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Using the Video Support Player

Applies To:
HTTP LargeThis platform has been optimized to cache and deliver static content (e.g., HTML, CSS, JavaScript, ISO, multimedia, and software downloads, etc.) over HTTP or HTTPS.

The Video Support Player may be used to test and troubleshoot the playback of live and on-demand content.

To play a stream

  1. Navigate to the Video Support Player page.
  2. Perform one of the following:
    • Live Stream:
      1. Click to display the stream selection list.
      2. Click the LIVE MEDIA STREAMS tab.
      3. Select the desired live stream.
    • On-Demand Content: Type the player URL directly to the right of the icon.
    • Sample Media:
      1. Click to display the stream selection list.
      2. Click the SAMPLE MEDIA tab.
      3. Select the desired sample media.
  3. Optional. If the Select Player option displays multiple media players, then switch to a different player by clicking on it.
  4. Optional. If you are attempting to replicate an issue that is specific to a particular location, then perform the following steps:
    1. Find the POP Location option and then click which appears to the right of it. The Choose POP Location dialog box will appear.
    2. Click on the continent where users are experiencing issues. A list of the POPs for that continent will be displayed.
    3. Click on the desired city. The selected POP will be displayed next to the POP Location option.
      • More than one POP may be displayed next to a city. Check to see whether an issue is POP-specific by playing back from all POP locations in that city.
  5. Monitor the stream and playback statistics.

Certain capabilities (e.g., media player and POP selection) are only available for certain streaming technologies.

To submit troubleshooting data

  1. Navigate to the Video Support Player page.
  2. Play the desired stream for a reasonable length of time (e.g., 5 minutes).
  3. Click Export. A JSON file called "playerlog.json" will be downloaded. Send this file to Technical Customer Support.
More Information