Submit Software Product Case

You can submit software product cases for issues related to Hik-Connect and iVMS-4200.

Note:

The function is only available in certain countries and regions. For details about whether your country or region supports the function, refer to the after-sales or local distributor.

  1. On the Case page, tap New Case > Software Products, and select Hik-Connect/iVMS-4200 as the software name.
  2. Fill in the fields as required.
    Figure 1 Software Case
    Title

    Enter the title of your case.

    Note:

    The maximum length of the title is 100 characters.

    Software Name

    The software name is predefined and cannot be edited.

    Software Version

    Enter the software version. You can tap to see where to find the software version.

    Issue Description

    Describe your issue according to the suggestions in the blank.

    Note:

    The length of issue description should vary from 20 to 2,000 characters.

    You can also tap Add Details to add issue details to your description as needed.

    How did it occur?

    The maximum length is 500 characters.

    Phone/PC Operating System and Version

    The maximum length is 72 characters.

    Information About the Related Hikvision Devices

    The maximum length is 500 characters.

    Screenshot / Error Information

    Tap to upload screenshots or error information.

    Note:

    • You can upload attachments in PNG, JPG, BMP, JPEG, PDF, DOC, XLSX, and TXT formats.

    • No more than 5 PNG/JPG/BMP/JPEG files and 3 PDF/DOC/XLSX/TXT files are allowed.

    • The maximum size of each attachment is 5 MB.

    Link for Accessing Files on Network Disk

    For files larger than 5 MB, upload them to a network disk.

    Contact Information

    This field is filled with your account information by default. You can edit it as needed.

  3. Check the statement in the end.
  4. Tap Confirm to submit the case.