Something broke during a live broadcast — how do I get help fast?
Open a ticket marked Urgent straight away and lead with the impact: what’s broken, who can’t watch or pay, and that you’re on air now. Then call or WhatsApp +1 202 555 0147 as well.
Check this first
- 1Look at /status
Open /status to see whether an incident affecting MediaCore2 platforms has been published.
- 2Check your own signal
Look at the stream’s card in Studio → Feed Console → Feed Hub, and at your encoder. A stream that never arrives is usually the encoder or the venue connection.
- 3Open an urgent ticket
Go to /help/ticket and choose Urgent under How urgent is it?. Start with one line: what’s broken, who it affects and that you’re live now.
- 4Call or WhatsApp too
After you send the ticket, call or WhatsApp +1 202 555 0147 so the team knows it’s waiting.
- 5Stay reachable
Keep one person on your side available. If you change a broadcast setting, add what you changed and when to the same ticket.
Pick the urgency by impact
| Choose | When | Say in your first line |
|---|---|---|
| Urgent | A live broadcast, payments or sign-in is down for your audience right now — nobody can play tonight’s game, or no purchase goes through | Live now, since when, and the event link |
| High | Something your audience uses is broken and there’s no workaround — one TV app won’t sign anyone in | Which devices, apps or destinations, and when you’re next live |
| Normal | Something isn’t working as expected, but there’s a workaround | What you expected and what happened |
| Low | A question, a cosmetic issue or a request | That it isn’t time-critical |