FAQ

Q. Why were channel configurations not saved after creation or modification?

When creating or modifying a channel, all configuration changes must be submitted by clicking Create Channel. Once submitted, LSS will validate and apply the configurations across relevant nodes. If not clicking Create Channel, any previous additions or modifications will not be saved or applied.

Q. What to do when LSS reports an Error Code?

When LSS reports an alert, such as LMS_INGEST_TIMESTAMP_JUMP or LMS_INGEST_TIMESTAMP_JUMPBACK, the first action is to reset the affected stream. In most cases, this action helps recover or mitigate the issue and restore normal playback.

If the issue persists after resetting:

• Identify the event type of the error.
• If the event belongs to the ingest event category, inspect or restart the encoder and verify the network connectivity between the encoder and the destination TA.
• For non-ingest-related errors that remain unresolved after resetting the stream, contact Conversant for further assistance.

Q. What to do when users report playback issues such as buffering, mosaic artefacts, or HTTP 404 errors?

First, determine the scope of impact:

• If the issue occurs on a few users, analyse the client-side logs, focusing on network connection quality and latency.
• If the issue affects all users, reset the stream and follow the same troubleshooting steps in the above FAQ question.