Blue Iris

Re: Does BI Support exist??

2022-03-05T20:07:24+00:00

Hey! I'm retired. I'cve got to occupy my time somehow! lol

Then here's a project for you... use regedit to export the registry settings for each camera to a text file. Once there, you can bring the files into a spreadsheet, clean it up, and compare all camera settings.

Statistics: Posted by YrbkMgr — Sat Mar 05, 2022 8:07 pm

Re: Does BI Support exist??

2022-03-05T05:52:41+00:00

Oh yes! I should have been more specific.
If one hold "SHIFT' while exporting, you get a readable export file. This would be a good place to start.

I'm looking for a way to get a readable report of cameras and most relevant settings. Searching thru the reg or export file is so messy.
Why? Because it's a challenge, and, I've had issues where I've 3anted to make sure settings were standardized across all camera. Yes, I know I can Export/Import - but's so tedious to change all the specific settings to each camera.

Hey! I'm retired. I'cve got to occupy my time somehow! lol

Statistics: Posted by MikeBwca — Sat Mar 05, 2022 5:52 am

Re: Does BI Support exist??

2022-03-05T03:42:01+00:00

I've been trying to work out a way to capture and log ALL BI Global settings, and, ALL settings for each camera.

That feature already exists and I rely on it regularly. P 215 in the help file.

Statistics: Posted by YrbkMgr — Sat Mar 05, 2022 3:42 am

Re: Does BI Support exist??

2022-03-03T21:18:53+00:00

I've found BI Support to be responsive over the years.
Recently, I think BI Support has been getting frustrated with the lack of information included with the tickets. And I can understand that.
A few weeks ago, I got a response from BI Support, 'A video would help!'. Ok Ok, I got the hint.

I just sent another ticket of an issue I've been having for quite some time. I sent screen captures, two videos, and two API traces. I might have overdone it, but those API traces might just do it.

I get frustrated in this forum for the same reason... No detail, no screen captures/video, version #. I get tired of asking for these, and sometimes I don't even bother. I'm not here to drag information out of posters, and, neither is BI Support.

I've been trying to work out a way to capture and log ALL BI Global settings, and, ALL settings for each camera. This info could be sent to BI Support (If relivant & they would want it).

For screenshots and screen captures, On Windows, people can use the built-in XBOX Game Bar.
I use a generic video & capture utility - there are many.

Statistics: Posted by MikeBwca — Thu Mar 03, 2022 9:18 pm

Re: Does BI Support exist??

2022-02-25T19:17:35+00:00

Update -

I finally got a response from Ken on my support question after a few days. It turns out that I had already figured out the answer to my question by then

I also inquired about the phone number for support and he did mention that phone support is only when they do real time Team Viewer support when needed.

I suggested this is confusing and should be removed from the support matrix documentation. In any case, I am happy that I do get a response even if it takes a couple of day as this is an amazing tool!

Statistics: Posted by stavana — Fri Feb 25, 2022 7:17 pm

Re: Does BI Support exist??

2022-02-23T12:02:05+00:00

Just wanted to chime in and let you all know that we are EXTREMELY backed up with support requests at the moment, and we are doing our best to catch up. I do sincerely apologize for the delays any of you have experienced recently however.

In regards to Priority support and a call-in line, this does not exist. Phone support is offered on an as-needed basis, and is strictly by appointment only.
The Priority plan mainly is to get your ticket to the "front of the line," and offers the ability to schedule more hands-on support if the issue is not solvable via email.

We also used to have an auto-response for initial support requests, but this caused many issues with Gmail, and our support email ended up getting flagged as spam for many users.

We are a very small team currently, and the main responders have been Ken and myself as of lately, so with 100s of requests coming through daily, it has been difficult to keep up with as we navigate this issue.
Of course this is not excusable, nor is the delay in response time acceptable, so we are hoping to get caught up finally this week.

I do appreciate everyone's patience with this though, and again, I apologize you all have not received timely responses! We hope to do better in the future with this reoccurring issue.

Thank you immensely for continuing to support our product!

-Jennifer

Statistics: Posted by _Jennifer — Wed Feb 23, 2022 12:02 pm

Re: Does BI Support exist??

2022-02-22T19:41:37+00:00

Read the footnote at the bottom of his image. It means that they schedule an appointment and call you. Probably in case of video conference/screen sharing. Still, it isn't a hotline, that's for sure.

Statistics: Posted by YrbkMgr — Tue Feb 22, 2022 7:41 pm

Re: Does BI Support exist??

2022-02-22T18:56:39+00:00

The phone number question is a very good one. If they advertise it as a paid feature, the number should be available!

