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Advanced Troubleshooting

Licensing Issues​

If there is a feature configured within a pipeline that does not match the license type, the following warning will appear in the UI. Contact Comprimato Support to request a license upgrade if the feature is required.

Live Transcoder requires public internet connectivity to reach the Comprimato license servers:

If there is no connection with the license server, a warning will appear in the UI.

Please ensure there is adequate network connectivity to the license servers above. You can use reverse DNS lookup to check for public IP addresses and netstat to check for current established sessions on the host.

Explanation of UI Hardware Resource Monitoring​

The resource and monitoring page shows the following resources:

  1. System RAM / GPU memory — Scalable graph. To see the total available, hover the mouse over the current max usage line.
  2. CPU / GPU usage — See the CPU-GPU multimedia processing table for which pipeline options use which resource.
    • Recommendation: both CPU and NVENC/NVDEC utilization should not spike above 75%.
  3. Network utilization — Scalable graph; increases scale with higher bandwidth.
note

100% on the GPU usage graph does not represent true 100% usage of the Nvidia GPU.

Under Services and Devices status you can see the current status of built-in Live Transcoder ancillary services:

  • REST API — Enabled by default. The Live Transcoder API documentation is available on the instance under the API button.
  • SNMP agent — Disabled by default. See the Usage Guide to enable and configure.
  • SSH daemon — Disabled by default on Live Transcoder, as other SSH services are typically installed on the host by the cloud provider or hardware owner.
  • License server connection — If stopped or disabled, refer to the licensing section above.
  • Monitoring Service — See Monitoring for setup instructions.

Mandatory Information When Reporting an Issue to Comprimato Support​

  1. Approximate or exact date/time in the customer's time zone of the issue encountered
  2. Which customer?
  3. Which product? (e.g. Live Transcoder, Twenty-One Encoder)
  4. What happened and to which host (name or IP) and pipeline ID?
  5. Diagnostics package — upload to www.download.comprimato.com (contact Comprimato Support for access)
  6. Screengrab of the UI if possible, or any messages seen