Did you find an issue and want to report it to the Streaming Platform Support Team? In order to help, we will need you to provide additional details that are mandatory to investigate:
If you haven’t already, please open a support ticket. Then post the following details so we can further assist you:
Summary – A short description of the found issue.
1. General Info
a. Environment – Website URL
b. Platform (OS)
– Device used: PC, Laptop, Mac, Mobile device (model number and manufacturer)
– Operating System: Windows version, MAC version, Android version, etc.
– Version of OS – Example 64 Bit Win 10 PC, 10.12 mac Sierra
c. Browser Version
– Firefox
– Chrome
– Microsoft Edge
– Safari
d. Accounts Used
– Username (password is not generally required)
– List of the account(s) used/affected
e. Affected Area
– Front-end
– Dashboard
– Admin Area
2. Streaming Application
a. Streaming Solutions – Supported
– HD Wave – Version Used
b. Streaming Solutions – Unsupported
– FME – Version Used (as stated in the manual we support the following FME versions: 3.1 and 3.2. In case you detected the issue using another version of FME we strongly recommend that you reinstall your FME version)
– Format (codec used – H264 or VP6)
– Wirecast – Version Used
– VidBlasterx – Version Used
– Tricaster – Version Used
– Other supported 3rd party broadcaster – Version Used
3. Video Source
– Webcam / Camera Model
– Device
– Input Resolution
– Capture Card
4. Platform Applications – List all that are used for the tests
a. Channel Manager Version – (Go to DashBoard ->Click Channel Manager->Click New Playlist->Right Click on the Flash Interface situated on the top of the page)
b. Cropper Version – (Go to DashBoard->Click Media Library->Click My Videos-> Select Video->Click Crop Video->Right Click on the cropper window)
c. Player Version – On the homepage right-click on the Player
5. Steps made in order to reproduce the issue
Example:
a. Logged in the application using [Enter Username] account
b. Go to DashBoard
c. Click on Channels
d. Click on New Channel
e. Type channel1 in the “New Channel Name” edit field
f. Click Browse and select a picture to upload as “Channel Logo”
g. Type a description for the Channel
h. Click Save Channel
Expected results:
The channel should have been created
Actual results:
I received the following error message: CANNOT SAVE CHANNEL. I also added a screen shot
6. Your internet speed test details
We need you to let us know (screen-shot) your internet speed. We have detailed how to test your internet speed and bandwidth into our manual.
Following those steps you can attach the snapshot of the error and the internet speed test results.