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SmartCARE’s Evolved Monitoring & Analytics: Aggregated Insights, Faster Diagnostics

August 7, 2025

SmartCARE is a comprehensive monitoring and analytics solution designed for Pay TV operators. It provides deep visibility into platform performance and viewer experience by collecting and analyzing granular service-level data across all user devices: mobile devices (Android, iOS), Smart TV (Samsung, LG, Hisense, Whale OS TVs), Android TV devices, STBs, Web (PC, Mac).

Building on SmartCARE’s robust foundation of low-level (raw) data collection and analysis — where Smartlabs has already demonstrated strong expertise — the latest update introduces enhanced data aggregation and surfacing mechanisms. These advancements extract and present the most valuable insights from raw data, such as error rates and session-level anomalies, making it easier to understand overall service health without sifting through raw logs

SmartCARE: Activity Session Monitoring

The latest version of SmartCARE introduces a new feature: Activity Sessions. An Activity Session represents the entire period between starting the SmartTUBE application and closing it, or between starting the STB and going into standby mode. Within an Activity Session, all View Sessions track specific content playback, such as VoD, Live, or Catch-up content separately.

This enhancement consolidates all content viewing data for a given application activity period into a single, easy-to-analyze page. It simplifies the process of diagnosing content playback issues on individual devices. This improvement is designed to empower customer support and technical teams with detailed insights, enabling faster and more efficient troubleshooting.

SmartCARE: New API Method for Subscriber Anomaly Detection
The SmartCARE Report API now includes a new method to deliver data related to subscribers that are experiencing service consumption anomalies. This report helps operators promptly identify and analyze unusually frequent occurrences of the following events on subscriber devices:
  • Low playback quality
  • Low playback bitrate
  • Playback quality data unavailability
  • Large join time
  • Join time data unavailability

This enhancement enables operators to focus on a number of issues that are known to impact the quality of service which may be proactively addressed ensuring improved service quality and faster resolution of potential problems.

SmartTUBE Apps Now Report Gap Jumping Events to SmartCARE

SmartTUBE applications for large-screen devices using the Shaka player now send events to SmartCARE when gap jumping occurs in a media stream. Gap jumping is a Shaka player feature that automatically skips over missing content in a stream.

Content gaps can arise in various scenarios, causing the video playback to halt while the player waits for missing content. Gap jumping prevents playback interruptions by seamlessly skipping over these gaps. With this new reporting capability, SmartCARE enables operators to monitor and analyze instances of gap jumping, providing valuable insights to improve content delivery and the quality of the viewer’s experience.

By surfacing the most meaningful aggregated insights on top of detailed raw data already collected, SmartCARE empowers technical teams to quickly identify where issues exist and focus their efforts. This new layer of intelligent observability significantly reduces analysis time and increases operational efficiency across the board.

Request a free live demo to see how SmartCARE can improve your monitoring and diagnostics capabilities.

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