Resources / Troubleshooting

Because sometimes ... things need a little convincing.

If you're having a little difficulty getting your video or live stream up and running, don't worry it happens. You can of course get in touch with us right away and we'll take a look - it's all part of the service we provide. However, if you're one who likes to fix things on their own here are some places to start the troubleshooting process...

Basic Troubleshooting

Many common issues can be solved easily independently by following some simple troubleshooting steps. But if at any point you would like our input, just let us know. Select the issue you're experiencing below for more information.

Video-On-Demand (Campaign) Playback Issues

If you've uploaded a video, created a campaign & embedded the player code into your site, and yet the video will not appear or does not play - try these basic steps...

Step 1 : Is the Campaign Setup 100%

Because your campaign embed code is available at step 4/5 of the setup wizard, it is possible to embed a player and abandon the campaign setup before it is completed. Always make sure you publish your campaign before you leave the setup. A quick way to check whether you completed the setup is to login to your Zidivo account, view your campaigns and check the status of the campaign you're having trouble with.
If your campaign displays a percentage, the setup is not complete. Click on the settings and make sure you complete all steps (including step 5 - Publish) and check your campaign again. Click here for detailed Campaign Setup instructions.

If your campaign status is a green tick, move onto the next step.

Step 2 : Does the Video Play as Intended on the Demo Page

Every campaign successfully setup has it's own demo page. Unless you've customised your webpage templates to use instead of a website, this is simply a stripped down page used for testing and troubleshooting (you can see an example here). To view the demo page for your specific campaign click the 'Preview' button under the actions next to your campaign.
If there is an issue with video playback on the demo page for your campaign, report this to Zidivo. We'll investigate the issue and provide a solution as quickly as possible. If there is an error code, you can see an explanation below.

If the video plays as expected on the demo page, this is most likely an issue with your website and you should move onto the next step.

Step 3 : Does the Player Load on Your Website?

If the player doesn't appear where you expected on your website this is most likely an issue with your embed code. In your campaign setup you have the option (under step 4 - Location) to use either JScript or an Iframe to embed your player into your website - you don't need to use both. Each has it's own merits, which are detailed in our Campaign Setup instructions. Double check you've copied the embed code correctly and If you've used one method, try the other - sometimes, limitations implemented by website builders make one a better option over the other. If the player still doesn't appear on page, get in touch with us and we can take a look.

If the player does appear, but there is an issue with playback, move onto the next step.

Step 4 : Is this an Isolated Problem?

The next thing to confirm is whether this is an isolated issue. You should test your video on another device, and if possible an alternative location. This will help identify if this is a caching or network related issue. If you like, at this stage you can ask us to check if it's working, just send us the link on live chat and ask the question. If the video plays as expected on alternative devices or locations and we are unable to replicate the issue our options become limited. We will however continue to do all we can to help you find the source of the problem.

If the problem persists across multiple devices and locations, move on to the next step.

Step 5 : Speak to us

If you've exhausted all the above options and are yet to find a solution, it's time to ask us to take a look (if you haven't already). Just click the chat button, explain the problem and what you've tried and we'll begin our investigation.

Live Streaming Encoder Connection Issues

If you've followed the Live Channel Setup instructions and get now video appears to be being broadcasted you can contact us to take a look or you can follow these basic steps to rule anything out yourself...

Step 1 : Is the Live Channel Setup 100%

Because your live channel embed code is available at step 4/5 of the setup wizard, it is possible to embed a player and abandon the channel setup before it is completed. Always make sure you publish your channel before you leave the setup. A quick way to check whether you completed the setup is to login to your Zidivo account, view your live channels and check the status of the channel you're having trouble with.
live channel status
If your channel displays a percentage, the setup is not complete. Click on the settings and make sure you complete all steps (including step 5 - Publish) and check your player again. Click here for detailed Live Channel Setup instructions.

If your live channel status is a green tick, move onto the next step.

Step 2 : Is the Player Displaying an Error Code?

Sometimes, an error code will be displayed within your player instead of the video feed from your encoder. If you're getting an error code, it's likely a quick fix. See below for a full list of error codes.

If you are not receiving an error code that suggests the cause, move on to the next step.

Step 3 : Check Encoder Streaming Settings

Often, it's as simple as encoder settings not being copied across correctly. The best option is always to copy and paste the RTMP Stream URL and Stream Key directly from your Zidivo account into your encoder rather than typing manually. You can confirm your encoder settings by logging in to your Zidivo account and viewing your live channels...
encoder settings
If you like, you can also duplicate the channel to receive a new Stream Key and input it into the encoder to see if this solves the problem. If this all looks correct and the encoder will still not connect, move on to the next step.

Step 4 : Check Encoder Output Settings

It's tempting to always stream in the highest quality possible. Not only it that unnecessary for many broadcasts but it's possible that you are trying to stream at a higher quality than your local internet connection will allow. Check your internet connection below and make note of your upload speed.

