Occasionally Brightcove Support may as you to open your the console in your browser and take a screenshot or screenrecording of what you see. This helps the Brightcove team quickly reproduce the issue and determine what the root cause of the issue is.
How to open the console
Firefox: Ctrl+Shift+K (Windows / Linux) or Cmd+Opt+K on (Mac)
Chrome: Ctrl+Shift+J (Windows / Linux) or Cmd+Opt+J (Mac)
Microsoft Edge: F12
How to take a screenshot
Console screenshot example
Make sure to include any and all errors (indicated in red) in your screenshots. You may need to scroll down on the Console to see the whole log.
How to take a screen recording
- There are lots of options for recording your computer screen. Use software you are familiar with.
- Make sure you are recording your entire screen (and voice if needed).