If none of the other articles solved it, please submit a support ticket - we're happy to help. To speed things up, please include the following:
1. Log Files
Attach the relevant logs depending on what you're having trouble with:
- Helium Streamer Launcher: %ProgramData%\Imploded Software\Streamer Configurator\logs\ (files named launcher-*.txt)
- Helium Streamer service (the API itself): %ProgramData%\Imploded Software\Helium Streamer\logs\log.txt
Linux / Raspberry Pi:
- Configurator log: $ProgramData/Imploded Software/Streamer Configurator/logs/
- Streamer service log: check sudo systemctl status streamer-api first; for the full service journal, run sudo journalctl -u streamer-api --no-pager and include that output.
The Helium desktop app itself doesn't write to a log file the same way - if your issue is with Helium (not Streamer), skip the log attachment and focus on the details below instead.
2. What Else to Include
- Your Helium / Helium Streamer version number
- Your operating system (and Windows/Linux distribution version)
- The database type you're using (SQLite, SQL Server, MySQL/MariaDB, or PostgreSQL)
- Exact steps to reproduce the problem, and what you expected to happen instead
- A screenshot or copy of any error message shown on screen
The more of this you can include up front, the faster we can help - it saves a round-trip of us asking for it afterward.