Applies To: Cloudpaging Player, Studio and Server

To ensure that our customers receive the best assistance, please send in the following items when submitting a ticket request to Numecent Support:

  • User environment information (Operating System, version of Cloudpaging product, etc.).
  • Detailed description of the issue, including step-by-step instructions on what led up to the issue.
  • Screenshots of any error messages.
  • Log files for the component having the issue.

Product Specific Logs

The Cloudpaging Server, Cloudpaging Studio, and Cloudpaging Player all have their own log files. Here are instructions on how to collect each:

Cloudpaging Player 

When possible, please use the script attached to our Numecent Client Analyzer article to gather and send all Cloudpaging Player logs and relevant player machine info used for troubleshooting.

The Cloudpaging Player logs can be accessed via the Player's user interface by opening Player and navigating to File > Options > Log > View Log. Alternately, they can be found in the path: C:\Program Data\Endeavors Technologies\StreamingCore\Log\StreamingCore.log.



Cloudpaging Server 

The Cloudpaging Server log files are located under the path C:\Program Files (x86)\Numecent\Application Jukebox Server\core\logs

Please send everything in the logs folder by zipping them up to send in one file.

Cloudpaging Studio

The appset will contain the workspace information and logs, please provide the STP file using your upload folder on our Numecent Download Portal. If more advanced logs are needed, please see our How to send Cloudpaging Studio capture logs to support article. 

Note: If you are a current customer or partner and you do not have a Numecent Download Portal account please create a ticket or send an email to support@numecent.com with the subject line Numecent Download Portal Account Request and an account will be created for you. When sending the email or creating the ticket, include your First Name, Last Name and Company in the body of the email or corresponding ticket fields (after selecting the Account Request Ticket Reason).