Newsflow 2 Troubleshooting Tips

Last updated: February 6, 2025

The following guide is for use by IT and engineering support in responding to Newsflow 2 tickets. It is not a user-facing document.

Introduction

Newsflow 2 is available to users at: https://www.newsflow.cc and uses the NPG Single sign-on system for authentication. Newsflow 2 accounts are created using the "Newsflow 2" entitlement in Loupe.

Important notes

• Users need to open a ticket and should not directly contact Newsflow development.
• Newsflow 2 is designed for Google Chrome. Other browsers may work but are not supported.
• When internal to NPG networks IP/DNS settings should be dynamically assigned by DHCP.
• The status page (https://status.newsflow.cc) reflects known issues actively being worked.

Troubleshooting resources

1. Status page: https://status.newsflow.cc - Issues listed are known and being worked. Inform the user and monitor the status page for further updates.
   
   
2. User accounts must be enabled for access to Newsflow 2: https://www.newsflow.cc/admin/users
   
   
3. Verify the web browser can correctly resolve DNS and access the appropriate resources:
   a) Web Application - https://www.newsflow.cc - should return the Newsflow application
   b) Backend API - https://api.newsflow.cc/newsflow - should return Newsflow 2.0 API vX.Y.Z
   c) S3 Upload Bucket - https://newsflow-upload-incoming-v1.s3.us-east-2.amazonaws.com - should return a page with xml showing "acceess denied"
   d) DVR Proxy to CM2000n - https://dvr.<domain>.com/stations - should return a list of stations available on the CM2000n
   
   
4. Chrome debug console - Press F12, then click on "Console" and look for error messages
   
   
5. Media Library storage on Wasabi - https://status.wasabi.com - shows status of Wasabi system.
   
   
6. When all steps/resources have been exhausted - reach out to Newsflow development for help triaging the ticket.
   
   Be prepared to share:
   a) The scope of the problem - How many users/uploads/locations are affected? How long has this been happening?
   b) What steps have already been attempted?
   c) Diagnostic information from above steps - inaccessible URLs and/or observed error message
   
   The support person contacting development should be prepared to continue involvement with the issue and may be asked to setup a call/screen share with the affected user/machine.

Suggestions for how and when to use troubleshooting resources

* Always start by checking https://status.newsflow.cc for known issues. If the issue is listed there, it is actively being worked. Inform the user and monitor the status page for further updates.

Problems logging in

• Verify connectivity to the Application, API, and that the account exists and is enabled.
• An unauthorized message means the account either does not exist or is disabled.
• Verify that the user is logging in to the single sign-on portal using the same email address as what is configured in Newsflow 2.
• If the account does not exist, use the "Newsflow 2" entitlement to grant access. If the account is disabled, you can enable it use the Users page of Newsflow 2.

Problems Uploading

• Verify connectivity to the API and S3 bucket.
• Check the debug console for a specific error message and log to the ticket.
• Ask Newsflow development for help triaging the ticket. Be prepared to share the information in 6.a, 6.b, and 6.c above.

Problems with Web  DVR clipping

• Verify connectivity to the API and DVR Proxy
• Check the debug console for a specific error message and log to the ticket.
• Ask Newsflow development for help triaging the ticket. Be prepared to share the information in 6.a, 6.b, and 6.c above.

Problems with processing of uploaded/clipped videos

* This can be videos showing as failed, or videos stuck in the same status for an abnormally long period of time.

• If this is a first occurrence of a problem and there is no pattern of other videos with the same issue, instruct the user to attempt the upload/clip again.
• If the error is happening repeatedly but only to one user and the resources above do not help resolve the problem, contact Newsflow development for help triaging the issue.
• If there is a clear pattern involving multiple users and/or locations and the issue is not already logged to the Newsflow 2 Status page, contact Newsflow development for assistance.

After hours with business impact

If a business impacting event occurs outside of normal business hours and no workaround is available, mark the ticket as Urgent and place in the Newsflow group. (Do NOT assign directly to a user as this disables the after hours notification.) 

This is the only time a Newsflow ticket should be directly assigned to Newsflow development without reaching out for triage assistance first.