Widevine Support is committed to ensuring we deliver the level of personal care and support Widevine customers have come to rely on. Our expert customer care representatives are available 24 hours a day, seven days a week, 365 days a year for all of your support needs.

To contact us, please reference your Widevine Support contract for your email, phone and web-based access details. For more information, contact your Widevine sales representative.

When contacting Widevine Support, please include the following information for fast assessment and resolution:

• Contact Information
  • Your name
  • Your company name
  • Your email address and/or telephone number
  
  
• A detailed description of the problem/incident including:
• Date & time of the incident, in local time
• Steps to reproduce the incident
• Asset information:
• Asset Name
• Clear or encrypted
• Encoder model and bit rate
• Video server maker and version
• Asset file location (host and file path)
• Set Top Box information:
• Make and model
• Software release version
• Boot server IP and boot location path
• IP and MAC of the STB
• Subscriber Account ID or Name
• Whether or not the STB in question can play clear content
• Whether or not the incident is repeatable on the same STB and on different STBs