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Station Stream Tech Support
Public Interactive monitors streams and web servers 24/7. Public Interactive's support includes:
- 24/7 monitoring of streams from entry point -> Listener (a.k.a., second and third mile)
- Same business day support for streams from the encoder -> Entry point (a.k.a., first mile).
Non-Emergency Issues
If one listener is having difficulties connecting to your
stream but others can connect, or if you're receiving a poor quality stream, this is a non-emergency issue, please email techsupport. NOTE: We do not provide end-user desktop support.
Stream Emergency
You can't connect to your stream AND you've tried to
connect from more than one machine or have heard from multiple listeners
that your stream is offline, or you can't access the Listen Live web pages.
- First: Restart the encoder. If that doesn't work, then:
- During Business Hours: Contact Client Relations at 617-423-4499 or email support.
- During Non-Business Hours: If you are hearing multiple complaints that your live stream is offline and you have rebooted the streaming encoder, follow our emergency support procedures.
Stream Tests
If your stream is offline, try the following. Public
Interactive may ask you to perform the following tests, if streaming
issues arise. The following tests will help pinpoint the source of the
problem.
- Make sure your encoder is on. (Seems basic, but they have been accidentally unplugged.)
- Make sure your encoder is receiving an audio feed.
- Make sure the encoder can access the Internet. All encoders come with Internet Explorer.
- Stop, then restart the encoding software.
- Reboot or restart the encoder, this solves many issues.
- Can you access the internet from your office computer? Is access slow?
Ping and Tracert
- Ping the encoder:
Ping the streaming encoder: From a computer other then the streaming
encoder, open up an MS-DOS prompt and ping the encoder's IP address. If
the ping command time's out, the encoder may be offline. NOTE: Some
strict firewalls are set to automatically reject pings.
- Tracert to the streaming encoder: From a computer other then
the streaming encoder, open up an MS-DOS prompt and run a tracert to
the encoder's IP address. If the tracert does not complete, the encoder
may be offline, firewall or network settings have been changed,
preventing access to the encoder.
- Tracert from the streaming encoder: From the streaming
encoder, open up an MS-DOS prompt and run a tracert to our streaming
provider's entry point IP address (obtained from Public Interactive).
If the tracert does not complete, the connection is broken, firewall or
network settings have been changed, preventing access to the encoder
Pull a stream directly from your encoder
You need Windows Media Player to check if you can pull the signal directly from your encoder.
- Open Windows Media Player.
- Go to File -> Open, and a window will appear.
- Type in the encoder IP address, e.g., http://206.28.209.10 and click on OK. (Be sure to start with http:// )
- Windows Media Player should play your stream.
- If
you get an error instead of the stream, then your encoder is offline or
is not sending out the encoded signal properly. Restart the encoder.
- If you can get a signal from the encoder, but not from the player, contact techsupport!
- NOTE: Strict firewall settings may prevent this test.
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