Troubleshooting Mediasite

1. General process
   • Check the status pages above
   • Reproduce on another presentation & browser
   • Ask someone else to reproduce (with URL)
   • Reproduce directly on Mediasite Cloud (if possible)
2. Submit a support ticket
   • Include URLs to example(s)
   • Additional information listed below (HAR, recorder logs, etc)
3. Support ticket URL into group chat

Mediasite Cloud

Mediasite Release Notes

Recorder Downloads

Youtube Videos

API Outage

• Live sessions missing from proceeding pages
• Player may not load on CVN (or ask for Mediasite login)
• Search may not work on Mediasite Cloud

• CVN Status Page (API calls will not say "200 OK")

Live Playback Issues

• Archive playback works without problems
• Live playback pauses, buffers or stutters
• Live presentations may fail to fully load player (video never appears)

• Timestamp
• URL of live presentations on MSL Cloud

• Restart live stream(s) individually

• Live server goes offline in MSL Cloud
• Live stream fails to migrate to alternate server

Slides Delayed on Live Stream

• Usually upload bandwidth issues and/or packet loss
• Teamviewer using too much bandwidth