Troubleshooting a live stream

Users & Creators: Users; Standard Creators; Premium Creators

Pro: Starter; Advanced; Enterprise

Streaming Live is a plan feature

Please reach out to your assigned Account Manager or our Support Team to subscribe and set up the feature on your account

If you or your viewers are experiencing issues with your live stream, you can use the steps below to address common problems.

Many live stream issues can be fixed by following the steps in this guide. However, if the issue persists you can reach out to our Support team by using the dedicated contact form or emailing us through the dedicated email address provided by your Content Manager.

Troubleshoot viewer errors

If you've received reports about errors viewing your live stream, you may be able to determine the cause of the issue by the number of viewers affected. Use the steps below to begin troubleshooting viewer reported errors.

A single viewer or network is reporting errors

If you received a report from a single viewer or a group of viewers using the same internet connection, there may be a problem with their computer or network.

Ask the viewer(s) to try using a different computer or network to access the live stream to see if the problem continues
Ask them how they encountered the problem and see if you can reproduce the same issue
Ask them to test their internet connection at www.speedtest.net to ensure their bandwidth is sufficient for streaming

Multiple viewers and networks are reporting errors

If you received reports from multiple viewers and internet connections, there may be an issue with the live stream broadcast from your encoder. Check your live stream encoder using the steps in the following section.

Check your live stream encoder

A live stream encoder is a software application or hardware component that converts your content into a digital format suitable for streaming.

You can use the table below to see where some problems may occur with your encoder.

Encoder software version	If the encoder software is not up to date, download and install the latest version and try starting the stream again.
Encoder settings	Compare your encoder settings to the recommended settings in our Encoding parameters article. Ensure that the Stream URL is accurate, and the Stream Key matches the one listed in your Live Stream settings.
Encoder content	Check the content displayed in your encoder to see if the audio and video are playing back normally. If there is an issue with the content you see in the encoder, the problem is likely the encoding settings or the source video itself.

Encoder software version

If the encoder software is not up to date, download and install the latest version and try starting the stream again.

Encoder settings

Compare your encoder settings to the recommended settings in our Encoding parameters article.

Ensure that the Stream URL is accurate, and the Stream Key matches the one listed in your Live Stream settings.

Encoder content

Check the content displayed in your encoder to see if the audio and video are playing back normally.

If there is an issue with the content you see in the encoder, the problem is likely the encoding settings or the source video itself.

Check your internet connection

To successfully broadcast a live stream, you need a network connection with enough bandwidth to deliver the content to Dailymotion's publishing servers.

To check your internet connection, go to www.speedtest.net and ensure that the upload speed is at least 150% of the video bitrate set in your encoder settings. If not, you can either adjust the setting in your encoder to a lower video bitrate or switch to a faster internet connection.

To ensure you have a stable connection to our publishing servers, you can run a traceroute and send it to our Support team. For more information on traceroutes and how they work, see Running a Traceroute.

Common live streaming issues

Below you can see a list of the most common live streaming issues and how to troubleshoot them.

My live stream is not starting

Check live stream settings

Until they are enabled, some settings may prevent the broadcast from starting. Ensure that the following settings are enabled in the live stream's settings:

Visibility is enabled
The Start Date is accurate, and does not take place in the future
The End Date is accurate, and does not take place in the past

Check encoder settings

Check all the settings in your encoding software to ensure that they are accurate.

The Stream URL is accurate
The Stream Key matches the one listed in your Live Stream settings

My live stream is lagging or freezing

Ensure that the recommended settings are being used in your encoding software
Make sure that your network has sufficient bandwidth by running a speed test at www.speedtest.net and comparing the upload speed to the video bitrate set in your encoder

My live stream has no sound

Check the source video to ensure that the content has has sound
Ensure that the audio codec you are using is supported by Dailymotion. You can check our supported audio codecs here

My live stream has sound but no video

Check the source video to ensure that the content is displaying images
Ensure that the video codec you are using is supported by Dailymotion. You can check our supported video codecs here

Live Record is not working

Ensure that live recording is enabled in your Live Stream settings

The live stream audio and video are not synchronized

Check the source video in your encoder to see if the issue is present
Ensure that your network connection can support the bitrate set in your encoder settings
Try restarting the live stream

My encoder can't connect to Dailymotion

Make sure the machine you are broadcasting from is connected to the internet
Make sure your network gives you access to port 1935
- If the port is closed, ask your network admin to open it
It is possible that the publishing server is not responding. See the next section for more information.

The publishing server is not responding

In rare cases, the server that receives the broadcast may not be functioning properly. To resolve this issue, you can try changing the stream URL to another destination.

Use the table below to determine the server closest to your broadcasting location, and update the Stream URL in your encoder accordingly.

Location Name	Stream URL
Default (recommended)	rtmp://publish.dailymotion.com/publish-dm
France (PAR)	rtmp://fr.publish.dailymotion.com/publish-dm
Netherlands (AMS)	rtmp://nl.publish.dailymotion.com/publish-dm
USA East (NYC)	rtmp://use.publish.dailymotion.com/publish-dm
USA West (SJC)	rtmp://usw.publish.dailymotion.com/publish-dm
Singapore	rtmp://sg.publish.dailymotion.com/publish-dm

Troubleshoot a live stream