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Intro

This guide will help you collect and share important debug information when encountering issues with Zencoder. By providing specific details about your problem, you can help our support team diagnose and resolve your issues much faster. This guide covers how to:
  • Share Operation IDs for specific requests
  • Enable debug information in your IDE
  • Access and share logs and outputs

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Helping Us Help You

Even the best software experiences issues occasionally. When problems occur with Zencoder, providing specific information about your issue helps us resolve it quickly and effectively. There are several ways you can help us diagnose problems.

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Sharing Operation IDs

Each request to Zencoder is assigned a unique Operation ID. This identifier helps our team trace exactly what happened during your interaction with the system, making it much easier to diagnose problems.

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Enabling Debug Information in VS Code

To view Operation IDs in VS Code:
  1. Go to Settings (File > Preferences > Settings or press Ctrl+, / Cmd+,)
  2. Search for Zencoder: Display debug info
  3. Check the box labeled Controls whether debug information is displayed in the interface
VS Code Debug SettingsOnce enabled, you’ll see Operation IDs displayed in the Zencoder interface when you make requests:VS Code Operation ID ExampleWhen reporting an issue, please copy and paste this Operation ID along with any error messages you received (screenshots are helpful).

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Sharing Your Logs and Outputs

Log files and console outputs contain valuable information that can help us diagnose issues with Zencoder. Here’s how to access and share these logs:

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Accessing Zencoder Logs in VS Code

VS Code stores Zencoder-related logs in the Output panel:
  1. Open the Output panel by pressing Shift+Cmd+U on Mac or Ctrl+Shift+U on Windows
  2. From the dropdown menu in the top-right corner of the Output panel, select Zencoder
  3. This will filter the output to show only Zencoder-related logs
VS Code Output PanelWhen reporting an issue, you can:
  • Copy the relevant log entries from this panel
  • Take a screenshot of the error messages
  • Save the log content to a file by clicking in the Output panel and using Ctrl/Cmd+A to select all, then Ctrl/Cmd+C to copy

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Additional Debugging Tips

When sharing logs or screenshots, try to:
  1. Reproduce the issue right before capturing the logs to ensure the relevant information is included
  2. Include any error messages you see in the UI
  3. Describe the steps you took that led to the issue
  4. Mention your operating system and IDE version
  5. Share which version of Zencoder you’re using (this can be found in the extension settings)

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Screen Recordings

Screen recordings can be extremely helpful for our team to understand complex issues. Consider sharing:
  • A short video recording using tools like Loom or any screen recorder
  • A recording that shows the steps to reproduce the issue
  • Your narration explaining what you’re experiencing as you demonstrate the problem

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Sharing Contact Information

When reporting issues:
  • If possible, include the email address associated with your Zencoder account so we can locate your information in our system
  • When sharing in public channels like Slack or Discord, be mindful of private data
  • For sensitive information, consider using direct messages to Zencoder team members or email support

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Getting Additional Help

For more information about how to get support or provide feedback, please visit our Community Support page. Our team is committed to helping you resolve any issues you encounter with Zencoder.