Support

If you encounter issues with nanoStream Cloud during ingest, live streaming, playback, or analytics, there are several self-service tools and diagnostic steps you can perform before contacting support. If the issue persists, please create a support ticket.

Self-Service Diagnostics

Before opening a ticket, we recommend running basic diagnostics. These steps help identify common issues early and significantly speed up support response times.

Typical checks include:

• Latency and packet loss to ingest and playback servers
• Firewall or proxy interference
• Upload bandwidth availability
• DNS resolution and routing consistency
• Encoder and player configuration issues

Network Diagnostics

We provide a dedicated guide that explains recommended diagnostic steps, common symptoms, and how to interpret results.
It also includes an Essential Tools Overview listing common network tools and how to use them:

Tool	Purpose	Notes
ping	Tests reachability and latency	Available on all systems
traceroute / tracert	Shows routing path and network hops	Windows uses tracert
mtr	Combines ping + traceroute with live statistics	Best all-in-one tool
dig	Tests DNS resolution	Useful for geo-loadbalanced hosts

See: Network Diagnostics

Support

Providing complete and structured information greatly improves troubleshooting efficiency. Use the following sections as guidance. Each section includes a copy-ready template.

Support Center

Get the help you need with our comprehensive support resources and dedicated team.

General Information

Add essential context about your stream, workflow, and the issue itself.

What to include

• Stream Name + Bintu Stream ID
• Issue summary (short and clear)
• Timestamp (UTC)
• Reproducibility (one-time, frequent, intermittent)
• Geo locations (encoding + playback)

Support Template: General Information

General Information
- Stream Name:
- Bintu Stream ID:
- Issue Summary:
- Issue Time (UTC):
- Reproducibility:
- Encoding Location:
- Playback Location(s):

Technical Setup

Details about your encoder and ingest configuration help identify misconfiguration or network limits.

What to include

• Encoder software/hardware (OBS, vMix, Wirecast, hardware encoder, etc.)
• Protocol (RTMP, SRT, WebRTC)
• Video settings:
  • Bitrate
  • Resolution
  • FPS
  • Keyframe interval (2 seconds recommended)
  • Codec (H.264 required)
• Audio settings
• Ingest URL used
• Network environment (LAN/Wi-Fi/LTE/VPN)

Support Template: Technical Setup

- Encoder software/hardware (OBS, vMix, Wirecast, hardware encoder, etc.):
- Protocol (RTMP, SRT, WebRTC):
- Video settings:
    - Bitrate:
    - Resolution:
    - FPS:
    - Keyframe interval:
    - Codec:
- Audio settings:
- Ingest URL used:
- Network environment:

Playback Information

Playback issues may originate from device/browser limitations, integration errors, or network conditions.

What to include

• Playback URL or page
• Demo player test result
• Player version (NanoPlayer)
• Browser + OS
• Affected scope:
  • All streams
  • Only specific stream
  • Only certain devices
  • Only certain regions

Support Template: Playback Information

- Playback URL/page:
- Demo player Test Result:
- Player version:
- Device/OS: 
- Browser:
- Affected scope:

Network Diagnostics Results

Please attach the results of your diagnostic tools:

• ping
• mtr (recommended)
• traceroute / tracert
• dig (especially for DNS or geo-routing concerns)

If possible, include results for both:

• Playback host (e.g., bintu-play.nanocosmos.de)
• Ingest host (e.g., bintu-stream.nanocosmos.de)

Logs, Screenshots and Further Evidence

Additional context helps us pinpoint the source faster. Please include if available:

• Screenshots or screen recordings
• Encoder logs
• Player console logs
• Error messages
• Guardian alerts (if present in your analytics dashboard)

Playback Verification Tools

Test Player

Use our sample player to verify playback independently from your own application:

Example URL: https://demo1.nanocosmos.de/nanoplayer/release/nanoplayer.html?h5live.server=bintu-play.nanocosmos.de&h5live.rtmp.url=rtmp://localhost/play&h5live.rtmp.streamname=XXXXX-YYYYY

Replace XXXXX-YYYYY with your Bintu stream name.

Geo-specific Playback Testing

You can force playback from a specific region by changing h5live.server.

Example: Playback from US East

bintu-play-use.nanocosmos.de

Full test URL:
https://demo1.nanocosmos.de/nanoplayer/release/nanoplayer.html?h5live.server=bintu-play-use.nanocosmos.de&h5live.rtmp.url=rtmp://localhost/play&h5live.rtmp.streamname=XXXXX-YYYYY

Geo Locations and Host Overview

By default, nanoStream Cloud routes ingest and playback requests to the closest available region. Overrides are available for testing, debugging, and comparison.

Geo overrides

Geo overrides are not required for standard operation and should only be used when necessary.

Default Load-Balanced Hosts

Purpose	Host
Playback	bintu-play.nanocosmos.de
Ingest	bintu-stream.nanocosmos.de

Geo Region Overrides

Region	Playback URL	Ingest URL
EU	bintu-play-eu.nanocosmos.de	bintu-stream-eu.nanocosmos.de
US East	bintu-play-use.nanocosmos.de	bintu-stream-use.nanocosmos.de
US West	bintu-play-usw.nanocosmos.de	bintu-stream-usw.nanocosmos.de
Asia South	bintu-play-ass.nanocosmos.de	bintu-stream-ass.nanocosmos.de
Australia	bintu-play-au.nanocosmos.de	bintu-stream-au.nanocosmos.de

Additional regions (South America, Turkey, Japan, Hong Kong) are available on request.

Primary Host URLs

Primary host URLs are provided only when required for debugging. Please contact support via our support form.

Additional Help

If you need help with additional geo regions, custom configurations, or deeper debugging, please open a ticket via nanocosmos.net/support for additional help.

nanoStream Support Toolkit

In the tutorial below, we are walking through:

• Best practices for encoder and ingest setup
• When and how to contact support
• Self-service tools like analytics dashboards and sample players
• How the Guardian system protects your streams in real-time

Tutorial: Getting Started with Support, Tools & Best Practices