How to send a player log to IBM Video Streaming Support

Overview

If you experience problems viewing a particular stream, sending a log to our support team will help us troubleshoot and potentially find the root cause of the issue(s).

Sending Logs from the HTML5 Player

To send logs from the html5 player, follow these steps:

1. Click inside the player. This sets the cursor and browser focus inside of the player.
2. Right-Click inside the player (CTRL+Click on Mac).
3. Click on 'Troubleshoot playback issue', and then select the type of issue you are experiencing from the dropdown menu.
4. Then click 'Create Issue ID'.
5. Click "Copy ID." or do a standard copy/paste of the alphanumeric code that appears.
6. Submit a ticket explaining the issue, pasting the log ID that you just copied.
    
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Please note: While the first instinct when encountering a problem would be to refresh the video player, doing so will also "reset" the experience and result in generating a new log. Only send a log immediately after encountering a viewing problem.

Sending Logs from a Mobile Device Player

To send logs from a mobile device player, follow these steps:

1. Click the three dots in the upper right hand corner of the player.
2. Select "Troubleshoot playback issue".
3. Then choose one of the options.
4. Then click Done.
5. Select "Create Issue ID".
6. Click "Copy ID".

7. Submit a ticket explaining the issue, pasting the log ID that you just copied.

   
   
   

The log ID is a string of alphanumeric characters that will look something like this: amamfkgmqxtuphubztvdwuvzwgobducd