Broadband Speed Test

Powered by BroadbandUK
Now, check your encoder output settings. Your bitrate should be at least 25% lower than your upload speed, if applicable reduce it as necessary and try again. See below for our recommended streaming bitrates.

If this works, experiment with different bitrates to get the best viewing experience. If the encoder still won't connect, move on to the next step.

Step 5 : Reboot Everything

You guessed it, turn it off and on again. Not just your computer, but you should also reboot your router and try again - you'd be surprised how often this solves local issues.

If not, try the next and final step.

Step 6 : Lower Bitrate Significantly

At this point you should try lowering the bitrate in the encoder output settings even further to see if that allows it to connect to your Zidivo account.

If, after all this (if you haven't already), you should contact us for further support and we'll take a look at your setup.

Live Streaming (Channel) Playback Issues

If you've successfully setup your Live Channel and connected your encoder, and yet are experiencing playback issues contact us, or if you prefer follow these steps...

Step 1 : Is Your Encoder Connected?

In order to stream live you need to connect an encoder to your channel in your Zidivo account, if you're not sure if you have successfully connected your encoder, try the steps above.

If you're confident your encoder is fully connected, yet are still experiencing issues, try the next step.

Step 2 : Does the Channel Play as Expected on the Demo Page?

Each live channel in your Zidivo account includes a demo page as a way to preview your stream before adding it to your website. Log in to your account, and click the 'Preview' button next to your live channel.

If you see an error code, you can look this up below or report it to us and we will explain the issue and how to fix it.

If the stream is active on the demo page without issue, then this points to a problem with the embed code on your website and you should move on to the next step.

Step 3 : Does the Player Load on Your Website?

If the player doesn't appear where you expected on your website this is most likely an issue with your embed code. In your live channel setup you have the option (under step 4 - Location) to use either JScript or an Iframe to embed your player into your website - you don't need to use both. Each has it's own merits, which are detailed in our Live Channel Setup instructions. Double check you've copied the embed code correctly and If you've used one method, try the other - sometimes, limitations implemented by website builders make one a better option over the other. If the player still doesn't appear on page, get in touch with us and we can take a look.

If the player does appear, but there is an issue with playback, move onto the next step.

Step 4 : Is this an Isolated Problem?

The next thing to confirm is whether this is an isolated issue. You should test your video on another device, and if possible an alternative location. This will help identify if this is a caching or network related issue. If you like, at this stage you can ask us to check if it's working, just send us the link on live chat and ask the question. If the video plays as expected on alternative devices or locations and we are unable to replicate the issue our options become limited. We will however continue to do all we can to help you find the source of the problem.

If the problem persists across multiple devices and locations, move on to the next step.

Step 5 : Speak to us

If you've exhausted all the above options and are yet to find a solution, it's time to ask us to take a look (if you haven't already). Just click the chat button, explain the problem and what you've tried and we'll begin our investigation.

Error Codes

In some instances, when encountering playback issues you may encounter error codes. See below for explanations of these error codes and how best to resolve them.
Error Code
Description
Solution
Error 130
On playback - unpaid invoice
You have not paid your invoice. Log in to your Zidivo account and make payment to continue streaming.
Error 180
On playback - insufficient bandwidth
You have run out of streaming bandwidth allowance on your Zidivo account. Either upgrade your plan or enable Overage.
Error 252
On playback - no channel (archived)
Your live channel has been archived. Log in to your Zidivo account and 'unarchive' the channel in the available actions.
Error 1000
On playback - no stream received
We are not receiving any video stream from your encoder. Start your encoder or work through the troubleshooting steps.
Error 345
On playback - invalid IP
This availability of this video is restricted by IP address. You can change this in the availability settings of your campaign.
Error 436
On playback - invalid referrer
This availability of this video is restricted by referrer. You can change this in the availability settings of your campaign.
Error 457 & 458
On playback - invalid country
This availability of this video is restricted by country. You can change this in the availability settings of your campaign.

Streaming Bitrates & Player Dimensions

See below for our recommended video player dimensions and encoder bitrate settings to achieve commonly recognised video qualities such as Full HD. Video bitrate should always be 25% lower than your internet connections upload speed to achieve a smooth live stream.
Quality
Dimensions
Video Bitrate
Audio Bitrate
240p
426 x 240
400 Kbps
64 Kbps (mono)
360p (Low Definition)
640 x 360
400 - 800 Kbps
64 Kbps (mono)
480p (Standard Definition)
854 x 480
800 Kbps - 1.2 Mbps
128 Kbps (stereo)
720p (HD)
1280 x 720
1.8 - 2.5 Mbps
128 Kbps (stereo)
1080p (Full HD)
1920 x 1080
2.5 - 3.5 Mbps
256 Kbps (stereo)
4K (Ultra HD)
3840 x 2160
3.5 Mbps
256 Kbps (stereo)

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