Troubleshooting a Dropped Livestream (Studio)
Dropped streams can be caused by various factors, making it challenging for the Union support team to pinpoint the root cause. When a drop occurs, our team can only observe that your streaming device isn't sending information to Union. Here are steps to help you troubleshoot before your next session.
Step 1: Prepare for Livestream Test
Before a livestream test, gather your streaming device, ensure your audio source is connected, and be in your usual teaching location. Run the test stream for FIVE minutes. If you contact support, share the direct URL for the test for comparison.
Please, note that if you do not run the test stream for long enough, it will not populate properly!
Step 2: Check Upload Speed
For stable livestreams, a minimum of 10 Mbps upload speed is crucial. Perform a speed test before each performance. Record this number for future reference. Please, test your upload speed here.
Step 3: Adjust Mobile Device Settings
If using a phone, enable Do Not Disturb and Airplane mode to prevent disruptions during the stream.
Step 4: Verify Resolution Settings
Check your camera's resolution. If your speed test results are at least 6 Mbps upload, consider adjusting from 1920x1080 to 1280x720.
Step 5: Connect Audio
Ensure all audio components are properly connected for the livestream test. For audio issues, refer to this support article.
Step 6: Run Livestream Test
Secure your streaming device on a tripod and place it in your usual teaching space. Stream for FIVE minutes. Monitor for any freezing or abnormalities.
- If you encounter freezing or issues, perform a speed test and share the results with support.
Step 7: Review and Contact Support
If inconsistencies persist or you require assistance, reach out to support@union.fit with the following details:
- Description of the issue and direct URLs for affected performances.
- Products > Calendar > Click on the performance > Copy the URL
- Internet Provider
- Upload Speed/Download Speed
- Internet Type (Fiber, DSL, or Cable)
- Make/model and software version of your streaming device (e.g., iPhone X, version 15.5).
- Streaming app used (Union Broadcaster/Larix/OBS).
- Audio source (e.g., AirPods).
- Link to your test stream.
- Screenshots of upload speed test results.
- Resolution settings in your preferred streaming application.