HOW TO: Report an error or bug to the Support Team ?

Check the Knowledge Base

Before submitting a new ticket, always remember of course to check the Knowledge Base first. There's a lot of information available there and you will most probably find an answer to your question or issue directly there. It is not because submitting a ticket is easy that you must submit one each time you have a question ;-)

 

Contact your reseller or integrator

Some issues are related to a setup issue. While we have a lot of experience with setup, we can not replace an integrator who knows your configuration and can know where the issue comes from. Remember that if you see the playout or the ingest software having issues, the problem usually comes from a different part: the storage has issues, the video card, your CPU is too busy, etc...

 

Submit a support ticket 

Once you have checked the Knowledge Base (KB), checked that it was not a setup issue, or any other problem, you will need to submit a ticket on the support desk.

 

If the computer is connected to the internet 

The easiest way to submit a ticket to us is to use the menu "Help > Contact Softron Support" (or for OnTheAir Node, the System Preferences "Contact Support..." button), then select "Create New Ticket" and follow the on screen instructions.  If you need some explanations, you can find more info here.

 

If the computer is NOT connected to the internet

If your computer is not connected to the internet (or if it's too slow to upload the large logs), you won't be able to create a ticket directly, but use the menu "Help > Contact Softron Support" (or for OnTheAir Node, the System Preferences "Contact Support..." button), and then select "Collect Logs" and follow the on screen instructions.  If you need some explanations, you can find more info here.

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