Live Audio Troubleshooting

If you are facing issues with your live audio, consider checking with the audio source or the encoder.

• Ensure this isn’t isolated and all viewers are experiencing the same audio issues through the player while observing your stream
  • •  If everyone is experiencing different audio issues, this could be an individual viewers network.
    • If everyone is not experiencing the same audio issues, but there are multiple reports from users, capture debug logs on a player which is experiencing the issue while it is happening.
• Restart your encoder.
  • • This may sound simple, but some encoder-based issues can be resolved with a restart.
• Test your audio input and workflow.
  • • Try a different port, if you have one available on your system.
    • Check to make sure your sound card and audio drivers are up-to-date. 
    • Check the origin of the audio by cutting out as much of the workflow as possible for the audio and if the issue is the audio from the source, add additional pieces of your workflow one, by one.
    • Remove the audio source from the project and re-add it to establish a fresh connection
    • Check capture device output settings such as audio bitrate and sample rate. Make sure they match the encoder settings. 
    • Check physical cables: are they fully connected, are they in good condition, try different cables. Ensure they are not near a power cable as that can cause noise. 
    • Check equipment feeding the inputs
    • external mics may need an additional power source or may need specific settings, and cables, to work properly. 
    • Is the mic being used according to the user manual? Designated in the computer as a Line in vs Mic signal, 48 kHz, and proper cable. 
• Check your network.
  • • Ensure your network is in line with our network requirements.

Information to provide to support

• Device details from the streamer
  • • Encoder, operating system, and browser version used for viewing/playback.
• Device details from the viewer
  • • Operating system and browser version used for viewing/playback.

• Capture Debug Logs
  • • Capturing Debug Logs while the issue is present will help support narrow down the issue.
• Capture browser logs
  • • HAR files may not always be necessary but it is good to have in case the debug logs don’t capture enough information.