Troubleshooting a Dropped Livestream
Dropped streams can sometimes be difficult for the Union support team to target as there could be many components attributed to the root cause. Meaning, when a drop stream happens, the Union team is only able to see that your streaming device was not sending information to Union. Unfortunately, it's not always clear as to why.
Here are a few things for you to check before your next class!
Step 1: Prepare to run a Livestream Test
For a livestream test, you don't need to prepare for a full class. You'll simply need your streaming device, have your audio source connected, and be in the location of where you normally teach.
It's best though to have a stream going for about 3-5 minutes. If you end up reaching out to support, you will send us the direct URL for the livestream test. This will allow for some comparing against other classes where you may have had some difficulties.
Step 2: Check your Upload Speed
If you notice that you've been having challenges with your livestream (the livestream feed drops), it will be important to gather what your upload speed is. We recommend that before every livestream class you do, you do a quick speed test to check your upload speed. We cannot stress how important it is to have a minimum of 10 mbps for a great HD livestream. *We would recommend jotting this number down in case you need to reach out to support!
Step 3: Check your Device Settings if using a Phone
If you are using your phone as your streaming device, please be sure to check your phone is on Do Not Disturb. We want to ensure your phone is not receiving repeated calls or any notifications as this can be a culprit of a dropped stream. Your Do Not Disturb settings should look like this:
Please check your Display & Brightness Settings. By default, most phone settings have an auto-lock for 30-seconds. While this is great for everyday usage, when you're livestreaming, if your phone is set for 30 seconds, unfortunately, this will cause a dropped stream.
Step 4: Check the Resolution in your Preferred Streaming App Settings
One thing to check is your resolution. If your speed test results were 300mbps download and 6mbps upload and your resolution is set to 1920x1080, we may have your try adjusting your resolution to 1280x720.
If you're unsure of how to adjust this, please visit Adjusting your Resolution in Larix or Adjusting your Resolution in Union Broadcaster.
Step 5: Connect your Audio
While we understand your audio may not be the root cause, it's best to make sure we have all the parts connected for your livestream test.
Step 6: Setup your streaming device in the space where you stream.
You can place your streaming device (i.e. iPhone) in a tri-pod for security. The most important thing we're looking for though is that it's in the space from where you stream your classes.
Step 7: Run your livestream test
It's best though to have a stream going for about 3-5 minutes. If you end up reaching out to support, you will send us the direct URL for the livestream test. This will allow for some comparing against other classes where you may have had some difficulties.
While you're running your livestream test, be sure to keep your on your livestream to see if you notice any freezing or any other abnormalities.
If you're noticing a spinning wheel or the images freezing, open a new window on your laptop (where you're viewing the livestream) and run a quick speed test (fast.com). Jot down the upload speed or even better, grab a screenshot to send to the support team.
After 3-5 mins have passed, please end your livestream test.
Step 8: Review your Experience
If you noticed some inconsistencies when running your livestream or would still like the support team to take a look at your streams, please reach out to support@union.fit. Please provide them with the following information:
- Details on what you've been experiencing. Please provide direct URLs for the performances that had these issues (Products > Calendar > Click on the performance > Copy the URL). If replays were produced, please provide direct URLS for additional examples.
- Your streaming device make/model, and software version (i.e. iPhone X and version 15.5)
- The streaming app you are using (i.e. Union Broadcaster App or Larix)
- The audio source you're using (i.e. airpods)
- The link to your test stream
- Screenshots of your upload speed test results
- The resolution in your preferred streaming app.