How to: Troubleshoot in Greenroom iOS

Greenroom on iOS is easy to use, including troubleshooting your connection.

To read more about how to use each feature in the app, please head over to our how-to article here. In this article, we'll cover some common issues and how to resolve them. 

Best Practices

For the best Greenroom iOS experience, we recommend: 

  • Updating to the latest software your device supports
  • Connecting to Wifi whenever possible
  • Using AirPods or headphones if you will be outside, in a location with background noise, or far away from the microphone. 

Audio Issues 

I can't hear anything while backstage.

  • Check the volume level on your device to confirm it is turned up. 
  • If using headphones, check that headphones are connected and charged in your phone's Settings.
  • If not using headphones, turn Bluetooth off. 
  • Restart the app. 

I can't hear anything while on-stage.

  • While on the canvas (on-stage), you will not be able to hear anything happening backstage as your producer will turn backstage comms on. This means presenters who are not live can still chat with each other as they wait for their turn on stage. You can learn more about backstage comms here
  • If you are on the canvas with others and cannot hear them:
    • Check the volume level on your device.
    • If using headphones, check that headphones are connected and charged.
    • If not using headphones, turn Bluetooth off. 
    • Restart the app. 

No one else can hear me.

  • Check that you are un-muted in app by tapping the microphone icon in the lower right. It should be gray and should not have a slash through it. 
  • Check your microphone permissions for the app on your device under Settings > Greenroom > Microphone. 
  • If using headphones, confirm they are connected. 
  • If not using headphones, turn Bluetooth off.
  • Restart the app.

Video Issues

I can't see myself in the Feeds tab.

  • Confirm you have the camera on in app by tapping the camera icon in the lower right corner of your screen. It should be gray and should not have a slash through it. 
  • Check your camera permissions for the app on your device under Settings > Greenroom > Camera.
  • Confirm you are connected to a strong Wifi network or have a strong cellular connection.
  • Restart the app.

The canvas is blank. 

  • If there is no audio either, confirm there is a shot live on the canvas with the producer.
  • Confirm you are connected to a strong Wifi network or have a strong cellular connection.
  • Restart the app.

Access Issues

I don't see my show. 

  • Ensure that you are logging into Greenroom with the email address your invitation was emailed to. You will not be able to access the Greenroom with any other email address. 
  • Confirm the date and time of the session you are attempting to join. 
  • Contact your event or recording session organizer. 

Contact Support 

If you are a presenter, we suggest reaching out to your event or recording session organizer first as they may already work with a Brandlive team member for support.  Otherwise, please reach out to us via email at support@brand.live or call us at 866-532-2154.

 

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