I’m now using Streaming Cloud for long, and it’s been working well. But recently my livestreams are getting sluggish and buffer a lot, and my audience often report about the lagging and poor watching experience. What can I do to troubleshoot the issue?
Honestly saying, our technical support team has received different types of complaints about the lagging or buffering during live streaming. Since the cause of lagging varies, we have to find out the right way to solve the issue.
We usually judge if the lagging is temporary or lasts longer first. If the lagging is temporary, it is more likely caused by the network condition – either by the network you use for pushing the livestream, or by the network of your audience.
At this situation, you need to check the network connection, and see if the issue is on your network device, your ISP (Internet Service Provider) or something else. We will not discuss this in detail since the possible cause varies.
If the lagging lasts long (like for tens of seconds or keeps lagging since your livestream started), you have to determine if the issue is caused by the Push side (who start the livestream and upload the streaming data) or the Pull side (who receive the livestream and download the streaming data).
You can check the livestream by the following steps –
1. Find out how many of the audience (Pull side) that encounter lagging.
2. If not all audience encounter lagging, that means the network condition of these audience is not good, and is required for further inspection.
3. If all audience encounter lagging, that means the streaming source from the livestream host (Push side) is not set properly. This can be caused by one of the following problems –
(1) The network condition of the Push side. Since it directly affects the transmission of the livestream, we recommend you check this first. And if it is the problem, you should fix it immediately.
(2) The firewall settings. Sometimes the livestream gets affected by the firewall settings of your operation system, which may block the live streaming client from transmitting the streaming data. You can add the live streaming client to the application white list to make it gain access needed for your livestream.
(3) The settings for the livestream. Sometimes improper parameters cause the lagging, such as using streaming bitrate that is too high for the network, or enabling too much features that the network is unable to process in time (especially the interactive functions in a jammed network). For this situation, you can try disabling some of them to see if the lagging issue is solved.
4. If you can’t find any problem with the inspections in Step 3, and you are using our live streaming client (PC/iOS/Android), you can submit the log file to our technical support to diagnose and pinpoint the issue.
If you are using OBS or other streaming client, you can try to find the log file if there is one, and submit to our technical support with the streaming client you use and its version if available, as errors may occur in some versions of the third-party streaming clients.
Besides, our technical support will contact the provider of our CDN, to see if there are anomalies appearing during the time of the livestream, and will have further contact to solve them.
OK, that’s a wrap for this Q&A session. It may take some time to find out the cause of lagging, but this process can help you understand live streaming better and adjust the settings for better livestreams. And of course, we strongly recommend you giving a test or rehearsal before starting the livestream to fix the problems early.
Or, if you want to learn more about troubleshooting the issues during livestream beforehand, check out the develop center for manuals or detailed information. And if you encounter any problems during testing or livestream, feel free to contact our technical support in time. We are always here to listen.
Hope you like this article and find it useful. We’ll see you soon!