Reporting DW Cloud Issues

Reporting DW Cloud Issues

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Affected Roles:  Owner, Administrator

Related Digital Watchdog VMS Apps:  DW Spectrum

Complexity:  Low

Software Version:  DW Spectrum v3.0 or later

Last Edit:  April 16, 2020

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DW Cloud Issues

This article will outline how to report connection or streaming issues when using DW Cloud.

For more information for setting up DW Cloud, please read DW Cloud Setup.

For more information for allowing permissions through a Firewall or Sonicwall, please read FQDN or Whitelist For DW Spectrum Cloud Access.

For other issues regarding DW Spectrum, please read:  Reporting DW Spectrum Issues.

Supported/Affected Devices

• DW Blackjack Series

To Report an Issue with DW Cloud

1. Open a support ticket with Digital Watchdog Technical Support.

2. Include a description of your issue and your Cloud System ID with your request.

3. Attach a screenshot of your issue upon request of the responding technician.

Locating DW Cloud System ID

The Cloud System ID is a unique identifier (alphanumeric) that is generated for a System at the time that it is initially connected to DW Cloud.  It is used for identifying resources and follows a standard format described in RFC 4122.

To locate the Cloud System ID:

1. Open a web browser and navigate to the DW Cloud Portal.

2. Log in to your DW Cloud Account.

3. The System Tiles will display, each representing a System that your DW Cloud account is attached to.

Click on the System that you want the Cloud System ID from.

Note:  Do not click on the Open in DW Spectrum button. This will prompt DW Spectrum Client to launch on your computer.

4. The Cloud System ID can now be found appended at the end of the URL.

Example:  https://dwspectrum.digital-watchdog.com/systems/1750d3ef-f2c5-4cf1-acef-255dc3b2197

Example Cloud System ID:  1750d3ef-f2c5-4cf1-acef-255dc3b2197