Service and Support

Note concerning Log4Shell

On Dec. 10, 2021, a zero-day vulnerability known as Log4Shell was detected in the widely used Java library Log4j. As a result, the German Federal Office for Information Security (BSI) declared the highest warning level red.

As a result, we receive numerous calls and support emails to inquire about a possible vulnerability of our software. We take these inquiries seriously and have already checked our own software when the vulnerability was published. Both the current version Multieye 3 and its predecessor 2.5.8, replaced in 2018, are not vulnerable to a Log4Shell attack. The Java library Log4j is not part of these Multieye software packages. Therefore, an emergency patch is not required even if the system does not have the latest Multieye version.
On our recorders (Molbil systems and servers) artec does not pre-install any third-party software that contains a Java library that is vulnerable to Log4Shell.

However, as a precaution, we would like to point out that the respective IT service providers should check whether they have installed further 3rd party software in connection with a multi-eye installation, which is not provided by artec, but could be vulnerable to attacks. In particular, the in-house distribution path for software packages should be examined more closely, as Apache could be used here in a version that is vulnerable to Log4Shell in order to distribute update packages independently of our official update server within the company at the end customer.

Diepholz, Dec 17, 2021

Support request

Our support hours

Monday through Thursday
10:00-12:00 and 14:00-16:00
Friday
10:00-12:00 and 14:00-15:30

On Saturdays, Sundays and national holidays our support team is not available.

You can reach the support team via the MULTIEYE hotline +49-5441-5995-95 or by e-mail support@multieye.de

Mail inquiries are usually answered within two working days.

Note: For telephone support that goes beyond questions about MULTIEYE systems, we reserve the right to charge support costs. We will point this out during the telephone call.
Customers with service package

Customers with a service package can reach our support team during extended support hours via their assigned phone number and email address.

Remote service access

For remote service access please download the Teamviewer.

Taking back old aplliances

You can find all the information here:

Software Downloads

Demo Download

Key Generator

HDD Calculator

Dwnload the HDD-Calculator as a zip-file. Please unzip the file and open the enclosed index.htm in your browser.
Download here

Notes on the HDD calculator

With the hard disk calculator, you can quickly and clearly determine the required storage capacity, number of hard disks and network load by IP cameras from MULTIEYE systems.

In the calculation, you can combine analogue and IP cameras in order to calculate hybrid systems, for example.

The calculation is based on average values of determined image file sizes. These are dependent on compression and, especially with MPEG-4/H.264 cameras, on the size and duration of motion changes. Here we have given experience values.

It should also be noted that the determination of the network load does not take into account remote access by clients. The determined values of the hard disk computer are always to be understood as approximate values and are not binding.

For exact project planning of MULTIEYE systems, please contact our technical support.

Supported network cameras

MULTIEYE software, recorders and DVR kits support a wide range of network cameras and video servers (currently over 1,500 cameras from 120 manufacturers). In contrast to analog cameras, the differences in terms of the depth of integration are very large. During project planning, it should be checked in advance which network cameras and video servers are supported by MULTIEYE systems.

Further information on the depth of integration and range of functions can be found in the detailed network camera compatibility list, which is available on request.

Workshops / individual training

artec technologies AG offers its customers and interested parties a variety of workshops in small groups. Thereby, the course participants are not only provided with detailed expert knowledge about MULTIEYE products and system solutions, but also with a wide range of technical information on topics from the IP/CCTV sector.

Our service for you: individual training courses in Diepholz or at your premises.

MULTIEYE Basic Workshop

After participating in this workshop you will be able to realize MULTIEYE projects. You will install, configure and commission the MULTIEYE software on your notebook. This also applies to the client software. This workshop provides the basic knowledge of the MULTIEYE product range and its system solutions and is the prerequisite for obtaining the MULTIEYE Certified Partnership.

Target group: technicians, service employees, technical sales, administrators, project managers, pre-sales

Duration: 2 days

MULTIEYE Advanced Workshop

In our advanced workshops, you achieve advanced know-how about the MULTIEYE software, recorder, and modules. You will install and configure MULTIEYE components such as VideoCenter III; remote query tools; PrivacyShield; DataLog; the backup module, etc. Participants experience an extensive transfer of know-how and are then in the position to independently provide support at the first and second levels of support. Successful participation in a basics workshop is a prerequisite for the advanced workshops.

Target group: technicians, service staff, technical sales, administrators, project managers, pre-sales

Duration: 1 day

MULTIEYE Solutions Workshop

The primary focus of this workshop is upon solutions/applications. Configuration and the use of applications with the VideoCenter III, DataLog, VideoAnalysis, EventManager, PeopleCounter, PrivacyShield or licence plate identification are analyzed at length. In addition, participants can present their own projects in the workshop and seek group solutions together with our technology and software developers.

Target group: technicians, service staff, technical sales, project managers, software developers

Duration: 2 days

MULTIEYE Refresh Workshop

This workshop provides a refresher course in MULTIEYE expertise as well as presenting new features of MULTIEYE products and applications. This workshop takes place once a year, and although participation in it is not obligatory, it is highly recommended.

Target group: technicians, service staff, technical sales, administrators, project managers, pre-sales

Duration: 1 day

Cancellation
You can cancel your participation at no cost up to ten workdays prior to the beginning of the workshop. In cases of cancellation with less than ten workdays prior to the beginning of the workshop, a processing fee of 50% will be retained. In case of non-participation without prior notification, no refunds will be granted. This is also the case when participation does not take place on all scheduled training days. A substitute or replacement of a registered participant is possible.

Cancellation of workshops
Organizational reasons dictate that we retain the right to cancel any workshops. In such cases, we will inform you of alternative dates. All claims of damages are excluded. In cases in which a workshop must be cancelled because of illness on the part of the instructor or circumstances beyond our control (e. g. electrical blackout) no liability is assumed and no later substitution and/or replacement at a later date is guaranteed. In such cases, we assume no liability for travel and lodging expenses or loss of work time.

Copyright protection
All materials used during the workshops are protected by copyright. Reproduction and/or duplication of such materials is not permitted.