Common issues you may encounter when working with both Live and VOD streams, as well as steps you can take to troubleshoot them.

If you encounter problems specific to live streaming or VOD uploads, please refer to the Live streaming issues or VOD issues pages.

​
General troubleshooting steps

For the most common issues, such as video not playing, taking a long time to start streaming, or looking blurry, these basic checks should help:

  • Status page: Check if the issue you are experiencing is related to any known issue or is an isolated one by visiting the status page.
  • Source video: Ensure that the source content is uploaded for streaming. If the same issue occurs in the source, re-upload the video or restart the stream.
  • Stream URL and code: Use the exact URL and embed code that appear in the Streaming settings.
  • Streaming settings: Make sure the stream is enabled. If configured to pull a stream, ensure the source URL is correct.
  • Encoder settings: Make sure you are using the recommended settings. If configured to push a stream, ensure the server URL and stream key are accurate.

Other things to try:

  • Clear the browsing data.
  • Disable any interfering browser extensions.
  • Ensure that the network connection is stable. Try connecting with or without a VPN.
  • Verify that the streaming ports are open on the firewall.
  • Update the browser or device OS.

​
Common playback issues

Various factors, including network issues, device compatibility, and encoding settings, can cause playback issues. Here are some common problems and their solutions.

​
Stream does not appear on some devices

Possible cause: Device is too old.
Suggested solution: Streaming should work on most devices, but some may not be compatible. Try using a modern device with enough processing power and memory to stream video successfully.

​
Stream returns an HTTP 404 error

Possible cause: Transcoding is in progress.
Suggested solution: Each video chunk may take several seconds to transcode. Allow 10 to 15 seconds for this to happen. Once the chunks have been transcoded, the stream should be ready to play.

Possible cause: Low Latency is not enabled in the Customer Portal.
Suggested solution: Contact our support team to activate this option.

For more details on HTTP status codes, see the HTTP status codes page.

​
Stream returns an HTTP 502 error

Possible cause: CDN resource settings have been changed from the preset settings.
Suggested solution: Contact our support team to assist you in restoring the settings.

Possible cause: Token configuration is not synchronized.
Suggested solution: Contact our support team to help you restore the settings.

​
Open a support ticket

If none of the above work or apply to your issue, contact our support team with the following information:

  1. Link to the stream.

  2. Description of the issue and steps to reproduce.

  3. List of steps taken to troubleshoot the issue.

  4. Screenshot of the information shown in http://iam.gcdn.co/info.

  5. Screenshot of the response to this command:

    curl http://iam.gcdn.co/info/json

  6. Screenshot of the speed test result using http://iam.gcdn.co/info.

  7. HAR file. This page describes how to generate one in Chrome, Firefox, and Edge.