Skip to content
  • There are no suggestions because the search field is empty.

Basic Troubleshooting Steps

Overview

In the event that you or your users encounter an unexpected issue, or observe a behavior that appears to not be normal, please follow the below procedures.

 

Note: Performance of our players and the Sardius Control Panel vary by browser. To see how your preferred browser rates, review this article here: Recommended Browsers

 

Player Issues

Should you or your viewers experience an issue with playing back an asset or a live stream, please do the following:
 

Buffering

If you or your viewer(s) are experiencing issues with buffering:

  1. Check your internet connection to ensure that the buffering isn’t a result of a poor connection.
    1. We recommend a minimum connection speed of 10 Mbps. Check your internet connection speed by visiting fast.com.
  2. If you are attempting to view playback from the same location from where you are streaming:
    1. If possible, remove your device from the local network/internet router. Use a secondary internet provider to access the player and see if the buffering persists.
    2. Use a cell phone connected to its carrier network to access the player. 
    3. At your streaming source, if your encoder is not on a protected network, or shares the network/router with other users at the source, consider restricting network usage until your streaming event is complete
  3. For future events, consider adjusting the size of your Segment Durations. Please review our recommended settings for your encoder.
  4. If you are still experiencing buffering, contact Sardius Support.

 

Viewer Experience

If the viewer is experiencing issues in their browser or mobile device, and you know that the player is indeed carrying a live stream or an asset:
  1. Ask the viewer to refresh their page.
  2. Ask the viewer to clear the cache for the page and refresh.
    1. Windows users: Hold down Ctrl and click the reload button OR hold down Ctrl and press F5
    2. Mac users: Hold down Shift and click the reload button OR Hold down ⌘ Cmd and shift and then press R
  3. Ask the viewer to open an incognito or private window and access the player. This is to rule out any browser extensions that may be interfering.
  4. If the viewer is still experiencing issues:
    1. Have the viewer right click on the player, then click on “Copy Troubleshooting Information”
      CleanShot 2023-04-11 at 13.25.16.png
    2. This will copy troubleshooting information to the viewer’s clipboard.
    3. Have the viewer paste that information into an email and send it to you or a member of your support team.
The troubleshooting information will contain items such as the Asset’s Title, Asset ID, Web URL, Player version, Operating system, and any errors the player recorded. This information can help you in the User Experience section below.
If you come to a point where you can no longer troubleshoot or investigate, please forward the information you gathered to Sardius Support.

 

Sardius Control Panel User Experience

If you know the player is supposed to contain a VOD asset, not a live stream, enter the Sardius Control Panel: 
  1. In the Assets section, verify that the Asset is approved.
  2. Verify that the Asset has contains a valid Master or Default media item under the Asset’s Media tab.
  3. If the player is connected to a feed, verify that the asset you seek is actually populating the feed.
    1. If the asset is in the feed, check the feed’s restriction settings. Some feeds utilize these settings to limit content to certain users and locations.
  4. If you have performed the above, and you are still having issues, contact Sardius Support.
 
If the player is supposed to contain a live stream, enter the Sardius Control Panel:
  1. Verify that your event’s stream settings are correct.
    1. Verify that your player contains the correct asset or the correct channel stream.
  2. Verify that your encoder is connecting to the internet.
  3. Verify that your encoder is online
  4. Access the encoder’s UI and verify that there is an active channel that is streaming.
  5. If you have performed the above, and you are still having issues, contact Sardius Support.

 

Control Panel

If you encounter an unexpected issue while using the Sardius Control Panel, perform the following steps:
  1. Check your browser and version against the list in this article here: Recommended Browsers
  2. Ensure that you are on the latest version. You can do this by clearing your browser’s cache and reloading the Sardius Control Panel.
  3. If the issue still persists, contact Sardius Support.