Automatic check and diagnostic report
Updated 05 Oct 2026When something does not work, start in the panel: Settings → Support. Castreon checks the server for you and shows what is wrong and what to do. On the Enterprise plan you can also send our team a diagnostic report in one click.
Available from Castreon 1.0.3. The automatic check is included in every plan; the diagnostic report is part of Enterprise.
Problems found (every plan)
The check runs when you open the page and every time you press Check again. It looks at:
- License — valid or suspended, close to the channel limit, the last check with castreon.net.
- Network — whether the server reaches castreon.net, a new version available.
- Server — processor and memory load, swap, free space on the data disk and the HLS disk, clock synchronisation (NTP).
- GPU — encoder and memory load, temperature, channels set to NVENC without an NVIDIA card.
- Channels — channels in error or stopped, running on a backup source, active alerts.
- DVB — enabled adapters without a card in the server, no signal, tuning that does not lock, data loss, continuity (CC) errors.
Every problem has a level — Critical, Warning or Info — and a How to fix link to the matching article. Critical problems come first. When nothing is found, the page says so.
Diagnostic report (Enterprise)
Under Diagnostic report you tick what goes into it:
| Section | What it contains |
|---|---|
| Server | operating system, processor, memory, disks, Castreon version |
| GPU | model, driver, encoder and memory load |
| License | plan, limits, expiry, last check — without the license file |
| Channels | configuration and state; source addresses without passwords or keys |
| Channel logs | the latest messages of the channels with problems (up to 30) |
| DVB adapters | adapters, signal, services and errors |
| Service log | Castreon messages from the last 30 minutes |
| Settings | counts only: allowed addresses, users per role |
Optionally write in What happened? what you see and since when. Then choose:
- Send to support — the report goes straight to castreon.net, linked to your license. You get a code (
RPT-…) and the link Open a ticket with the report: the ticket form opens already filled in, and the report is attached to the first message. - Download (.zip) — the same content, saved on your computer. Use it when the server has no internet access or when you want to look at it first, then attach it to a ticket yourself (Support → New ticket).
Only administrators can send or download the report. At most 5 reports per hour can be sent from one server.
What the report never contains
Passwords, user names, keys or tokens (including the delivery token), the license file and viewer IP addresses. Credentials in source addresses are hidden, and the last part of public IP addresses is masked.
The archive also contains summary.txt, a plain-text summary — you can read exactly what you send.
How long we keep it
A report sent to support is kept for 30 days and then deleted automatically. If you attach it to a ticket, it stays with the ticket, like any other attachment.
If sending does not work
- castreon.net did not accept the report — the license is not Enterprise or is not bound to this server. See the article Moving the license to another server.
- castreon.net could not confirm this server's license — check Settings → License.
- The server cannot reach castreon.net — outgoing HTTPS (port 443) is blocked. Use Download (.zip) and attach the file to the ticket.
- The report is too large — untick Service log or Channel logs and try again.