Troubleshooting

Troubleshoot audio and video quality and connection issues.

Echo, Feedback or Distortion of Event’s Audio and/or Video

If there is an issue with the audio and/or video quality, start by determining if it is an issue with a presenter’s telephone line or video feed or a local playback issue for a viewer.  Issues with the event's audio/video stream will impact the entire audience. In this case, you would see a large volume of reports of issues accessing the event. Local playback issues may be isolated to a small percentage of the audience due to a problem with their computer, network or internet connection. In this case, you would see a single report or a few reports of issues.

Audio Events

For audio events, you can test the audience stream by clicking on the gear icon in the Presenter Bridge section of the Live Studio.

The Presenter Bridge section with the Settings button circled

In the pop-out window, click on the Play button to listen to the stream the audience will hear.

The Backup Bridge section with the Additional Bridge Options window

If there is an issue with an individual presenter's line, it should impact their audio only. In this case, have the presenter hang out or disconnect and join the Presenter Bridge again. If the issue persists, have them use another phone line. If there is an issue with the phone bridge, it should impact all presenter's audio. In this case, follow the troubleshooting steps below. To confirm another line is not impacting other presenter's audio, it is recommended to have all speakers mute their lines locally to avoid feedback or an echo. Have each presenter unmute and test their audio individually to identify the problematic line.

If there is an issue with the phone bridge (not an individual speaker line) and the event was set up with a Back-up Phone Bridge, you will see a gear icon by the Presenter Bridge information in the Live Studio.

The Presenter Bridge section with the Gear button circled

Click on the gear icon and click Switch Audio Source to Alternate Bridge to switch to the event’s back-up phone bridge.

The Presenter Bridge section with the Additional Bridge Options window and the Switch Audio Source to Alternative Bridge button circled

Follow the instructions to dial-in, connect and switch to the back-up bridge. Click Set as Webcast Audio Source to switch the bridge on the event.

Switch Audio Source to Alternate Bridge window shows the dial-in information for the backup bridge and the Set as Webcast Audio Source button

Speakers will then be prompted to disconnect and dial into the new bridge.

Video Events

For video presentations, make sure you are using a wired internet connection to present and close any unneeded programs running on your computer. It's recommended to disconnect from a VPN if you are connected to one. If the audio or video issue is being experienced by the entire audience, follow the instructions below based on the video acquisition being used:

Video Bridge Events

If the issue is related to a single presenter, have the presenter close the Live Studio and reconnect to the Video Bridge. If the issue persists, have the presenter try to use a different camera and/or microphone source. If the issue is related to all presenters, switch to the Backup Stream in the Broadcast Controls section of the Live Studio. Click on the Backup Stream box to activate it on your event.

Video Bridge streams section shows video streams connected and backup stream circled

If the issue persists, use the red x next to the Primary and Backup Stream to reconnect the Video Bridge to the event.

Webcam Events

Have the presenter close the Live Studio and reconnect to their webcam. If the issue persists, have the presenter try to use a different camera and/or microphone source.

Encoder Events

If a Backup Stream has been connected, switch to the Backup Stream in the Broadcast Controls section of the Live Studio. Click on the Backup Stream box to activate it on your event. If the issue persists, ensure there isn't an issue with the Encoder source delivering the video feed and restart the Encoder as needed.

Encoder streams section shows video streams connected and backup stream circled

VCU Events

Have the presenter use the Reconnect button to reconnect the VCU to the event. If the issue persists, ensure there isn't an issue with the VCU source delivering the video feed and restart the VCU as needed.


VCU Connection section shows the H.323 protocol selected and the VCU address entered

Investigating a Presenter Issue

To investigate a presenter issue, please have the presenter capture the details below. For self-service presentations, provide this information to Support for investigation. For managed presentations, provide this information to your Production Manager.

System Testhttps://event.webcasts.com/test/advanced

WebRTC Test (Chrome-Webcam and ScreenShare Events Only)https://www.webcasts.com/test/webrtc.asp

Screen share not connecting or not displaying to viewers

This troubleshooting article addresses issues related to screen sharing.

Issue

You’re a presenter and you start screen share, but it doesn’t connect so that you can broadcast your screen (Live Screen Share displays a message that you are no longer sharing your screen with the audience). Or, you’re screen sharing and viewers can’t see what you're sharing.

Resolution

If screen share won't connect:

If screen share connects, but your screen isn't being shared, make sure Chrome can access your Camera and Microphone.

To allow Chrome access to your camera and microphone:

  1. At the top of the Live Studio window, to the left side of the web address, click the Lock LiveStudio-Chrome-LockButton-21px.png button.
  2. Next to Camera and Microphone, select Allow.

    LiveStudio-Chrome-CameraMicAllowed.png

If viewers still can’t see your screen, close any programs that could be using your webcam and make sure none of these programs are running in the background.

Telephone Events - Speaker Can't Connect

Connecting using Phone Audio

If you would like to connect to the Presenter Bridge using your telephone, select the Phone Audio tab in the Presenter Bridge section. The system should display a local dial-in number and Passcode for the presenter. Presenters can use the dropdown to select another country number as desired.

