Troubleshooting #

When something is not working as expected, most problems come down to one of a handful of causes. This page walks through the issues club admins run into most often, with the quickest fix for each. Work through the steps in order.

If you are in the middle of a broadcast and short on time, jump to the symptom that matches what you are seeing in the quick-scan list near the end.

Streaming #

Live broadcast problems are nearly always about the link between your encoder and the stream.

The stream will not go live #

1. Check a stream key is linked

   Open the stream with its Live Studio button on the Live Streams page. Under Input, confirm a stream key is selected and linked with Link Input. Link Input is disabled once the stream is live.

2. Check your encoder settings

   Your encoder must use the exact Stream URL and Key shown for the linked key. For an audio key the field is Audio Endpoint. There is no copy button, so select the text to copy it.

3. Check the key's status

   Go to Settings > Stream > Stream keys and check the key's status. Not found means the key's broadcast input no longer exists: delete the key, create a new one and link it. See what each status means.

4. Check the go-live setting

   A stream with manual go-live does not start on its own. Its row shows a small M badge ("Manual go-live required"). In Studio, press GO LIVE, or switch GO-LIVE CONFIGURATION: to AUTO. If GO LIVE is greyed out, the stream is set to AUTO or is not ready yet. If the go-live time has passed, the stream stays under Upcoming streams with its Live Studio button for 4 hours; after that it moves to Past streams as Not live.

5. Start a little early

   Begin sending your feed several minutes before kickoff, so you can check the preview while no fans are watching.

No video is appearing in Studio #

With no feed, the Studio preview says "No incoming data", and the status on the stream's row can turn red with the tooltip "Warning: No incoming video detected".

1. Confirm your encoder is actually sending

   A common cause is broadcasting software that is open but not started. Start streaming in your encoder so it begins sending the feed.

2. Re-check the Stream URL and Key

   Select and copy the Stream URL and Key from Studio again and paste them into your encoder. A single wrong character stops the feed arriving.

3. Check your camera or capture source

   Make sure your camera or capture device is selected and producing a picture inside your encoder before it leaves your machine.

The picture is poor, freezing, or stuttering #

Watch INCOMING BITRATE (Mbps) under Health in Studio. A low or jumpy figure usually points at your connection.

1. Check your internet connection

   Streaming needs a steady upload connection. A wired connection is more reliable than Wi-Fi.

2. Free up your upload bandwidth

   Close other apps and devices uploading or downloading large amounts of data on the same connection, such as backups or other video streams.

3. Lower your output quality

   If your connection cannot keep up, reduce the bitrate or resolution in your encoder. A clean lower-quality picture is better for fans than one that keeps breaking up.

The connection dropped mid-broadcast #

1. Reconnect your encoder

   If your feed cuts out and your encoder does not reconnect on its own, stop and start streaming again in the encoder.

2. Keep Studio open

   Watch the preview in Studio to confirm the feed returns. Live Stream Analytics shows Watching Now and refreshes every 30 seconds.

3. End cleanly when finished

   When the match is over, stop your encoder, then press STOP STREAM in Studio (or let STREAM END CONFIGURATION: stop it automatically).

Visibility and replays #

Fans cannot see a stream #

Check these in order:

1. The stream is not a Draft. A draft is not published.
2. It was published with Publish and make visible, or its eye icon on the stream row is set to visible ("Hide from fans" shows when it is visible).
3. It is upcoming or live. Ended streams leave the listings.
4. It is not a Private stream for groups the fan is not in.
5. The fan's country is not restricted under Rights management (see Streams: country restrictions).

Going live does not change visibility. A hidden stream stays hidden when you press GO LIVE. If Make available On-Demand is on, the replay is shown to fans after the stream is processed; use the eye icon on its row to hide it.

The replay did not appear after a live stream #

1. Give it time to prepare

   After a stream stops, its status shows Processing while the recording is prepared.

