Troubleshooting


After reading our documentation, reviewing our code samples, and examining our demo and best practice apps, you may still be unable to resolve an app issue. At this point, you should submit a support ticket that links to a native project that builds a reproduction app, which JW Player's Support Team can access.

Reproduction apps reduce the time necessary to resolve your issue in several ways:

  • Clearly shows your implementation using our framework
  • Eliminates non-essential code and project settings that can mask an issue
  • Enables the Support Team to suggest code revisions

📘

NOTE

Be sure that your Android app is written in Java.


Create a reproduction app

When submitting a support ticket for an Android SDK issue, follow these steps:

  1. Clone one of the following projects to your local machine. If you are unfamiliar with how to clone a project or repository, read GitHub's Cloning a repository.
ProjectUsage
Basic Demo AppStandard JW Player features and functionality

For example:
   • Advertising issues
   • Playback
Best Practice AppAdvanced integrations with mobile device native frameworks

For example:

   • Enabling locking screen controls
   • Casting
   • Embedding in scrolling tables and lists
  1. Using Android Studio, open the app.
  2. In the app build.gradle file, add the JW Player and Android dependencies. When prompted by Android Studio, update the dependency versions.
dependencies {
    ...
    implementation'androidx.appcompat:appcompat:1.2.0'
    implementation'com.google.android.material:material:1.2.1'
    implementation 'androidx.constraintlayout:constraintlayout:2.0.4'

    implementation 'com.longtailvideo.jwplayer:jwplayer-core:3.19.1'
    implementation 'com.longtailvideo.jwplayer:jwplayer-common:3.19.1'
    implementation 'com.longtailvideo.jwplayer:jwplayer-chromecast:3.19.1'
}
  1. In app/manifests/AndroidManifest.xml, replace YOUR_LICENSE_KEY_HERE with your license key to the <meta-data /> element.
  2. In app/java/com.jwplayer.opensourcedemo/JWPlayerViewExample.java, update the player configuration to match the setup that you want the Support team to troubleshoot. The following table lists a few common use cases and relevant configuration updates.
SetupDescription
AdvertisingAdd the Advertising object.

Refer to our advertising documentation if you need assistance.
CallbacksRefer to our API Reference for details, for example, adding an onReady listener.
HLS Streams
(DVR-enabled, Live Event streams, video on-demand)
Replace the default content URL with your test stream.
  1. Save and zip your project with your commits:
       • Press ⌘ + K to open the commit window.
       • Select Commit to commit your changes to the git record.
       • Close the project.
       • Zip the entire project.
  2. Upload the zipped project to your server at a publicly-accessible link. If you are unable to upload the zipped project to a server, you can attach the .zip file in your email response to the Support email response you receive after you submit a support ticket.


Submit a support ticket

  1. Initiate submitting a support case. If you are not already logged into your JW Player dashboard, you will be prompted to log in.
  2. Click I have a question for the technical support team.
  3. From the Category drop-down menu, select SDKs - I need help using the iOS or Android SDK.
  4. Click the Android check box.
  5. Enter a Subject for your issue.
  6. Copy following content. Paste it into the Description field. Provide as much detail as possible.
ENVIRONMENTAL CONDITIONS
====
- To your knowledge, list all impacted versions of JW Player SDK for Android (not of demo app):
- Last issue-free version of JW Player SDK for Android
- Android Version(s):
- Device/simulator model(s):


ISSUE REPRODUCTION & IMPACT
====
- Expected behavior:
- Actual behavior:
- Frequency of the actual behavior:
- Provide detailed, step-by-step directions to reproduce the actual behavior:
- Link to a screenshot or screen capture of the observed behavior (particularly helpful in UI and UX issues):
- Log and stack traces, if necessary:
- What is the impact of the issue that you have observed?:
  1. In the Reproduction page field, enter the URL of the .zip file that you uploaded to your server. If you are unable to upload the zipped project to a server, attach the .zip file in your email response to the Support email response you receive after you submit a support ticket.
  2. If you have screenshots, upload them to Dropbox, Google Drive, or Imgur. In the Link to screenshot field, enter the URL to the uploaded screenshots.
  3. Enter an Additional Email to have someone else in your organization copied on case communications.
  4. Answer the remaining questions.
  5. Click Submit.


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