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Troubleshooting Live Streams

Viewer issues​

I see a countdown instead of a live stream​

A scheduled session is coming up but hasn't started yet. The live slate displays automatically until the session goes live. Check the scheduled start time with your broadcaster.

I see a "stream has ended" message​

The session has ended and there are no upcoming sessions scheduled. The broadcaster may add a new session or publish the recording — check back later or contact the event organiser.

The stream is buffering​

Viostream uses adaptive bitrate streaming — the player automatically adjusts quality to match your network speed. If buffering persists:

  • Check your internet connection
  • Move closer to your Wi-Fi access point or switch to a wired connection
  • Try reducing video quality manually if a quality selector is available

The stream is stuck or frozen​

Hard-refresh your browser to force a clean reload:

  • Windows: Ctrl + Shift + R
  • Mac: ⌘ + Shift + R

The stream isn't playing at all​

Some browsers block video autoplay. Click the play button in the centre of the player to start playback manually.

Operator issues​

My encoder shows Offline​

Your streaming software is not connected to Viostream.

  1. Confirm your encoder software (e.g. OBS) is running and actively streaming.
  2. In  Settings → Encoders → View Details, verify the RTMP Input A URL and Stream Key match what is entered in your encoder software exactly — a single character difference will prevent connection.
  3. Check that port 1935 (or the port in your RTMP URL) is not blocked by your firewall or network.
  4. Stop and restart your encoder software, then check again.

My session won't start​

The Start Session button requires the encoder to be in Connected status. If your encoder shows Offline, connect your encoder first, confirm it shows Connected, then start the session.

Autostart didn't fire​

Autostart only triggers if the encoder is in Connected status at the scheduled start time. If the encoder was Offline at that moment, autostart will not fire and the session stays in Scheduled state.

Start your encoder software before the scheduled time, confirm it shows Connected, then start the session manually or wait for the next scheduled autostart opportunity.

The recording isn't appearing in my Library​

Recording processing takes a few minutes after the session ends. Wait 5–10 minutes, then check your Library for recent uploads. If it still hasn't appeared after 15 minutes, contact Customer Success via the Live Chat.

Viewers can't see my live video even though I'm streaming​

Check two things:

  1. Session is Active — confirm the session status in Viostream shows Active. Being connected is not enough — you must also start the session for viewers to see your video.
  2. Encoder is Streaming — confirm the encoder status shows Streaming, not just Connected. If it shows Connected, your encoder software is connected but not sending video — click Start Streaming in OBS (or equivalent).

The stream dropped mid-broadcast​

If your encoder disconnects during an active session:

  1. Check your network connection.
  2. Restart your encoder software and begin streaming again.
  3. Once the encoder shows Connected or Streaming, the session remains Active in Viostream and viewers will see your video again automatically.

If the encoder remains offline for an extended period, consider ending the session and starting a new one once reconnected.