Sending a Support Report
When something's wrong and you need help, OmniBridge can send us the information we'd actually need to help you — recent logs and your current routing setup — in one click, instead of you copy-pasting config or trying to describe an error message from memory.
Sending a report
- Open the About tab.
- Find the Support section and, optionally, describe what's going wrong in the note field — this is the single most useful thing you can add, since it tells us what to look for.
- Click Send diagnostics report.
- You'll get back a reference number and a link — save it if you want to check on it later, but you don't have to: if your license has an email on file, you'll also get that same link by email automatically.
What gets sent
| Included | Details |
|---|---|
| Recent application logs | The last several hundred lines — enough to see what led up to a problem, not your entire history. |
| Your current routing config | Sources, destinations, and routes — with every passphrase, stream key, and API secret automatically replaced before it ever leaves your machine. This isn't a server-side scrub; the redaction happens locally, so an unredacted secret is never transmitted in the first place. |
| Version and basic system info | OmniBridge version, OS, hostname — the same kind of thing you'd normally be asked for at the start of any support conversation. |
| Your note | Whatever you typed describing the problem — optional, but genuinely helpful. |
Nothing about a report requires an active license — if your install is unlicensed, over its usage limit, or your license has expired, you can still send a report. That's deliberate: those are exactly the situations where you're most likely to need help.
Automatic crash reports
If OmniBridge crashes, it automatically sends a report the same way — recent logs and the crash details, so a crash leaves a trace even if no one was watching when it happened. A crash report never includes your routing config, only logs and the crash information itself.
Checking on a report
The link you get back (in the app, or by email) opens a status page — no account or password needed, the link itself is what proves it's yours. That page shows the current status and the conversation with support so far, and lets you add a follow-up message at any time — if we reply asking for more detail, you'll see it there (and by email, if one's on file), and your reply comes straight back to us.