Hello everybody, Paul Richards here, director of business development. Hey guys i'm Andy
Chatfield and i'm the head of tech support here. And today is our very first tech support
Tuesday, where we go tech support questions that Andy has been fielding this week. Yup
so I figured for this being the first episode we would start just by going over the knowledge
base on ptzoptics.com. So, I just want to show you guys where to find the knowledge
base and everything like that. So this is the home page of ptzoptics.com, the knowledge
base is up here in the upper right, as you can see the knowledge base link here. If you
click that, it's going to take you into our knowledge base here, you can see we have eight
folders. Streaming, Camera Control, USB extensions, Camera Tools, 3rd Party Integration, Other
Products, Camera Issues, and General Question and Answer. The Streaming folder is obviously
going to have all the articles having to do with the IP output of your camera, how to
setup your IP addresses, how to figure out what your Network IP range is, how to add audio
to the IP stream, all sorts of different articles about streaming with the PTZ Optics cameras
and how to achieve it. After streaming we come to camera control, again this is just
all the different articles having to do with the different ways and methods of controlling
your PTZ Optics camera. Whether it be Visca control, Serial, IP control, IR control, UVC
control, there's all sort of different ways to control the camera, a lot of these articles
go over all the different ways and how to achieve it. We have USB extension, where we
go over the different ways that we extend the USB 3.0 signal from the camera to your
computer, the different extenders we recommend, and how to actively manage using those extenders
on a windows machine, or things like that. There's a few different things we recommend
in these folders, it's a good thing to take a look at, if you plan on extending the USB
from your camera. Camera tools are just our basic user manuals, data sheets, some downloads
you can get like the IP address setting tool and Extron, Crestron modules for PTZ Optics.
Third Party Integration is probably the biggest folder here, this is basically where we write
up a new article for each piece of hardware or software I will test with the cameras.
There's all sorts of stuff in here about different VTC’s, Wirecast, Vmix, Zoom, TriCaster.
There's all sorts of different software and hardware solutions that we have tested with
the cameras, and not only all of them, we don't just post the ones that work with the
cameras, we post ones that don't work as well, just to give you guys as much information
as you can have, for making your project work correctly. Other Products is, we don't just
sell the PTZ Optics cameras here, we have a few other products, we have an IP joystick,
and we also have the PT BroadCaster that is a PT head for putting a broadcast camera on
to, and giving it PT functionality. So we have some articles about those things in the
other products. Camera issues is a folder for any issue that I run into that I feel
deserves a knowledge base article. Usually it gets pointed out to me by customers just
like yourselves, or it might be something I found out while testing in house, but these
are all issues that you might run into with the cameras, and solutions, or at least explanations
for why things are the way they are. And then we just have the general Question and Answer,
this is basically a folder that I created just for when something just didn't quite
fit into the other seven folders, I just kinda threw it in here, there's some general mounting
questions, there's how many lumens do the cameras have, there's going over the OSD,
I actually have the whole specs of the power supply we use for the camera in case you ever
need to replace one, or extend the cable, shortcuts for the camera to show the current
IP address or default the menu to English if for some reason it's in a different language
when you get it, or if you factory restore your camera and it winds of being in Chinese
you can use a shortcut to just kick it back to English. There's all sorts of useful information
in the general Question and Answer that would definitely help you out either pre buying
the camera with just general information about the cameras or once you bought it if you run
into just general things like I wonder how this works or that is, its most likely to
be gone over in the general Question and Answer section. So Andy, lets say someone has got
an issue, they look through the knowledge base and they can't seem to find the resolution.
So if you go through the knowledge base, and you can't find what you're looking for, most
likely i don't have it in there. What you would want to do is click here and put in
a new support ticket. This is going to go straight into me, I check the support tickets
at least once every half hour or hour while i'm in the office, so most likely you're going
to get a response very quickly. If it's an in depth problem, I will probably let you
know that i'm setting aside sometime to fully test and try to figure out the problem. But,
this is the best place to just basically get a hold of me, and let me know if you're having
an issue with the cameras. There one thing we want to do is figure out if there's any
limitations and how to solve them as quickly as possible for our customers. The nice thing
about this too is like it's not just a random email it's totally tracked in our ticket system.
Oh yeah. It's a very nice way to say ticket solved, and ticket unresolved, and we can
take it to the next level if we have to. It's much easier than just emailing your salesperson
or something, and it gets lost and it's not tracked. Exactly, yeah the tickets are all
tracked and we don't close a ticket until we posted a resolution for it. So that's all
we have for today everybody, thank you so much for tuning in, this is our first tech
support Tuesday, you can subscribe to our YouTube channel if you think that stuff like this
is helpful, we have Camera Overviews, Tips Tricks and Tutorials, and then Live Streams
every Friday, sometimes Andy's on the live stream. Sometimes I am. We've got a lot of
cool stuff, free virtual sets for all of our customers, even if you're not a customer we
have some basic ones for you, and thanks for watching everybody, bye guys.