When you're experiencing an error when trying to use AccuRadio, it's best to try all the standard troubleshooting steps:
Technical Issues and AccuRadio
If the error persists even after you've tried them, we might ask you to send us a bug report, so we can better understand what's happening in your browser. This report is an image which shows a little more information about how your browser is working (or not) while you're on our site.
Please follow the instructions below to create this image. Then you can post in a thread you've already started, or email your report to support@accuradio.com. We will do our best to find a solution to the problem you're encountering!
- Step 1: Replicate the bug
In order for us to see what's causing the error, it needs to be happening. If you're having trouble launching channels, try to launch a channel. If you're having trouble logging in, try to log in, and so forth. Once you've managed to catch the bug in action, go to Step 2.
- Step 2: Access your browser's data
Most browsers have a built-in tool that allows website developers to look at its code while it's running. All you need to do is get a screenshot of this information - our tech team will review it in order to investigate the problem you encountered.
Safari does not allow users to view this developer window. So if you're creating a bug report on a Mac, please use Firefox or Chrome.
If you right-click on any blank space inside your browser, a drop-down menu will appear. (An Apple mouse does not have a separate button, but clicking on the forward right edge of your mouse will have the same effect.) In Firefox and Internet Explorer, click "Inspect Element" to open the developer window. In Chrome, click "Inspect."
Opening the “Console” panel of Chrome’s DevTools:
-
Windows:
Ctrl+Shift+J -
Mac OS:
Cmd+Opt+J
Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active.
Opening the “Console” panel in Firefox’s Developer Tools:
-
Windows:
Ctrl+Shift+K -
Mac OS:
Cmd+Opt+K
Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active.
Opening the “Console” panel in Internet Explorer’s F12 Developer Tools:
F12, then click on the “Console” tab
Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Ctrl + Backquote/Backtick while any of the other panels is active.
Note: In order to view the console in Safari, you have to enable the “Show Develop menu in menu bar” setting in the “Advanced” pane of Safari’s preferences (screenshot).
Opening the “Console” panel in Safari’s Web Inspector:
Cmd+Opt+C
Note: In addition to the “Console” panel, there also exists a smaller slide-up console which can be toggled via Esc while any of the other panels is active
- Step 3: Make sure your browser is displaying the data we need
First, take at look at the window you've opened and make sure the correct tab is selected. In Firefox and Internet Explorer, the "Console" tab has the data we're looking for. In Chrome, that data is under the "Network" tab.
- Step 4: Get a screenshot
There are two different ways to save an image of what's displayed on your computer's screen: by using the Snipping Tool, or by taking a screenshot.
Use the Snipping Tool
In Windows, the Snipping Tool can be found in the Start menu, under Accessories. The Snipping Tool can select an area of your screen and turn it into an image file. Once this tool is activated, you'll see your screen change color a bit. Your mouse will turn into a crosshairs you can use to click and drag over the area you'd like to save. You can then go to the File menu in the Snipping Tool and select Save As. Be sure to save the file in a place you can easily find it later.
On a Mac, pressing Cmd+Shift+4 activates the Snipping Tool immediately. Click and drag to set the boundaries of the image. This image file will be saved to your desktop automatically.
Take a screenshot
If you're not able to crop the image file, we can also accept a screenshot of your entire screen, as long as your browser's developer window is open as described above. You can press Ctrl+PrintScreen on a PC or Cmd+Shift+3 on a Mac to grab an image of your entire screen. A Mac will automatically save this image to the desktop. On a PC, you will need to open Microsoft Paint, press Ctrl+V to copy the screenshot, and then save it manually.
- Step 5: Send the image to us
Now you can take the bug report you created and send it to us, so our tech team can review the data from your browser and try to figure out what's causing the error.
You can add an image file to your support request by browsing for the file you've saved, or by dragging and dropping it from your file manager onto your message.
Thank you very much for taking the time to gather this information!
Bug report data can help us solve technical problems so that we can make AccuRadio better for everyone.
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