Getting Help

SubC Help Center

The SubC Client Help Center is designed to provide a comprehensive source to find everything you need to help you get the best performance and experience with SubC products.

• Enter one or two keywords in the Search field on the Help Center main page.

• Or click the product tiles on the Help Center main page to access that SubC Product User’s Manual where you will find instructions on how to use the application.

We are dedicated to continuously adding to our Help Center content to serve you better!

If you don’t find the specific information you are looking for in our Help Center, please let us know!

• Send us your suggestions or questions via email to support@subcimaging.com

• We will provide you with solutions, answer your questions, and be sure to add the information to our Help Center.

SubC Product Onboarding

Product User Manuals

Our Product User Manual contain information to help answer questions you may have. You can find all SubC Product Manuals in the SubC Client Help Center.

We also embed SubC Product Manuals in our Software Applications for easy access to information if you are not connected to the Internet. Click the book icon in the top, right of the Application UI.

SubC Hardware Serial Numbers

Please have your SubC Product Serial Number on hand to provide to SubC Support when you call &/or include when you submit your support request via email to support@subcimaging.com or via the SubC Customer Service Desk Portal.

See the SubC Product images below as an aid to find the Serial numbers.

Serial numbers for all SubC underwater products are located on the end cap below the connectors in the format SUBC#####

SubC DVR Systems Serial numbers are located on top of the PC Lid or on the front of the machine and in the format SUBC#####

Contact SubC Support Desk

SubC Support includes phone, Service Desk Portal and email support with SubC Products Standard Warranty.

Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)

Service Desk Portal: SubC Customer Service Desk

Email: support@subcimaging.com

Phone: +1 (709) 702-0392

We encourage our clients to first check for a documented solution for issues in the SubC Product User Manuals embedded in our Software Applications (see Book icon) or online in this SubC Client Help Center. If a documented solution for your issue is not found, please contact SubC Support.

Standard Support

• Overview: Our friendly customer service support team is here to assist with basic troubleshooting and support for all SubC equipment. We address common user queries and issues as part of this complimentary service.

Note: More complex or intricate issues that require support beyond basic troubleshooting and standard support may result in charges to the client. We will assess your requirements for such customized assistance and provide a quote prior to providing this service.

• Services: We offer guidance on product usage, resolution of simple technical problems, password resets, and routing tickets to higher support tiers for more complex issues.

• Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)

  • Regular Response Time: Expect a response within 24 - 48 hours

  • For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.

  • If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392

  • I you call outside our Regular Support Hours / on Weekends/Holidays, you can leave a voice message, and we will return your call during Regular Support Hours.

Priority Support

• Overview: Our expert product technicians provide in-depth technical support for SubC products or services covered under the client’s SubC Annual Success Program.

• Services: We prioritize and resolve complex technical issues, offer configuration assistance, and conduct in-depth troubleshooting.

• Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)

  • Priority Response Time: Expect a response within 1 - 24 hours

  • As part of Priority Support, your emails and phone calls are a priority in the queue

  • For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.

  • If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392

  • If you call outside out Regular Support Hours / on Weekends/Holidays, you can leave a voice message, and we will return your call during Regular Support Hours.

Extended Support

• Overview: An Extended Support SLA subscription intitles you to prompt and thorough technical support from our product experts outside Regular Support Hours.

• Services: We prioritize the resolution of critical issues, handle bug fixes, manage patches, and provide advanced configuration assistance.

• Extended Support Hours: 1900 - 1100 UTC, Monday to Friday and 00:00-24:00 UTC on Weekends/Holidays.

  • Response Time: Expect assistance within 1-hour

  • If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392

  • If your issue is urgent and your SubC SLA includes Extended Support, please call the Extended Support number provided.

Remote Support

Remote Support is available to Standard, Priority and Extended Support SLAs.

SubC uses Rust Desk software to remotely and securely connect to your computer to assist you directly. Follow the steps below to install Rust Desk software. When you require remote access support, send your SubC Support Agent your system's RustDesk login credentials (ID & PW).

Install RustDesk Client on Windows PC

See https://rustdesk.com/docs/en/client/

1. Download the client software from https://github.com/rustdesk/rustdesk/releases/tag/1.2.3 or directly https://github.com/rustdesk/rustdesk/releases/download/1.2.3/rustdesk-1.2.3-x86_64.exe

2. Run the Rust Desk Client installer and follow the on-screen instructions

3. Once installed, when you open, it will look like the below image.
   

   

Now link your RustDesk Client to SubC’s RustDesk “Self-host” server

1. Click on the Menu (3 vertical dots just above the ID)

2. Click the Network option

3. Click Unlock network settings

4. Update the ID server to the public IP or domain linked to the public IP of the site you installed the server at. In our case: building.subcstream.com
   

   

5. In the Settings tab, click the X
   

   

6. Use Permanent Password

   1. Click Settings → Security → Unlock security settings
      

      

b. Then click Set permanent password

• Enter Password in Password and Confirmation fields, then click OK

c. Return to Home

When remote desk access to your PC is required, please ensure Rust Desk is running on the PC, and provided the PC’s RustDesk ID and Password to the SubC Imaging Support agent. Contact via email: support@subcimaging.com

Use a HDMI dummy plug to enable remote access to headless system. HDMI dummy plug replicates connecting an HDMI cable to a display. It tricks the device into thinking a display is attached.

RMA - Return Material Authorization

If you are having a problem with SubC equipment and suspect an equipment functionality issue, please first contact support@subccontrol.com to confirm with our Support Team if the problem is with the equipment or if the issue can resolve without the need for equipment return.

If it is determined that the equipment does need to be returned, SubC Support will provide you with an RMA Number

• Please complete the RMA Form

  • Enter the RMA Number and provide the required information on the RMA Form.

  • Direct the Shipping service provider to communicate with SubC Imaging via email logistics@subcimaging.com or phone 1-709-702-0392

  • Save a copy of the completed RMA Form for your records

  • Return the completed RMA Form to SubC along with the Equipment