I have made several attempts at contacting BI support via e-mail over several days, all unanswered. Is this normal? Has anyone else seen poor support from BI?
BI E-mail support?
- Thread starter Rpuffd
- Start date
I send several email last month, but no reply.
Today I payed the extra fee for support , and I noticed you still have to send the email via the same email adress..... So I am very curious If and when I will recieve a reply
Cor
Today I payed the extra fee for support , and I noticed you still have to send the email via the same email adress..... So I am very curious If and when I will recieve a reply
Cor
I sent a bug report a couple days ago, and yesterday got a reply from Jennifer, who asked me for my serial. I gave her the serial and today I got a reply from Ken giving me a few tips to solve my problem, but concluded with "for more help you need to renew your support contract".
srglassw
Getting the hang of it
I have a paid up support subscription. Last month I emailed support regarding an ongoing problem but never received a reply. I eventually was able to resolve the issue and emailed support to advise them that my issue was resolved and what the resolution was. Still no response. I thought I was being considerate letting them know the issue was resolved and what the resolution was -- it was due to an update changing how the video stream for a particular camera model was handled. Would have been nice to get an acknowledgement from them. I'm feeling that I wasted my money subscribing to support.
fenderman
Staff member
- Mar 9, 2014
- 36,891
- 21,407
did you send your message via the software so your key is included in the email?
did you use a standard email provider like google?
srglassw
Getting the hang of it
fenderman
Staff member
- Mar 9, 2014
- 36,891
- 21,407
srglassw
Getting the hang of it
I very rarely have had to contact support and hope this was just a "one off" and got lost in the system. Maybe they got my message that the issue was resolved, it was about a week later, and being busy didn't take the time to acknowledge.
The saving grace is that I can usually resolve issues by reading here so thanks for running a great forum.
OK, so your issue is basically my issue. After over a week and 4 tries, still no reply from support. No, I did not sign up for the paid support and of course wont do that as it appears it will be a waste of money. Back to your issue. The reason I contacted support was that an updated killed 2 of my cameras. Both working just fine, then no joy after the update. I made no changes to the system. The cameras are ACTi. What was the fix for your issue? The cameras never connect, but if I go to the camera status, they are running at a very low 1.5 FPS, but BI reports no connections.
srglassw
Getting the hang of it
My issue was that after version 4.4.9.10 the camera, a Foscam FI9821W V1 would constantly disconnect, many times each hour. I stumbled upon the solution of changing the camera property on the Video/Configure tab to a different camera model.
I was able to fix mine as well. Had to change the Model of the camera from MJPEG to Video Port 6002. Not sure why a BI update would cause working cameras on MJPEG to suddenly fail, but at least they works now. And, I finally heard back from BI support today. Better late than never I guess. I had already fixed the issue and their response was to try the obvious.
looney2ns
IPCT Contributor
Turn off auto updates.
Unless you have a true need to update, don't.
If you insist on updating, use this so you can roll back: Blue Iris Update Helper (BiUpdateHelper)
Unless you have a true need to update, don't.
If you insist on updating, use this so you can roll back: Blue Iris Update Helper (BiUpdateHelper)
In all fairness to BI, I was prompted to do the update and said yes. I will avoid that in the future. I guess I my hope was updates to improve performance and CPU usage. I just don't see why this product is such a CPU hog. I have a Netgear NAS doing the same tasks using basically a cell phone processor versus this windows box with an I5 and 16GB of ram. The windows box runs consistently at 60 to 95% CPU and I have done all the tricks found in this forum to reduce the CPU. The NAS is also doing NAS functions as well as the DVR and runs at less than 10% CPU all the time. Now we are not comparing apples to apples here as the OS in the NAS is Linux, but I just dont get why this windows box and BI need so much CPU. Just my $.02
fenderman
Staff member
- Mar 9, 2014
- 36,891
- 21,407
This is because blue iris decodes the video for motion detection and display...and that is why there is a limit decoding option that will significantly lower the consumption but will impact motion detection....the nas box gets the motion detection trigger from the camera (blue iris can also do that if you wish) but you are limited to the cameras crappy detection)...
you also dont state what I5 you use, big difference between models and whether you properly setup direct to disk recording and hardware acceleration....you dont mention your load? cameras, megapixels, fps...
We seem to be getting off topic. If I decide to keep BI, I will post in another thread with more details and a proper topic.
