Start with the time, account, device and action involved. Note whether the same action works on another device or for another person.
Find the relevant events
Open Settings → Server → Troubleshooting. Under Logs, filter by level and category. Turn on Live while you reproduce the problem, or refresh to fetch recent messages.
Owners can also use the Server records section on that page, which separates server, client and audit events. Record the time, message, level and any request or job identifier available. For active playback decisions and background tasks, open Settings → Server → Dashboard. See Use the Server Console.
For a difficult problem, the owner can select Record more detail for 30 minutes and reproduce the failure during that window. Include the playback decision and any relevant transcoder log for playback problems.
Prepare a support export
The server owner can use Support export on the same Troubleshooting page:
- Choose a time window of 1 hour, 6 hours, 1 day or 3 days.
- Select Server records, Client uploads, Audit or Health snapshot as needed for the problem.
- Select Prepare beside Prepare export.
- Review what was included, excluded and redacted, then select Download JSON.
This prepares a diagnostic file. It doesn’t copy the visible log lines to the clipboard or send the file to support automatically.
Protect private information
Review the downloaded file before sharing it, even when it reports redaction. Remove account identifiers, email addresses, tokens, cookies, server routes, local paths, public addresses and media names that should stay private. Don’t paste an environment file or database into a support request.
Keep the export narrow: the failed action and a short period around it. Retention controls are under Settings → Server → Storage & backups → What Portico keeps.