Report an Issue with the Brightcove Native SDKs

In this topic, you will learn how to verify a bug and submit a report.

Overview

Did something go wrong or happen unexpectedly while developing with the Brightcove Native Player SDKs? Let us know what happened so you can get back on track.

In order to expedite the reporting process, do the following prior to submitting a bug:

  1. Check to see if this is a known issue
  2. Isolate the issue to the Brightcove SDKs

Once you have determined that your issue is not a known issue and it is isolated to the Brightcove SDKs, then you are ready to submit a bug. Please follow these steps:

  1. Provide case specific information
  2. Include additional helpful information
  3. Submit your bug

Check if known issue

Check the release notes for your installed SDK and newer released versions. A fix may already be available. The developer forum is a historical archive, not the place to submit a new bug. You can also sign up there for release announcements.

Then, check if your error is a known issue stated in the developer documentation:

Isolate the issue

Try to reproduce the issue on a physical device in one of the sample applications provided. These apps provide a base implementation and can help you reveal if the issue is with the SDK or an external factor. Record the sample's commit and the SDK version actually resolved by Gradle or Swift Package Manager (or CocoaPods for samples that use it). A sample's minimum version or a snapshot build is not necessarily the latest released SDK.

Test with one of the following sample apps:

Provide information

To provide case specific information, gather the following:

  • Error behavior that you experience / the expected behavior
  • Device make and model, OS version, and whether the issue occurs on a physical device or emulator/simulator
  • Resolved SDK and plugin versions, including Media3/ExoPlayer and IMA versions on Android or ad SDK versions on iOS
  • Build tool versions and installation method (Gradle, Swift Package Manager, CocoaPods, or manual installation)
  • Crash logs (Android logcat or iOS/tvOS device crash logs) and relevant SDK error codes
  • Steps to reproduce

Additional information

Include the following details if you can:

  • Code snippet
  • Sample app showing error
  • What you have tried to solve the issue
  • Account and video IDs, stream type (VOD or live), and whether ads, DRM, offline playback, casting, or background playback are involved

Remove secrets, authorization headers, signed URLs, and playback tokens from logs and code before sharing them. If protected content is needed to reproduce the issue, coordinate secure access with Support.

Submit your bug

Use the following to enter your bug to the support team: