Troubleshooting

I cannot create a live input

Check that your workspace has an active plan, that you are a workspace administrator, and that the included inputs are not all in use. Studio explains these states near the input controls.

If Studio says streaming is unavailable, contact your service administrator. A connection or service configuration problem cannot be fixed by choosing a different input name.

My destination is not receiving the show

Confirm your encoder is sending to the server and input key shown in Studio. Then check the destination's stream key and that platform's own broadcast state.

An enabled destination means it is configured, not that the platform has published the show. Some platforms require an additional go-live step.

My recording has not appeared

Stop the encoder and allow the recording to finish processing. Refresh Recordings. If it remains missing, give your service administrator the input name, start and stop times, and timezone.

Playback will not start

Refresh the page to renew the playback connection. Confirm you are signed in to the workspace that owns the recording, then try again on a stable connection.

If the problem persists, report the recording title and the visible error. Do not send private playback URLs, account cookies, or stream keys.

The editor is waiting or export failed

Check whether the source recording plays normally. Seeking through a long recording and generating an export can take time. Avoid deleting or changing the source while it is being processed.

If an error persists after a refresh and retry, note the recording or compilation name and the error message.

My assistant cannot connect

Open Connect an assistant. The token is shown once, the address is https plus /mcp on the site you signed in on, and the header is Authorization: Bearer plus the full rw_ token. A refused tool is not a connection problem. Create a new token only when the key itself is missing.

Billing controls are missing

Only workspace administrators can manage the plan. A message saying billing is unavailable means the service's billing connection needs attention. Contact your service administrator with the workspace name and the message shown.

What to include in a support request

• The workspace and input, recording, or compilation name.
• What you expected and what happened instead.
• The time and timezone, and any visible error message.
• Your browser and whether the issue repeats after a refresh.

Use a screenshot if it helps, but hide stream keys and other private information first.