What information do I need to send Hanwha Techwin support?
In order to investigate a sudden change in the Hardware ID (HWID) of your System, we will need the following information:
- A description of the issue, including what in your opinion, may have caused the Hardware ID of the system to change (any hardware changes, modifications to the System, etc.).
- A screenshot of the Licenses tab found in Main Menu > System Administration.
- Your current Hardware ID (Guide to locate Licence and HWID information)
- One or more of the license keys that were activated on the system.
Files that you will need to send us
Windows
C:\Windows\System32\config\systemprofile\AppData\Local\Hanwha\Hanwha Media Server\log\hw_log
C:\Windows\System32\config\systemprofile\AppData\Local\Hanwha\Hanwha Media Server\ecs_static.sqlite
Linux
/opt/hanwha/mediaserver/var/ecs_static.sqlite
/opt/hanwha/mediaserver/var/log/hw_log