How to send a player log to Ustream Support

If you experience problems viewing a particular stream, sending a log to our support team will help us troubleshoot and potentially find the root cause of the issue(s).

To send logs from the html5 player, follow these steps:
  1. Click inside the player. This sets the cursor and browser focus inside of the player.
  2. Right-Click inside the player (CTRL+Click on Mac).
  3. Click on 'Report playback issue', and then select the type of issue you are experiencing from the dropdown menu. Then click 'Send'.

  4. Click "Copy log ID." or do a standard copy/paste of the alphanumeric code that appears.

  5. Submit a ticket explaining the issue, pasting the log ID that you just copied. Please note that while the first instinct when encountering a problem would be to refresh the video player, doing so will also "reset" the experience and result in generating a new log. Only send a log immediately after encountering a viewing problem.
To send logs from a legacy flash player, follow these steps:
  1. Click inside the player.
  2. Type "log" (without the quotes).
  3. Right-Click inside the player (CTRL+Click on Mac).
  4. Select "Send log."
  5. Click "Copy log ID."
  6. Submit a ticket explaining the issue, pasting the log ID that you just copied. The log ID is a string of alphanumeric characters that will look something like this:

    Please note that while the first instinct when encountering a problem would be to refresh the video player, doing so will also "reset" the experience and result in generating a new log. Only send a log immediately after encountering a viewing problem. To disable the ability to send logs, just redo steps 1 & 2.

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