Access to the support portal/team requires a paid support contract as shown below.
Please contact your Amino sales representative to open the appropriate type of support account or contact us via the website: https://www.amino.tv/contact-us/
Things to consider when creating a support ticket
- Support accounts require an NDA
- Additional users can be requested
- The system can send you a password reset email if you forget your password
Things to do before raising a ticket
Conduct basic troubleshooting and gather information about the problem and where possible provide a method and steps for Amino to reproduce the issue in order to investigate it.
Useful information could include:
What is the problem?
(if it's a visual problem with what is being displayed to the TV then provide a description and/or a video showing the problem if possible)
What device does the problem affect?
(list STB model, only STBs with hard disks etc. - and mention if there are any unaffected STBs)
Where does the problem happen?
(is it only on certain STBs, on certain network segments, at a specific location/deployment etc. and state if there are also unaffected locations)
When does the problem happen?
(were things ok but this problem just started? - If so, what changed? (new firmware, other equipment changes etc.), does the problem happen at a certain time, on a particular channel or type of video, or after certain user actions? does it just happen once or happen regularly?)
Is there an action that makes the problem go away?
(STB reboot, channel change etc.)
Do you have STB logs and/or network captures for when the problem happens?
Logs from the STB are often very useful for understanding a problem and so whenever you report a problem, try to provide a log from the STB at the time the problem occurred.
A few things to check.
1. the HDMI connection status.
2. the player playback status.
3. the STB standby status.
4. the STB resolution configuration
- /mnt/persist/sys_config.txt, look for hdmi resolution setting.