How to help Vidyard Support diagnose your issue

Overview

This guide will run through some of the items that the Support team finds useful when diagnosing or troubleshooting a problem.

The URL of where the player(s) are embedded.

This is the web address of where the Vidyard Player has been embedded. This could be on your domain, a Vidyard sharing page or a video hub. Simply grab the URL from the web browser and paste it into the support email. The embed location will help us replicate the problem and offer suggestions.

The Vidyard group name/ID

Sometimes a support ticket may related to configuration or setting within your Vidyard group. Let us know the Group ID which can be found in the URL following secure.vidyard.com/organizations/. You could be a member of many groups and this information reduces any guesswork.

OS and Browser version

Let us know the operating system (e.g. Windows 10, Mac OS x, etc) and browser that you are using (including the version). The version number is generally found under the Help or About information in your browser settings. In Chrome, you can use the shortcut: chrome://settings/help

These details are important because browsers on Mac OS do not always behave in the same way as Windows (and vice versa). Using this information will help us replicate the issue and check for browser-specific problems.

Any console logs if there are playback issues.

If you are finding a behaviour problem on the page where a player is embedded, console logs are vital in helping understand the cause.

The process for doing this is similar in most browsers. You can access the console by Right click > Inspect (Element) > Console Tab

If you see any text in red, this indicates a problem on the page. Screenshots of these messages will help.