If you encounter technical difficulties during a Webcast event or with a Video-On-Demand related to a Webcast Event, please report it to us as soon as possible by opening a support ticket.
This article aims at providing guidelines on what information should be included in your support request. This will avoid having you be asked several questions, avoid possible misunderstandings and help reduce the time needed to solve your issue.
Information that needs to be in your ticket:
1. General Information
- Webcast Account Name and Id:
First of all, please indicate the Webcast Account Name in question.
You can find the name of your account on the top green bar and the Webcast Manager Id is part of the browser URL.
- Please, copy the Webcast Account Id and paste it into the ticket.
- Please take note of your Webcast Account name and include it in the ticket.
- Webcast Event Information
It is essential that your ticket includes information about the webcast event that shows an unexpected behavior.
- In the left side panel, select "Webcasts"
- Click on the specific event.
- Copy the event name and paste it into the ticket.
- Note the event date and the time and include this information in the ticket.
2. Bug Information
When describing a bug, please always mention the status (pre-live, post-live, live or On-Demand?) the event was in when you observed the unexpected behavior.
- A complete description of the current behavior
- Specify if the unexpected behavior is in the Webcast Manager, Webcast Operator or Webcast Consumer.
- Specify the component/feature that it is affected (e.g. the player, chat, layout, presentation, etc.).
- Describe as accurately as you can the current behavior you are observing. Specify what is the expected behavior vs actual behavior (e.g. I expected the user would be able to write and send a chat message, but no chat is showing OR I expected a pre-live video is shown in the Consumer but it is shown an error message, etc.).
3. Error Message(s)
Please, include in your ticket any error message you observed when reproducing the error and add some screenshots. E.g. "The Video is not available".
NB The following point is particularly important if the webcast event is protected (e.g. IP-Range Protection) and therefore cannot be accessed by us. In this case, it would be essential for you to follow this guide and provide all the required information.
If the webcast is public, you can just provide the link to it, with a screenshot/an accurate description. Of course, if you can provide this is information, it would be much appreciated and would help to save some time for the investigation of your issue.
4. Developers Tools
- Go to the web page where you can observe the bug.
- Open your browser's developer tools - you can open the developer tools by pressing. Command+Option+J (Mac) or Control+Shift+J (Windows, Linux), or searching for them directly from the browser (e.g. in Chrome click on the three-dots button > More Tools > Developer Tools).
- Reproduce the bug (e.g. in most cases, you will just have to reload the video, which shows an unexpected behavior).
- In the developer tools, open the "Network" tab.
- Scroll down the rows until you find one (or more) red row(s).
- Select the row and make a screenshot of the "headers" tab.
- Repeat these steps for all red rows and all web pages, where you spotted an unexpected behavior.
- Attach the screenshot(s) to the ticket.