Writing Support Tickets

when reaching out to brightsign support for help, taking the time to write a good support ticket will go a long way towards a timely resolution of your issue ambiguous support tickets lacking important details will inevitably result in time consuming back and forth exchanges and a resultant delay in issue resolution support tickets should include the following information os version model number of player(s) description of issue observed behavior expected behavior impact attachments (setups, logs, dumps, recordings/screenshots) reproduction steps os version the specific version of the os on the player(s) for example, 9 0 120, 8 5 47, etc regression? regressions are instances where something that was previously working has either stopped working or is working less well this can be due to a number of factors, but if the timing of the issue coincides with an os upgrade, the problem could very well be due to the new os in such cases, providing brightsign with the last working os version will be very useful in identifying the root cause of the problem model number the specific model(s) of the player(s) affected for example, xc4055, xd1035, hd1025, etc description of issue clearly state the nature of the issue observed behavior what is the observed behavior or outcome? expected behavior what is the expected behavior or outcome? impact to better help us triage your ticket, please provide the issue’s impact level according to the following 1 critical issue affecting a large number of players 2 significant issue affecting a limited number of players 3 moderate issue affecting any number of players 4 relatively minor issue but should be addressed 5 suggestion, feature request, or general comment attachments the more info you can provide, the better setups, log files, and dump files are all extremely useful for troubleshooting and performing root cause analysis video recordings of the hdmi output and/or screenshots demonstrating the issue are also very helpful reproduction steps the ability of brightsign engineers to reproduce your issue is essential towards finding a solution in addition, it is important to isolate whether the problem lies with the cms or with the brightsign player or services list the exact steps to reproduce the problem, providing as much detail as possible to facilitate reproduction, please provide the following, listed in order of descending preference 1\ self contained image (most preferred) provide a self contained image of the storage device (e g , microsd card) “self contained” means that the player is able to run the image independent of the cms any required audio/video content is contained in the image and is not required to be downloaded from the cms provide details of the operating environment (setup, network configuration, etc ) brightsign will try to reproduce the issue by running the provided image on a similar player in a similar operating environment 2\ cms dependent image for non registered players provide an image of the storage device (e g , microsd card) in which the player retrieves audio/video content from the cms provide details about the network subscription and the process required to set up the player provide details of the operating environment (setup, network configuration, etc ) brightsign will try to reproduce the issue by running the provided image on a similar, non registered player (i e , the player is not registered with the cms) in a similar operating environment where the player retrieves the necessary content from the cms 3\ cms dependent image for registered players this is similar to #2 above with the exception that the player is registered with the cms 4\ image unavailable (least preferred) this is by far the least preferred option and typically results in the longest time to resolution not having an image makes it very difficult for brightsign engineers to reproduce the problem if an image cannot be provided, please provide explicit details about the player’s networking setup if a stream or other type of content is downloaded to the player, provide the exact stream address if the stream is private or live, please provide pcaps if we have difficulty reproducing the issue, we may ask for the player to be shipped back through our standard rma process testing as part of verifying potential solutions, brightsign may require that partners change the registry settings on a particular player or to perform follow up testing in some cases, we may request that you have a player available to us in the exact environment where the issue is being experienced implementation any proposed solution should be fully tested before deploying on a larger scale if deploying across more than one model, it is recommended to test the solution on all models intended for deployment instead of only the affected model we appreciate feedback regardless of whether or not the solution works if the proposed solution does not fix the problem, please let us know we may ask for additional info and will continue to work towards alternative solutions if the proposed solution does work, we want to know that too! workarounds may be suggested until a fix can be implemented in some cases, the workaround may end up being the recommended resolution plugins and workarounds may only work on specific versions of the os adherence to the guidelines above will help minimize the time to resolve your issue in addition, we recommend that partners be proactive by staying up to date with brightsign’s ongoing developments staying updated docid 9qxitapxa4vgfhyipqkjv