Troubleshooting Guide
Use the symptom categories below to identify your problem, then follow the link to the fix in Problem Solving.
1. Hardware / Power
Something has no lights / appears completely off
| What is off? | Go to |
|---|---|
| ATEM switcher | ATEM switcher is powered off |
| Camera controller | The camera controller is powered off |
2. Display / Monitor
A screen is black or shows nothing
| What is black? | Go to |
|---|---|
| Multiview monitor | The multiview monitor is black |
| Streaming PC display | The streaming PC display is black |
3. ATEM Switcher
The ATEM switcher is behaving unexpectedly
| Symptom | Go to |
|---|---|
| Preview / programme buttons lit blue instead of red/green | ATEM switcher preview and programme buttons not working |
| ATEM software cannot connect to the switcher | Cannot connect ATEM software control application to the ATEM switcher |
| Video is moving at the wrong speed (too fast) on YouTube | Framerate problems |
4. Cameras
A camera is not visible or cannot be controlled
| Symptom | Go to |
|---|---|
| One or more cameras missing from the multiview display | The video of a camera does not appear on the multiview display |
| Camera controller joystick / buttons have no effect | The camera controller fails to operate the cameras |
5. Encoder / Stream
The stream is not reaching YouTube or is not starting
Start here: is the STREAM button on the NVS-34 encoder lit continuously red?
STREAM button state
├── Not lit (white) or flashing red
│ ├── Check encoder input source → see "The encoder stream button flashes red" in problems.md
│ └── Reboot the encoder → see "No stream appears on the YouTube preview" in problems.md
└── Lit continuously red but stream still missing
└── Check encoder settings → see "YouTube preview says encoder is not configured properly" in problems.md
6. YouTube / Streaming Platform
Problems visible on the YouTube side
| Symptom | Go to |
|---|---|
| No stream in the YouTube preview at all | No stream appears on the YouTube preview |
| Stream does not appear in YouTube preview despite encoder running | The live stream does not appear in the preview on YouTube |
| YouTube says “encoder not configured properly” | YouTube preview says encoder is not configured properly |
| “Go live” button is greyed out | The “go live” icon is greyed out on YouTube |
| YouTube shows “no data” or “poor connection” | YouTube shows “no data” or “poor connection” |
| YouTube buffering / stream fails mid-service | YouTube connection problems |
7. Internet
The streaming PC cannot reach the internet, or the whole site has lost internet
| Symptom | Go to |
|---|---|
| Streaming PC only: no internet access | The internet is not accessible from the live streaming PC |
| Whole site has lost internet | The internet is not accessible from the live streaming PC (check camera controller IP conflict) |
8. Audio
Sound quality is poor or volume is too low on the stream
→ Poor sound quality on the live stream
9. Graphics / Overlays
Song words or the Christ Church logo are not displaying correctly
| Symptom | Go to |
|---|---|
| Song words not displaying | Song words not displayed |
| Song words have no black outline | Song words not outlined in black |
| Christ Church Winchester logo not visible | Christ Church Winchester logo not visible |
Quick Reference: All Problems
| Problem | Section in problems.md |
|---|---|
| ATEM switcher has no lights | Link |
| Multiview monitor is black | Link |
| ATEM preview/programme buttons not working | Link |
| Cannot connect ATEM software to switcher | Link |
| Camera controller has no lights | Link |
| Streaming PC display is black | Link |
| No stream on YouTube preview | Link |
| YouTube says encoder not configured properly | Link |
| Camera missing from multiview | Link |
| Camera controller not operating cameras | Link |
| Encoder STREAM button flashes red | Link |
| “Go live” greyed out on YouTube | Link |
| Stream not appearing in YouTube preview | Link |
| YouTube “no data” or “poor connection” | Link |
| No internet on streaming PC | Link |
| Poor sound quality | Link |
| Song words not outlined in black | Link |
| Logo not visible | Link |
| YouTube buffering / connection failure | Link |
| Framerate wrong (people moving too fast) | Link |
If your problem is not listed here, ask on the “Streaming” Slack channel or find someone in church who can help. If you solve an unlisted problem, please add it to problems.md.