Live production troubleshooting

Most live production issues can be narrowed down quickly by checking the presenter device, studio connection, destination setup, and viewer access path separately. Use this checklist while the broadcast is still recoverable.

Presenter cannot join the studio

• Confirm the presenter is using the latest invite link for the correct broadcast.

• Ask them to join from a desktop browser when possible.

• If they are blocked at device setup, have them allow camera and microphone access in the browser and operating system.

• If the presenter was removed from the studio, invite them back or ask them to reopen the join link.

Camera, microphone, or speaker issues

• Open presenter device settings in the studio and select the intended camera, microphone, and speaker.

• Close other apps that may already be using the same camera or microphone.

• Ask the presenter to refresh the studio after changing browser or operating-system permissions.

• Use headphones where possible to reduce echo and feedback.

Check your connection before going live

Hosts and co-hosts can open Broadcast in the Studio navigation, then Diagnostics > Connection. Select Check connection before going live, or Check again to refresh a result. A check also runs automatically after you join and after the broadcast resolution changes.

Compare Yours is with Suggested upload and Suggested download. The suggestions depend on your camera, screen sharing, and incoming presenters. They include headroom and are estimates, not plan limits or a guarantee of broadcast quality.

Upload problems can affect the broadcast you send. Download problems can affect how you see and hear other presenters in Studio, even when your outgoing broadcast is healthy. An "at least" result is a measured lower bound. An inconclusive result does not prove that your connection is too slow. Results expire after five minutes; run another check if yours has expired.

Pause file transfers and cloud backups, or use a wired connection, then check again. Each presenter needs enough bandwidth to upload their camera and microphone and receive other presenters.

Checks are unavailable while a broadcast is starting, live, or stopping. During a live broadcast, upload and download warnings can still help identify connection trouble. Keep a healthy stream running; do not stop it just to run a check. Wait until it has stopped before checking again.

Go Live fails or remains stuck

• Check that at least one destination is active in Broadcast Settings.

• Confirm the host has permission to start the broadcast.

• Use Chrome or another supported desktop browser for Studio.

• Look for plan-limit or destination-limit messages in the studio before retrying.

• If the studio status stays disconnected, refresh the studio and rejoin before trying again.

A destination is not receiving the stream

• Confirm the destination was active before the broadcast started.

• Check whether the external platform regenerated or expired its stream key.

• Compare the HeyStream watch page with external destinations to see whether the issue is global or destination-specific.

• If only one external platform is affected, keep the working destinations live while you fix that platform.

Viewers report problems

• Ask viewers to refresh the watch page and check their network connection.

• Make sure they are using the personal watch link sent to their registered email address.

• If they cannot access the page, resend their watch link or send them to the registration page first.

• If chat or Q&A is unavailable for everyone, check the studio audience panel and reload the watch page in a separate browser window.

What to send support

• Broadcast title and approximate time of the issue.

• Whether the issue affected the studio, the HeyStream watch page, or a specific external destination.

• Presenter browser and operating system, if device access was involved.

• A screenshot of the error state and any destination status messages shown in the studio.