Start with the time the problem occurred, the affected account and device, the media or server action involved, and whether the same action works elsewhere.
Use the Server Console to review the relevant service, playback, scan, recording, or connection event. For playback problems, include the playback decision and transcoder log when one exists.
Protect private information
Before sharing diagnostics, remove account identifiers, email addresses, tokens, cookies, server routes, local paths, public addresses, and media names that should remain private. Do not paste an entire environment file or database into a support request.
Prefer a narrow export covering the failed operation and a short time window. More data is not automatically better evidence.