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17

JUL

Connection Issues

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Read any of the topics below to find improvements or solutions to the problem you’re experiencing.

Getting Disconnected – Using HD Encoder

  1. Connect directly to your network via an internet cable plugged into your machine (instead of connecting wirelessly).
  2. Ensure your internet has sufficient bandwidth to support quality streaming:-  Take a speed test to verify your upload speed.
    –  Upload speed should be at least .6 Mbps. If it is not, contact your ISP about increasing the speed of your connection.
  3. Verify you have the latest version of Flash installed.
  4. Ensure each of the HD Encoder settings are correct by going through the manual configuration steps.
    We recommend a Bit Rate of 800 and a Frame Rate of 29.97, but if you experience lags and disconnects try lowering Bit Rate to 650 and Frame Rate to 12. This will lower your video quality but may stop you from disconnecting.
  5. Disable user alerts in the chat window. See an example in pictures below.
  6. Close all applications, turn off your machine, disconnect and reconnect network cables to ensure tight connections, and restart your machine.

Getting Disconnected – Not Using HD Encoder

  1. Connect directly to your network via an internet cable plugged into your machine (instead of connecting wirelessly).
  2. Ensure your internet has sufficient bandwidth to support quality streaming.-  Take a speed test to verify your upload speed.
    –  Upload speed should be at least .6 Mbps. If it is not, contact your ISP about increasing the speed of your connection.
  3. Verify you have the latest version of Flash installed.
  4. Lower the quality settings on your chat (See an example in pictures below). The system should automatically adjust your settings if your Internet connection does not support your current settings, but you can adjust it manually as well.
  5. Close all applications, turn off your machine, disconnect and reconnect network cables to ensure tight connections, and restart your machine.

If your problem is not listed, or if you continue to have issues after following these steps, report the problem to Support.

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