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Helix Support Guide

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Helix Support Guide Helix Support Guide Generated by Helpdesk 2 PDF Index Support Announcements Agent support is no longer available for Helix products Helix Media Library (HML) Support Helix Broadcaster Support Helix Support Terms and Conditions RealNetworks has discontinued licensing the Helix Media Delivery Platform suite of products. End User License Agreements Helix Server - Content Delivery What are the default Helix Server client URL's? Why isn't my HLS Multirate stream switching bitrates? Helix Server startup errors: Why won't my Helix Server start up? Helix Server v15.2.1 fails to archive live .rm feeds HLS Playback error: Why can't my HLS player open my Helix Server HLS feed? Helix Server v15.2.1 mistakes HLS Multirate file for HLS Multitrack file Helix Server or Helix Producer will not start up (license key/ machine ID error) What version of Open SSL does Helix Server use? Helix Server does not work with Java 8 and later client versions IE10 causes incompatiblity issues when accessing the Helix Admin page via an IP address. How to send live flash stream from Flash Media Live Encoder to Helix Server How do I customoze my Differentiated Services from ToS to DSCP? Why are RAMGEN and/or ASXGEN not working outside of the network? How do I customize my SSL Ciphers? Helix Server v15.2.1 streams HLS Multitrack for iOS 7.x only How do I deliver a live stream to the iPhone or iPad (HLS)? Microsoft updates can cause Helix Server v15.2.1 start up to hang in Windows 2012 Why can't I see the Helix Admin Server Monitor tool? How do I configure Helix Server to work with NAT? Why does the Error "Could not listen on :PORT" error message appear when starting Helix Server? Why is Helix Server reporting /dev/poll error on startup? How to set up SLTA for Cisco music on hold How do I replace my license key? How do I host a Flash Player on Helix Server? How to setup a ramdisk (Linux) for HLS Streaming How do I set up a live Windows Media Push encode in the Helix Server? How do I disable SSLv3? What firewall ports do I need to open to have full functionality out of Helix Server? How do I upgrade Helix Server? Helix Producer - Content Creation How to Convert .rm to .mp4 File Format The SDP files created with my encoder are not functional with Helix Server. How do I get a live RTP/SDP feed to work with Helix Server? Why is my encoded video output not showing or appearing upside-down? How to create job files for Helix Producer v14.x How to configure IP ingest stream to Helix Producer 14.1 or later Hardware considerations for best encoding performance. What are some best practices for encoding content? How to use Helix Mobile Producer encoders with Wowza Media Server Helix Enterprise Player - Content Playback Where can I find support for RealPlayer 16, RealPlayer Cloud, or RealTimes? How do I uninstall Real Player Enterprise v2.0-2.1.9? How do I stop the ability to download content via RealPlayer or RealPlayer Enterprise? Why do I get 'This player is not configured to play the datatype you requested' error? Why can't I playback .mp4 content with RealPlayer Enterprise? Documentation Product Manuals and Release Notes RealPlayer Enterprise/Helix Enterprise Player Guide and Release Notes Helix Producer Release Notes Helix Server Release Notes Helix Security Manager Guide and Release Notes Helix Producer Documentation Helix Webcaster Quick Start Guide Helix Server Documentation Support Announcements Agent support is no longer available for Helix products Last updated: Mon, 04 Jan 2016 20:42:47 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/207149136-Agent-support-is-no-longer- available-for-Helix-products) RealNetworks has discontinued licensing and support for the Helix Media Delivery Platform suite of products. Please consult this knowledge base for answers to your questions related to Helix products. In some cases, agent support may be available for your product from another company, as noted in this article (/hc/en-us/articles/202388499). Helix Media Library (HML) Support Last updated: Tue, 08 Sep 2015 06:13:53 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/205201755-Helix-Media-Library-HML- Support) Helix Media Library customers can get support or purchase Helix Media Library and renew support from StreamingLTD. StreamingLTD E-Mail: [email protected] (mailto:[email protected]) HML Support: [email protected] (mailto:[email protected]) Phone: +44(0)8456 470 570 Web: http://www.streaming.co.uk (http://www.streaming.co.uk/) Helix Broadcaster Support Last updated: Fri, 28 Aug 2015 22:42:18 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/204543929-Helix-Broadcaster-Support) Helix Broadcaster customers can get support