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Before contacting us

My stream is not working or there are performance issues. What do I need to check?​

  • Check that you're broadcasting to the correct URL and with correct credentials.
  • Check that your resolution, bitrate and GOP-length are at the correct values. Read more about encoder settings.
  • Check that your encoder is running the correct profile.
  • Test without b-frames
  • Check if your stream is visible using the Vindral QoS Player.
  • If the stream is visible in the Vindral QoS player, check if performance is satisfactory.
  • Check that your player used is set to the correct channel id.
  • Make sure that the computer running the encoder is powerful enough. CPU load should be below 70% at all times.
  • Check the internet connection to the encoder, both in terms of bandwidth and stability.
  • Try streaming using an alternative ingest point.
  • Try streaming from an alternative location.
  • Contact your NOC to verify that there are no network issues.
  • Read the other troubleshooting sections.

I'm still seeing issues after ruling out stream settings, encode hardware and internet connection as the possible culprits.​

If you have an extended SLA, give us a call and we'll be right on it! Otherwise, raise a ticket through the Vindral Portal or through your support portal.

You can also always send us an e-mail as well and we'll help you out as soon as possible.