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 being received from the client side for the stream the client is facing issues with.
3. Check Source Status (Red/Green):
– Evaluate the status indicator (red/green) to determine if we are getting the source or not.
– If it is Red inform the client we are not receiving the source.
– You can try saving the stream if the client says there is no issue from their end.
– Check the security feature if any is enabled.
4. Stream Preview Check:
– If the status is green, navigate to the “Manage” section.
– Check the stream preview to confirm if it’s working or not.
5. Resave Stream or Restart:
– If the stream preview is not working, resave the stream or initiate a restart.
– Wait for the deployment process to complete.
6. Post Deployment Check:
– After deployment, recheck the stream preview to ensure functionality.
7. Verification of Source Link:
– If the stream preview is still not working, inspect the source link’s functionality.
8. Change Server and Resave:
– If needed, change the server associated with the stream.
– Resave the stream settings.
9. Final Verification:
– Confirm that the stream preview is now working.
10. Escalation to L2 (If Required):
– If the issue persists, ask the customer for ping results & escalate the matter to Level 2 support for further investigation.