Steps to look more closely at the encoders to troubleshoot a poor-quality stream. Look at “&streamtest=Y” to verify how the “A” and “B” streams look on Primary and Backup CDN feeds.  Do the Primary and Backup streams look and sound the same or is only one of the streams having an issue?  Make note of any discrepancies seen/heard between the streams.

Troubleshoot Encoders Onsite

Look at the local encoder.  How does the program feed look within the encoder?

• If the input feed looks poor / out of sync, check that your capture card is working correctly
  • Work with the onsite crew to fix the signal so it looks correct and is in sync going into the encoder.
• If the input feed on the encoder looks good, check the encoder settings.
• Double check the output stream settings / quality match event specifications.
• Look for extraneous encoder settings that should not be there, i.e. frame delay or effect that is impacting the stream. Return encoder settings to “normal”, restart the encoder and then check stream quality.
• Stop/Restart your A encoder. Does this improve the stream? Please wait at least 30 seconds between stopping and restarting your encoders.  This allows servers to process the disconnect before you try to reconnect.
• Close encoding application or even reboot the computer if problem persists.

Engage the roll over to “B” stream

Stop the A encoder to engage the webcast console to roll over to the “B” encoder stream. (may take 30-40 seconds to see the roll over on the console).  If the quality improves, and you are in the middle of a live event, you should stick to the B encoder through the rest of your webcast.

If you restart the A encoder after the system has rolled to the “B stream”, A console refresh is needed in order to see the “A stream” on the Preview /Audience console.
 

If limited bandwidth is the issue:

• You may want to stop the “B” Encoder and have it run on a backup wireless hotspot or alternative connection than what the A encoder is running on.
• Alert the local IT contact to assist by allotting more bandwidth or opening ports, etc.