Self-Submitting Unit Logs to LiveU

You can now ask your LiveU Solo unit to send its internal logs to our central system directly - a process you worked with support to do previously.

Below are some guidelines and details on how to use this feature.

When to Submit Logs

The ability to submit logs from the unit can be used by anyone logged into the Solo portal (https://solo.liveu.tv).  Some suggested times to consider submitting your logs:

• When you had a technical issue that involves the LiveU Solo unit itself you would like LiveU support to investigate, such as an unexpected stream stop, or modems failing to connect to networks you expect them to connect to - please note, issues related to the functionality of the LiveU Portal itself (such as having trouble logging into Facebook or YouTube) should not be diagnosed this way, instead, just open a support case using the Support link in the upper right menu
• When LiveU Supports direct you to submit your logs as part of another case

How to Submit Logs

In order for your unit to transmit logs, it must:

1. Be powered on
2. Be connected to the internet
3. Not be transmitting 

Submitting logs can take up to 20 minutes depending on your network connections, so plan accordingly if you are submitting logs during a production or shoot.

Once ready, just log into the Solo portal, and click Send Unit Logs:

You will be prompted to fill in some information about why you are submitting logs.  If possible, please include all the details you can here:

• Approximate time including what timezone you are in of the issue
• What happened 
• What your video source was including make and model of the camera or switcher
• What connections were in use at the time including what networks modems were connected to if using modems

If you do not know some of this information, just include all you can - every detail helps!  

What Happens When You Submit Logs

Your LiveU unit will show a status screen on the small display showing that it is in the process of transmitting the log data to our backend.  Once complete, the portal will automatically open a support case associated to the email address of your logged in user, with the information you included in the prompt and the log data in our backend.  When support responds to this case, the response will be sent to the email address associated with your account.  Please note, the logs are accessible to LiveU Support staff but not to users.  Submitting the logs via this feature will not send you the log information, it instead sends it to our support team.

From there, the case will be treated along with other cases created through the log submission tool as well as normal cases from email and chat.  Look for a response from LiveU Support in the email mailbox for the email account associated with your LiveU Solo portal login!