Answers written for the people running a MediaCore2 platform — the likely cause first, the fix second — and a direct line to the team when an answer isn’t enough.
- 7 answersGoing live & streams
Encoders, start times, cameras, simulcast, stutter, replays and countdowns: what to check when a broadcast doesn’t behave.
- 8 answersPlayback & viewers
When a viewer can’t play, can’t find something, sees the wrong time or loses their place: what to check first.
- 8 answersPayments & access
Viewers who paid but can’t watch, missing payment options, codes, refunds, season passes, trials, comps and form fees.
- 6 answersApps & TV sign-in
TV QR sign-in, launch artwork, device limits, where the apps are, mobile ads and push notifications.
- 7 answersScoring & sports
Fix a scorer who can’t find the game, a score that won’t move, a locked final that needs correcting, and team pages that won’t show.
- 7 answersStudio access & your team
Work out why someone can’t see part of the Studio, get a person back in, and take access away cleanly when they leave.
- 8 answersYour site & content
Wording, logos and colours, menus, link previews, your domain, image quality, maintenance mode and footer pages — fast fixes when your site doesn’t look the way you set it.
- 7 answersWorking with TKDS support
How to reach the right person at TKDS, what to put in a ticket, what to do when a broadcast is at risk, and where incidents, feature requests and contract questions go.
- 01Going live & streamsMy encoder won’t connectAlmost always the push address or key doesn’t match the Studio. Re-copy both with the Copy buttons, paste them into the encoder again and restart the stream.
- 02Playback & viewersA viewer can’t play a video or eventThe message on their watch page names the reason: sign in, a subscription, a ticket or too many devices. Most “I paid and it won’t play” reports are the device limit.
- 03Payments & accessA viewer paid but still sees the paywallMost often the account is over its plan’s device limit, or the purchase never confirmed because the buyer didn’t come back to your site after paying. Check their devices first, then the payment’s status in the Studio.
- 04Apps & TV sign-inThe QR code on the TV keeps expiringEach code works for 120 seconds and only once. Sign the phone in before you show the code, then scan and approve straight away.
- 05Scoring & sportsMy scorer can’t see the game in the scoring appThe scoring app only lists events set to Active with the live scoring tile switched on. Check both on the event, then check the scorer’s role.
- 06Studio access & your teamA staff member can’t see part of the StudioThe sidebar shows only what a person’s role allows and what your platform has switched on. Check their role for the permission that opens the page, then check the feature switch.
Cairo, Egypt handles engineering, support and onboarding, Sunday to Thursday, 10:00–18:00 Cairo time. Ohio, United States handles North America sales and contracts, Monday to Friday, 09:00–17:00 US Eastern time.
Still stuck? Talk to the team.
Open a ticket with what you see, on which platform and when it started. For a broadcast that’s down right now, call or WhatsApp as well.