Getting SubC Support

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.

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.

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.

Hours of Operation: 1100 - 1900 UTC, Monday - Friday (excluding holidays)

Email: support@subcimaging.com

Phone: +1 (709) 702-0392

We encourage our Clients to first check for a documented solution for issues in the Product User Manuals - embedded in our Software Applications (see Book icon) or online in this SubC Client Help Center. If a documented solution for the issue is not found, proceed with contacting 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: Any issues beyond Basic Support may result in charges to the client. Fees for more intricate problems will be quoted as part of our standard 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.
For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.
Hours of Operation: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392
Outside Regular Business Hours, on Weekends/Holidays, you can leave a Voice Message and we will return your call during Regular Business Hours.
Response Time: Expect a response within 24 - 48 hours on weekdays (excluding holidays), 1100 - 1900 UTC, Monday to Friday.

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.
For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.
Hours of Operation: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
If your issue is urgent and inside SubC’s Support hours, please call the Regular Support Phone: +1-709-702-0392
As part of priority support, your emails and phone calls are a priority in the queue
Outside Regular Business Hours, on Weekends/Holidays, you can leave a Voice Message and we will return your call during Regular Business Hours.
Response Time: Count on our assistance within 1 - 24 hours, within the Hours of Operation.

Extended Support

If you require Extended Support for urgent issues that occur outside of SubC Imaging’s Regular Support hours, please contact sales@subcimaging.com to inquire about our Extended Support SLA.

Overview: For urgent matters outside Basic Support hours, we offer prompt and thorough technical support from our product experts.
Services: We prioritize the resolution of critical issues, handle bug fixes, manage patches, and provide advanced configuration assistance.
SubC Extended Support Hours: 1900 - 1100 UTC, Monday to Friday and 00:00-24:00 UTC on Weekends/Holidays.
If your issue is urgent and your SubC SLA includes Extended Support, please call the Extended Support number provided.
Response Time: Expect assistance within one hour, available from 1900 to 1100 UTC on weekdays and 24/7 on weekends and holidays.
If you currently do not have SubC SLA that includes Extended Support and wish to obtain Extended Support, please contact sales@subcimaging.com

Remote Support

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 and when you require remote access support, send SubC Support the necessary details.

Install RustDesk Client on Windows PC

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

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
Run the Rust Desk Client installer and follow the on-screen instructions
Once installed, when you open, it will look like the below image.

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

Click on the Menu (3 vertical dots just above the ID)
Click the Network option
Click Unlock network settings
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
In the Settings tab, click the X

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

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.
- Save a copy of the completed RMA Form for your records
- Return the completed RMA Form to SubC along with the Equipment

How to make a SubC License Request & Import the License

Create a License Request “RaC” file

You must have the SubC application installed before generating the “License Request”. (Note, the SubC application will not open until the License is installed)
The SubC License Installer app comes bundled with the SubC Products. If not already installed, Example: Bundled with DVR+Ov7 - C:\SubC DVR+O v7\SubCLicenseLiteInstaller.exe ← run this to install the SubC License app.
Open the Windows Start menu and search / open the SubC License app.

Containers tab

When you open the SubC License app, if no Licenses Containers have been installed yet on this system, the License Containers folder will be empty.

You will get a prompt asking if you wish to create a Virtual License Container on this system.
Click Yes/OK if you intend to install a Virtual License

In this image example, “130-3307422727 (Virtual)” Container is installed on this system. “Virtual” means its a local software file type CodeMeter Container. If there is a physical CodeMeter Container plugged into the system, “(Dongle)” will appear following the License Container Serial Number.

See Dongle & Virtual Licenses section below for description of the different between these License types.

License Request tab

Click the License Request tab
Select a container (Virtual or Dongle) from the “Create a request for which container?” dropdown field and click “Next”.

b. Select the default folder to save the License Request “RaC” file and click “Finish”

c. You will see a message confirming that the License request was successfully created.

Attach this License Request “RaC” file to an email and send to SubC Support via email to support@subcimaging.com.
1. The SubC Support Agent will use this License Request file to generate the License Update “RaU” file on the SubC License Server and will send this License Update “RaU” file back to you to import onto the system from which the Request file was created / the system hosting the SubC application.

Import the License Update “RaU” file

Import License tab

When the SubC Support Agent sends the License Update “RaU” file to you, save it on the system in the same product folder location where you saved the License Request “RaC” file. Example: C:\SubC DVR+O v7\LicenseFiles\

Open the SubC License app again and click the “Import License” tab
1. Browse to the location where the RaU file has been saved (Example: Example: C:\SubC DVR+O v7\LicenseFiles\).
2. Click Import - The “Importing license succeeded” confirmation window will appear. Click OK

You can click on the Containers tab again if you wish to see your installed License.
Close the SubC License app.
Open the SubC application from its Desktop Icon to confirm the license has been installed successfully.

Dongle & Virtual Licenses

SubC Products that require a License will only run if there is a locally installed Virtual License or a plugged in Dongle License.

When a Client purchases a SubC Product that requires a license (such as DVROv6, DVR+Ov7, SCI or Blackbox applications), they have the option of receiving the product license in a Dongle or Virtual format.

A dongle is a small physical file storage device (similar to a USB Stick or Thumb Drive) that the User must plug into a USB port on the computer in order for the application to access the license. An application that has been assigned a dongle license will not run unless the dongle is plugged in.

A Dongle License is portable and preferred by some Clients who want to have the flexibility of running the SubC application on different systems. For example, they may want to have the SubC application installed on their primary system as well as another backup system. If their primary system crashes or is otherwise unavailable, they can simply plug the dongle into the other backup system and run the SubC application from it.
- SubC configures the Dongles with a Product License in-house and ships the Dongle to the Client.
A Virtual License is specific and local to the system on which it is installed - it is not portable.
- A Virtual License may be pre-installed on a SubC DVR system prior to shipping the DVR system to the Client. Or, if the Client wants to install the SubC application on their own PC system, a SubC Support Agent will remotely access the Client’s system (via AnyDesk) and install the Virtual License for them on their system or the Client can follow the Create a License Request “RaC” & Import the License “RaU” instructions.