Troubleshooting
Known problems with their fixes, and the pages that show what the server is doing.
- Troubleshooting
- Monitor: Technical tabMonitor › Technical: the server's deeper detail in one tab, on every plan. AI Queue, Hardware Pool, Exposed Hardware, Storage, Stream Health and Security. Open it after Monitor › Now and System when you hunt a fault: is the AI helper working, can it see the recordings folder, which channels fail their stream checks, who was refused. It refreshes every 10 seconds while it is shown. The old Live Status page and its layout editor are gone (2.9.498); old links to it open this tab.
- MonitorWhat is happening right now, in one place, on every plan. Sidebar › Monitor, right after Dashboard. Now: what needs you, who is watching what, the channels on air and the tuners. System: the tuners and their signal, the frequencies on air, timeshift, storage and graphics cards. Technical: AI jobs, the hardware pool and the devices the server sees, storage paths, stream checks and security events (the old Live Status page). Viewing: viewing figures (the next update; Analytics until then). Live Status and the Connections page open here.
- DashboardThe first screen: what is happening now and what needs you, as widgets you arrange yourself (2.9.478): the hero numbers, Activity, System health, Clients & billing, Right now, Who is watching, Recent activity, New registrations and Apps & stores, plus Monitor and Analytics widgets. Right now and Who is watching refresh every 15 seconds, the rest every 30 seconds.
- AnalyticsWho watched what, on which player, and when — plus a "Today" panel that answers "did this subscriber even log in today?" by name rather than by count. Open this after the Dashboard when the subscriber is not in the live stream list.
- Support TicketsConversations with your clients: what they write from the account page, the app, the TV and set-top box apps, the web form and your Telegram support group, and the conversations you start yourself. Since 2.9.324 it is an inbox: folders with counts on the left, the conversations in the middle, the open conversation on the right (on a phone one at a time, with Back). Every conversation has ONE status: "Needs your reply" or "Waiting for the client" while it is open, "Resolved", "Ignored" or "Good feedback" when it is closed. Two tabs: Inbox and Reply templates. The automatic reports (playback errors, app errors, TV start-up, remote key tests) are in Feedback Inbox.
- SupportYour own ticket channel to the BGPVR vendor about licensing, upgrades or billing — a thin client over the licence server's ticket system. This is NOT subscriber support: end-user tickets live under the separate "Support Tickets" nav item.