Send your existing support contact the Account ID, affected device details, and a short description of what happened. These details help support identify the account and the issue.
Find your Account ID
- In the Anavio portal, open the three-dot menu next to your name at the bottom left.
- Select Profile Settings.
- Find the Account ID under Accounts.
Find camera or hub details
Camera
- Open Devices → Cameras.
- Open the camera thumbnail's three-dot menu and select Camera Settings.
- In Camera Info., note the Serial Number, Firmware Version, Model Number, and Connection. For a hub camera, also note the Hub Name and SD Card Status.
Hub
- Open Devices → Hubs.
- Open the hub's three-dot menu and select Hub Settings.
- In Hub Info., note the Serial Number, Firmware Version, Model Number, Hub Name, Power Status, Status, and Connection.
See Viewing and editing hub settings for more about these details.
Describe the issue
Include:
- Your Account ID and the names of the affected devices, with the camera or hub details above where applicable.
- What you tried to do, what you expected, and what happened instead.
- The date, time, and time zone when the issue occurred.
- The exact message shown, if any.
- A screenshot of the relevant screen when it helps explain the issue.
Keep passwords, tokens, and Cloud Key links out of your description and screenshots.