Error…Error…Error Submitting your Questions to the Support Team Troubleshooting your application is frustrating. We’ve all been there. Bashing your head against a keyboard for hours on end, and resisting the urge to hurl your laptop out the window. It’s tedious, aggravating and all around soul – sucking. However, there’s a light at the end of… Continue reading How to Report Bugs Efficiently
Submitting your Questions to the Support Team
Troubleshooting your application is frustrating. We’ve all been there. Bashing your head against a keyboard for hours on end, and resisting the urge to hurl your laptop out the window. It’s tedious, aggravating and all around soul – sucking. However, there’s a light at the end of the tunnel . . . Red5 Pro Tech Support! We have one, driving purpose: to solve your problem and ease your troubles (the technical ones at least).
While we will do everything in our power to solve your issue, we can’t effectively and efficiently help you if we don’t have all the right information. You wouldn’t drop your car off at the mechanic with a note that says "It’s broken", would you? No. You’d try to explain the problem. However, if you are anything like me, you might not be very mechanically inclined. How then do you explain that odd, thump-chug-whump sound? Well, here is a guide to help you through that process so that we can clear your roadblocks as soon as possible.
First and foremost please send Red5 Pro Support a message with the following information:
###Why Are You Doing That?
- Please give a general overview of your project. Tell us the specific issue you are having as well as why you are doing it. We might know an easier way to accomplish what you are trying to do.
Is Everything Up To Date?
How Is Your Testing Environment Set-Up?
- What operating system are you running the server on
- What devices are you subscribing from? What operating systems are they using?
- What devices are you broadcasting from? What operating systems are they using?
- Are you running the server locally or on a web service?
What Are You Doing?
This can be the hardest one to describe. In order to replicate and test your issue it is useful to have a list of reproducible steps.
- What program are you running? Is it a custom application or one of our Github examples?
- What steps do you take to cause this error/issue? Push a button? Click on a file? Run a command?
What Do the Logs Say?
- Collect your server logs
- Collect your Android logs
- Collect your iOS logs
- Bonus points – Research what your error messages mean – like this iOS programmer
While your issue might seem to be straightforward to you, it might be difficult to pinpoint the exact issue without this information. What’s clear to one person can be muddy to another. Breaking down your problem into parts ensures that your exact issue (or issues) get solved. We want the technical support process to help solve your problems rather than cause more!
Lastly, please let us know if any of our documentation is unclear or if you need clarification for one of our answers. We are always working to improve our product and the information on how to use it. Your feedback is a valuable part of this process and we thank you for it!