Get support and troubleshooting help for CDN and MediaTailor integrations
AWS Elemental MediaTailor CDN integration issues can be complex to diagnose and resolve. Use this guide when you need additional help with CDN and MediaTailor integration issues that you can't resolve through self-service troubleshooting.
Before escalating, try these self-service options:
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Follow the troubleshooting steps in Troubleshoot CDN integration
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Analyze your logs and error codes using CDN integration log analysis reference
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Review your monitoring setup with Set up monitoring tools
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Check the MediaTailor troubleshooting guide for service-specific issues
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Search AWS re:Post
for similar issues and community solutions -
Review AWS Knowledge Center
for common integration patterns
Topics
When to escalate MediaTailor CDN issues to AWS Support
AWS Elemental MediaTailor CDN integration issues should be escalated to AWS Support when self-service troubleshooting doesn't resolve the problem. Consider escalating to AWS Support when:
Note: Technical support requires a paid AWS Support
plan. For support plan details and response times, see AWS Support plans
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Issues affect production traffic or revenue
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You've followed all troubleshooting steps without resolution
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Error patterns suggest service-level issues
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You need assistance with complex configuration scenarios
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Performance issues persist despite optimization efforts
Gather MediaTailor CDN information before contacting support
AWS Elemental MediaTailor CDN integration support cases require specific configuration and diagnostic information for effective troubleshooting. Before contacting AWS Support, gather this information to help expedite resolution:
Tip: Having this information ready before creating your support case will significantly reduce resolution time and help support engineers understand your specific configuration.
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MediaTailor configuration details:
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Configuration name and AWS Region
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Playback configuration ARN
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ADS URL and integration type
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CDN configuration details:
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CDN distribution ID or configuration name
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Cache behavior configurations for manifests and segments
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Origin configuration and routing rules
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Error information:
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Specific error messages and HTTP status codes
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Timestamps when issues occur
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Sample URLs that demonstrate the problem
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CDN and MediaTailor log entries related to the issue
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Testing information:
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Steps you've already taken to troubleshoot
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Devices and players where the issue occurs
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Whether the issue affects all content or specific streams
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Frequency and pattern of the issue (intermittent, consistent, time-based)
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MediaTailor CDN integration support resources and channels
AWS Elemental MediaTailor CDN integration support is available through multiple channels to help you resolve issues and optimize your implementation:
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AWS Support: Create a support case through the AWS Management Console for technical assistance
Access: AWS Support Center
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AWS re:Post: Community-driven Q&A platform for AWS-related questions and community support
Access: AWS re:Post
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AWS Documentation: Comprehensive guides for MediaTailor and CDN services
Access: MediaTailor Documentation and CloudFront Documentation
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AWS Training: Courses and certifications for media services and CDN optimization
Access: AWS Training and Certification
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AWS Knowledge Center: Curated articles for common AWS issues and best practices
Access: AWS Knowledge Center
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AWS Trusted Advisor: Automated recommendations for optimization and best practices
Access: AWS Trusted Advisor
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AWS Personal Health Dashboard: Service health and maintenance notifications
Access: AWS Personal Health Dashboard
MediaTailor CDN integration support case best practices
AWS Elemental MediaTailor CDN integration support cases are resolved more efficiently when you follow these best practices. To get the fastest resolution:
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Choose the appropriate severity level based on business impact
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Provide all relevant information in your initial case submission
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Include specific examples and reproduction steps
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Attach relevant log files and configuration screenshots
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Respond promptly to support engineer requests for additional information
Additional support resources:
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AWS Support case management - Guide to creating and managing support cases
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AWS Support plans
- Compare support plan features and response times -
Prepare to support workloads - Well-Architected guidance for operational readiness
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AWS Well-Architected Framework
- Best practices for building and operating workloads on AWS
