Hello Hive Streaming Customers! Can't find what you need in the Hive Knowledge Base? Here you can file a customer request. You will receive a ticket number and someone from our team will get back to you.
An urgent request that you would rather speak an agent about? Please call our Hive Streaming support number at (+1-877-919-7322).
If shortly after creating a ticket you do not see an e-mail from us in your inbox with your ticket number in the subject line, please check your spam folder or submit a Support Request ticket letting us know of the issue along with your e-mail address.
Silent Test Request
Submit an order requesting a Silent Test (5 business day advance notice is requested).
Required fields are marked with an asterisk*
{"xsrfToken":"0bf29e207179d85cd4e7f8d91f390eda320db748_lout","branding":{"id":"2","key":"chd","name":"Customer Help Desk","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/2/2","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#c95908","headerLinkHoverBGColor":"#c95908","headerBadgeColor":"#c95908"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/7823dd66-d1e4-47b7-aefa-b0c3fc40574a/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YmZiYTcyYy02ODAzLTRiOGYtOGI5ZC1iYmI0OWJmMWY2ZGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjc4MjNkZDY2LWQxZTQtNDdiNy1hZWZhLWIwYzNmYzQwNTc0YSI6WyJyZWFkIl19LCJleHAiOjE3NTA4MzA1MjMsIm5iZiI6MTc1MDgyOTkyM30.I6mEABeFFpAj6Nl0qq-mpXy7Idkv53esje7BbxpXwSg&client=9bfba72c-6803-4b8f-8b9d-bbb49bf1f6df&mode=fit","logoId":"7823dd66-d1e4-47b7-aefa-b0c3fc40574a","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Hive Streaming Support Center","sharedPortalName":"Hive Streaming Support Center","userInitialAnnouncementHeader":"Hive Knowledge Base","userInitialAnnouncementMessageWiki":"<p>Have questions? Need information? Check out the Hive Knowledge Base (HKB): <br> <ins><a href=\"https://hivestreaming.atlassian.net/wiki/spaces/HKB/overview\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">Click here to visit the HKB home page</a></ins></p>\n<p>First time accessing HKB/Support services as an existing customer/partner? Start by registering for a support account: <br> <ins><a href=\"https://hivestreaming.atlassian.net/wiki/spaces/HKB/pages/814055583/Welcome+to+the+Hive+Streaming+Knowledge+Base\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">Click here to learn how to gain advanced access to customer support content and HKB articles</a></ins></p>","translations":{"en-US":{"helpCenterTitle":"Welcome to the Hive Streaming Support Center","sharedPortalName":"Hive Streaming Support Center","announcementHeader":"Hive Knowledge Base","announcementMessage":"Have questions? Need information? Check out the Hive Knowledge Base (HKB): \n+[Click here to visit the HKB home page| https://hivestreaming.atlassian.net/wiki/spaces/HKB/overview]+\n\nFirst time accessing HKB/Support services as an existing customer/partner? Start by registering for a support account: \n+[Click here to learn how to gain advanced access to customer support content and HKB articles| https://hivestreaming.atlassian.net/wiki/spaces/HKB/pages/814055583/Welcome+to+the+Hive+Streaming+Knowledge+Base]+","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#104556","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"2","key":"chd","projectId":11203,"serviceDeskId":2,"name":"Customer Help Desk","description":"<p>Hello Hive Streaming Customers! Can't find what you need in the <ins><a href=\"https://hivestreaming.atlassian.net/wiki/spaces/HKB/overview\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Hive Knowledge Base</a></ins>? Here you can file a customer request. You will receive a ticket number and someone from our team will get back to you.</p>\n<p>An urgent request that you would rather speak an agent about? Please call our Hive Streaming support number at (+1-877-919-7322).</p>\n<p>If shortly after creating a ticket you do not see an e-mail from us in your inbox with your ticket number in the subject line, please check your spam folder or submit a Support Request ticket letting us know of the issue along with your e-mail address.</p>","portalBaseUrl":"/servicedesk/customer/portal/2","reqTypes":[{"id":"104","name":"Event Monitoring Request","descriptionHtml":"","callToAction":"Event Monitoring Request","introHtml":"<p>Submit an order requesting one of our engineers to monitor an upcoming live event (5 business day advance notice is requested).</p>","icon":10532,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","groups":[7],"key":""},{"id":"33","name":"Feature Request","descriptionHtml":"","callToAction":"Feature Request","introHtml":"<p>Request a new product/service or an enhancement to an existing product/service.</p>","icon":10532,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","groups":[7],"key":""},{"id":"84","name":"Silent Test Request ","descriptionHtml":"","callToAction":"Silent Test Request ","introHtml":"<p>Submit an order requesting a Silent Test (5 business day advance notice is requested).</p>","icon":10532,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","groups":[7],"key":""},{"id":"90","name":"Support Request","descriptionHtml":"","callToAction":"Support Request","introHtml":"<p>Request help from Hive or report an issue with Hive Streaming services.