or purchase Gearbox products from DVEO. DVEO E-Mail: [email protected] (mailto:[email protected]) Helix Broadcaster Support: [email protected] (mailto:[email protected]) Phone: +1.858.613.1818 Web: www.dveo.com (http://www.dveo.com/) Helix Support Terms and Conditions Last updated: Fri, 08 Jan 2016 00:09:34 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/203078255-Helix-Support-Terms-and- Conditions) The latest Helix Terms and Conditions can be downloaded here: Support Terms (http://www.realnetworks.com/uploadedFiles/Support/helix-support/Helix- Support-Services-SLA.pdf) RealNetworks has discontinued licensing the Helix Media Delivery Platform suite of products. Last updated: Mon, 04 Jan 2016 20:42:19 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/202388499-RealNetworks-has-discontinued- licensing-the-Helix-Media-Delivery-Platform-suite-of-products-) RealNetworks has arranged for comparable products and support to be purchased from the following suppliers: Helix Broadcaster customers can get support or purchase Gearbox products from DVEO. DVEO E-Mail: [email protected] (mailto:[email protected]) Helix Broadcaster Support: [email protected] (mailto:[email protected]) Phone: +1.858.613.1818 Web: www.dveo.com (http://www.dveo.com/) Helix Media Library customers can get support or purchase Helix Media Library and renew support from StreamingLTD. StreamingLTD E-Mail: [email protected] (mailto:[email protected]) HML Support: [email protected] (mailto:[email protected]) Phone: +44(0)8456 470 570 Web: http://www.streaming.co.uk (http://www.streaming.co.uk/) Helix Webcaster customers can purchase the Webcaster product from Intermedia Solutions. Intermedia Solutions E-Mail: [email protected] (mailto:[email protected]) Phone: +1 562.999.2741 Web: http://www.intermedia-solutions.net/ (http://www.intermedia-solutions.net/) The Helix Universal Server, Helix Producer and Helix Enterprise Player are no longer available for license from any supplier. You may continue to use your licensed product as long as you like, however, agent support services are no longer available. End User License Agreements Last updated: Tue, 08 Sep 2015 06:14:49 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/203078325-End-User-License-Agreements) End User License Agreements for the Helix Media Delivery Platform can be downloaded from http://www.realnetworks.com/products-services/helix-eulas.aspx (http://www.realnetworks.com/products-services/helix-eulas.aspx) Helix Server - Content Delivery What are the default Helix Server client URL's? Last updated: Thu, 13 Aug 2015 06:26:30 GMT | Online Version (https://helixsupport.zendesk.com/hc/en-us/articles/203079025-What-are-the-default-Helix-Server- client-URL-s-) These are the most common URLs constructs for Helix Server DEFAULT installation. The URL construct varies according to the mount points setup in the server. More details and information can be found in the Administrator Tool Help section Content and Links > Media Player Link Examples. Helix Server Administration URL http://server_address:adminport/admin/index.html Video on Demand (VOD) by device type Windows Media Player http://server_address/asxgen/file.wmv mms://server_address/file.wmv RealPlayer http://server_address/ramgen/file.rm rtsp://server_address/file.rm QuickTime rtsp://server_address/file.mov Android rtsp://server_address/file.mp4 BlackBerry rtsp://server_address/file.3gp iPhone/iPad/iOS http://server_address/m3ugen/iPhone-src/file.mp4 http://server_address/m3ugen/iPhone-src/file.3gp Flash (Embedded) rtmp://server_address/flash/file.mp4 rtmp://server_address/flash/file.flv Streaming LIVE Video by device and Encoder type Helix Producer Encoder RealPlayer http://server_address/broadcast/live.rm rtsp://server_address/broadcast/live.rm QuickTime rtsp://server_address/broadcast/live.mov Android rtsp://server_address/broadcastlive.mp4 BlackBerry rtsp://server_address/broadcast/live.3gp iOS http://server_address/m3ugen/broadcast/live.mp4http://server_address/m3ugen/broadcast/live.3gp RTP Encoder, such as Quicktime Broadcaster RealPlayer http://server_address/rtpencoder/live.rm rtsp://server_address/rtpencoder/live.rm QuickTime rtsp://server_address/rtpencoder/live.mov Android rtsp://server_address/rtpencoder/live.mp4 BlackBerry rtsp://server_address/rtpencoder/live.3gp iOS http://server_address/m3ugen/rtpencoder/iPhone-src/live.mp4 Flash Media Live Encoder ( FMS ): Embedded rtmp://server_address/rtmplive/live/live.flv rtmp://server_address/rtmplive/live/live.mp4 RealPlayer rtsp://server_address/rtsplive/rtmplive/live/live.mp4 rtsp://server_address/rtsplive/rtmplive/live/live.flv iOS http://server_address/m3ugen/rtmplive/live/live.mp4 QuickTime rtsp://server_address/rtsplive/rtmplive/live/live.mp4
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