Network issues are sometimes easy to mistake for simple Splashtop connection issues. If you are having issues with freezing or lagging in the encoder before you are live, it’s always recommended to disconnect and reconnect first. Once you are live you’ll need to notify support before disconnecting purposefully so we don’t miss any action on the live feed.
Things to consider before seeking support:
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- Check your own Speeds, make sure your connection is stable and strong and not the reason for interruption. When possible we prefer you use a wired ethernet connection not WiFi.
- Be prepared to let support know you’ve already checked your speeds and how severe the network instability is. The first thing they may ask if that you disconnect and reconnect as this can sometimes provide a more stable Splashtop connection when someone else is connected.
- Slight network hiccups: may freeze for a moment then come back can be noted on feedback forms. If it’s consistent you can reach out to support.
- A few clients have known network issues due to their specific location with limited ISP options, if you have one of these CID’s support will make you aware but you have to carefully frame around any lag or freezing.
Immediately reach out to support if you have any of the following:
- No Splashtop access to the encoder
- Network quality messages appear when logged into the encoder
- If you lose connection for even a second at any moment while live
- Personal network issues preventing you from operating or maintaining communication
If you believe the network 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 Splashtop 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.
- Slight hiccup or freeze where you did not lose connection at all. The only time you don’t need to escalate this to support