Know the steps to take to quickly get your stream back on track.

If a broadcast fails, if a presenters feed is fuzzy, don't panic! In this article, we'll outline the simple steps that can be taken to get the broadcast live in just a few minutes.


Troubleshooting Video Overview

Broadcast Failure Troubleshooting

1) Navigate to Gear icon > Streaming and check the streaming Destination. Double check that no extra spaces were included while copying the RTMP Address and Stream Key into Greenroom.  Also be sure that the destination toggle is toggled on (Green) for the destination you want.


2) If a broadcast quickly goes into the "error" state, a mismatched RTMP Address and Stream Key are likely the cause. Ensure that the RTMP Address is matched with the correct Stream Key, and retry the stream.



3) After clicking "Stream", if a broadcast remains in the "Starting Stream" state for more than three minutes, something has gone wrong. You'll want to hover over the "Starting Broadcast" button to click "Cancel Broadcast". Once canceled, verify the streaming settings as described in steps 1 and 2.



4) If the Greenroom remains in the "Getting Ready" state for 5+ minutes, there's the option to reset a broadcast. This must be used only after all other options have been exhausted. Check out our article on How To: Reset Broadcasting to learn more.


5) If reset broadcasting does not work, try also updating the RTMP Address and Stream Key post-resetting. Both of these troubleshooting methods combined should result in the ability to "Go-Live."


Troubleshoot Video Connection

If you notice a presenter that doesn't have a solid video connection in the Greenroom, you can further examine their connection with the "Troubleshoot Video Connection" option. Within the Question Mark menu in the bottom right corner, Producers can select "Troubleshoot Video Connection," to bring up metric overlays within the feeds tab, showing each video feeds resolution, frame rate, video transfer speed, and packet loss percentage. This information can give you a sense if the Greenroom user has an unstable connection in their location, comparing them to other users within the Greenroom.


Above the Stream button will be a Greenroom Troubleshooting ID that you can also reference to your Brandlive POC or Brandlive Support. If a specific user is having issues, you can click the card button in their thumbnail to generate a GUID, that can also be send to a Brandlive POC or Brandlive Support.

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To Turn off the Troubleshoot Video Connection overlay, click the option in the question mark menu again.


Brandlive Support Line

If you still need immediate assistance, please reach out to your CSM or to Brandlive video support:

(866) 532-2154