CMS Error logs

The CMS has a central “error log” which collects messages from all components in the platform which is a valuable resource when investigating issues.

How to collect CMS error logs

1. Click the Settings section of the main CMS menu
2. Click the Troubleshooting tab
3. Use the drop down menu and set Log Level to Debug
4. Set a date and time in the Elevate Log Until field

Ensure that this is set far enough into the future that the system can collect the logs required.

Export CMS error log file

1. Click the Advanced section of the main CMS menu
2. Click Log and use the Filters button to set a from date and time
3. Set additional filters to capture the required information
4. Click Apply Filter
5. Click the CSV button to export the log file

Contacting support

Open a new ticket via My Account ensuring you provide the following:

• The version of the software that you are using (both CMS and Player)
• Description of the issue you are experiencing
• Detailed steps so that the issue can be recreated by our team
• Attach the downloaded log file to the ticket
• Provide a screenshot of the Player Status page