Debugging/Troubleshooting Extension for Chrome in Player V3 (Deprecated)

Use our Chrome extension to help Ooyala debug video problems you might encounter.

Important: Ooyala Player V3 is deprecated and is scheduled to be disabled on 2018-01-31. After that date, Player V3 will no longer play your video or audio content. Customers still using Player V3 need to migrate to Player V4 (see Migrating from Player V3 and Player Migration FAQ).
Ooyala offers a debugging/troubleshooting tool to help you gather information for Ooyala Technical Support about problems you might have with your HTML5 or Flash video player implementation. A summary of the steps is as follows:
  1. You run the tool yourself to collect debugging details. In many cases, you can solve your problems yourself by looking at the debugging log. The tool bundles information into a URL and downloads logs and other debugging files.
  2. You open a technical support request, supply the URL with the debugging information, and attach the saved logs to the request.
  3. Ooyala technical support or engineering use the debugging information to help isolate the problem.

Supported Browser: Chrome

The debugging/troubleshooting tool works only in conjunction with Google Chrome.

Installing the Extension

Download and install the extension from this link:

When prompted to allow the tool access, click Add.

Modes of Operation: Debugging Your Own Site

The debugger has two modes:
  1. Debug against values you enter on the site

    This mode is described in the majority of this document.

  2. Debug your own player v3 site.

    This is described in Debugging Your Own v3 Site.

Before Running the Tool

You need the following details to run the debugger:
  • The embed code (also called content ID or asset ID) of the problematic video.
  • The player branding ID (or player ID) of the player in use when you encounter the issue.
  • Advanced details (only if you use them) as described in Working with HTML5 or Advanced Settings.

Running the Tool

To start the tool, click the Ooyala logo at the upper right of your browser window.
Note: By default, the debugger works with Ooyala Flash-based player. If you need to debug HTML5, see Working with HTML5 or Advanced Settings.

Follow the onscreen steps. Use the Show Me buttons to orient yourself.

Make note of where on your computer you download the HTTP archive (HAR) file and the player logs. You need to attach these files to the support request you might need to create.

Examining the Console Output

You can examine the output written to the console to isolate your problem. In many cases, you yourself will be able to isolate and solve your issues, independently from Ooyala technical support.

As a start, look for error or warning messages. This is an example of a SEVERE log message, with the log line number to the left:

 829 SEVERE >> Error Screen: removedContent (content): error.content_unavailable - error.removed_content 
On the right of the console is a search field that supports regular expressions (regexps):

Enter a search string (regular expression or otherwise). As you type, the occurrences of that string are filtered from the entire log and displayed.

Many of the error messages that can occur are described in the following topics:

Filing a Ticket

If the console messages are not helpful in isolating your problem, the final step of this process is for you to open a support request on Ooyala's Support Center. In addition to describing the issue, be sure to:
  • Paste the link from the Get URL step into the request.
  • Attach both the downloaded HAR file and the downloaded player logs.

Working with HTML5 or Advanced Settings

If you need to gather debug info for HTML5, click the Advanced tab. In the lower left, click the checkbox for Use HTML5 and follow the onscreen steps.

You can set other advanced options on this tab:
  • The player v3 version override.
  • The player v3 options hash. These are parameters passed in the third argument on the OO.Player.create() call. For example, the parameters height, width, and autoplay below are part of the options hash:
    var videoPlayer = OO.Player.create('playerwrapper',
             'embed_code', {
    Be sure to enter only the parameters and their values. No braces or other delimiters on the call are needed.

Debugging Your Own v3 Site

The default site for debugging,, is a "vanilla", generic implementation of Player v3 designed for simple debugging tasks and which does not cover all possible player v3 configurations and settings.

For this reason, you might debug against the site but not experience a problem you encounter on your own site. This is an indication that the problem is specific to your site.

Therefore, it is sometimes essential to debug directly against your own site. This is easily done:
  1. In your browser, bring up the suspect page that has player v3 embedded in it.
  2. Open the Chrome Developer Tools as shown below.
  3. Refresh your page if you are instructed to do so.
  4. Click Ooyala Panel in the Developer Tools Panel. 
  5. In the Ooyala Flash Console, click Reload Page
  6. Play the problematic video.
  7. If an issue occurs, click Save HAR File and Save Player Logs.
  8. Follow the instructions above under Examining the Console Output and Filing a Ticket.

Isolating the Ooyala Player

Any website that uses Ooyala's V3 code has a method OO.Player.isolate(). Using this method in your browser's JavaScript console, you can generate a "" URL with an Ooyala Player, shown below.

This Player is configured as closely to your website as possible but isolated to our test site. When you have issues with your Ooyala Player, use isolate() to determine if the issue is due to the website environment, or issues with the Ooyala player itself. If you have multiple Ooyala Players on your website, you will have to specify which player to isolate by using OO.Player.isolate("div-id").

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