Phone Bridge section shows Phone Audio tab and dial-in details

If you have issues connecting to the Presenter Bridge:

Connecting using Computer Audio (VoIP)

If you would like to connect to the Presenter Bridge using computer audio (VoIP), select the Computer Audio tab in the Presenter Bridge section. The system will display a Microphone and Speaker dropdown to allow you to select the sources that will be used.

Phone Bridge section shows Computer Audio tab and camera and microphone selected

The audio from the selected Microphone will be registered with a blue bar directly below the Microphone dropdown. Click Test next to the Speaker dropdown to test the audio playback. Once your Microphone and Speaker have been tested, click Join to connect to the Presenter Bridge

If you have issues connecting to the Presenter Bridge:

Telephone Events - Bridge Disconnected / Issue with Bridge During Event

If there is an issue with an individual presenter's line, it should impact their audio only. In this case, have the presenter hang out or disconnect and join the Presenter Bridge again. If there is an issue with the phone bridge, it should impact all presenter's audio. In this case, follow the troubleshooting steps below. To confirm another line is not impacting other presenter's audio, it is recommended to have all speaker mute their lines locally to avoid feedback or an echo. Have each presenter unmute and test their audio individually to identify the problematic line.

If there is an issue with the phone bridge (not an individual speaker line) and the event was set up with a Back-up Phone Bridge, you will see a gear icon by the Presenter Bridge information in the Live Studio. 

The Presenter Bridge section with the Settings button circled

Click on the gear icon and click Switch Audio Source to Alternate Bridge to switch to the event’s backup phone bridge.

The Presenter Bridge section with the Additional Bridge Options window and the Switch Audio Source to Alternative Bridge button circled

Follow the instructions to dial in, connect and switch to the backup bridge. Click Set as Webcast Audio Source to switch the bridge on the event.

Switch Audio Source to Alternate Bridge window shows the dial-in information for the backup bridge and the Set as Webcast Audio Source button

Speakers will then be prompted to disconnect and dial into the new bridge.

Audio Bridge Source Changed window shows the dial-in information for the new bridge

VCU Events - Can't Connect / Sitting on "Connecting" Screen / "VCU Dial Out Failed" Message

This troubleshooting article addresses issues related to the VCU stream not connecting to the event.

Issue

The moderator is unable to connect the VCU stream to the event when dialing out to the VCU from the Live Studio or when dialing in to the event. Can’t Connect / Sitting on "Connecting…" Screen / "VCU Dial Out Failed" Message

Resolution

Still need help? Contact Support for assistance.

Video Bridge Events - Guest Presenter or Presenter Disconnected

If a Guest Presenter is dropped from the bridge, check to make sure an Admin has joined the Video Bridge in the Live Studio. An Admin needs to join the Video Bridge to connect and start the presentation. If an Admin has not joined the Video Bridge, you will see a notification in the Video Bridge.

Video Bridge shows the Waiting for your host to connect screen

If any Presenter is dropped from the bridge, please check your internet connection. Individual presenters disconnecting is typically related to an issue with their internet connection. We recommend using a wired connection to ensure a solid, stable connection while broadcasting your video. If you are connected to a VPN, please disconnect before joining the Video Bridge.

Video Bridge Events - Speaker Can't Connect

This troubleshooting article addresses issues related to a presenter's audio or video stream not connecting to the video bridge.

Issue

In the Live Studio, presenters are unable to connect their video stream to the video bridge.

Resolution

To allow your browser access to your camera and microphone:

  1. At the top of the Live Studio window, to the left side of the web address, click the Lock LiveStudio-Chrome-LockButton-21px.png button.
  2. Next to Camera and Microphone, select Allow.

    LiveStudio-Chrome-CameraMicAllowed.png

If you still can't connect your webcam stream, close any programs that could be using your webcam and microphone and make sure none of these programs are running in the background.

Still need help? Contact Support for assistance.

Connecting Using Skype

Webcam broadcasts - Stream not connecting

This troubleshooting article addresses issues related to connecting the webcam stream to the event.

Issue

You're a moderator and you connect the webcam stream, but it doesn't connect so that you can start the event. The connecting screen displays the video player, but your webcam stream is never connected.

Broadcast Controls shows the stream connecting screen in the video player

Resolution

If the webcam stream won't connect:

When you join the Live Studio, make sure your browser is allowing the Live Studio to access your webcam and microphone.

To allow your browser access to your camera and microphone:

  1. At the top of the Live Studio window, to the left side of the web address, click the Lock Lock button button.
  2. Next to Camera and Microphone, select Allow.

    Chrome settings show camera and microphone allowed

If you still can't connect your webcam stream, close any programs that could be using your webcam and microphone and make sure none of these programs are running in the background.

Still need help? Contact Support for assistance.

Webcam Events - Message stating "Access to your webcam is required to continue"

This message indicates that the computer’s video and audio sources are already in use or access is blocked.  Please follow the troubleshooting steps below:

If you continue to have issues, your network may be blocking access to your webcam. Please make sure you meet the network requirements.