Mediafly DocumentationTroubleshooting Mediafly SupportMediafly Support: Best practices for reporting an issue

Mediafly Support: Best practices for reporting an issue

When troubleshooting technical issues, it is important that Mediafly is able to reproduce the problem that you are reporting in order to address it.  

When reporting an issue, please specify steps required to replicate the problem, and also provide additional relevant specifics about the user(s), device and app version involved.  

Instructions to create a helpdesk ticket

Good Example

Good Example

This is a good example because it provides detail on the problem, users encountering the problem, the device/app/version and steps to reproduce the problem.

This user also created the ticket using our support portal which provides ability for users to track tickets http://support.mediafly.com/support-center/contact

Bad Example

Bad Example

This is a bad example because it lacks specifics, such as:

  • Which device are you using? Which platform (iOS, Android, Web player)?, Which user and which app version?
  • What steps have already been taken to resolve the problem?
  • What steps or details can be provided to us in order to reproduce the problem?