Support and Troubleshooting
Read Priority actions in Operate for the problem and available action. Check the selected match and profile before changing settings.
Send a support package
- Open Support.
- Select Download support package and save the ZIP.
- If you cannot download the package, tell support. Use Copy endpoints or Copy support access if support asks for the connection details.
- Capture one screenshot showing the selected match, active profile, and the Database, Backend, Destination, and Delivery states.
- Explain what you clicked, what you expected, and what happened.
The Support page also shows license and update results from the last startup.
Keep license keys and Opta credentials out of your message and screenshots.
Contact Via B support
If the problem continues, use the dedicated Via B Middleware support form. Select Bug report, Support request, or Suggestion, describe what happened, and attach any redacted screenshots that help explain the issue.
Application does not start
- Read the visible startup stage: License, Update, Database, Migrations, Backend, or Console.
- Use the recovery action shown for that stage.
- From the tray, open the startup log and application-data location.
- Send the error message and its time to support if the app still cannot start.
See License and Updates for license and updater failures.
Desktop window is missing or blank
- Check the system tray; closing the window normally hides Via-B.
- Select Open Via-B.
- If the backend is unhealthy, select Restart local backend.
- Select Open in browser to test the same local console.
- If the problem continues, preserve the startup log and support package.
Opta or selected-match problem
- Confirm Test mode is off for live operation.
- Run the Opta connection test in Settings.
- Check that your Opta subscription includes the competition. A match may appear in the calendar even if your account cannot access its data.
- Save the match assignment, finish the dialog, and reselect the match.
- Confirm the expected profile appears in the top bar.
See Connect to Opta.
Mapping or assignment problem
- In MagicSoft, select the item, use TCP/IP Variable, and save or refresh the project.
- In Via-B Mapping, scan the exact Windows or UNC XML path.
- Map the source to the scanned bracketed target and select Apply mapping.
- Select Save profile only if enabled, then Validate mapping.
- Edit the assignment, save, finish, and reselect the match.
See Mapping MagicSoft TCP/IP Variables.
Destination problem
| Problem | What to do |
|---|---|
| MagicSoft is disconnected | Open MagicSoft CG. Check its address and command/reply ports in Via-B Settings, then restart the backend if you changed them. |
| No project is loaded | Open the XML project you want to use in MagicSoft CG. |
| Connection still fails | Check that the firewall permits the connection and that another application is not using the same pair of MagicSoft ports. |
The separate LiveManager desktop application is not required and must not use the same pair of ports as Via-B. See LiveManager Integration.
Delivery problem
| Problem | What to do |
|---|---|
| An update failed to send | Open Delivery and read the error. Check Priority actions in Operate for an available action. |
| The graphic is being generated or transferred | Follow its progress in Operate and Delivery. Larger animations can take longer. |
| The problem continues | Send a support package with the match name, graphic name, and error message. |
If Via-B reports a successful send but the graphic is missing, check that the correct project is open in MagicSoft and that the item is visible. Play the graphic and check its timeline.
Module problem
- Confirm the selected match and active profile.
- Check the module and every dependency.
- Check settings, active variation, and required selected-match sources.
- Check that the graphic folder is available to Via-B and MagicSoft.
- Confirm the module output is mapped and validated.
- Generate again only after the cause is corrected.
- Check the preview, then play the graphic in MagicSoft.