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

If listeners can't hear your station, or hear something other than what you expect, 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 Radio service.

• Active: go on to step 2.
• Suspended: usually there's an unpaid proforma invoice. While the service is suspended, the station doesn't broadcast and you can't log in to the panel ("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 and check that the station is playing (step 2).

2. Is the station playing?

Log in to the panel and look at the Dashboard → Stream Control card:

• Stopped: click Start.
• Active but nothing can be heard: click Restart and wait 10-20 seconds.
• Listen to the station with the Dashboard player. If you can hear it there, the station works and the problem is in the player or the link your listeners use (step 5).

3. What exactly is playing?

4. Did you change something recently?

• Stream Settings (bitrate, format, server type): changes only apply after a Restart. If the station won't start after the Restart, go back to the previous values (e.g. MP3, 128 kbps, 44100 Hz, Stereo) and try again.
• Source Password: if you regenerated it, any software that broadcasts directly needs the new password.
• AutoDJ Settings: check that the Enabled switch in Stream Settings is on.
• FTP files: if you renamed or deleted tracks via FTP, the playlist may have been left empty (FTP).

5. The station plays, but listeners can't hear it

• Website player: see The player on my website doesn't play. The most common cause is an http:// link on an https:// website.
• Listener limit: if listeners have reached your package's limit (Settings → My Package → Max Listeners), new ones can't connect. Upgrade your package from the Client Area.
• Apps and directories: make sure they have the right link: the Stream URL (Proxy) from Quick Links. If you changed server or domain, let them know.
• A specific network: if the station can't be heard from one network only (e.g. a company network), use the Proxy link, which goes through port 443. If it still fails, the network is blocking audio streams.
• Apple devices: if the station broadcasts in OGG, switch to MP3 or AAC-LC (Stream Settings).

6. The audio keeps dropping out

• Dropping out for everyone while a DJ is live: the DJ's upload connection isn't stable. Lower their software's bitrate to 96-128 kbps and use a cable.
• Dropping out for one listener only: a problem with their connection. A lower bitrate or an extra low-quality mount (Stream Settings) helps listeners on mobile data.
• Dropping out during a restream: raise the Buffer (Restream).

If nothing helps

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

• what exactly listeners see or hear, and since when;
• where they listen from (website, app, VLC), and which link they use;
• what you've already tried from this guide;
• if it involves a DJ or broadcasting software, which software, and a screenshot of its error message.

The logs from Stream Settings → AutoDJ Control → View Logs are also useful: copy the last lines into the ticket. You don't need to send us any passwords.