Troubleshooting steps for Live Streaming in Brella for Organizers

Detect and resolve technical issues you may encounter when testing the stream in Brella and ⭐ bookmark this guideline to have at hand during the event.

What to do when encountering technical issues? Once you know the main elements involved when hosting a stream in Brella, we can move on to the most common issues we have been asked for.

⭐ Remember to bookmark this page to have at hand during your event. 

1. My live streaming setup works outside Brella but is not showing in Brella?
2. My live streaming works outside Brella, but it's showing a black screen in Brella?
3. Blank bars on the screen (Vimeo)
4. Audio issues
5. Can there be a delay for a live stream to load on Brella?

Most of the stream technical issues in Brella are related to or coming from:

• The streaming provider's end. It could be a bug, and servers are down, etc.

• Wrong stream configuration. If the configuration is not well armed, the stream will not work. Therefore, it's imperative to follow the provider's guidelines given in their Help Center. It's also good to have a point of contact in the team.

  To create the stream setup, please follow the guidelines on such a provider chosen—examples in this article. The integration should consist of these elements.

• Bad Internet connection. To stream, you need a secure and strong internet connection as your internet will be uploading and downloading information for the streams, event platform, and other platforms you may have opened on your computer, including all people's devices in the same room.

• Brella's servers are down. When the stream doesn't work in the Streams tab in Brella but works outside the Brella Web App, it means there is something wrong with Brella, and in that case, our Product team will have already spot it as they count with a contingent server monitoring process.

1. My live streaming setup works outside Brella but is not showing in Brella?

This could be for 3 reasons:

• The stream configuration doesn't have the embedding option enabled.
  • Solution: Go back to the Settings page of all the services you are using and enable Embedding.

• Embedded streams will work if these have been set as public sharing. Twitch and Youtube can only embed live streams if there are open to the public. 
  • Solution: Solve this by double-checking the requirements for embedding a live stream in the streaming provider's help center.
• The viewer has a strong security firewall that doesn't allow them to watch the stream.
  • Solution: Solve this quickly by following these steps.

• Brella servers are down. 
  • Solution: If all of the aforementioned have been checked and the issue persists for longer than 10 mins, please contact us immediately so our team will look into it.

2. My live streaming works outside Brella, but it's showing a black screen in Brella?

This could be for 1 reason:

• The Internet connection is poor, and the streaming destination can display the stream in their platform but has not had enough capacity to display it in Brella.
  • Solution: Find some tips on how to decrease the loading time of the live stream delay.

3.  Blank bars on the screen (Vimeo)

Those blank bars are coming from Vimeo and the embed code that you add to Brella. To get rid of these blank bars, you can follow these steps:

1. Go to the Vimeo player and get the embeddable player URL, not the embeddable event URL.
2. Add this text player URL to Admin Panel, and then add this part after it: "?"
   
   h=0cd4ed64a0&autoplay=1&loop=1&color=00af66&title=0&byline=0&portrait=0
3. The end URL should be something like this: "https://player.vimeo.com/video/271224713?h=0cd4ed64a0&autoplay=1&loop=1&color=00af66&title=0&byline=0&portrait=0"
4. So we are basically adding video parameters, which allow us to customize the embedded video. Vimeo has developed lots of such parameters. The only problem is that these parameters only work for the player URLs, not the “live event URLs”, so we would have to find the player URL rather than an event URL and then add the parameter to it.

Here is the article about making video responsive on Vimeo Help Center for more info:

https://vimeo.zendesk.com/hc/en-us/articles/360000710167-Accessing-and-editing-embed-codes (Go to Responsive embeds). 

4. Audio issues

This is due to the audio equipment you are using for the stream.

• I cannot hear the audio in the streaming.

  • Solution: If you cannot hear the stream's audio, please follow the Troubleshooting steps for Audio Settings.
• There is an echo in the streaming audio.
  • Solution: Ensure you have only one stream open at a time. If you must have more than one stream tab/page open, mute the other tabs and keep only the active tab with sound on.
  • You can make use of headphones to eliminate the echo.

5. Live Stream delay

• Can there be a delay for a live stream to load on Brella?
  • Solution: This depends on the streaming solution you are using. Generally, a video stream from third-party tools loads from 10 to 30 secs later than the actual video. Find tips on how to decrease the delay live stream delay to the maximum.
  • A live stream delay can be between 15-45 seconds.

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Last updated on September 2021. 

Written by Stephanie Campano Valenzuela. 

If you didn’t find an answer to your questions, please contact the Support Team here.

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