Live problems

Find what you are seeing, then what to do about it. For how Live works, start at Live.

OBS will not connect, or the page stays on Not connected

The relay refuses OBS without saying why on the Live page. OBS only reports that it could not connect. Go through these in order:

• The brand is not approved. The page shows Streaming needs approval. See Asking for approval.
• The key is out of date. Each stream has its own key, so a key from an ended stream, or one replaced with New key, is refused. Copy the current one again.
• The key is incomplete. Use the copy button rather than typing it. After many wrong tries from one address, the relay refuses that address for about a minute, so stop OBS, fix the key and wait.
• There are not enough credits. To start, the org needs credits for a whole hour, and a monthly limit on the org can refuse it too. Check the org's Billing page.
• Another stream is going. A brand may only run so many streams at once, and OBS is refused while it is at that limit. End the other stream.
• The relay is down. Stream details says The relay is not answering right now. A stream started now may not reach anyone. Wait and try again.

If the Server says No relay here, or the page says There is no relay set up here, so nothing can go out., there is no relay to send to, and nothing you change in OBS will help.

You cannot see the server and key, or the button to go live

• Server and key show only to people with the Admin role by default, and only while the stream says Not connected.
• The go-live button shows only to the same people, once the brand is approved and the page says Receiving from OBS. Everyone else sees the state without the button.
• Choose at least one channel to go live on. Turn a channel on in Stream details. If there are none, see Choosing channels for the brand.

A channel is not getting the stream

When a channel says Trying again, press Details for the platform's reason. A channel that refused when you went live says why on its own, and the others carry on. Common ones:

Once it is fixed, press Edit details, change something and update. Any update tries a failed channel again. The update button stays off until a field has changed.

Can't tell right now is not a fault: GreenMind has had no answer about that channel. Check YouTube Studio or Twitch's Stream Manager, through the channel's Control room link.

Some warnings show only in the Health section of the OBS panel, such as A channel's sign-in no longer works. Connect it again on the brand's Connections page. and A platform says the channel is offline although the relay is sending to it.

The page says OBS dropped

OBS stopped sending: its connection fell, it was closed, or someone pressed stop. The stream is still open, and viewers see a stall.

Start streaming again in OBS with the same key, and the stream carries on. If you meant to stop, press End stream. Nothing ends the stream for you, but relay time costs nothing while OBS is off.

The picture is poor

• Too low beside From OBS means little is arriving. Check your upload speed and OBS's bitrate. See Output settings.
• Dropped frames show in OBS's own stats. Lower the bitrate in OBS.

The stream ended by itself

The Live page does not say why a stream ended. If nobody pressed End stream, there are two causes:

• Credits ran out. The next hour could not be held. A stream ends then, even with some credits left. Buy more on the org's Billing page. The Credits figure on the page and Credits are running low: less than half an hour of streaming is left. in the OBS panel's Health are the warnings.
• Approval was withdrawn. The page shows Approval withdrawn, with any note From staff. You can Ask again.

An ended stream cannot start again. Make a new one, and paste its new key into OBS. The recording of the first keeps what reached the relay.

Saving or updating is refused

• Someone else changed this. Reload to see it. Reload, and make your change again.
• This stream is out there already. Update it instead. It has a YouTube page. Use Update YouTube, which takes the Admin role by default.
• Choose a time in the future. A schedule needs a later date and time.
• Check the title, the tags (letters and numbers, up to ten) and the channels. A tag has a space or sign in it, or is over 25 characters.
• Agree to more people watching, or put Who can watch back. Tick Yes, let more people watch this stream, or choose a narrower setting.

The preview does not show

Control OBS from this page will not connect

OBS did not answer. Open OBS, turn on Tools, WebSocket Server Settings, and check the password. Check that OBS is running on this computer, and the password is right. In Chrome, check that you allowed the page to reach your local network. OBS refused means OBS heard the request and said no: Save replay needs its replay buffer running. See Control OBS from the Live page.

A panel or overlay in OBS is empty

• No stream is going right now. The brand has no stream to show.
• Loading the stream, and it never finishes: the link was turned off or copied wrongly. Copy it again, or get a new set. See Docks and overlays.
• An overlay shows nothing. It waits until there is something to show. Now playing on your stream only works on a band's stream started from an Ensemblis show.

A recording is missing

On its way means it is still arriving. Lost from our copy (the platforms keep theirs) means that part did not reach the library, and the reason follows. Nothing of this stream was recorded, so there is nothing to cut. means nothing reached the relay.