What information should I include when submitting a ticket?

To help us troubleshoot faster (and cut down on back-and-forth), please include as much of the info below as you can.

Required

• Scout Camera Serial Number (S/N)

  • The S/N is 10 digits, starts with “P”, and is located on the side of the camera body.

  • {Insert example pic here}

Strongly recommended

• What’s happening (the issue)

  • A quick description of what you’re seeing and what you were doing when it happened.

• Any error message(s)

  • Screenshot preferred (the more exact the error, the faster we can help).

• Scout software version

  • Example: v1.15.x (or whatever version is shown in the Scout app).

• Facility / installation details

  • Hospital name + city + state

• Best contact info

  • Your email + phone number

Bonus info that speeds things up

• Scout Diagnostic Tool results

  • A screenshot of diagnostics is extremely helpful.

• Does the issue follow the camera or stay with the computer/cart?

  • If possible, tell us:

    • Does it happen on other Scout carts/computers?

    • Does a different camera work fine on the same computer/cart?