2. Check the On Demand settings

   The recording is always kept, but it becomes a replay for fans only if Make available On-Demand was switched on for that stream. To check, click the stream's row on Live Streams to reopen the wizard, and look at the On Demand step. See Streams: editing and reviewing.

3. Check the availability time

   The replay appears from the time you chose under "When would you like this live stream to be available as On-Demand?". Until that time has passed, fans do not see it.

4. Check it is visible

   Open the stream's row menu and choose Manage On-Demand. It opens the replay in the media editor. Check that Media visibility reads "Visible on Fan Centre", and save with Save updates if you change it. You can also use the eye icon on the item's row under On Demand > Media > Your media.

I cannot find an uploaded video #

1. Check it was added to the library

   Uploads land on the Uploads tab of On Demand > Media. Select them and press Add to library to move them into Your media.

2. Check its visibility and access settings

   Click the video on Your media to open it in the media editor. Check Media visibility ("Visible on Fan Centre" or "Not visible on Fan Centre"), and check the optional Access and Monetisation section. Save with Save updates. See Editing and sharing media.

Plans and payments #

A fan says they paid but has no access #

1. Look up the fan

   Go to Viewers > Fans and type at least 3 characters of their name, email or identifier. Open their profile.

2. Check Plans & Matchpasses

   Open the Plans & Matchpasses tab to see whether the purchase is listed under Active plans and matchpasses.

3. Check Billing history

   Open Billing history to find the payment.

4. Check the stream

   Check the stream's visibility, privacy and country restrictions (see "Fans cannot see a stream" above).

5. Grant free access if needed

   If needed, select Grant free access on the Plans & Matchpasses tab. The grant has no expiry field and cannot be revoked from the dashboard.

A fan says they were charged after cancelling #

Check Monetise > Subscriptions under Auto-renew off, and look for a "Cancels at" date in the fan's Billing history.

A plan is not showing for fans #

1. Check the plan is visible

   Open Monetise > Plans. A plan saved with Publish is hidden until you turn on the eye icon on its row. A plan saved with Save as Draft is not published: open it and finish with Publish or Publish and make visible. If it is missing from the list, turn on Show archived: an archived plan is removed from the fan site until you Restore it.

2. Check when and where it is sold

   Check the plan's Availability for Purchase window and its Geographic Availability, in case they hide it from the fans you expect.

3. Check what the plan unlocks

   Confirm the Content step switches on Live or On-demand and has the right Content Bouquets, so fans who buy it can watch what they expect.

4. Check plan sales are on

   In Settings > Channel > General, check Enable the sale of plans.

Dashboard and access #

I cannot sign in to the dashboard #

1. Check your details

   Use the email address your admin account was set up with, and watch for a stray capital letter or trailing space. Passwords are case-sensitive.

2. Reset your password

   Select Forgot Password? on the sign-in page, enter your Email and select Request password reset. Enter the code from the email with your New Password and Repeat Password. Check your spam folder if the email does not arrive. See Signing in and your account.

3. Refresh after a long session

   If the dashboard behaves oddly after being open for a long time, refresh the page or sign out and back in.

A colleague needs access #

1. Open User management

   Go to Settings > Account > User management. Admin accounts are managed here, not in Fans.

2. Invite them

   Select Add user, enter their first name, last name and email, choose a role, and select Invite. They get their own sign-in, so you never share yours.

3. Check their status

   Their status shows as Pending, Accepted, Active, Inactive or Expired. If an invitation does not arrive, ask them to check their spam folder. For a Pending or Expired invite, click their name and select Resend invite. See Team members and roles.

A colleague cannot see part of the dashboard #

Each sidebar item only shows if your role gives access to it, so two admins on the same channel can see different menus. Opening a page their role does not include shows "Unauthorized". Check their role in User management, and change it with Save access if needed. See Team members and roles.

Quick-scan: common symptoms #

Still stuck? #