Contact Us¶

You can always reach out to Zivid via customersuccess@zivid.com. If you prefer to perform some local troubleshooting we have a number of troubleshooting guides, as well as a set of FAQ.

If the issue is not listed in our Knowledge Base, or if you still encounter it, please contact us at customersuccess@zivid.com. To help us determine the cause and find a solution, please provide the following:

Log Files

Launch the Command Prompt (press Win + R keys on the keyboard, then type cmd and press Enter) and navigate to:

%LOCALAPPDATA%\Local\Zivid\API\Log

Send us a couple of log files created just after the issue occurred.

Open a terminal window by pressing Ctrl + Alt + T keys on the keyboard and navigate to:

$XDG_CACHE_HOME/Zivid/API/Log

Caution

If $XDG_CACHE_HOME is not set use $HOME/.cache.

Send us a couple of log files created just after the issue occurred.

System Info

Launch Zivid Studio, then click: Help → About Zivid Studio → System Info → Copy to Clipboard.

Operating System

Ubuntu (16.04, 18.04, 20.04)
Windows 10

Get the exact Windows build version

To get the exact build version open Settings by pressing Win + I keys on the keyboard, and then navigate to System → About. Scroll down a bit and copy Windows Specifications.

Tip

To speed up the support case and to maximize the chance of solving your issue it is recommended to provide a standalone reproducer and steps on how to use it.