Getting technical support

Most problems are a device, a permission or a network rather than the service. The SDKs can tell which, and the quickest support tickets carry what they say.

Before you write

1. Read the error code. Every SDK fails with a code that is the same on every platform; Errors says what each means and what to do.
2. Check Troubleshooting. Echo, silence, a frozen picture, Bluetooth, firewalls and the screen turning off each have a section; Android apps have their own.
3. Run a pre-call check on the affected device: it joins a test room, publishes for a few seconds and reports how media travelled, the round trip, loss and upload, and any microphone or camera problem.

// Android
val report = StreamClient.preflight(context, wsUrl, testRoomToken)
Log.i("support", report.toString())

// Flutter
final report = await StreamClient.preflight(wsUrl: wsUrl, token: testRoomToken);

The diagnostics snapshot

Each SDK can describe a session for a support ticket: the SDK version and device, the connection state, the room and identity, whether media goes over UDP, TCP or a TURN relay, what is published and received, and the last 200 notable events (state changes, errors, reconnections, fallbacks, warnings). It holds no token and no media, so it is safe to send.

// Android: attach this JSON to the ticket
val json = client.getDiagnostics().toJson()

// Flutter
final json = jsonEncode((await client.getDiagnostics()).toJson());

// Browser
const json = JSON.stringify(await client.getDiagnostics());

Take it from the affected device while the problem is happening, or right after. A closed Android client still answers with what it last knew.

What to include

• Your App ID. Never the API secret.
• The room id, and the identities of the people involved.
• When it happened, with the time zone.
• The SDK and its version (the snapshot has it), the app, the operating system and the device model.
• The network: home Wi-Fi, office, mobile data, VPN.
• The diagnostics snapshot, any error code, and what the user saw and expected.
• For video quality: getVideoStats() from the publisher and getReceiveStats() from an affected viewer.

Where to send it

Open a ticket from the Support page of your dashboard, or write to contact@voltkit.in. Tickets from the dashboard carry your account and project, which saves a round of questions.

Security issues (a leaked secret, a suspected vulnerability): revoke the secret on the Credentials tab first (Authentication), then write to us.

Early access and new SDKs

Early access to an SDK before it is in a public package repository (today, the native iOS SDK before Swift Package Manager) is by email: write to contact@voltkit.in with your project and platform. The Android SDK is on Maven Central.