Troubleshooting Live Streaming

Broadcasting Issues

No stream in the preview player ?

For all broadcasts:

  1. Make sure you follow our broadcasting guidelines
  2. Make sure you’ve copied the broadcast URL and stream name correctly to your encoder (no leading or trailing spaces)
  3. Make sure you have sufficient bandwidth and the broadcast is not blocked by your firewall

For multi-language live streams:

  1. Make sure to follow the guidelines for the protocol you use: Translate at Home, SRT multi-track, RTMP multi-channel.
  2. Make sure the Event status in Clevercast is set to Preview or Started

The preview player is spinning or stuttering ?

Make sure to follow our broadcasting guidelines. In particular,  the video framerate and keyframe interval should be set correctly.

Make sure it’s not a local bandwidth issue (eg. broadcasting and streaming over the same connection)? Try lowering the bitrate of the broadcasted video or watching the stream on another connection.

If you are streaming from a third party solution, like Zoom, that sends a stream with a variable frame rate, you must enable this in your Clevercast account settings. Go to the Account -> Settings menu and open the Languages panel. In the Languages panel,  set the option ‘T@H broadcasts have variable framerates (eg. Zoom restream)‘ to Yes (the option is set to No by default).

Parts of the video are pixelated or distorted ?

The broadcasted bitrate of the stream is probably too low for its resolution.

Streaming Issues

The player on my site doesn’t work ?

If no video is shown in the player on your site, check the following:

  1. Has the event been started in Clevercast?
  2. Is the player working in Clevercast? In that case, something is wrong with your embed code.
  3. The player doesn’t work in Clevercast. If it worked before, check your firewall. Try playing the video outside of your network.

The player is spinning or stuttering ?

Check your bandwidth. Try watching the video outside of your network.

The live stream has some latency ?

A latency between 16 and 30 seconds (depending on device, connection) is the default for HTTP Live Streaming (HLS). If necessary, it can be lowered but this may cause problems for clients with slow internet connections.

There are black bands in the player?

Your player has a fixed width/height that doesn’t corresponds to the aspect ratio of the streamed video (usually 16:9).

Stream appears to be in slow motion?

This can happen exceptionally if you send a broadcast without keyframes (you shouldn’t do this).

I get a spinner when switching languages a lot?

This is a one known issue: if you constantly keep switching languages in the player, you sometimes get a spinner.
It is sometimes experienced during tests, but hardly ever in a real livestream (since real viewers just select their language and listen to it). It also happens far more often in the preview player than in the real live player.

I can’t hear multiple languages in my recording?

The live stream can be recorded and downloaded as a single mp4 file containing the video stream and all audio streams (= languages). VLC player, for example, lets you select the different audio languages.

Translate@Home issues

Make sure to follow our instructions for setting up a live event for Translate@Home and our broadcasting guidelines.

Can not see the stream in the language room

Make sure the event status is set to preview or started. If the video is available in the preview player, it should also be available in the languae room.

Translated audio issues

If the quality of the translated audio is bad, you should consult our requirements and best practices for interpreters.

Translated audio is ahead of the original

There’s a known issue for T@H that only occurs under very specific conditions: if you are broadcasting a still image or animated intro with variable bitrate (VBR) at the time you set your event to preview or started. By broadcasting this type of content with VBR, Clevercast will receive a very low bitrate when the translation rooms are initialized. This may cause the translated audio to be slightly ahead of the original audio.

We are currently working to resolve this issue. In the meantime you should avoid streaming very low bitrates when you set your event to preview or started. You can do this either by broadcasting moving images or by broadcasting with a constant bitrate (CBR) of about 5-6 Mbps (for 1080p).

Note: this issue doesn’t apply if you do multilingual streaming using an RTMP multi-channel or SRT multi-track broadcast!

Couldn't resolve your issue?

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