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Select the product most relevant to your issue.

Check the bottom of the page for info on response times.

Is this an issue on Live or VOD content?

Describe the issue in detail. Include links and screenshots. The more details you provide the quicker we'll be able to help.

Describe the current behaviour.

A description of the expected behaviour.

Provide the steps to reproduce the issue.

Provide a reproduction page with the issue.

Include any relevant console and/or network logs, JW Player error codes, and for DASH streams (e.g. Chrome browser) include Shaka Player codes as well.

What player version are you using (e.g 8.25.7)

Any additional frameworks or wrappers used in your implementation.

Provide the Site ID (if using the JW Platform for content delivery).

Media ID of the video (if using the JW Platform for content delivery).

Channel ID of the affected Instant Live Channel.

The device (Android, iOS, laptop, etc) and OS version where the error occurred.

Which OS(s) & version(s) was used when the error occurred?

Which browser (and version) was used when the error occurred?

e.g iPhone 13 Pro, A2483.

All requests to and from Studio DRM services will have a header called x-request-id.

Provide a token that was used during the request.

Relevant DRM Policy ID.

The response code returned from the failed request (400, 500, etc).

What networks did the issue occur on (Home, Work, Cell)?

Which library you are using?

What method are you using to make this request?

What route are you using to make this request?

What parameters are you sending in the request body?

Provide a snippet of the code you are having issues with.

e.g. Media ID, Playlist ID, Player ID.

IMA, Chromecast, etc.

Provide the link to a zipped source project that reproduces the issue.

The frequency at which the issue is occurring.

What kind of ad are you having issues with?

What's the ID of the ad schedule you are having issues with?

Provide an ad tag that demonstrates the issue.

Which metrics are showing data discrepancies?

The email of your InPlayer account.

The InPlayer Dashboard URL to the Asset / Package / Voucher / etc that is not behaving as expected.

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    Response times

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    5 minutes 15 minutes
    1 hours* 2 hours*
    4 hours* 8 hours*
    4 hours* 16 hours*

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