Multicast Video: My channel doesn't play or keeps freezing - what to check

Multicast Video

Multicast Video: My channel doesn't play or keeps freezing - what to check

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Applies to: Multicast Video. Not sure which panel you have? See Which radio or video panel do I have?

If viewers can't see your channel, see something other than what you expect, or the picture keeps freezing, go through these checks in order. Most cases are solved in the first three steps.

1. Is the service active?

In the Client Area, go to Services → My Services and check the status of your Multicast Video service.

Active: go on to step 2.
Suspended: usually there's an unpaid proforma invoice. While the service is suspended, the channel doesn't play for anyone, the public page and the player on your website don't appear, and the panel sends you back to the login page ("Account is suspended"). Pay the proforma invoice (How to pay a proforma invoice). With card, PayPal or IRIS payments the service is reactivated automatically. With a bank transfer, as soon as the payment is confirmed.
Pending: the service hasn't been activated yet. Check whether there's an unpaid order proforma invoice.

After reactivation, log in to the panel (Login to Panel) and check that the channel is playing (step 2).

2. Is the channel playing?

Log in to the panel and look at the Dashboard → Stream Control card, or the Online/Offline indicator in the top bar.

Stopped: click Start and confirm with Ναι (Yes). Wait 10-20 seconds and refresh the page (F5) so the picture appears in the Live Preview card.
Active but the picture doesn't play: click Restart, wait 20 seconds and refresh the page.
Watch the channel in the Dashboard's Live Preview or in the Output Preview on the Live page. If it plays there, the channel works and the problem is in how viewers are watching (step 6).

Remember: neither the Schedule nor Activate on a playlist starts a stopped channel. If the channel is Stopped, only the Start button starts it. Once started, it plays around the clock, even if you close your browser.

3. What exactly is playing?

On the Live page, the badge above the Output Preview and the Stream Info card (Source row) tell you which source is playing. The priority order is: live broadcast (LIVE) → Restream → scheduled restream → playlist.

What you see	Cause	Solution
A black or frozen picture, with a LIVE badge	OBS/vMix or a browser camera is connected but isn't sending a proper picture (e.g. left open, empty scene).	Stop the broadcast in OBS (Stop Streaming) or click Stop under Browser Streaming. Within 2-4 seconds the channel switches back to the playlist by itself.
A RESTREAM badge and another channel is playing	A Restream is active on the Live page, or a restream schedule in the Schedule.	On the Live page → Restream card click Deactivate, or change the schedule (Restream, Schedule).
RESTREAM badge, but a black picture or interruptions	The source you're relaying isn't playing or isn't stable.	Check the source address in VLC. If it doesn't play there either, click Deactivate until the source is fixed.
The "wrong" playlist is playing	The Schedule changed it. When a playlist schedule ends, the last playlist keeps playing; it doesn't switch back to the previous one by itself.	Open the right playlist and click Activate. For a permanent fix, also create a "base" schedule for the remaining hours (Schedule).
Videos you didn't expect are playing, all in order	The active playlist is empty. The channel then plays the Default playlist or, if that's empty too, all ready videos.	Add videos to the playlist you want and click Activate (Playlists).
A new video never plays	You haven't added it to a playlist, or it's still Optimizing or in Error.	Wait until it's Ready, add it to the playlist and click Save List or Activate.

4. Did you change something recently?

Output Settings, Stream Latency, Overlay & Watermark: many of these changes only apply after a Restart. If the channel won't start or keeps freezing after the Restart, go back to the defaults: 720p, 25 fps, Balanced latency (Output quality and latency).
Stream Key: if you clicked Regenerate in Settings, OBS or vMix needs the new key (Account settings).
Files via FTP: if you deleted or renamed videos via FTP or from the FTP Files page, the playlist may point to files that no longer exist. Always delete videos from Content → Videos (Managing videos).
Trimming or watermarking a video: if a video was spoiled by editing, restore it from Backup or upload it again.

