There are a few things you can do on match day to help diagnose and fix issues that may arise during your stream.
Most Common Troubleshooting Steps
If your stream has started and you are seeing a blue screen or ‘vision unavailable’ message on your stream, then promptly undertake these checks:
- POWER: First check the camera, encoder and battery is ON and have power
- CONNECTED: Check that the long HDMI is plugged into both the video encoder and the OUTPUT end of the HDMI repeater. Likewise make sure the HDMI cable from the camera is also connected to the INPUT end of the HDMI repeater. This is an imperative step to protect the camera
- DATA: Check the 4G indicator is solid and OLED display is indicating a RATE between 800-2500 KBps
- STREAMING: Check the encoder flow indicator is flashing, this indicates that a connection has been made with our FrogBox server
- RESTART: If the above does not identify any issues, then turn the encoder completely off, leave for 1 minute and switch on again. Wait a further 2-3 minutes and check the stream again
- If you are still experiencing troubles then please log an incident report with our customer support team.
Indicators on your Video Encoder
Aside from viewing the vision from your streaming endpoint (usually YouTube) you can check the status of what is being transmitted via reading the indicator lights or the OLED display on the video encoder.
The OLED display on the side of the Video Encoder will display several indicators showing the status of the connection and current stream. Importantly:
IP: This should show a valid Internet IP address when connected and a (G) indicator showing connection via 4G
RATE: When streaming successfully this will show in the range of 800-2,500 KBps
There is no vision appearing on the stream
If no vision is appearing on your streaming endpoint, then it is likely that a connection to your 4G (or other) network has failed. Check indicator lights, if no connection is seen, usually turning the Video Encoder off and then on will force a reconnection and/or a stream restart if required. If using a 4G network check that you have enough data left on your data plan.
If you have successfully connected to 4G then check the green cloud flow indicator light as it should be flickering green if a connection has been made with our server. If you see a solid green light, reset the encoder. This problem usually occurs if you have turned the encoder on more than 45 minutes before match start before our match day servers start.
A bright blue screen is appearing on the stream
This indicates the Video Encoder is connected to the streaming endpoint but that the vision from the video camera is not coming through.
- Make sure the long HDMI cable is plugged into the Video Encoder
- Check the other end of the long HDMI cable is connected to the HDMI repeater
- Make sure the mini HDMI cable is plugged into the camera
- Check the other end of the mini HDMI cable is connected to the HDMI Repeater
- Make sure the camera is turned on and has power
NOTE: The in-built camera battery will not charge while turned on or when connected to the long USB cable. Instead, it will be powered directly by the main battery. Therefore, if the in-built battery level of the camera is very low the camera may turn itself off if not connected to the main battery. If this happens, simply turn the camera back on when it is connected to the main battery. You should also make sure the in-built camera battery is charged before use to avoid this happening.
A black screen appearing on the stream, but audio is coming through
This indicates that you have the lens cover closed on the camera.
Video Encoder cannot connect to the 4G network (blue 4G indicator light just keeps flashing)
This can occur if:
- You turned on the video encoder before attaching the antennas
- The antennas are not connected to the correct ports (i.e. 4G antenna connected to 4G)
- You turned on the video encoder before the streaming endpoint was active (streaming endpoints start around 20 minutes before each game or earlier by prior arrangement).
Making sure the antennas are correctly connected and then turning the video encoder off and then on again may fix the problem.
When using 4G networks, also check connectivity with your 4G provider.
Camera keeps turning off
When the camera keeps turning off it is often an issue with the battery not being charged enough. There are very easy steps to resolve this and get the stream back online:
- Ensure your camera is OFF
- Locate the 2.1A Battery Port on the Battery Pack
- Connect your camera to the battery pack for approximately 5-10 minutes. This will give it enough charge to then continue streaming consistently
- After charging, make sure to reconnect your camera correctly as per the setup.