Working with TKDS support
Is MediaCore2 having an outage, or is it just us?
Quick answer
Check /status — incidents affecting MediaCore2 platforms are published there. If nothing is listed, run the quick checks below and open a ticket rather than waiting for something to appear.
Check this first
- 1Open /status
Read /status. Incidents are written up there: what happened, what it touched and what changed afterwards.
- 2Try another network
Open your site on a phone using mobile data as well as your office connection.
- 3Rule out your own switches
Check maintenance mode, the module’s feature switch and whether a payment provider is still in test mode — the table below shows where.
- 4Report it anyway
If nothing is published and the checks don’t explain it, open a ticket at /help/ticket.
Likely cause → fix
| What you see | Likely cause | Fix |
|---|---|---|
| Your website shows a holding page, but the apps work | Maintenance mode is on | Click Bring site back online in Studio → System → Settings → System → Maintenance. |
| One stream is down and everything else works | The encoder or the venue connection | Work through Troubleshooting a stream. |
| Payments complete but no money arrives, or plan checkout shows a Test mode label | The provider’s Environment is still Sandbox | An administrator sets it to Live in Studio → Management → Payments → Gateways. |
| A whole section is missing from the site | Its feature switch is off | Switch it on in Studio → System → Settings → Content → Features. |
| Nothing loads, on several networks and devices | A wider problem | Open a ticket now and say whether you’re on air. |
The full guide
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