How to send a player log to IBM Watson Media Support

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).

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. Then click 'Create Issue ID'.

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  4. Click "Copy ID." or do a standard copy/paste of the alphanumeric code that appears.

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  5. Submit a ticket explaining the issue, pasting the log ID that you just copied. Please note that 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.
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:

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  2. Select "Troubleshoot playback issue":

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  3. Then choose one of the options:

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  4. Then click Done.
  5. Select "Create Issue ID".
  6. Click "Copy ID":

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  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:
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