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I'm experiencing encoder issues. Does Lightcast offer support?

We do offer 24/7 Support and remote management of our own encoder products, and we provide configuration support for third-party encoders purchased through us (such as Wirecast, Blackmagic, Trickster, Pearl and other brands we partner with). 

Self-built (software/PC) encoders and third-party encoders ordered from other vendors are not supported by us. That said, we do offer a complimentary 30-minute encoder config and test session to each new Client and further encoder config support at a fee. 

Due to the chain of devices and software involved on the publisher’s end (camera’s, mixers, input devices, capture cards, encoders, network routers, cables & wiring, firewalls and local internet service providers) and the wide range of possible sources for technical issues (see http://www.lightcast.com/user/page/troubleshooting ), the diagnostic support we provide is limited, but available to our Clients via scheduled encoder test sessions, Monday through Thursday, 9:00 am to 4:00 pm EST. This is a complimentary service and further encoder config service can be ordered at a fee.