skills/ls-doctor/references/support-and-escalation.md

# Support and escalation

## Build a bounded incident record

Include only what helps reproduce the fault:

- Windows or macOS version and CPU architecture.
- TikTok LIVE Studio version and whether it was running or LIVE.
- Exact local time and time zone of the incident.
- Exact error text or enforcement notice.
- Last-known-good date and the app, OS, driver, hardware, or routing change since then.
- Scene orientation, source types, encoder, output resolution/FPS/bitrate, and whether multistreaming or co-hosting was active.
- A sanitized collector report and narrowly cropped screenshots.
- One-variable tests already run and their results.

Exclude passwords, 2FA codes, cookies, tokens, stream keys, server URLs, full account exports, device IDs, complete raw config/log folders, private chat, viewer data, and unrelated personal files.

## Handle logs

Use log counts first. If a raw excerpt is genuinely required, ask permission, select only a small time-bounded excerpt around the incident, redact credentials and identifiers, and show the user the exact excerpt before any upload or message. Never upload on the user's behalf without explicit confirmation.

## Escalate by failure layer

- **Account access or restriction:** use TikTok's in-product report/appeal path and attach the exact notice plus account-region/version facts.
- **TikTok LIVE Studio defect:** use the LIVE Studio Help Center/feedback route with clean reproduction steps, versions, and the sanitized report.
- **OBS Virtual Camera:** include OBS/OS versions, camera-extension status, and whether the OBS camera is visible in another app.
- **OS device/permission fault:** use Apple or Microsoft support after proving the device fails outside TikTok LIVE Studio.
- **Creator Network request:** contact the chosen network through a verified channel; never send credentials or a stream key.

Do not claim that LS Doctor, reinstalling, an agency, or a local file edit can guarantee account access or reverse enforcement.