Video and image quality issues should be escalated to support immediately. The quicker these issues are called out and noticed the better so be sure to double check presets and framing when prepping. Things like over/under exposure, white balance, pixelization or freezing on any video feed could have an impact on the live feed. Keeping an eye on the Live OBS Output window can help catch these issues before we go live.
Things to consider before seeking support:
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- Determine, if you can, if there are outside factors at play such as the Sun or lack of or onsite lighting changes.
- Is the client using Graphics? If so, can you tell if it’s only black when they are sharing or is it the camera itself that’s black?
- Slight differences can be expected in some locations, camera placements comes into play a lot so we try to adjust those as best we can. If you notice slight differences between the cameras note this on your client feedback form. Only reach out to support if the white balance or exposures are exaggerated.
Immediately reach out to support if you have any of the following:
- No video feed from either camera in LCS and/or OBS. Image may look black, gray or like color bars
- Image artifacts or pixelation when you move the cameras
- Freezing/stuttering camera video
- Over/Under exposed to the point you cannot keep up with the action or see faces clearly
- White balance is off to the point where the image has a specific wash to it. (warm or cool)
- GFX are covering up the action and seem frozen or are black when shared
If you believe the video or image quality is not good enough to continue operating and you have considered the above, please reach out to Event Support via the Chatbot on your homepage by typing in "Agent".
If you experience any of the following, please add the issue to your Post-Event Survey and do NOT reach out to support during the live event.
NOTE: If the videographer is experiencing any of the below issues, if they have more than 10 minutes until the live event starts they can restart LCS and OBS to fix the issue. If restart is necessary, it should still be placed in their feedback form. If there is less than 10 minutes before going live videographer should not attempt to restart anything without Support's knowledge/approval.
- Image is slightly over/under exposed but you can still see the action and faces fine
- GFX are not configured properly, i.e: lower thirds are too small or too large, if there is an image not frozen and being changed the client is controlling it and will reach out if they need assistance.