HOW TO Report an issue in LSPro

If you experience technical difficulties in LSPro, please report them by opening a support ticket. This article provides guidelines on what information should be included in your ticket to help us resolve your issue quickly and effectively.

Information to Include in Your Ticket

1. General Event Information

To better assist you, please provide the following event-related details in your support ticket:

• Event URL: Including the event URL will allow us to investigate the issue more thoroughly. Even if the problem is general, the URL may help us reproduce the issue.
  Example: https://lspro.movingimage.com/H4Z0hi0bRwcs***aJ/event-summary/gIuGmCo7****hTbzHgi
  • LSPro Account ID: H4Z0hi0bRwcs***aJ
  • Event ID: gIuGmCo7****hTbzHgi

2. Detailed Information About the Issue

When describing the issue, please provide as much detail as possible:

• Event Status: Mention the event status when the unexpected behavior occurred. Is it pre-live, live, post-live, video-on-demand (VOD), or test preview?

• Description of the Behavior:

  • Specify whether the issue is occurring in LSPro, LSPro Operator, or LSPro Viewer.
  • Identify the affected component/feature (e.g., player, chat, layout, presentation).
  • Describe the issue clearly by comparing the expected vs. actual behavior. For example:
    • “I expected the user would be able to send a chat message, but no chat appears.”
    • “I selected a video from my VMPro account and I expected to see a pre-live video, but instead, I see an error message.”
    • Provide a guideline on how the issue can be reproduced.
      
      

• Additional Questions to Answer:

  • Event ID
  • Event status: pre-live, live, or post-live?
  • For post-live events, when did the event start and end?
  • For specific features/ sections, please mention it and explain the issue and behaviour.
  • To which servers are/were you streaming?
  • Were you able to stream to both primary and backup servers?
    • If not, what error did you receive on the encoder?
    • If yes, what is the status of the servers in the Operator’s RTMP Stream Status panel? (For more info, visit Livestream Pro Operator)
  • Are any errors visible in the network tab of the browser console?
  • Does the issue affect all users and devices, or is it specific to certain users, locations, or devices? Please share the devices, locations or user emails.

3. Error Messages

Include any error messages you received while reproducing the issue. If possible, take screenshots of these errors to help us better understand the problem. For example:

• Error Message Example: “The video is not available.”

4. Using Developer Tools

To help us troubleshoot the issue, please follow these steps to capture any errors using your browser's developer tools:

• Open Developer Tools:

  • On Mac: Press Command + Option + J.
  • On Windows/Linux: Press Control + Shift + J.
  • Alternatively, in Chrome, click the three-dot menu > More Tools > Developer Tools.

• Reproduce the Issue:

  • Reload the video or perform the action that causes the issue.

• Access the Network Tab:

  • In Developer Tools, go to the Network tab.
  • Scroll down to find any red rows that indicate errors.

• Take Screenshots:

  • Select the red row, then take a screenshot of the Headers tab. 
  • Exporting the HAR File and sharing in the ticket would be also helpful. 

• Repeat for All Errors:

  • If there are multiple red rows or pages with unexpected behavior, repeat the process and attach all relevant screenshots or the HAR File to your ticket.

For further information on using Developer Tools, please refer to this guide: Developer Tools Guide.

By providing this information, you'll help us resolve your issue more efficiently, minimizing the time required for troubleshooting.