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Submit a Support Request

Need some technical assistance? We are here to help. First, we just need to collect a few details.

First Name *
Last Name *
Email * If possible, please use the email related to your Backlot account
Confirm Email *
Short Description * Your issue in 5 to 8 words
Help Topic
What is the video title(s) or embed code(s) where the issue can be seen? *
What usernames (Email addresses) are having issues accessing Backlot? *
Check any that apply
  Performance
  By Domain
  By Geo
  By dma

  Engagement
  Unique Viewership
  Sharing
  External Publishing
Ooyala Ad or 3rd Party
Ad or Ad Set Name
What is the video title(s) or embed code(s) where the issue with Ad(s) or Ad Sets can be seen? *
What is the URL where the video with the ad/ad set applied can be seen? *
Check any that apply
  Backlot API
  Analytics API
  Ingestion API
  Player API
  Uploader Widget API
  Video SEO SDK
  Facebook Sharing SDK
External Destination where you are having issues.
  3GP MRSS
  Advance Syndication
  Boxee Feed
  Custom Google Video sitemap
  iPad MRSS
  iPhone MRSS
  MP4 MRSS
  Player MRSS
  Podcast
  Roku Feed
  Source MRSS
  YouTube
Backlot Version Which Backlot version are you using? *
Platform * What platform are you using? (example: Windows, Linux, Mac)
Operating System * OS version (Example: Mac OSX 10.5.2)
Do you receive a specific error message when an upload does not work? If so, what is it?
How large are the files you are uploading that result in an error?
Network Speed Please test your connection speed at speedtest.net and list both your download and upload speed results.
Do the uploads result in an error though Backlot Desktop, Backlot web or both? Is any one more prone to errors?
If using Backlot Desktop, what version of Adobe AIR are you working with? What version of Adobe AIR are you using? Click here to check the Adobe AIR version installed on your machine.
Your Flash version and build * Your Flash version and build (example: Flash 9.0.124.0)
Click here to check which version you have.
Click here to get the latest version.
If using Backlot Web, what browser and version are you working with? Example: Firefox 2.0.0.14
What Browser are you using? Example: Firefox 2.0.0.14
Specific Backlot Tab
Select all that Apply
  Overview
  Manage
  Publish
  Monetize
  Analyze
  Account
Platform *
What is the video title(s) or embed code(s) where the issue can be seen? *
What is the URL where the Live Stream can be seen? *
IP Address What is the IP Address used to create the live stream?
What is the video title(s), embed code(s) and URL where the issue with the closed captions can be seen? *
What is the name of the DFXP file(s) that is showing the issue? *
What is the video title(s) where the issue can be seen? *
What is the names of the labels that are showing issues? *
What is the video title(s) or embed code(s) where the issue with labels can be seen? *
What is the name of the syndication control group applied to the video(s) showing the issue? *
Do you receive a specific error message when a processing does not work? If so, what is it?
How many users are impacted? *
Where are the impacted users? *
Comments and Issues * Please enter any details that are relevant to your issue.

Submitting this form creates a technical support ticket. To find out more about Ooyala's products and services, simply e-mail us at sales@ooyala.com.

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