How To: Reporting a Dropping Stream

Jun 18, 2013

A dropping or down stream could be a symptom of a larger issue. We want to make sure that we have as much information as possible when troubleshooting an issues like this.

As soon as you realize that your stream is down/dropping, and before contacting our support team for assistance, reboot your encoder. Once your encoder is back up, listen to the stream to see if that restored the audio.

If not, please send us a support request with the following information:

  • What time did you notice that the stream was down?
  • If you have multiple streams, which stream is down?
  • Have there been any changes made to your station network connections recently? (This includes -- firewall changes, changes to network configuration, change in Internet provider.)
  • What type of network connection are you using for your encoder?