Creating video

Symptoms to Resolution

It's easy to state symptoms:
My BI server started crashing.
My recordings are missing.
No alerts are being sent.

Much harder to know how to investigate and self-correct or provide the needed information for support to help.

The articles here are frameworks on how to think about the issue and get to resolution.
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Joined: Thu Jul 11, 2019 9:52 pm

Creating video

Post by varghesesa »


Short helper article to explain how to create videos to better explain issues in a ticket.


I strongly recommend creating a short desktop video with a narrative of the issue. I use Zoom to record the desktop. There are many choices provided by Windows. VLC is also an option.

FYI. You can point the phone camera at the desktop and create a video pertaining to a console or UI3 issue as well.

Some users provide a video without a narrative of what's going on which is more challenging because I have to keep going back and forth between the email and the video to understand. Alternatively, provide notes as to what you are demonstrating in the video. For example:
At 1:05, I doubled the playback speed to 2x.
At 1:49, the scrubber will not stick to the position where I wanted playback to begin.

Mobile device
If the issue lies with the Mobile device, phones have made it very easy to create a video with screen share.
If the video (mp4) is too large to send via email, use a file share service. Many use Google drive but there are lots of choices. DropBox, Box, iCloud etc.

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