In this article, we will go through a 4-point system on what to do when you are experiencing connectivity issues with a live stream.

Step 1: Reset your router and close all other streaming applications

  • Resetting your router and the internet in your home can make all the difference when going live.
  • Check any other computers or streaming devices in the household. For example, if your roommate is watching a Netflix show and you share the same Wi-Fi, this can affect your stream.

Step 2: Restart your computer and restart the Encoder

  • Stored session information (RAM, cache) and multiple attempts to configure and connect can cause glitches.
  • When you restart your computer, please be sure to restart the Encoder software as well.

Step 3: Copy and paste the Live credentials

  • Triple check your Live Encoder settings to match what the credentials are on the Live365 Dashboard. Occasionally when signing up for a new service, or if there are any password changes, old information can be left on an encoder without you realizing it, especially if you're in a hurry to stream live. Triple check that the information is up to date.
  • Every encoder is different, which means that occasionally you can end up accidentally inserting the username where the password should be, so triple check to confirm that the correct information is going to the correct place. Remember, you cannot leave any information out or the stream won't work.
  • Copy and paste the password from your Live365 Dashboard carefully and be sure not to leave any spaces. 

Step 4: Ensure that your master output is correct

  • When we use hardware with our encoding software, we can often think that our master output from the mixer is coming through correctly, but we could actually be experiencing dead air. The fastest way around this is to do a quick recording test with your hardware and listen back to the file. If there is still dead air, then the issue is with your hardware (mixer/sound board) of choice and not the Live365 server, so you will need to continue to troubleshoot the master output.

Testing your live stream during a time when your audience is not at a peak traffic is a great practice before the real show, you can also have a friend listen and let you know how it's going! This will really reduce stress when it's really showtime.