Diagnostics and support
Collect a safe Finetic diagnostic, identify the relevant session and provide useful context without sharing credentials or private source paths.
Start with a safe identifier#
Most Finetic errors include a request or playback descriptor. Copy it exactly. A descriptor lets support correlate the client event with server logs without asking for passwords or unrestricted access.
Playback diagnostics#
Copy diagnostic code includes media identity, selected plan, position, buffered ranges, tracks, client capabilities, recent media requests and recent player events. Signed asset URLs and sensitive tokens must be redacted or scoped so sharing the diagnostic does not grant playback access.
Also state:
- What you clicked immediately before the issue
- Whether the tab/app was visible
- Whether audio, video or subtitles continued
- The expected and actual position
- Whether Retry or Restart changed the result
Server evidence#
Record the installed version, current time with timezone, affected user/device label and relevant job/session. Use Finetic's safe detail views before copying raw service logs.
Never share#
- Licence tokens or private download URLs
- Provider, SMTP or database credentials
- Session cookies, CSRF values or signed media claims
- Complete environment files
- Publicly reachable ADB pairing codes
Reproduction quality#
A useful report identifies one title and action sequence while also stating whether other representative titles work. That distinguishes a file-specific media fact from a general delivery failure.
Contact hello@youngstudio.uk for private-test support.