Get help for Wowza Player

Learn how to get help for Wowza Player issues.

Visit the Wowza Player forum


You can get help from Wowza experts around the world in our Wowza Player forum. Search for an answer, post your question, or answer other users' questions.  

Get technical support from Wowza


Sometimes you need a helping hand. Wowza technical support engineers around the world are available to help you achieve streaming success with Wowza Player. If you need help with Wowza Player or Wowza Player Builder, contact Wowza Technical Support. Be sure to choose the webform for the Wowza software or service that's delivering the stream to your Wowza Player.
   
When describing your Wowza Player in the ticket webform, be sure to select Wowza Player in the Area list so that your issue can be addressed most efficiently by a Wowza technical support engineer.
 
Note: To learn about the variety of support resources that we offer to our user community, see the Wowza Product Support Portal.

Identify your stream type and Wowza Player version number


When requesting help for Wowza Player on the forum or through a support request, we recommend you identify your stream type:

  • HLS stream
  • ultra low latency/WOWZ over Websocket stream

We also recommend identifying your Wowza Player version number. On the Player Builder page or your webpage, right-click on the player object. Both HTML5 and Flash pop-up menus include the player version number.

Generate a HAR file


If you submit a support ticket for Wowza Player, the Wowza technical support team may ask you to provide a HAR (HTTP Archive) file in addition to your Wowza Player version and type. A HAR file is a log of network requests and responses between a browser and the servers it's communicating with. 

While capturing a HAR file, you can take a screenshot of the console to help in troubleshooting Wowza Player issues.

Note: When capturing a HAR file, close unecessary browser windows to restrict the amount of captured data. You only want to capture information relevant for Wowza Player debugging.

Chrome

  1. Open your webpage containing the Wowza Player embed code in Chrome.
  2. Click the Chrome menu (  ) in the top-right of the browser window, and select More Tools, then Developer Tools.
  3. Click the Network tab, and select Preserve log
    A red circle on the left of the Developer Tools panel indicates that Chrome is capturing network requests. 
  4. Refresh the page, and perform steps to reproduce the issue with Wowza Player.
  5. When you're done, click the red circle to stop capturing requests.
  6. Right-click within the list of network requests and select Save as HAR with Content.
  7. Save the HAR file.
  8. Click the Console tab, expand the panel so that you can see most of its contents, then take a screenshot.
  9. Upload the HAR file and console screenshot to your support ticket.

Safari

Note: If you don't have the Safari Develop menu enabled, see Use the developer tools in the Develop menu in Safari on Mac to set it up.
  1. Open your webpage containing the Wowza Player embed code in Safari.
  2. In the Safari navigation menu, click Develop and select Show Web Inspector.
  3. Click the Network tab. 
  4. Perform the steps to reproduce the issue with Wowza Player.
  5. When you're done, click the Download Web Archive icon (down arrow).
  6. Save the HAR file.
  7. Click the Console tab, expand the panel so that you can see most of its contents, then take a screenshot.
  8. Upload the HAR file and console screenshot to your support ticket.

Firefox

  1. Open your webpage containing the Wowza Player embed code in Firefox.
  2. Click the Firefox menu (  ), click Web Developer and select Network.
  3. Click the Network tab, and select Persist Logs
  4. Refresh the page, and perform steps to reproduce the issue with Wowza Player.
  5. When you're done, right-click within the list of network requests, and select Save All As HAR.
  6. Save the HAR file.
  7. Click the Console tab, expand the panel so that you can see most of its contents, then take a screenshot.
  8. Upload the HAR file and console screenshot to your support ticket.

Microsoft Edge

  1. Open your webpage containing the Wowza Player embed code in Microsoft Edge.
  2. Click the Edge menu (  ), click More Tools, click Developer Tools, and select the Network tab.
  3. Clear the Clear entries on navigate option (blue arrow with red X).
  4. Ensure that the Start Profiling Session button is enabled.
  5. Refresh the page, and perform steps to reproduce the issue with Wowza Player.
  6. When you're done, click the Export as HAR icon (  ).
  7. Save the HAR file.
  8. Click the Console tab, expand the panel so that you can see most of its contents, then take a screenshot.
  9. Upload the HAR file and console screenshot to your support ticket.

Internet Explorer

  1. Open your webpage containing the Wowza Player embed code in Internet Explorer 11.
  2. On your keyboard, press F12, or click the gear icon and select F12 Developer Tools
  3. Select the Network tab.
  4. Clear the Clear entries on navigate option (blue arrow with red X).
  5. Ensure that the Start Profiling Session button is enabled.
  6. Refresh the page, and perform steps to reproduce the issue with Wowza Player.
  7. When you're done, click the Export as HAR icon (  ).
  8. Save the HAR file.
  9. Click the Console tab, expand the panel so that you can see most of its contents, then take a screenshot.
  10. Upload the HAR file and console screenshot to your support ticket.