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Issue Checklist
Streaming issues can result from many different factors. Problems may originate from your broadcasting software or device, network conditions, or the destination platform itself. Because live streaming depends on multiple components working together, diagnosing the source often requires checking each part of the chain from broadcaster to viewer.
Start with the most common setup problems
Most support cases come down to one of a few setup mistakes. Rule these out before working through the chain below.
Wrong stream key for the configuration
Every Streamrun Pro configuration and Streamrun Go has its own Stream URL and Stream Key. A key from one will not connect to another, so the input stays empty.
Bitrate set above what the connection can carry
A video bitrate higher than your sustained upload speed, or RTMP on a lossy mobile network, makes the stream stutter and stall. Measure your upload and use SRT with enough latency on mobile.
Streaming directly to the platform instead of through Streamrun
If your encoder points at a Twitch or Kick key, the video never passes through Streamrun, so disconnect protection and other features cannot apply even with a session running.
Streaming to the platform directly and through Streamrun at the same time
Sending two sources to one platform key makes the player buffer and drops quality. Keep the platform key inside Streamrun and stream to Streamrun alone.
For the full symptom, cause, and step by step fix for each of these, see the Streamrun troubleshooting guide.
Issue before incoming stream is received in Streamrun
First, check if your stream is being received by Streamrun.
If you don't see "connecting dots" moving in the Editor, you likely have the wrong URL or stream key in your streaming software, or insufficient network to establish a connection.
If the connection is established but the bitrate or FPS is poor, check whether your device's encoder is overloaded or your bitrate is too high for your network upload speed.
If the input seems fine but your video isn't visible in Streamrun's Preview window, contact us.
Stream comes to Streamrun but doesn't go to the destination platform
If the Streamrun Preview video looks good, the issue is most likely with the destination platform or the connection between Streamrun and that platform.
Check the Output stream element's Errors and warnings section. Are there any listed messages?
Check Downdetector (downdetector.com) to see if others are reporting issues with the same platform.
If the problem persists, contact us with the details below.
Contact us
When reporting an issue, please include the following information to make the investigation easier and faster. Email us at support@streamrun.com.
Related
Streamrun Troubleshooting Guide
The most common setup problems with the symptom, cause, and exact fix for each.
Contact Us
Get in touch with the Streamrun support team.
Preview Video
Monitor your output in real time to verify the stream looks correct.
Output Stream
Check errors and warnings in the Output stream element.
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