User Troubleshooting
Start with the symptom, then decide whether to contact a room administrator or platform administrator. Do not send passwords, tokens, cookies, Provider credentials, OAuth2 codes, or verification codes.
Quick Diagnosis
Section titled “Quick Diagnosis”| Problem | Check first | Owner |
|---|---|---|
| Sign-in fails | Username, password, email verification, 2FA, account ban | Platform administrator |
| OAuth2 did not sign in | Registration review, third-party account binding | Platform administrator |
| Cannot join room | Password, review state, room ban, member limit | Room administrator |
| Cannot control playback | play_control, change_current_media, change_playback_rate | Room administrator |
| Cannot play media | Provider credentials, direct headers, proxy path, upstream Range | Room or platform administrator |
| WebSocket keeps disconnecting | Network, browser proxy, reverse proxy timeout, connection limits | Platform administrator |
| Cannot chat | send_chat, room chat switch, mute state | Room administrator |
| No notifications | Preferences, verified email, SMTP availability | Platform administrator |
Include in Reports
Section titled “Include in Reports”| Information | Example |
|---|---|
| Time | 2026-05-10 21:30 Asia/Shanghai |
| Room or media | Room ID, media name, media ID |
| Action | Sign in, join room, click play, send message, add media |
| Error | UI message, HTTP status, requestId |
| Scope | Only you, or several members at the same time |
For playback issues, also include direct/proxy mode, whether you were seeking, and whether it started after a media switch. Operators use Troubleshooting for production diagnosis.