Problem with Audio and/or Video
The live streaming experience is defined by many factors: software, internet speed, bandwidth stability, network security, computer knowledge, software knowledge, etc. In this article, we will show you how to deal with every potential audio/video issue.
IN THIS ARTICLE
Audio/Video Issues as a Host or Contributor
Here are the requirements you must fill before going live as a host/contributor:
- A minimum bandwidth of 15MBs download and at least 5Mbs in upload
- Google Chrome is highly recommended to share your webcam and screen. The same goes for anyone that you invite on stage to share their screen, webcam, or audio. However, it is also possible to use Firefox, Opera, Safari 12.1+, or Microsoft Edge 79+.
- Check your microphone and webcam on your browser settings (copy "chrome://settings/" on your Chrome address bar).
- Check if your camera/microphone permissions are allowed. You can verify that by simply clicking on the lock icon to the left of the address bar.
Your connection speed is not the only factor. You have to also look for connection stability aka the number of people connected to that same connection. The connection stability will impact the number of packets lost during a live session. Therefore, try to use Ethernet over Wifi and ask your team to not saturate the network.
Livestorm Tip 👉 When you talk in the room, the grey border around your avatar should be moving and your name will also become more white. It means that we are capturing the sound.
Audio/Video Issues as an Attendee
Here are the recommended requirements before joining an event as an attendee:
- A modern browser, otherwise you will fall back to compatibility mode
- A minimum bandwidth of 5MBs download
- A proper screen size to have a legible video (above 1280 pixels wide). Livestorm is responsive on mobile devices but the experience is always better on a regular screen.
- If possible, do not watch an event on a protected network. If your network is protected by a restrictive firewall, you will fall back to compatibility mode. Use this platform to test your network. If "Media Server" is in red then you are in a secure network behind a firewall. You can also send us the results. To fix this problem: change the network, turn off the firewall or share your 4G network.
Issue Resolution Checklist
Refresh your browser
Make sure there is no other tab, window, or device connected to the same profile
Check your network (firewall), if you see the loading circle but the room doesn't load
1. Turn off the firewall or use a different network
2. Use your mobile's 4G network or connect via mobile
When in the event room, click Help or Encountering issues with audio or video?
1. Activate Compatibility mode or
2. Use the Dial-in to join and listen to the event from your phone
Check your bandwidth (speed, stability...)
Check your hardware (mic, webcam etc.)
The compatibility mode ensures that you get the audio and video on any network, device or browser. It's automatically turned on if we detect an old browser or non-compatible browser or device. It will also be turned on automatically for any additional attendees when you reach the 300 person webRTC limit inside your event room.
You will enter compatibility mode automatically if:
- You are using an old or non-compatible browser such as IE11, Edge, Safari (if the version is older than 12.1) or Microsoft Edge (if the version is older than 79).
- You are on a mobile/tablet device (only applies to iOS 10,11,12.0).
- There are already 300 attendees in webRTC mode in the event room (this does not apply to team members or guest speakers).
What will happen then?
- You will not be able to be invited on stage.
- Attendees will experience a 15 second delay (between what really happens and what your attendees actually see).
Compatibility mode can be turned on manually by clicking on Help (bottom left) or Encountering issues with audio or video (top of the chat) when you connect to an event as an attendee. This is recommended if attendees have video or audio issues because of their network.
If you are in the same room as the host or anyone on stage, make sure everyone wears earphones/headphones. Otherwise, the sound will go out of your speakers and come back to the host's microphone. This is called a Larsen effect.