This feature requires an Enterprise plan with the 4K add-on for Events added.
If your live event is not streaming in 4K or 2K resolution, you may need to check your plan, encoder settings, or network connection. This article outlines the most common causes of this issue.
In this article:
- What is causing my stream not to appear in 4K?
- How to solve my stream not appearing in 4K
- Suggested next steps
What is causing my stream not to appear in 4K?
These are the most common reasons you may not see your stream in 4K.
- Confirm that your Vimeo Enterprise plan includes the 4K streaming add-on. You must also have enough 4K streaming hours available for your live event.
- If you notice a discrepancy, please contact your Account Manager.
- Confirm your encoder is transmitting a 3840x2160 (4K) or 2560x1440 (2K) resolution stream.
- If the encoder sends a 1080p stream or lower, we cannot upscale it to 4K resolution.
- A drop in your network health may cause your encoder to lower the stream quality to 1080p to maintain a stable connection.
- We recommend a dedicated, stable upload speed of at least 25-40 Mbps for a 4K stream.
- If all viewers are not experiencing the same issues consistently, the network, location, and browsers of the impacted viewers could be affecting the quality of your stream’s playback on their devices
How to solve my stream not appearing in 4K
- If your Vimeo Enterprise account does not offer 4K streaming or you require additional 4K streaming hours, please contact your Account Manager for further assistance.
- If your external encoder and your network are optimal for 4K streaming, but your event doesn’t play in 4K, please contact Support. In your message, include:
- The link to your live event.
- The name of the external encoder you’re using.
- Whether the issue is consistently reproducible.
- Are all viewers experiencing the same issue, or is it affecting only a select few?
- If only a select few, is there any common factor (eg, location, browser, etc)?
Suggested next steps
- Read about contacting Vimeo Support and response times