Statistics: Posted by HeneryH — Tue Feb 22, 2022 6:56 pm

Re: Does BI Support exist??

2022-02-22T16:06:21+00:00

That's troubling... please let us know how this goes.

Statistics: Posted by YrbkMgr — Tue Feb 22, 2022 4:06 pm

Re: Does BI Support exist??

2022-02-22T14:57:19+00:00

FYI - I did the cut and paste into the email as per instructions. I think there is something wrong here.

BTW - most support emails usually get some automated response that we got your request and someone will get back to you. BI should do the same.

Also, what is the support phone # for priority customers

Thanks!

Statistics: Posted by stavana — Tue Feb 22, 2022 2:57 pm

Re: Does BI Support exist??

2022-02-21T20:36:53+00:00

Just to be certain...

PSA:
When writing for support, you must include basic software and license details. For your convenience you will ﬁnd an Email support button on this page. This button will copy important information to the Windows clipboard. In order to make use of this information, you must them open an email to send to support@blueirissoftware.com. Please make the subject descriptive in order to prevent our mail server from combing it with others of the same subject. In the BODY of the message (not the subject), use the Windows PASTE command (control-V) to insert your support information at the beginning of your message.

They're pretty maniacal about spam. I always put a subject like New Customer - This is my problem in hopes of getting attention. But the stuff above has to be in the body of the email or you go to the island of left socks.

Statistics: Posted by YrbkMgr — Mon Feb 21, 2022 8:36 pm

Re: Does BI Support exist??

2022-02-21T20:24:46+00:00

Well, I renewed my support with Priority recently. Asked a question a couple of days ago but still have not gotten a response.
Additionally, Priority support is supposed to come with phone support. I have no idea of what the telephone number is

Statistics: Posted by stavana — Mon Feb 21, 2022 8:24 pm

Re: Does BI Support exist??

2022-02-14T21:00:33+00:00

No one asked for my opinion, and it is exactly that which gives me great pleasure in offering it (/sarcasm)

In my experience, BI support has a passion for customer success. When they established the Blue Iris Support Channel on YouTube, they made mention that the purpose of the videos and subsequent creation of the Self Help Content, was an attempt to decrease the demand on internal support resources. That leads me to conclude that there is a bandwidth issue for customer support.

In addition, the redesign in v5, onslaught of new features and functionality, etc., there was a revamp of the documentation. They aren't a huge company and my guess is that they're about as busy as a one-legged man in a butt kicking contest.

That doesn't make the response times and such acceptable, rather, it means in order to get their attention one has to step up their game. I offer the following that has been successful for me in getting the most mileage out of support.

They are maniacal about spam - in my opinion, so much so that they throw the baby out wit the bathwater, and I don't see it changing anytime soon. So that means follow the instructions to avoid having your email sent to the island where all the left socks live.

Good Questions -> Good Answers. Best practices are to formulate the best question possible by putting yourself in the shoes of the reader of the email. They can't see what you're looking at. Countless times, people will ask an ill formed question and toss it over the fence. If technical support has to go back and forth just to understand your question, it's not going to get a lot of priority when they're swamped. I know, I know, you're paying for it - but be Jerry McGuire.

In the self help content, Sam has been posting "good tickets" - my interpretation is that he's trying to give examples of good questions when writing support. My take is that you don't have to write questions like his examples, but being thoughtful in what you ask gets a lot of mileage. The following is an example exchange:

From what I've seen, many people ask "How can I make BI do something this way", instead of "This is my problem or goal, how do I make that happen?" I have a problem, and this is how I want to solve it. How can I get BI to do it that way? The assumption is they've noodled out the solution to the problem. Many times that's true, but if the question is focused on asking "what is the solution" rather than asking how to implement their solution they get more productive information.

Look, I'm not defending or criticizing - I'm just offering up information that may be worth considering.

Statistics: Posted by YrbkMgr — Mon Feb 14, 2022 9:00 pm

Re: Does BI Support exist??

2022-02-13T13:24:26+00:00

I think I read somewhere that emailing again pushes you back to the bottom of the queue.

That being said, their response times for paid support clients is slower that I expect.

Statistics: Posted by HeneryH — Sun Feb 13, 2022 1:24 pm

Re: Does BI Support exist??

2022-02-13T11:43:01+00:00

I am a realist. I understand that this is a small company, and I make allowances for that. I have always had responses to my support queries in a reasonable time. I wonder if somebody has been ill since Christmas

Statistics: Posted by TimG — Sun Feb 13, 2022 11:43 am