Why can't you solve individual user's technical problem? If so, isn't this forum quite useless?

Purpose and scope of the forum

The purpose of this forum is about helping the majority users to use Genius Vision NVR more smoothly, with the most economic method. In order to maximize our effort on what's really need our attention (as the creator of Genius Vision NVR Software), within reasonable extent we need to minimize the human resource cost for individual support request as much as possible. For this reason, for whatever technical support request, we need first check if we can improve the static knowledgebase (article or YouTube video)  to benefit future users.

From this point of view, it is quite meaningless to engage in troubleshooting or problem solving with individual users. There are too many combinations of end-user problems and these random individual problems seldom repeat themselves in the exact same manner, and therefore the effort required to respond to these non-repeatable problems brings absolutely no benefits for future users. Also, these problems usually tend to be less correlated to Genius Vision product, but are nevertheless tightly connected to (1) individual user's mindset, knowledge, and experience (2) individual user's computer configuration and network environments. (3) individual user's choice and preference of third-party equipments.

A veteran PC technician will know that responding to each of this kind of problem is not within the "commercially reasonable" extent of a software developer. A wrong version of driver, a misunderstanding in the third-party hardware, or even a decayed network cable can cause problems that manifest on application software level. It's simply beyond anyone's capability, who is on the other end of the Internet, to help on these problems, unless someone who is local to the user is willing to spend some serious effort to find out useful clues, by carefully conducting scientific methods.

The bottom line here is, you need to give us "a point" of possible cause to look into, and not "an area to search", before we are able to help you. To "search an area" is too labor-intensive, which will also be explained as follows.

Not a job that can be done "freely"

To explain more concisely, troubleshooting this kind of problem is itself an "expensive effort" and users should not expect to receive the corresponding service for free.

Just like if you have a trouble with your toilet, you pay a handyman to perform a field check. You don't contact the "toilet manufacturer" about such problem. In our experience, a good number of users have this strange misunderstanding. (The fact you are reading this article suggests you might be one of them).

We are not the "handyman" for your own PC system, and we are not getting paid by fixing your problem.  We are "the manufacturer" who are specialized to solve the systematic issue of the product.

Can I send you log files so you can help me diagnose the problem?

Unfortunately, unless we know the cause of the problem, we wouldn't know where to look for in the log file. Also, examine log file is a labor-intensive task (meaning it's very expensive just to perform the task). Only in some rare cases, where our engineer decides to take a deeper look at your problem, do one need to send log files to us. In most cases, sending log files will not help.

Quick illustration with pictures

This graphical and analogical illustration simplifies all the explanation in this article:

See also

• Genius Vision Technical Support Forum Rules