1. Log in to the Client Dashboard:
– Login to the client’s dashboard.
2. Check the Source from the Client Side:
– Verify if the source is successfully being received from the client’s side encoder for the specific stream-facing issues.
3. Check Source Status (Red/Green):
– Evaluate the status indicator (red/green) to ascertain whether the source is being received from the encoder.
4. Stream Preview Check:
– If the status is red, inform the client about the absence of a source from the encoder.
– If the status is green, proceed to the “Manage” section and verify the working status of the stream preview.
– Check the security feature if any is enabled.
5. Resave Stream or Restart:
– If the stream preview is not operational, initiate a resave of the stream.
– Allow time for the deployment process to conclude.
6. Post Deployment Check:
– After deployment, reevaluate the stream preview to ensure proper functionality.
7. Check source URL:
– Check the ping, curl, tracert results.
– Check the server and deliver the package properly to the end server.
– Ask the customer to share the ping results from their end.
8. Change Server and Resave:
– If necessary, change the server associated with the stream.
– Resave or restart the stream settings.
9. Final Verification:
– Confirm that the stream preview is now operational.
10. Escalation to L2 (If Required): – If the issue persists, escalate the matter to Level 2 support for a more in-depth investigation.