Customize the panel's look and language, and fix the most common problems yourself before contacting support.
Panel branding
Click Branding in the left sidebar and upload your logo. It replaces the panel's default logo, the browser tab icon, and the heading on the sign-in page. This affects only the admin panel. Each channel's public logo is set separately on its Widgets tab.
Interface language
Click Settings in the left sidebar and choose a language under Interface Language. English and Spanish are available. The language applies to the admin panel, the sign-in page, and the public viewer and embed pages, and takes effect immediately.
After the panel is updated
If the panel looks wrong or a button doesn't respond after an update, your browser is probably using its saved copy of the old version. Press Ctrl + F5, or Cmd + Shift + R on a Mac, to reload it.
Troubleshooting
| Problem | What to do |
|---|---|
| Channel shows the off-air placeholder | Nothing is scheduled and the ? default playlist is empty, or its videos aren't ready yet. Add ready videos to the default playlist. Also check that the channel isn't stopped on the Studio tab. |
| Viewers see buffering | If CPU in the monitor bar stays near 100%, choose a faster Encoding speed or a lower bitrate or resolution on the Settings tab, or remove some simulcast targets. |
| Short black gap between videos | This is normal. A switch between items takes about one second. |
| Picture size or quality changes between videos | Look for ? ? ? badges in the Media Library, and re-export those files to match the channel's format. |
| Playlist or schedule edits haven't taken effect | They apply when the current video finishes. Wait, or click ? Skip on the Studio tab. |
| The wrong program airs at a certain time | Check the channel's Schedule Timezone, and look for overlapping blocks (striped slices on the Wheel view). |
| One channel seems frozen | Click ? Restart on that channel's Studio tab. |
| Every channel seems frozen | Click ? on the engine controls at the bottom of the sidebar. If that doesn't fix it, contact support. |
| An upload fails partway through | Try again, and the upload resumes where it stopped. Check the Disk reading in the monitor bar. If the disk is nearly full, delete unused media or contact support about more space. |
| Can't go live | See the troubleshooting section of Going live and recording live streams. |
| Forgot your password | Contact support to have it reset. |
Contacting support
To help us resolve your issue quickly, include:
- The channel name.
- What you expected to happen and what actually happened.
- The approximate time the problem occurred.
- A screenshot, if possible.
