Technical Support

Our customer service team is ready to help with any technical questions or issues concerning our software products. Please contact our customer service team by sending an email to support(at)cognitec.com 

It will be really helpful, if you provide the following information with your request:

• you and your company's name
• the product name and version being used
• the operation system being used (incl. service packs applied)
• a comprehensive description of your problem
• concerning the character of your issue additional information are required:
  • software problem
  • problems with biometric functionalities

If you have some additional questions concerning our products, services or our company, please use our online contact form.

Remote Support

For urgent technical problems that need a remote live support session, please download the TeamViewer application file (executable file for all Windows operating systems).

If a software issue occurs (not including problems of biometric functionality) some additional information are helpful. In particular include every error message that arises.

FaceVACS-SDK and FaceVACS-PortraitAcquisition

• include a description of your development environment you use (e.g. gcc 3.3.0, VS 8.0)
• include your FaceVACS-SDK configuration file (frsdk.cfg) used to initialize the application
• if applicable provide us with a small sample program and/or images to demonstrate where the issue arises.

FaceVACS-VideoScan and FaceVACS-DBScan

• include a problem report as generated with the configuration editor
  Configuration Editor -> menu help -> Problem Report
• if a database connection issue is observed, the following information are required:
  
  • include a description of your database backend (e.g. Oracle 10g)
  • include a screen shot of the Cluster Monitor