5. I can't go live from OBS or vMix

Make sure the channel is playing (step 2) before you click Start Streaming in OBS.
Copy the RTMP Server and Stream Key again from the Live page → OBS / RTMP Settings card, using the copy buttons. In OBS: Settings → Stream → Service Custom....
Use the address exactly as shown, with the port 1935 it already includes.
Check that the video bitrate in OBS is equal to or lower than your package's Max Bitrate (Settings → My Package).
If OBS says it can't connect to the server, try from another network (e.g. a phone hotspot). Some company networks block port 1935.

In detail: Live broadcasting with OBS or vMix. If you don't have OBS, you can also go live from your browser with a camera: Live from the browser.

6. The channel plays, but viewers can't see it

Viewers see "Offline" or "Channel is offline": they opened the page while the channel was stopped. They need to refresh it.
"Private Channel" or "Channel is private": the Public Page switch on your public page is off. Turn it on.
Viewer limit: if viewers have reached your package's limit (Settings → My Package → Max Viewers), new ones can't load the channel; their player seems to hang or shows an error. Check Peak viewers in Statistics and, if needed, upgrade your package.
Player on your website: use the ready-made code from Quick Links → iFrame (Quick Links, player and widgets). If the player doesn't start by itself, tick Muted together with Autoplay.
Custom Domain: if the channel plays from the normal links but not from your own domain, click Regenerate Config (Custom Domain).
YouTube, Facebook etc.: Stream Targets are started manually and need the channel to be running. After restarting the channel, check that your targets are still active (Stream Targets).

7. The picture freezes or keeps "loading"

Freezes for everyone while you're live: your computer's upload connection can't keep up. Lower the video bitrate in OBS (e.g. 2500 kbps for 720p), use a cable instead of Wi-Fi and close other programs that upload data.
Freezes only for some viewers: their connection is probably slow. On the Live page → Stream Latency choose Stable and click Restart. The picture will arrive a little later (about 20 seconds) but more steadily.
Freezes for everyone while a playlist plays: try the default Output Settings (720p, 25 fps) and click Restart. Higher settings (1080p, 50/60 fps) need more processing power.
Freezes during a restream: the source isn't stable. Test it in VLC.
A specific video freezes or has no sound: the file is probably not in a standard format. Convert it to MP4 with H.264 and AAC (e.g. with the free HandBrake) and upload it again (Uploading videos).

8. Videos stuck in "Optimizing" or "Error"

Optimizing: the video is being prepared for playback. It usually takes a few minutes; longer for large files. It can't go into a playlist until it's Ready. You'll also get a notification in the bell when it's done.
Error: the file couldn't be prepared, usually because it's damaged or in an unusual format. Delete it from Videos, convert it to MP4 (H.264/AAC) and upload it again.

9. Ads or jingles don't play

Ads, jingles and "Play now" only appear while a playlist is playing. While you're live (LIVE) or a Restream is playing, they aren't shown. They also don't play if the channel is stopped. See Advertisements and Studio.

Error messages on the Dashboard

Message	What to do
"Already running"	The channel is already playing. Refresh the page.
"Container failed to start" / "Failed to start container"	The channel couldn't start. Wait a minute and click Start again. If you recently changed Output Settings, go back to the defaults. If it persists, send us a ticket.
"Stream not running"	You clicked Next, Restart or similar while the channel is stopped. Click Start.
"Cannot connect to Liquidsoap"	The channel isn't responding. Click Restart.
"Account not active"	The service is suspended. See step 1.
"Connection error"	Your browser lost its connection to the panel. Check your internet and refresh the page.

If nothing helps

Open a support ticket from your service page in the Client Area (see Support ticket). To help us solve it quickly, include:

what exactly viewers see, and since when;
where they watch from (public page, website, VLC, app) and which link they use;
what you've already tried from this guide;
if it involves a live broadcast, which software you use (OBS, vMix) and a screenshot of its error message.

The logs are also useful: on the Live page → Quick Actions card → View Logs. Copy the last lines into the ticket. You don't need to send us any passwords or your Stream Key.

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