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Select the product most relevant to your issue.

Request priority

Is this an issue for Live/VOD content?

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

A description of the current behaviour.

A description of the expected behaviour.

Provide the steps to reproduce the issue.

Provide a reproduction page with the issue.

Please include any relevant console and/or network logs, JW Player error codes, and if it is a DASH stream (e.g. Chrome browser) include Shaka Player codes as well.

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

What is the latest player version working as expected? (e.g 8.23.1)

What is the type of player used?

Any additional frameworks or wrappers used in your implementation

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

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

Channel ID of the affected Instant Live Channel

Did the error occur on an Android / iOS device, laptop, etc - include the version number being used.

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

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

Provide the Device/Simulator make and model (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.

Which of the following are affected Widevine / FairPlay / PlayReady license

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)?

Provide the relevant content / stream URLs (e.g. the failing video)

Provide the License Server URLs

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 code that you are having issues with

For example: Media ID, Playlist ID, Player ID

Android version used

iOS version used

(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 is the ID of the ad schedule you are having issues with?

Please provide an ad tag that demonstrates the described issue

For which metrics are you seeing data discrepancies?

GUID of event or full URL

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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