Report a device problem

When a device acts up, the viewer ships a step-by-step report wizard. It does more than file a ticket: for the most common problems it hands you self-service fixes first, and most of the time that resolves things on the spot with nobody to wait on. This page covers the wizard, picking the right error type, and tracking what you've reported.

Opening the report wizard

In the viewer, click the bug icon (tooltip: Report a problem) in the control panel header. It's there on both desktop and mobile. The Report device error wizard opens with the subtitle "Pick the type of issue so we can help you faster."

Report while the problem is happening, not later. The moment you hit report, the system automatically attaches technical details about your connection quality captured right then. That data is what lets us pin down the cause much faster, and it's gone if you come back to report after the fact.

Step 1: What problem are you facing?

The wizard asks "What problem are you facing?" and offers five types:

Error type	What it means	What comes next
Device Offline / No display	Can't connect, stuck on "Connecting", frozen	Self-service guide
Black screen	Screen stays black, unresponsive	Self-service guide
Lag	Choppy image, delay, controls feel laggy	Self-service guide
App crash	An app on the device crashed or closed itself	Question form
Other issue	Anything outside the categories above	Question form

Picking the right error type speeds things up dramatically. The first three come with fixes you can apply immediately, which usually settles it without waiting on support at all.

The three types with self-service guides

Device offline

A three-step guide: reboot the device (there's a Reboot now button right in the wizard), wait 3-5 minutes and reload the page, and if it's still offline after 5 minutes, hit Report error at step 3.

Black screen

The wizard explains it up front: "A black screen is usually caused by an incompatible decode mode. Try switching to Video mode". Three steps:

Open the viewer's Settings via the gear icon.

Under Decode path, choose Video.

Still a black screen? Hit Report error at step 3.

If you do report from here, the wizard requires three fields: What device are you using?, Operating system? and What browser are you using?. That's the data needed to diagnose a codec problem, so none of it can be left blank. The wizard includes hints on where to find your OS and browser version if you're not sure.

Lag

The guide runs in order: lower the resolution, then open Settings and set Quality preference → Prefer speed and Decode path → Video. Finally there's a Test network button built into the guide to measure your connection:

2-5 Mbps: very slow, try switching to Wi-Fi or another network (wired is better still).
≥ 5 Mbps but still laggy: the wizard is upfront that in this case we can only log it and try to improve it rather than fix it for you on the spot, and points you to report under Other.

The resolution chips and the Quality preference setting only appear if your device supports them. Older devices may not show either, in which case just skip that step.

The two types with forms

App crash asks for: the name of the app that crashed, whether it crashed on opening or during use, how often it happens (every time / sometimes / only once), what you did right before the crash, and any error message that appeared.

Other issue asks one open question: "What problem are you facing?".

Both also ask about your environment: what device you're on, which browser, and where you're using XCloudPhone (Web on desktop / Web on mobile / Mobile app). Fields marked * are required.

Attached images

You can attach up to 5 images, each ≤ 5MB, and only JPG or PNG are accepted. You can paste them straight in or drag and drop them onto the wizard.

Please only report real issues. The app states it plainly: repeatedly spamming false reports or attaching irrelevant images is treated as abuse and may get your account banned. Genuine reports are always welcome, even small ones. Just don't file noise.

Tracking what you reported

Once sent, you get the toast "Error report sent. Thank you for your feedback!". Every report lands on the Error Reports page ("Track the device errors you reported and responses from the administrators.").

The table columns are: Session, Error type, Description, Admin reply, Time, Status and Detail. Status has three values:

Status	Meaning
Open	Received, waiting to be handled
Resolved	Dealt with
Dismissed	Reviewed and closed without action

Click Detail to open Report detail: the rental session info, the full description, Attached images, and Response from administrator once there is one. You can also filter by status, error type and session name.