Friendly Reminder: For the most up-to-date information regarding this article, please use the following link: https://confluence.sportradar.ag/pages/viewpage.action?pageId=506711313 

Below are some instruction on how to resolve a live stream that is not starting or working

1. Check if the stream is visible on Keemotion’s system. (WebAdmin or SportsHub)

   1. If not, do a standard investigation to determine the issue. (Check cameras, check director file configuration, etc.)

   2. Assist the client with any necessary procedures the may need to take to fix any issues. (Restart PoE, re-plug USB cables, etc.)

   3. Escalate any major issues to 2nd line and inform the customer that a resolution is being worked on.

2. Confirm with the client if the stream is showing up on their streaming platform (Youtube, Facebook, Twitter, etc.)

   1. If not, confirm that the the streaming link is correct in the stream configuration. Ask the customer for the link provided by their service of choice, to compare with what is in the configuration.

   2. Confirm if their network bandwidth is sufficient for the quality of the stream.

   3. If the customer is using ManagedRTMP (Dailymotion), make sure sound is working on the production.

   4. Restart the production if needed.

Friendly Reminder: These steps should help resolve issues with typical live streams. Any complications or further issues with non-standard setups should be escalated to the next level of support appropriately and the customer should be informed.