What to do if your stream got interrupted?

The best place to send all details about failure is support@teradek.com

*Please be aware that our support team answers cases by date of last message received, oldest first. Prematurely replying to an unanswered case or opening a new/duplicate case will only delay our response as it will push your spot back in the queue. We appreciate your business and patience and will get back to you as soon as we are able.*


What info you should provide sending a support request:

- Your account email/company name;
- Your Timezone, Date and appropriate time the stream was interrupted;
- Type of Hyperion connection (On-demand, Cloud, Self-hosted). If you have more than one Cloud or Self-Hosted Hyperion launched, you may need to specify which exactly by providing Name or Host;
- If you have more than 1 source connected to your account, please, specify which source was pushing the stream;
- Network setup: Ethernet, Wi-fi, Nodes etc
- If there was an error displayed on Core interface, please, take a screenshot and if the error has 'More Info' message, please click it;
-Diagnostic report from the device.

Before capturing a diagnostic log

• Make sure that the system time is set correctly on the device (using NTP or manually) so that entries in the diagnostic log will match your correct time
• If the behavior is easily reproduced, please power cycle the device so it's in a fresh state, allow it to fully reboot, then take the diagnostic log directly after the issue has been reproduced

WHEN TO CAPTURE THE DIAGNOSTIC LOG

HOW TO CAPTURE THE DIAGNOSTIC LOG

1. Log into the device's Web UI
2. Choose System Settings
3. Click Download Diagnostic Report
4. After several minutes your web browser will prompt you to save the file; your browser may automatically save this file to your default download location