Reporting a D400e Support Case#

When reporting an issue with a FRAMOS D400e camera to the Technical Solutions and Support team (support@framos.com), providing complete and detailed information helps reduce troubleshooting time and avoids unnecessary back-and-forth communication.

Important

The more detail you provide, the faster we can help. For example, if you’re experiencing “corrupted images”, please attach example images so the issue can be reproduced and diagnosed accurately.

Information to Include#

Please include the following information when opening a support case:

1. Host PC Details#

  • Operating system and version

  • If using Linux, provide the output of:

    uname -a

2. Camera Information#

  • Model (e.g., D415e, D435e, D455e)

  • Device firmware version

  • IP address and IP configuration: - Static - DHCP - LLA (Link-Local Addressing)

  • Camera settings: - Resolution and Frame Rate - Stream channels used (e.g., RGB, Depth, IR) - Packet size - Inter-packet delay - Jumbo frames enabled/disabled

3. Hardware Setup#

  • Number of cameras connected

  • Description of how the cameras are connected to the host (e.g., direct Ethernet, via switch, USB hub, etc.)

4. Software Environment#

  • FRAMOS D400e Software Package version

  • SDK wrappers in use: - If using Python, provide the Python version installed on the host PC

5. Special Configurations#

  • Are you running the application in a Docker container?

  • Any other custom setup or middleware that may affect camera behavior

Tip

Including logs, screenshots, and example output files (if applicable) can help our team reproduce the issue more quickly.