</p>","icon":11501,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11501","groups":[7],"key":""},{"id":"306","name":"Customer Feedback","descriptionHtml":"<p>Your feedback is very much appreciated!</p>","callToAction":"Customer Feedback","introHtml":"","icon":11672,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11672","groups":[],"key":""},{"id":"287","name":"Customer Offboarding Request","descriptionHtml":"<p>Please provide the following customer information below:</p>","callToAction":"Customer Offboarding Request","introHtml":"<p>This Offboarding request is intended for Hive representatives to utilize to assist in customer offboarding. Requests raised by customers with this form will be closed out as invalid.</p>","icon":11637,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11637","groups":[],"key":""},{"id":"213","name":"Data Deletion Request","descriptionHtml":"","callToAction":"Data Deletion Request","introHtml":"<p>Request Hive to delete all your customer data (GDPR compliant)</p>","icon":11544,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11544","groups":[],"key":""},{"id":"286","name":"E-mailed Request","descriptionHtml":"","callToAction":"E-mailed Request","introHtml":"","icon":11650,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11650","groups":[],"key":""},{"id":"308","name":"Site Information Request","descriptionHtml":"","callToAction":"Site Information Request","introHtml":"","icon":11673,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11673","groups":[],"key":""},{"id":"31","name":"Upgrade or change a managed system","descriptionHtml":"","callToAction":"Upgrade or change a managed system","introHtml":"<p>For example, upgrade Jira.</p>","icon":11537,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11537","groups":[],"key":""},{"id":"30","name":"Upgrade or change a server","descriptionHtml":"","callToAction":"Upgrade or change a server","introHtml":"<p>For example, upgrade the VPN server.</p>","icon":11544,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11544","groups":[],"key":""}],"reqGroups":[{"id":7,"name":"External Support Requests"}],"orderMapping":{"73":[287],"7":[90,33,84,104],"3":[28],"5":[30],"6":[31]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"3fd8477a-cad6-303d-8955-8f979a4f9a03","appLinkName":"System Confluence","appLinkUrl":"https://hivestreaming.atlassian.net/wiki","spaceKey":"HKB","spaceName":"Hive Knowledge Base","spaceUrl":"https://hivestreaming.atlassian.net/wiki/spaces/HKB","isServer":false},"labels":[],"projectKey":"CHD","serviceDeskId":2,"kbLinkDomainURLs":["https://hivestreaming.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CHD","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YmZiYTcyYy02ODAzLTRiOGYtOGI5ZC1iYmI0OWJmMWY2ZGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMTIwMyI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTA4MzExMjMsIm5iZiI6MTc1MDgyOTkyM30.v-154T1EnQOE1Zku6lLu2MyxQei1V3tqoyZ-UrjEbmk","targetCollection":"upload-project-11203","endpointUrl":"https://api.media.atlassian.com","clientId":"9bfba72c-6803-4b8f-8b9d-bbb49bf1f6df","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":84,"projectId":11203,"issueType":{"id":"10404","name":"Silent Test"},"form":{"name":"Silent Test Request ","descriptionHtml":"","callToAction":"Silent Test Request ","intro":"<p>Submit an order requesting a Silent Test (5 business day advance notice is requested).</p>","instructions":"","icon":10532,"iconUrl":"https://hivestreaming.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11702","fieldConfigId":"12522","label":"What type of Silent test?","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"11423","label":"Booster Enable Silent Test","selected":false,"children":[]},{"value":"11353","label":"Hive Agent Silent Test","selected":false,"children":[]},{"value":"11354","label":"Hive WebRTC Silent Test","selected":false,"children":[]},{"value":"11355","label":"--Please Advice--","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11733","fieldConfigId":"12583","label":"If WebRTC - Which platforms will be used during the test","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"11398","label":"Windows","selected":false,"children":[]},{"value":"11399","label":"MacOS","selected":false,"children":[]},{"value":"11400","label":"Windows+MacOS","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11734","fieldConfigId":"12584","label":"If WebRTC - Which browsers will be used during the test","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"11401","label":"Chrome","selected":false,"children":[]},{"value":"11402","label":"Edge","selected":false,"children":[]},{"value":"11403","label":"Firefox","selected":false,"children":[]},{"value":"11404","label":"All - Chrome as preferred","selected":false,"children":[]},{"value":"11405","label":"All - Edge as preferred","selected":false,"children":[]},{"value":"11406","label":"All - Firefox as preferred","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_11434","fieldConfigId":"12162","label":"Date of Test (date format YYYY-MM-DD)","description":"5 business day advance notice is generally requested to line up a Support team resource. For crediting/billing of the service consult with your account manager.","descriptionHtml":"<p>5 business day advance notice is generally requested to line up a Support team resource. For crediting/billing of the service consult with your account manager.