These may present themselves in different fashions such as: black/frozen camera feeds, crashing software, actions or buttons not responding correctly listed are just a few you may encounter:
Things to consider before seeking support:
- Splashtop is not linked or connected to LCS or OBS directly. This means that you can disconnect from Splashtop without disrupting the live feed or other software. Think of Splashtop as the building in which you work and everything inside there are the tools. You can leave the building and the tools will still be working.
- If you are not live and experience a software crash or buttons aren’t responding correctly then try restarting the software. Close all programs and reopen them.
- The same goes for Splashtop, if you are having an issue in an encoder with lag/freezing or keybindings but not with any specific software as long as you are not live just disconnect and reconnect from splashtop.
- Stream already going when you prepare for an event- Static events happen all the time before produced ones and these do not require videographers. The software automatically starts/stops/opens and closes on it’s own during these events. If you enter an encoder that is already streaming chances are it’s a static event either for a test of some sort or simply they only wanted a still shot for a time. Once that event ends the software will close and reopen automatically for you. Then you should see your event countdown begin.
Immediately reach out to support if you have any of the following:
- Unable to perform vital functions like cut with neither the C key nor the button in LCS or such as still store buttons not working
- No countdown timer for the event in LCS/Event does not go live, no red border on Live feed when there should be
- Black image in OBS output but cameras are moving and showing video in LCS fine
- Software crashes or issues with them staying open
If you believe the software is not running well enough to continue operating and you have considered the above, please reach out to Event Support via the Chatbot on your homepage by typing in “Agent”.
If you experience any of the following, please add the issue to your Post-Event Survey and do NOT reach out to support during the live event.
NOTE: If the videographer is experiencing any of the below issues, if they have more than 10 minutes until the live event starts they can restart LCS and OBS to fix the issue. If restart is necessary, it should still be placed in their feedback form. If there is less than 10 minutes before going live videographer should not attempt to restart anything without Support’s knowledge/approval.
- Reorder function not working
- Stream already going when you check in for an event. This is very likely a static event. If there was another produced event that was live we would reach out ahead of time. Check the event countdown timer and upcoming events tab to check for your event and to see if the static is about to end.
- Recording/streaming already going but no event in progress, click streaming and recording to stop them.