HOW TO: Report an issue using the "Contact Softron Support" menu (Legacy Versions)

This article details how to send us logs and create a support ticket should you experience any issue with software released before June 2025.

WARNING. This article is valid for applications released before June 2025, with the new license system and Softron License Manager. If you are using the latest versions of our applications, read this article.

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...

If you can't access the "Contact Support" 

If you have a Softron application that was released prior to April 24, 2013, the "Contact Softron Support" menu is not available so be sure to download the latest version of the application you use.  If it you are not able to get to the "Contact Softron Support", or if you have a Softron application that was released prior to April 24, 2013, then you can collect all logs manually. Please follow the steps explained in this article.

Submit a support ticket 

The easiest way to submit a ticket to Softron is to use the menu "Help > Contact Softron Support" because all files that we need will be gathered for you and you will not have to find them individually and send them to us. 

Confidentiality Note - We care about your privacy

The "Contact Softron Support" option does not gather any personal information from your computer. It will only gather logs and system configurations that we need to provide you a quick and easy support, and those information are only used for the support request.

If you want to check first what you will send us, simply unzip the file. No other information is sent to us. 

Submit a new ticket or update existing tickets are unavailable

When you select the menu "Help > Contact Softron Support", you will see this window:

As of February 2025, the "Submit New Ticket" and "Update Existing Ticket" features are not available anymore, due to recent adjustments to our systems. You can only use the "Collect Logs" feature.

With the latest versions of our applications, we have a new "Contact Support..." that will automatically collect the logs, and then automatically fill some fields on a web browser.

If you need to send us logs, the best is to update to the latest versions. If you can not, read below to know how you can reach out for support.

Collecting Logs with our Legacy applications

If your computer does not have access to the Internet , you will be able to select "Collect Logs" and send the logs from a different computer.

Description

You will just need to

• enter the incident date (so we know which logs we should gather),
• If you are using "Contact Softron Support" from a playout application such as OnTheAir Video, OnTheAir Video Express, or OnTheAir Live, you will have an additional table called "Playlists Involved". This allows you yo link any playlist that shows an issue. Attach playlists only if you think that specific playlists are presenting issues.
• Acknowledge that you did not find an answer in the Knowledge Base.
• Once done, click on "Collect Logs...".

Select where you want to save the zip file

You will first have to select a location where you want to store the logs.

As soon as you confirm your password, we will collect the logs, zip the file, update the ticket on the support desk, and upload the files. You should see a status of each "step".

Confirmation

This window will show you where the zip file has been created. 

Note that if you had the issue happening multiple times, you may gather multiple dates for the same issue, just click on "Go Back" and pick another date.

Uploading logs to a file sharing service

You can then upload the zip file to any file sharing service that you want. You can also upload it to our WeTransfer page. 

Create a Support Ticket

Then once uploaded, create a support ticket on our support desk. Make sure to:

• Include the link to the logs you have just uploaded.
• If screenshots or screen recordings could help illustrate the issue, feel free to send those too.
• Include the exact date and time of the issue and any specific file names involved, as well as reproducible steps.
• Indicate your macOS version, which computer you are using, etc...
• provide us with as much info as you can. The more info we have, the quicker the support will be.