Diagnostics and troubleshooting

Diagnostic report

Settings › Diagnostics: “Connection to Vivastream services and information included in a local report.”

Service status

“Observed from this computer, one service at a time.” Check now runs the check again.

Service	What it covers
Portal and account	“Authentication, context and effective permissions.”
Events	“Authorized events and authorization decisions.”
Chat	“Access to event chat from this computer.”
Audience metrics	“Access to measurements received from Vivastream.”

Each row shows “✓ Reachable”, “! Slow responses”, “× Connection error” or “— Not measured”, with “Checked 12 s ago”. “Each row shows its own freshness. Missing data is never replaced with zero.”

Recent technical journal

“Structured observations kept on this computer.” “No session identifiers, ingest addresses, keys or chat content are stored in this journal.” With no observation: “No technical observations yet.”.

Sanitized export

“A local report without secrets or personal data.”

Included in the report	Excluded from the report
Studio, Qt and operating system versions	Session identifiers and tokens
Service status and response times	Broadcast keys and ingest addresses
Observation timestamps	Chat content and usernames
Local counters with the detailed option	Personal data and file names

Tick Include detailed technical counters if support asks for it.
Click Export report. “Report saved.”
Open reports folder, review the report, then send it to support.

“Nothing is sent automatically to Vivastream. You decide whether to share the report.” On failure: “The report could not be saved. Choose a writable folder.”.

Troubleshooting by symptom

Symptom	Solution
The browser does not open	Check the macOS default browser. See Sign-in and session.
“Resuming your session…” never ends	Answer the macOS keychain prompt, or Cancel sign-in and sign in again.
No organization	Ask your organization’s administrator for a role with production access.
An event does not appear	Only approved events, authorized for broadcasting, in progress or upcoming, are listed. Check its status in the partner portal.
“Event unavailable”	The state or your rights have changed: refresh the list.
“Security verification”	Complete two-factor authentication in the browser.

Camera, microphone, sources

Symptom	Solution
Camera or microphone “× Denied”	System Settings › Privacy & Security, enable Vivastream Studio, restart Studio.
“This device could not be opened.”	Close applications using it (video call, other software), plug it in again.
The level meter does not move	Check the mute button, the volume, and the right microphone in the picker. “A detected microphone can stay silent.”
Source “Local file not found”	Configure source and choose the file again.
Black screen capture	Allow Screen recording for Vivastream Studio in macOS.

Broadcasting

Symptom	Solution
Start live stays inactive	Tick “I checked the picture and audio level.”, wait for “Broadcast authorized by Vivastream”, check that the scene is not empty.
“Another studio is using this event”	Stop the broadcast on the other computer.
RECONNECTING badge	Check the network; Studio restarts sending automatically.
Frames dropped on output	Insufficient network: choose a more economical quality.
Frames missed during rendering or encoding	Computer overloaded: close applications, lighten scenes.
“Server stop unconfirmed”	Retry server stop, then check the event in the dashboard.

Production and automations

Symptom	Solution
A macro does not run	Save it; check that no other macro is running and that you are in the Advanced view.
A scheduled action is “Not run”	The control room was not open in Advanced or scheduling was paused: Run now or Skip.
A shown banner does not appear on the output	Showing an element in the preview does not change the output: use Transition or Cut.
A comment on screen disappeared	The output scene changed or the duration elapsed. See Comment on screen.
No Emergency button	Turn on emergency mode in Automation › Emergency mode.

Recording

Symptom	Solution
“Low disk space”	Free up space or change folder after finalization.
Partial file after an interruption	It is kept in the folder; the MKV format stays readable.
Upload “Waiting for the network…”	It resumes by itself when the connection returns.

Contacting support

Prepare: the Studio version (Settings › Version and updates), the event and time of the problem, the exact message shown, and a reviewed diagnostic report.