What is in this article?

This article contains the problems, possible causes and possible solutions in the event of a live stream transmission malfunction.

For the following problems 


  • "Your encoder is not connecting to the livestream",
  • "Your stream is interrupted" and
  • "Participants do not see video"

possible causes and recommendations are listed. 





Problem

Find each problem below with the potential causes and possible solutions to fix the problem:



1. Your encoder does not conntect to the livestream  

  • Reason 1: The Upstream in STREAMBOXY was not started
    • Possible Solutions: 
      • Start the upstream
      • Recommendation: Reset the session to "Reset Session" to the scheduled state and use the newly generated upstream URL in your encoder. Start your upstream first in STREAMBOXY and in the second step afterwards the upstream in the encoder.

  • Reason 2: No internet connection available from the encoder 
    • Possible Solutions: 
      • Check the line from the encoder (this is possible from another network for example). 
      • Check plug connections
      • Test your uplad speed with a Speedtest in the same network
      • Recommendation: Use a LAN line with at least 10 Mbit/s upstream.
         
         
  • Reason 3: The wrong upstream URL was configured 
    • Possible Solutions: 
      • Check Upstream URL - Compare settings 
      • Reconfigure Upstream URL (New Copy) [Make sure that all characters of the URL are copied]
         
         
  • Reason 4: Firewall blocks corresponding ports [RTMPS(2935/2936), RMTP(1935/1936)]
    • Possible Solutions: 
      • Use another Internet line
      • Use of secondary upstream URL
      • Use RTMP upstream (contact our support here)
      • Recommendation: Coordinate with your Internet provider (hotel, etc.) whether the corresponding ports can be released
         
         
  • Reason 5: Wrong settings selected in the encoder
    • Possible Solutions: 
      • Check encoder settings against documentation
      • Restart encoder after changing settings
      • ATTENTION: For any changes of encoder settings, after the first start of the livestream, a new upstream URL must be generated. For this, the livestream must be reset.

  • Reason 6: Unsupported encoder is used
    • Possible Solutions: 
      • Use another encoder
      • Recommendation: You can find our supported encoders here.


  • Solution procedure, if the reason is not clear: 
    • Reset your livestream session and start the session again. Follow the correct procedure for setting up the Livestream encoder: 
      • Start livestream
      • Wait until the livestream is shown as started in STREAMBOXY.
      • Copy the upstream URL and connect it to your encoder.
      • Start the stream there and wait for a system feedback (everything works or an error message is displayed.
    • If an error message is displayed again, please contact us.



2. Your stream is interrupted  

  • Reason 1: Unreliable internet connection
    • Possible Solutions: 
      • Check the line from the encoder (this is possible from another network for example)
      • Check plug connections 
      • Test your upload speed with a Speedtest in the same network
      • Recommendation: Use a LAN line with at least 10 Mbit/s upstream

  • Reason 2: Unreliable hardware with software encoders
    • Possible Solutions: 
      • Use a different hardware
      • Perform a load test before the actual event with hardware to be used (dry run)
      • Recommendation: You can find our supported encoders here.
      • ATTENTION: For any changes of encoder settings, after the first start of the livestream, a new upstream URL must be generated. For this, the livestream must be reset.
         
  • Reason 3: Error in video signal
    • Possible Solutions: 
      • Check your camera setup  
      • Recommendation: Perform load test before actual event with the equipment to be used (Dry Run)

  • Reason 4: Encoder sends variable upstream bitrate
    • Possible Solutions: 
      • Check your encoder settings 
      • Recommendation: You can find our supported encoders here. 
      • ATTENTION: For any changes of encoder settings, after the first start of the livestream, a new upstream URL must be generated. For this, the livestream must be reset.
         
  • Reason 5: Your encoder does not send an audio track [Especially with still images in pauses] 
    • Possible Solutions: 
      • Check audio track connection and always send with sound even for still images 


  • Reason 6: Your encoder is not supported 
    • Possible Solutions: 
      • Use other encoder
      • Recommendation: Use supported encoder (documentation) 


  • Reason 7: Incorrect encoder settings  
    • Possible Solutions: 
      • Check encoder settings with documentation 
      • Restart encoder after changing settings 
      • ATTENTION: For any changes of encoder settings, after the first start of the livestream, a new upstream URL must be generated


  • Reason 8: Different encoders for primary and backup stream 
    • Possible Solutions: 
      • Always use the same encoders with the same settings for primary and backup stream. Otherwise, smooth operation cannot be guaranteed
      • ATTENTION: For any changes of encoder settings or encoders, after the first start of the livestream, a new upstream URL must be generated





3. Participants do not see video  

  •  Reason 1: The session was not fully started for participants 
    • Possible Solutions: 
      • Start the event for participants 
      • Browser lost real-time connection to the platform -> Refresh page
      • Recommendation: Use Supported Browser 
      • Participant is in the wrong session
         
  • Reason 2: Participant's internet connection is blocked  
    • Possible Solutions: 
      • Inform participants that domains are unblocked (especially in corporate networks, VPN) 
      • Overloaded VPN, Overloaded Internet connection, Overloaded proxies
        • Solution: eCDN 
      • Brandwidth limitation
      • Test with same end device in other network