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How to best report Linux server problems

This Tip/How-To, while tagged for Linux, is applicable to all PMS platforms.

By providing this information with your initial post, you save yourself and us a great deal of time otherwise wasted in asking for the pieces.

We can see the post, examine all the information provided, and give a better reply (possibly complete solution) in the first reply.

Preparation

  1. Verify DEBUG logging is enabled (Settings - Server - General - Advanced)

  2. Verify VEROSE logging is disabled

  3. Save changes if any boxes changed

  4. Depending on the type of failure; restarting PMS and waiting 2 minutes is beneficial

  5. Recreate the problem. (e.g Start playback, Let play 30 seconds, Stop playback)

  6. Wait 30 seconds for logs to flush out to disk

  7. Settings - Server - Troubleshooting (left panel) - Download Logs

  8. Download and save the ZIP

  9. Hover over the item just played to recreate the problem.

  10. Click the ellipsis -> Get Info -> View XML

  11. Capture the top portion only (down to the </Media> marker) from the browser

  12. Now prepare your posting:
    a. State the problem
    b. Paste the XML segment
    ``` (back-tick / grave character)
    Paste xml text here
    ```
    c. Attach the ZIP file (allow to upload)

  13. Click Reply.

When you have pasted the XML, it will appear like this in your post.

Pasted xml here

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