Describe the failure
Identify:
- The Portico component and version
- The operating system or device
- Whether you used Portico Web bundled with the server, Portico Account sign-in or a native app
- The exact action that failed
- What you expected, and what happened instead
Narrow it down
Reduce the problem to the shortest sequence that still fails. Say whether it happens for every account, library, media item, server, network or client.
Attach evidence
Include a request identifier, a short relevant log excerpt and the playback decision when they apply. In Portico Web, server logs are under Settings → Server → Troubleshooting. The server version appears under Settings → Server → General.
Before you send them, remove tokens, cookies, emails, public or private addresses, filesystem paths, and media names that should stay private.
Security problems
Report security vulnerabilities through Report a security issue, not as a public product issue.