Frequently Asked Questions

QUESTION:

How do I submit my logs for the support team to investigate my issue?

ANSWER:

If troubleshooting Autoscaling issues, please see Autoscale Log Settings and Collection in our documentation.

Server:

1. To get as much info as possible, please adjust the logging level according to our Server Logging Levels document.

2. Run your application and reproduce the error you are experiencing.  Please take note of these exact steps in as much detail as possible so that the Support Team can reproduce your issue.

3. In your server directory, open the folder where your Red5 Pro server is located.

4.  Open the log folder and find the red5.log file

5.  Attach the red5.log to a message to the support team, fill out the requested information and we will get back to you as soon as possible.

Android:

While running Android Studio, with your device plugged into your system:

1. In the bottom left of the screen, click on “Android Monitor”.  Make sure “logcat” is selected.

2. Delete current logs by clicking on the trash can on the top left of the Monitor.

3. Run your application and reproduce the error you are experiencing. Please take note of these exact steps in as much detail as possible so that the Support Team can reproduce your issue.

4. Copy the entire log file and paste into a text file (Google Doc, Microsoft Word, .txt file etc.)

5. Send the Support Team a message.

6. Fill out the required information, attach the file at the bottom of the request and send it in.

8. We shall respond as soon as possible!

iOS:

While running Xcode and with your device plugged in:

1. Replicate the problem you are experiencing.  Please take note of the exact steps you are taking in as much detail as possible so that the Support Team can replicate your issue.
2. Open up the Debug area by clicking on the rectangle icon in the top right.

3. Copy and paste the messages into your text editor of choice (Google Docs, Microsoft Word, .txt file etc. )

4. Send the Support Team a message.

     5. Fill out the required information, attach the file at the bottom of the request and we will respond to you as soon as possible!

NOTE: If at all possible, copy and paste the text of an error into the helpdesk ticket, rather than attaching a screen shot.