Get Help for Wowza ClearCaster

Wowza™ Media Systems offers a variety of learning and support resources to Wowza ClearCaster™ users. Our documentation can help you set up and use the ClearCaster to distribute live video streams. And you can connect with other ClearCaster users in our Wowza ClearCaster community forum.

In addition, Wowza Support engineers are available 24x7 to give you a helping hand. This article describes how to contact Wowza Support and what information you should have ready so that your ClearCaster Support engineer can help you fix any issues as quickly as possible.

Note: To learn about the variety of support resources that we offer to our user community, see our Support Resources webpage.

Contact Wowza Support


If you have a Wowza Account
Valid Wowza account holders (and Support Contacts associated with the account) can open a Wowza ClearCaster Support Ticket online. You can submit the required information in the Support Ticket form to generate an email message or chat text message, and the next available Wowza Support Engineer will assist you. Wowza Media Systems also offers 24x7 phone support to ClearCaster users.

If you don't have a Wowza Account
To open a Wowza ClearCaster Support Ticket online, you can have a valid Wowza account holder add you as a Support Contact to the account. Otherwise, you must use the phone support option provided by Wowza Media Systems.

Note: Most Wowza Support Engineers can only speak the English language. If you don't speak English, open a Wowza ClearCaster Support Ticket online.

What information to provide to Wowza Support


You must provide a valid ClearCaster serial number to get support. It's also usually helpful to know the version of the software running on the ClearCaster appliance. Whether you fill out the online support ticket or speak to a support engineer on the telephone, be ready to describe the problem you're experiencing including details about the video source, network connection, errors displayed in the ClearCaster LCD, and steps to reproduce the issue.

Note: Be sure to check the Wowza ClearCaster release notes to see if a more recent software version is available that fixes your ClearCaster issue.

Find your Wowza ClearCaster serial number


When contacting Wowza Support, you must provide a valid ClearCaster serial number. The following are the ways you can find the serial number for your ClearCaster appliance.

If you registered your ClearCaster with Wowza

  1. Make sure that the ClearCaster appliance is turned on.
  2. Sign in to Wowza ClearCaster Manager at universal.clearcaster.wowza.com with your Wowza account, and set the toggle at the top to Universal mode or Facebook mode.
    • In universal mode, click the Manage tab.
      On the Encoders tab, see the Serial Number of the ClearCaster.
    • In Facebook mode, click Info next to the name of the ClearCaster for which you want to see information.
      In the Settings dialog, see the Serial Number.

On the ClearCaster LCD

  1. Use the LCD menu button controls to navigate to the Settings Menu.
  2. From the Settings Menu, select Support > Serial Number and UUIDs.

A sticker on the ClearCaster appliance

Find the serial number on a sticker pasted to the back or bottom of the ClearCaster appliance.

Find your Wowza ClearCaster encoder UUID


You may need to know the encoder UUID for your ClearCaster appliance. There are two ways to find that: through the Wowza ClearCaster Manager or on the ClearCaster LCD screen.

If you registered your ClearCaster with Wowza

  1. Make sure that the ClearCaster appliance is turned on.
  2. Sign in to Wowza ClearCaster Manager at clearcaster.wowza.com with your Wowza account, and set the toggle at the top to Facebook mode.
  3. Click Info next to the name of the ClearCaster for which you want to see information.
  4. In the Settings dialog, see the Encoder UUID.

On the ClearCaster LCD

  1. Use the LCD menu button controls to navigate to the Settings Menu.
  2. From the Settings Menu, select Support > Serial Number and UUIDs.

Find Wowza Support phone numbers


Note: Most Wowza Support Engineers can only speak the English language. If you don't speak English, open a Wowza ClearCaster Support Ticket online.

You can use the following methods to find Wowza Support telephone numbers:

If you registered your ClearCaster with Wowza

Sign in to Wowza ClearCaster Manager at clearcaster.wowza.com with your Wowza account. Ensure the toggle at the top points to Facebook mode, and then click the Support tab at the top of the page.

On the ClearCaster LCD

  1. Use the LCD menu button controls to navigate to the Settings Menu.
  2. From the Settings Menu, select Support > Contact us.

A sticker on the ClearCaster appliance

Find the telephone numbers on a sticker pasted to the back or bottom of the ClearCaster appliance.

Add support contacts for your Wowza ClearCaster


If you share access to your Wowza ClearCaster with others in your organization, you can add up to five support contacts to your Wowza account. Adding users as support contacts will give them access to the appliance through the Wowza ClearCaster Manager and access to technical support.

  1. Go to the My Account page and sign in with your Wowza Account.
  2. Click the My Support tab.
  3. In the Manage Support Contacts section, click + Add.
  4. Enter the requested information for the support contact, and click Save.

    After you add a support contact, the new contact must create their own Wowza account if they don't already have one. They then have access to the shared ClearCaster appliance in the Wowza ClearCaster Manager as well as technical support.