Troubleshooting

Common Issues

The Brandlive event has started, but I can’t hear anything.

Here are a few things to consider:

  1. Be sure that your computer’s sound is unmuted.
  2. You may have a set of headphones or earbuds plugged in, and the system is running your sound through them. Unplug the headphones to hear sound through your computer’s speaker.
  3. You may have a Bluetooth device (headphones or a Bluetooth ear piece) that’s redirecting your sound. Disable the Bluetooth connection to hear sound through your computer’s speaker.

I believe the Brandlive event has started, but I can’t see the play button.

If the video does not start automatically or if the play button doesn’t appear, refresh your browser screen. If this doesn’t work, close your browser (not just the tab), and restart your browser.

I can see the Brandlive event, but the video is not playing.

The video area should show a triangle-shaped play button when the Brandlive event is live. The word LIVE should also show in the upper right corner of the video player. Click the play button to start the live (or recorded) video. Note that before the day of the event, there’s a countdown timer to indicate time before the event starts. On the day of the event, a screen shows when the event starts (no timer). Often the host will begin their broadcast with a title card a few minutes before the event starts. When you click the play button, it will appear as if the video isn’t playing. That’s because all that’s playing is a still title card. Sometimes the host plays music so viewers know the video is working.

I believe the Brandlive event has started, but I can’t see the play button.

If the video does not start automatically or if the play button doesn’t appear, refresh your browser screen. If this doesn’t work, close your browser (not just the tab), and restart your browser.

When I download a file on the site while the live event is playing, my system freezes, the video pauses, or the event site acts odd in some other way.

It is likely that you’re experiencing a limitation in your computer’s memory. This is not unusual activity. To have an optimal experience during a Brandlive broadcast, download files before or after the broadcast.

The video freezes or looks jumbled during the broadcast. In time it returns to playing as expected. What can I do to avoid this?

This is likely not anything that you can fix. The source of these pauses and jumbles is due to bandwidth and processing power—with both the viewer’s computer and all the connections between it and the streaming video server. Although this can be annoying, the good news is that the broadcast usually records without problems.

Broadcasting issues

What are the bandwidth requirements to broadcast a Brandlive event?

Brandlive recommends a consistent internet upload speed of 10 Mbps (megabits per second). A lower-quality video can be uploaded at lower speeds.

What are the bandwidth requirements to view a Brandlive event?

Brandlive recommends a consistent internet download speed of 3 Mbps for an excellent viewing experience. Videos can be viewed at a lower speed, but stream quality likely will be affected.

Which internet browsers are compatible with Brandlive?

Brandlive is compatible with most major browsers running on major operating systems. Specifically, Brandlive is designed to work with Firefox 1.1+, Internet Explorer 8.0+, Safari 1.0+, Edge, Chrome, and Opera. We recommend upgrading your browser whenever possible.

What are the system requirements for someone watching a Brandlive event?

Brandlive is best experienced from a computer with the minimum specifications of either Mac OS X 10.6 or Windows 7 with latest updates installed and 4 GB of RAM. The computer needs access to an internet download speed of 3 Mbps or faster. Brandlive is responsive to all modern mobile browsers.

What are the system requirements for producing a Brandlive event?

To produce a Brandlive event with a webcam and Brandlive’s web-broadcasting software, a computer needs the minimum specs of either Mac OS 10.6 or Windows 7, a webcam (either built-in or separate USB camera), an audio-in source (either computer's microphone or built-in to webcam), and 4 GB of RAM. Computer also needs access to an internet upload speed of consistently at or above 10 Mbps.

To produce a Brandlive event with something other than a basic USB webcam, the limiting factor is your computer’s capacity to run Wirecast video-switching software. For the most current specifications required to operate Wirecast, visit the Telestream specs page. Computer also needs access to an internet upload speed of consistently at or above 10 Mbps.

Should we expect any firewall issues?

Some corporate networks and internet service providers block video transmissions by use of a firewall. If you cannot see video clips (even though your system meets the system requirements), contact your network administrator to see whether a security firewall is blocking video transmission. For further details, see Brandlive’s support section on firewalls.

I need my Wirecast serial number to update the software. Where do I find it?

Open the Wirecast software and look at Preferences > Licenses. On the licenses page you should find your serial number. Additionally, you should have received an email from Telestream/Wirecast when you installed your software; that email will also have your serial number.

How can I test my internet access speed?

A number of services are available on the web to test your internet speed. Brandlive suggests www.speedtest.net.

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