Troubleshooting #

When something is not working as expected, most problems come down to one of a handful of causes. This page walks through the issues club admins run into most often, with the quickest fix for each. Work through the steps in order, and the first one or two usually sort it.

If you are in the middle of a broadcast and short on time, jump to the symptom that matches what you are seeing in the quick-scan list near the end.

Streaming #

Live broadcast problems are nearly always about the link between your broadcasting software and the dashboard, rather than the dashboard itself.

The stream will not go live #

1. ●

   Check the stream key is linked

   Open the stream in Studio and confirm a stream key is linked to it. A stream cannot go live until it has a key, so this is the first thing to check.

2. ●

   Check your broadcasting software is connected

   In your encoder or broadcasting software (such as OBS or a hardware encoder), confirm it is started and sending. The server URL and stream key in your software must exactly match the ones shown on the stream.

3. ●

   Wait for the incoming feed

   Once your software is sending, Studio shows your incoming video as a preview. Give it a few seconds to appear, then check the picture and sound before you select Go Live.

4. ●

   Start a little early

   Begin sending your feed several minutes before kickoff. This gives you time to confirm everything is right while no fans are watching yet.

No video is appearing in Studio #

1. ●

   Confirm your software is actually sending

   A common cause is broadcasting software that is open but not started. Select Start Streaming (or the equivalent) in your encoder so it begins sending the feed.

2. ●

   Re-check the server URL and stream key

   Copy the server URL and stream key from the stream again and paste them back into your software. A single wrong character stops the feed arriving.

3. ●

   Check your camera or capture source

   Make sure your camera or capture device is selected and producing a picture inside your broadcasting software before it leaves your machine.

The picture is poor, freezing, or stuttering #

1. ●

   Check your internet connection

   Streaming needs a steady upload connection. A wired connection is far more reliable than Wi-Fi. If you are on Wi-Fi, move closer to the router or switch to a cable.

2. ●

   Free up your upload bandwidth

   Close other apps and devices that are uploading or downloading large amounts of data on the same connection, such as backups or other video streams.

3. ●

   Lower your output quality

   If your connection cannot keep up, reduce the bitrate or resolution in your broadcasting software. A clean lower-quality picture is better for fans than a high-quality one that keeps breaking up.

The connection dropped mid-broadcast #

1. ●

   Reconnect your software

   If your feed cuts out, your broadcasting software usually reconnects on its own. If it does not, stop and start streaming again in the software. The stream stays ready to receive your feed.

2. ●

   Keep Studio open

   Watch the incoming preview in Studio to confirm the feed returns. The viewer count and stream status update in real time, so you can see when fans are receiving the picture again.

3. ●

   End cleanly when finished

   When the match is over, stop your software first, then select Stop Stream in Studio so the recording saves correctly as a replay.

Content and publishing #

The replay did not appear after a live stream #

1. ●

   Give it time to prepare

   Every live stream is saved automatically as an on-demand replay, but preparing the recording takes a little while after you end the broadcast. Wait a few minutes, then refresh your on-demand library.

2. ●

   Check the stream ended cleanly

   The recording saves correctly when you select Stop Stream in Studio. If the broadcast was cut off abruptly, the replay may take longer or need attention.

3. ●

   Check the replay settings

   Open the stream and confirm the after-broadcast options you chose when creating it. These control how the replay behaves and where it appears once ready.

I cannot publish or find an on-demand video #

1. ●

   Check it has finished uploading and processing

   After an upload, a video is prepared for playback before it can go live. Large files take longer. Wait for processing to complete, then refresh the library.

2. ●

   Check its visibility and access settings

   Open the video and confirm it is set to visible, and that its access setting (free, pay-per-view, or plan) matches what you intend. A hidden video will not show for fans.

3. ●

   Check it is linked correctly

   If the video should appear under a team, league, or collection, confirm those links are set so it surfaces in the right place for fans.

Plans and payments #

A fan says they paid but has no access #

1. ●

   Look up the fan

   Go to Fan Management and open the fan's profile by name or email.

2. ●

   Check their Subscriptions tab

   Open the Subscriptions tab to see whether an active plan or purchase is recorded. If it is there and active, ask the fan to sign out and back in to refresh their access.

3. ●

   Check their Billing tab

   If no active plan shows, open the Billing tab to look for a failed or pending payment. A payment that did not complete means no access was granted, so the fan needs to try again with a working card.

4. ●

   Grant a free pass if needed

   As a goodwill gesture while the fan sorts their payment, you can grant temporary access from the Free Passes tab so they do not miss the match.

A plan is not showing for fans #

1. ●

   Check the plan is published

   Open Plans and confirm the plan is active and visible rather than a draft. Only published plans appear for fans to buy.

2. ●

   Check what the plan unlocks

   Confirm the content the plan should grant access to is correctly attached, so fans who buy it can actually watch what they expect.

3. ●

   Check availability

   If the plan has any region or date restrictions, confirm they are not hiding it from the fans you expect to see it.

Dashboard and access #

I cannot sign in to the dashboard #

1. ●

   Check your details

   Use the email address your admin account was set up with, and watch for a stray capital letter or trailing space. Passwords are case-sensitive.

2. ●

   Reset your password

   If your password is not accepted, select Forgot password? on the sign-in screen. You will be emailed a reset code so you can set a new one. Check your spam folder if the email does not arrive, and always use the most recent code.

3. ●

   Refresh after a long session

   If the dashboard behaves oddly after being open for a long time, refresh the page or sign out and back in to start a fresh session.

A colleague needs access #

1. ●

   Open user management

   Go to Settings, then the user management area for your channel, where admin accounts are listed.

2. ●

   Invite them

   Add your colleague by email. They receive an invitation to set up their own admin sign-in, so you never need to share your own login.

3. ●

   Check their access

   Once they have signed in, confirm they can see the areas they need. If an invitation does not arrive, ask them to check their spam folder before you resend it.

Quick-scan: common symptoms #

Still stuck? #