<img src="https://img.shields.io/badge/iOS-V4-009727?logo=apple" style="float:left"/><br />

After reading our documentation, reviewing our code samples, and examining our demo and best practice apps, you may still be unable to resolve an app issue. At this point, you should submit a support ticket that links to a native project that builds a reproduction app, which JWP's Support Team can access.

Reproduction apps reduce the time necessary to resolve your issue in several ways:

  • Clearly shows your implementation using our framework

  • Eliminates non-essential code and project settings that can mask an issue

  • Enables the Support Team to suggest code revisions

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## Create a reproduction app

When submitting a support ticket for an iOS SDK issue, follow these steps:

  1. Identify the <a href="https://github.com/jwplayer/jwplayer-ios-bestPracticeApps/blob/main/README.md" target="_blank">BestPracticeApps project</a> most relevant to your issue.

  2. <a href="https://docs.github.com/en/free-pro-team@latest/github/creating-cloning-and-archiving-repositories/cloning-a-repository#about-cloning-a-repository" target="_blank">Clone the project</a> to your local machine.

  3. From Xcode, open the project.

  4. In the **Podfile**, [update the SDK version](πŸ”—ο»Ώ) to the relevant specific version, such as `pod 'JWPlayerKit', '4.7.0'`.<br /><br />


    If the specific version <strong>does not</strong> matter, use the following steps to run the most updated version:

    • Open a command-line prompt.

    • Navigate to the project directory.

    • Run `pod repo update`.

    • Run `pod update`.

  5. Add your license key to the **AppDelegate** file inside the `application:didFinishLaunching:withOptions` before returning `true`.

  6. Update the player configuration to match the setup that you want the Support team to troubleshoot. The following table lists a few common use cases and relevant configuration updates.

    <table> <thead> <tr> <th> Setup </th> <th> Description </th> </tr> </thead> <tbody> <tr> <td width="35%"><strong>Advertising</strong></td> <td width="65%">Add the <code>JWAdvertisingConfig</code> object. <br /> <br /> Refer to our <a href="/players/docs/ios-schedule-vast-ads" target="_blank">advertising documentation</a> if you need assistance. </td> </tr> <tr> <td><strong>Callbacks</strong></td> <td> <ol> <li>Set the <code>delegate</code> property of the player to self.</li> <li>Set the <code>SwiftViewController</code> class to adopt the <code>JWPlayerDelegate</code> protocol.</li> </ol> </td> </tr> <tr> <td><strong>HLS Streams</strong><br /><em>(DVR-enabled, Live Event streams, video on-demand)</em></td> <td>Replace the default content URL with your test stream.</td> </tr> </tbody> </table>

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  1. Save and zip your project with your commits.

    • Press **βŒ₯ + ⌘ + C** to open the commit window.

    • Select the **Commit** button to commit your changes to the git record.

    • Close the project.

    • Zip the entire project.


      It is safe to delete the **Pods** folder to save space. This folder will be recreated by the Support team when `$ pod install` is run.

  2. Upload the zipped project to your server at a publicly-accessible link. If you are unable to upload the zipped project to a server, you can attach the .zip file in your email response to the Support email response you receive after you submit a support ticket.

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## Submit a support ticket

  1. Initiate <a href="https://support.jwplayer.com/submit-support-case" target="_blank">submitting a support case</a>. If you are not already logged into your JWP dashboard, you will be prompted to log in.

  2. Click **I have a question for the technical support team**.

  3. From the **Category** drop-down menu, select **SDKs - I need help using the Android or iOS SDK**.

  4. Click the **iOS** check box.

  5. Enter a **Subject** for your issue.

  6. Copy following content. Paste it into the **Description** field. Provide as much detail as possible.

  7. In the **Reproduction page** page field, enter the URL of the **.zip** file that you uploaded to your server. If you are unable to upload the zipped project to a server, attach the **.zip** file in your email response to the Support email response you receive after you submit a support ticket.

  8. If you have screenshots, upload them to Dropbox, Google Drive, or Imgur. In the **Link to screenshot** field, enter the URL to the uploaded screenshots.

  9. Enter an **Additional Email** to have someone else in your organization copied on case communications.

  10. Answer the remaining questions.

  11. Click **Submit**.

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