</p>","required":true,"displayed":true,"defaultObject":"","presetValues":[],"defaultObjectAsJson":"\"\""},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_11402","fieldConfigId":"12109","label":"Time of Test (24 hour format HH:MM)","description":"Time when the test will take place. Specify the time using the 24 hour time format.","descriptionHtml":"<p>Time when the test will take place. Specify the time using the 24 hour time format.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_11431","fieldConfigId":"12159","label":"Time Zone of Test","description":"Time-zone of the specified Time of Test.","descriptionHtml":"<p>Time-zone of the specified Time of Test.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:float","fieldId":"customfield_11359","fieldConfigId":"12065","label":"Number of Viewers","description":"Count of clients to target as the count of viewers that join the test (results may vary).","descriptionHtml":"<p>Count of clients to target as the count of viewers that join the test (results may vary).</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:float","fieldId":"customfield_11379","fieldConfigId":"12085","label":"Viewer Join Time (Minutes)","description":"Quantity of time taken up by an initial ramp up of client viewers starting to request the video stream. The viewers targeted by the test start requesting the stream at a Join Rate (calculated as viewers/second). To calculate a Viewer Join Time based on a Join Rate, use the following equation and round up to the highest minute: Viewer Join Time = Number of Viewers / (Join Rate * 60). A typical Join Rate is between 1 and 50 viewers/second.","descriptionHtml":"<p>Quantity of time taken up by an initial ramp up of client viewers starting to request the video stream. The viewers targeted by the test start requesting the stream at a Join Rate (calculated as viewers/second). To calculate a Viewer Join Time based on a Join Rate, use the following equation and round up to the highest minute: Viewer Join Time = Number of Viewers / (Join Rate * 60). A typical Join Rate is between 1 and 50 viewers/second.</p>","required":false,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:float","fieldId":"customfield_11380","fieldConfigId":"12086","label":"Test Duration (Minutes)","description":"Quantity of time that the test is requested to last. The Test Duration includes the Viewer Join Time.","descriptionHtml":"<p>Quantity of time that the test is requested to last. The Test Duration includes the Viewer Join Time.</p>","required":false,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textarea","fieldId":"customfield_11678","fieldConfigId":"12480","label":"Test Video Source URL","description":"Attendee stream or player web-page URL to be silently played by clients/viewers during the Silent Test. In most cases the content at the URL must be publicly accessible to allow the Silent Test to be executed on the URL.","descriptionHtml":"<p>Attendee stream or player web-page URL to be silently played by clients/viewers during the Silent Test. In most cases the content at the URL must be publicly accessible to allow the Silent Test to be executed on the URL.</p>","required":false,"displayed":true,"presetValues":[],"rendererType":"jira-text-renderer"},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11389","fieldConfigId":"12095","label":"Test Stream Source Platform","description":"Indicates the infrastructure that will host the Silent Test source stream. This is the Content Distribution Network (CDN) sourcing the live event stream publicly before it enters the enterprise network.","descriptionHtml":"<p>Indicates the infrastructure that will host the Silent Test source stream. This is the Content Distribution Network (CDN) sourcing the live event stream publicly before it enters the enterprise network.</p>","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10495","label":"Hive Hosted Source Stream (Hive Infrastructure)","selected":false,"children":[]},{"value":"10497","label":"Other Platform Source Stream (Partner/Customer Infrastructure)","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_11657","fieldConfigId":"12455","label":"What is your preferred Time-Zone for contact?","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/2/create/84","requestValidateBaseUrl":"/servicedesk/customer/portal/2/validate/84","calendarParams":{"firstDay":0,"date":"2025-06-25T07:38:43+0200","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"3fd8477a-cad6-303d-8955-8f979a4f9a03","appLinkName":"System Confluence","appLinkUrl":"https://hivestreaming.atlassian.net/wiki","spaceKey":"HKB","spaceName":"Hive Knowledge Base","spaceUrl":"https://hivestreaming.atlassian.net/wiki/spaces/HKB","isServer":false},"labels":[],"projectKey":"CHD","serviceDeskId":2,"kbLinkDomainURLs":["https://hivestreaming.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YmZiYTcyYy02ODAzLTRiOGYtOGI5ZC1iYmI0OWJmMWY2ZGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMTIwMyI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTA4MzExMjMsIm5iZiI6MTc1MDgyOTkyM30.v-154T1EnQOE1Zku6lLu2MyxQei1V3tqoyZ-UrjEbmk","targetCollection":"upload-project-11203","endpointUrl":"https://api.media.atlassian.com","clientId":"9bfba72c-6803-4b8f-8b9d-bbb49bf1f6df","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}