has reached this state because the information hasn't even provided enough possibility to generate a solution.

It is important for users to understand that troubleshooting is often a process that comes with significant work. Most often, the user must firstly do their part, just in order to shed some light to reveal the possibility to understand the problem.

Some users get very upset and frustrated that Genius Vision "aren't able to solve their problems". For this, please try to understand that any modern computerized system is composed of many components that are out of our control (including but not limited to: hardware, network, OS versions/patches, other software, and user operations). It's simply beyond a realistic idea for Genius Vision, who is a software developer, to diagnose and solve individual user problems that might be unique to their systems on regular basis. For this kind of job, you might want to recruit a Value-Added Reseller.

On the other hand, if you can help to demonstrate a problem is a systematic one, which can be recreated in many different systems with similar (known) criteria, then we are willing to take a deeper investigation and try to resolve it from the software perspective.

What does this state mean

According to the scope of technical support, GV is not responsible for troubleshooting non-software related issues. The client has to prove, or at least assist to prove the problem actually lie inside software (and not in specific client environment, equipments, or specific user operations), by trying the same software on several different environments (or alternating operating sequence). By comparing and analyzing the outcome of each trial, it might help revealing vital clues to solve the problem.

If a problem is indeed a kind of software issue, then it should be reproducible (able to be recreated) anywhere with a similar environment, such as GV's Example System, and that's where our effort can really be spent on.

Examples of external factors

In the context of NVR software, "external factors" means factors that is not inside the software itself. Here we can give a number of examples below:

• Client environment: Problem in network switches, cables, PC hard-disk, or conflicting software.
• Equipments: camera, video server, video source
• User operations: Given exceesive loading. Extra-ordinary operating sequence.

Internal notes for staff

• If no further information received within 14 days, then put the case to an end.