This little guide is here to help you to troubleshoot using the tools we provide.
DO NOT PANIC: Technical problems arrive and panicking won’t help. You must remain calm to troubleshoot effectively.
The troubles can come from:
- Your Internet connection.
- The network lock.
- A wrong encoder configuration.
Input(s)
I can't retrieve my live feed on LiveU Studio
- Check that you're in the Testing or Publishing phase on LiveU Studio.
-
Check if the feed is correctly sent:
- In the LiveU Studio Production section (1).
- Click on the problematic input (2).
Depending on the input/protocol type:
- Use the isolated URL to preview the LRT feed.
⇒ Do you receive the stream?
Yes ⇒ The feed should be visible in the LiveU Studio, if this is not the case please contact us via chat or mail.
No ⇒ This indicates you have a local problem (internet connection/network lock/bad encoder configuration) -> Your feed is not reaching our server.
Please check :
- Your internet connection (see our network requiremment).
- Check that your encoder is sending the feed and that the encoding profile is as follows :
- Video profile: H264 or H265
- Audio profile: AAC, 48Khz
- Key Frame interval: 2 sec
- Bitrate recommendations
What to do in case of a problem with the feed received by LiveU Studio?
- Contact your network technician.
- If the bandwidth is used by other devices -> setup a QoS on the device emitting the feed.
- Use a second internet connection to publish a backup feed.
- If the minimum local delay is:
- Less or equal to 2s -> set the LU Studio input delay value to auto.
- Greater than 2s -> increase the latency (put the same delay value in your encoder than in LiveU Studio).
- Your bandwidth is too low/unstable:
- In case of slow down/fps problem in 1080p 60 fps:
- Reduce the number of layers and/or sources to the minimum (you can use hotkeys to optimize the number of input/layers).
Can't find the right answer?
Contact the LiveU Studio Support team via our Live Chat.
- Use the isolated URL to preview the LRT feed.
⇒ Do you receive the stream?
Yes ⇒ The feed should be visible in the LiveU Studio, if this is not the case please contact us via chat or mail.
No ⇒ This indicates your guest is not connected to the remote guest link or he's having a local problem (internet connection/network lock/wrong browser) -> The feed is not reaching our server.
- Send your guest our Cheat sheet for remote guest input.
-
- Download VLC.
- Click on View (3).
- Copy the provided URL (4).
- Paste this URL in VLC (Open network stream).
⇒ Do you receive the stream in VLC?
Yes ⇒ The feed should be visible in the LiveU Studio, if this is not the case please contact us via chat or mail.
No ⇒ This indicates you have a local problem (internet connection/network lock/bad encoder configuration) -> Your feed is not reaching our server.
Please check :
- Your internet connection (see our network requiremment), as well as the RTMP URL, defined in the encoder.
- Check that your encoder is sending the feed and that the encoding profile is as follows :
- Video profile: H264 or H265
- Audio profile: AAC, 48Khz
- Key Frame interval: 2 sec
- Bitrate recommendations
What to do in case of a problem with the feed received by LiveU Studio?
- Contact your network technician.
- If the bandwidth is used by other devices -> setup a QoS on the device emitting the feed.
- Use a second internet connection to publish a backup feed.
- If the minimum local delay is:
- Less or equal to 2s -> set the LU Studio input delay value to auto.
- Greater than 2s -> increase the latency (put the same delay value in your encoder than in LiveU Studio).
- Your bandwidth is too low/unstable:
- In case of slow down/fps problem in 1080p 60 fps:
- Reduce the number of layers and/or sources to the minimum (you can use hotkeys to optimize the number of input/layers).
Can't find the right answer?
Contact the LiveU Studio Support team via our Live Chat.
- Example: srt://us-vir.easy.live:8080?streamid=us-vir/other_push_19738_LXXXX
- Download VLC Media player.
- Take the complete SRT URL from the UI
- Create the pull URL by adding “srtpull/” between streamid= and the streamid itself.
Example: srt://us-vir.easy.live:8080?streamid=srtpull/us-vir/other_push_19738_LXXXX
- Paste this URL in VLC (Open network stream).
⇒ Do you receive the stream in VLC?
Yes ⇒ The feed should be visible in the LiveU Studio, if this is not the case please contact us via chat or mail.
No ⇒ This indicates you have a local problem (internet connection/network lock/bad encoder configuration) -> Your feed is not reaching our server.
Please check :
- Your internet connection (see our network requiremment), as well as the SRT URL, defined in the encoder.
- Check that your encoder is sending the feed and that the encoding profile is as follows :
- Video profile: H264 or H265
- Audio profile: AAC, 48Khz
- Key Frame interval: 2 sec
- Bitrate recommendations
What to do in case of a problem with the feed received by LiveU Studio?
- Contact your network technician.
- If the bandwidth is used by other devices -> setup a QoS on the device emitting the feed.
- Use a second internet connection to publish a backup feed.
- If the minimum local delay is:
- Less or equal to 2s -> set the LU Studio input delay value to auto.
- Greater than 2s -> increase the latency (put the same delay value in your encoder than in LiveU Studio).
- Your bandwidth is too low/unstable:
- In case of slow down/fps problem in 1080p 60 fps:
- Reduce the number of layers and/or sources to the minimum (you can use hotkeys to optimize the number of input/layers).
Can't find the right answer?
Contact the LiveU Studio Support team via our Live Chat.
Viewers are complaining about the stream
Check the stream on VLC
- Download VLC.
- In the LiveU Studio Publish tab (1), click on the RTMP recording button (2) and copy the provided URL.
- Paste this URL in VLC (Open network stream).
You can now look at the quality we are currently delivering.
⇒ Is the quality of the live feed as expected?
Yes ⇒ It's a local problem (on the viewer side) or a problem on the server of the social network you are sending to, there is nothing to do.
No ⇒ go to the next step and let's check the received feed (input).
Open the monitoring (left vertical bar)
-
Bitrate variations
Too many variations imply an issue with the live source you are ingesting.
- Profiles you might get:
Contact the LiveU Studio Support team via our Live Chat.
Unsynchronized input(s)
The feeds in or out of the studio is out of sync between audio and video?
- Open the Isolated URL of the unsync input.
- Confirm that the unsync come from the source/encoder.
- Confirm that your audio and video sources are properly configured and connected.
- Check for audio/video delays in the source devices.
- if the issue persist, please note that you can adjust the audio delay using the + or - 50ms button.
If you want to sync several sources together, you can also use the delay function provided by Studio to set a specific delay for each input if required.
Can't find the right answer?
Contact the LiveU Studio Support team via our Live Chat.