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Collecting information for Technical Support#

To efficiently resolve a problem with LUNA SDK, collect all necessary information based on the error type and provide it to VisionLabs Technical Support. Possible error types include:

  • Specific error
  • Non-specific error
  • Unexpected result

Contact Technical Support#

You can contact our Technical Support in either of the following ways:

Specific error#

These errors usually occur when LUNA SDK is used incorrectly. Examples include:

  • An estimator or detector does not work, resulting in an error when creating or using it.
  • An error occurs when launching on a GPU device.
  • A license error is received.

In such cases, study the full launch logs and understand what was launched and where.

To get detailed logging in LUNA SDK, follow these steps:

1․ In the luna-sdk/data/runtime.conf configuration file, set the verboseLogging parameter to 4.

<param name="verboseLogging" type="Value::Int1" x="4" />

2․ In the luna-sdk/data/faceengine.conf configuration file, set the verboseLogging parameter to 4.

<param name="verboseLogging" type="Value::Int1" x="4" />

3․ In the luna-sdk/data/trackengine.conf configuration file, set the severity parameter to 0.

<param name="severity" type="Value::Int1" x="0" />

If you know which module the error occurs in, provide only that module's log by changing the value only in the relevant configuration file. If unsure, collect all logs.

Non-specific error#

Examples of non-specific errors include:

  • An application crashes at an uncertain time.
  • An application freezes unexpectedly.
  • There is a memory leak.

In such cases, you need to understand in detail the application operation scenario, including what is called and in what sequence.

Provide the following information:

  • The exact version of LUNA SDK (e.g., v.5.22.2, build for CentOS 8).
  • Information about the environment where the application runs (e.g., Docker container, launch via Python bindings).
  • Full launch logs.
  • Additional information like crash dumps, reports from third-party utilities, and system logs.
  • Code reproducing the problem, if any.

Unexpected Result#

Unexpected results may occur due to:

  • Incorrect use of LUNA SDK
  • Algorithm errors
  • Launching in unexpected conditions

Examples include:

  • A face is present in a photo or video, but the detector doesn't see it.
  • A person is smiling, but the emotion estimator indicates sadness.

Reasons for unexpected results vary, such as:

  • Incorrect use of LUNA SDK, for example, a wrong threshold in a configuration file.
  • Incorrect input data, such as a poor-quality video or heavily compressed frames.
  • Occasional algorithm errors.
  • New data for the algorithm.

To understand and address the issue, provide:

  • Full launch logs.
  • All configuration files used during the launch:
    • luna-sdk/data/runtime.conf
    • luna-sdk/data/faceengine.conf
    • luna-sdk/data/trackengine.conf
  • An estimate of how often the unexpected result occurs, for example, every frame or once in a thousand frames.
  • Examples of data that produce unexpected results.