Request priority
Select the product most relevant:
Is this an issue for Live/VOD content?
Please enter the details of your request. A member of our support staff will respond as soon as possible.
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
