Required Case Information
Providing OneScreen with detailed information regarding your case request allows us to assign the appropriate resources to resolve the case. The following outlines desired information based on the Problem area selected.
Media Console:
- Account Name
- Issue(s) you are experiencing, these may include (unable to upload files, slow processing times, updates not saving, unable to create playlist, unable to see you files)?
- Time of day you are experiencing the issue?
- If slow processing time, what is the average time you are seeing before files are processed?
Media Select:
- Account Name
- Specific Media Select function you are experiencing the issues on, these can be one or more of the following: (Sites, Players, Playlists, Tags)?
- A detailed explanation of the issue you are experiencing?
- Time of day you are experiencing the issue?
Password(s):
- Interface you are attempting to log into?
- User Name and Password you are trying to use?
- If not certified OneScreen contact provide, (name, phone number and position.)
Player:
- Exact URL where the player is located?
- Is Player iFrame or JavaScript?
- Have recently made changes to your site?
- Did you or OneScreen recently update your playlist or ad tags?
- What issue(s) are you experiencing with the Player?
- What browser you are using?
Reports and Dashboards:
- Account name and all associated sites that fall under your account?
- Issue(s) or Questions you have regarding your reported performance?
Video Section:
- URL of your video section?
- Issues you are experiencing within the section?
- Did OneScreen recently update your playlist or ad tags?
- If changes are required, please provide as much detail as possible?
