Author Topic: Technical support guidelines  (Read 6527 times)

Offline Insomniac

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Technical support guidelines
« on: May 23, 2011, 09:05:42 pm »
Here are some basic guidelines for requesting technical assistance.

Kindly include setup and configuration details that may be relevant to your issue
(or in your signature or profile so they don't need to be repeated for each report).

  • Always include your media player model and firmware version ('latest version' isn't good enough when someone looks back at the post a few versions later);
  • Detail the steps that one would take to duplicate your issue wherever possible;
  • Provide screenshots (or video clips) of the problem where your words are not descriptive enough;

  • Describe your A/V hardware set-up with respect to what is plugged into what, including model numbers thereof (i.e. TV model, A/V Receiver / Amp, etc.):
    • Video cable configuration - HDMI / Composite;
    • Audio cable configuration - HDMI / Optical / Stereo RCA;

  • A/V setting:
    • - Aspect Ratio (16:9 / Pan Scan 4:3 / Letter Box 4:3);
    • - TV Out (480P / 576P / NTSC / PAL / etc);
    • - Digital Audio (HDMI 2-Ch Downmix / HDMI Passthrough / SPDIF 2-Ch Downmix / SPDIF Passthrough);

  • Describe media source:
    • - Internal HDD - provide make, model & size;
    • - USB - indicate whether flash drive / HDD - provide make, model & size;
    • - Network - describe network type & devices en route to source (e.g. routers / repeaters / etc.);
    • - OS & spec of source share;

  • Provide MediaInfo details of the problematic file you were trying to play, or a slice / sample of it for further testing;

Example:
Product & firmware version: Mede8er MED500X2 f/w v1.0.2
Audio: Optical output > Yamaha RXV365 A/V Receiver
Audio setting: SPDIF Passthrough / Night mode OFF
Video: HDMI output > LG 50" Plasma LG50PS3000
Video setting: 1080p 50Hz,24Hz ON,16:9
Media Source: Wired Network > Windows XP SP3 SMB shares
Questions? Please check the Mede8er Beginners Guide.

For technical assistance, please take note of the Technical support guidelines.

Ensure too that you are using the latest firmware when requesting support.