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Event Troubleshooting

Slides​

Slides aren't updating for some viewers, even though others are fine​

If some of your audience is connecting from a corporate network with strict web security/traffic inspection, their network may interfere with the connection used to push live slide updates specifically — video and audio use a different connection type and are typically unaffected. This isn't always uniform: some organisations' network configurations pass slide updates through fine, while more aggressively configured ones block them.

Workaround: For events with a large proportion of corporate-network attendees, prepare a downloadable copy of the slide deck or supporting documents as a fallback viewers can follow along with if live slide updates don't reach them.

On-demand slide sync breaks after replacing the recording​

If you need to swap out the on-demand recording after conversion, use the Replace function on the existing media. Uploading a brand new file instead of replacing removes the link between the recording and its slide cue points.

Sign-in​

Viewers unable to sign in​

If viewers are experiencing issues with signing in, make sure they follow the sign-in process:

  1. Register for event with name and email address. Make sure to select the privacy policy agreement box.
  2. Wait for the access code to be delivered to your designated email.
  3. Enter code into the event registration field for the code.

If you do not receive a code within 5 minutes, then click resend.

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Note: corporate email gateways can delay the delivery of email due to virus scanning and content inspection software.

Video​

Video stutter on a dual-pipeline live stream​

When running two independent pipelines for redundancy, keep both inputs' timecodes synchronised — this ensures the platform can continuously assess stream quality and select the best-performing input throughout the broadcast.

If you experience stutter on a multi-input stream:

  1. Check the source (mixer/audio chain) first.
  2. If you can isolate inputs, test running on a single input at a time to narrow down whether the issue is input-specific.
  3. Report timestamps and findings to Viostream Support promptly for the fastest diagnosis.
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With most stream encoders, you will be able to select between a UTC and Streamtime timestamp for your stream.

  • UTC anchors the timestamp to real-world time
  • Streamtime anchors the timestamp to the duration of the stream

We recommend streaming using UTC, as it is a single source of truth for your timestamp to rely on.

Playback quality issues​

Viostream utilising adaptive HLS to deliver smooth playback regardless network speed. For low speed connections, we deliver a lower quality output. If you're experiencing playback quality issues, close all unnecesary applications and open your event player in a browser with only a single tab loaded.

Getting a faster resolution from Support​

When you contact Viostream Support about something that happened live, include:

  • The event name and the time the issue started (as close to the second as possible)
  • What you saw or heard, and which input/stream it affected if relevant
  • What you'd already tried before reaching out

This is especially helpful for intermittent issues, where a precise timestamp from your side makes it much faster to narrow down the cause.