Good afternoon folks,
I hope we all agree that Subsonic is a FANTASTIC media streamer when it is working perfectly. And when it is NOT working perfectly, there are a whole bunch of people here who can help get it working...
But only if they have the information that they need to help diagnose the problem.
So this is an attempt at a guide for other to use when reporting a problem so that as many people as possible can help you get things fixed.
First Off: There is some critical information that can help identify where a problem lies and who will be able to help you.
Secondly: The more information you can provide up front, the better the chance that the information that we or Sindre will need is in the inital post, resulting in a quicker more accurate reply.
Thirdly: I intend for this to be a living document, so please add anything you think I am missing and I will edit the original post to include it.
So here goes:
<-------------------------Subsonic Help Request---------------------->
Problem Description: (A clear description of the problem including any error messages that you received in your playback application)
Troubleshooting Steps: (A list of the steps you have taken to try to solve this problem yourself)
Playback Application and version: (The end application that you are using to stream from Subsonic)
Subsonic Version: (copy/paste from the "About" screen in the Subsonic Web Interface)
Server Version: (copy/paste from the "About" screen in the Subsonic Web Interface)
Hardware Platform: (Windows, Mac, Linux, NAS Model, etc... Invclude version if applicable)
Java Memory Limit: (Windows: found in the Subsonic Agent in the taskbar)
Problem Filename: (If you are having difficulty with a particular file, please include it's name)
Output from ffmpeg -i: (If you open a command prompt and type 'ffmpeg -i <filename>' what is the output? Ideally put this in a "code" block)
Last ten log file lines: (The last ten or so lines copied and pasted from the About screen in the Subsonic Web Interface. Ideally these will be in a CODE block as well.)
<-------------------------Subsonic Help Request---------------------->
Again, if you can think of anything that is missing, let me know and I will add it to this first post. My goal is to have a post that people can copy/paste from as a starting point for their help reporting... the faster we can get this information into the hands of the people that can help, the faster we can get the problems solved.
A sample problem report is below in the next post...
Hope this helps,
Glenn