HOW TO Report a bug in LSPro

If you encounter technical difficulties during a LSPro 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 several questions and possible misunderstandings and help reduce the time needed to solve your issue.

Information that needs to be in your ticket:

1. General Information

• LSPro Account Name and Id:
  

  First of all, please indicate the LSPro Account Name in question. 

  You can find the name of your account on the top right, also in the navigation bar and the LSPro Account Id is part of the browser URL.
  
  (https://lspro.movingimage.com/H4Z0hi0bRwcs****fk1aJ/-- the last part is the LSPro Account Id)

  - Please, copy the LSPro Account ID and paste it into the ticket.

  - Please note your LSPro Account name and include it in the ticket.

  
  
  
  - LSPro Event Information
  

  • It is essential that your ticket includes information about the event that shows an unexpected behavior.

    - In the left side panel, select "Events" 

    - Click on the specific event.

    - Copy the event name and paste it into the ticket. It is important for us to have the event ID.
    Event ID is the last part of the URL: https://lspro.movingimage.com/H4Z0hi0bRwcs***aJ/event-summary/gIuGmCo7****hTbzHgi
    LSPro Account ID is H4Z0hi0bRwcs***aJ ,  and event ID IS gIuGmCo7****hTbzHgi. 

    - Note the event date and the time and include this information in the ticket.
    
    

    2. Bug Information

    • Status

    When describing a bug, please always mention the status (pre-live, post-live, live, video-on-demand (VOD) or test preview) 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 LSPro, LSPro Studio,or LSPro Viewer

    - 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 Viewer but it is shown an error message, etc.). Give a guideline how the other can reproduce this behaviour.

    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".

     

    The following point is particularly important if the event is protected (e.g. SSO- Protection, Access Code) 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 event is public, you can just provide the link to it, with a screenshot/an accurate description. Of course, if you can provide this 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.

    How to make screenshots with Mac is documented here, for Windows users here: type "Screenshot" and press enter.

    

    - Repeat these steps for all red rows and all web pages, where you spotted an unexpected behavior.

    - Attach the screenshot(s) to the ticket.
    
    For more detailed info, please refer to this: https://support.movingimage.com/hc/en-150/articles/13381814850204-Developer-Tools
    
    5- Additional Infos
    
    Having more information at our disposal enables us to fasten the identification of issues. Please share the answers of the relevant questions when you are creating a ticket:
    
    

    - Event ID

    - The event status: prelive, live or postlive ?

    - If it's a postlive event, when the event started/stopped ?

    - To which servers the customer are streaming to ?

    - The customer is able to stream to both primary and backup servers ?

    - If not, what are the error the customer receive on the encoder ?

    - If yes: What are the status of the servers on the Studio on RTMP Stream Status panel ?
    For more info: https://help.movingimage.com/docs/livestream-studio

    - The preview of the event shows the video being sent?

    - The customer is using the same encoder that was used on the last events ?

    - Any errors are being shown on the network tab of the browser console ?

    - This event had any type of "test stream" happening before the real event ?

    - The event has DVR setting enabled ?
    - Please share the error messages, sometimes we need to check the request URL.
    -Does the issue affect all the users?
    
    These are the common questions we ask, when we receive an email related to a bug.