Streaming Help

Stream Offline:
First, Reboot the Encoder
Select the Output Tab in WinAmp

Mobile and Ads:
Updating Streaming Links for Apps and Livio
Audio Gateways
Live Stream Ad Insertion

About Streaming Encoders:
Working with Our Streaming Encoders: Can I touch the encoder?
Streaming Encoder Access: LogMeIn

Stats:
Live Streaming Reports

Support:

Non-Emergency Issues

If one listener is having difficulties connecting to your stream but others can connect, or if you’re receiving a poor quality stream, this is a non-emergency issue, please email help and we will respond as soon as we can. NOTE: We do not provide end-user desktop support.

What should you do if your web stream is down or offline?

  1. Make sure your encoder is on. (Seems basic, we have run into more than one instance in which they have been accidentally unplugged or lost power.)
  2. Make sure your encoder is receiving an audio feed.
  3. Please verify that the stream is offline. Try to listen from more than one computer, location or device. If you can hear it from one, but not another, then the stream is online, and the problems lie elsewhere. Check with your local IT support or internet provider.
  4. Are you hearing just the gateway/intro, but not the stream? If so, read more about that here.
  5. Always try rebooting (restarting) the streaming encoding computer first. This solves many problems.
  6. Also make sure you can access the general internet (e.g., can you access google.com) from the encoder.  Do you have access, but it’s slow? If not, then your internet connection might be offline, or it could be a local networking issue. Try your local IT support.
  7. If you’re comfortable, look at the encoder and make sure the Output Tab in WinAmp is selected.
  8. Then, if that doesn’t do it, write to us at help  AT  ds.npr.org and we’ll take a look.
  9. Please also make sure we can access the streaming encoder via LogMeIn.

Stream Emergency

You can’t connect to your stream AND you’ve tried to connect from more than one machine AND you have confirmed that you have internet access, AND have heard from multiple listeners that your stream is offline.

  • First: Please make sure you have internet access. If you can’t access google.com or other web sites, you have local internet issues.
  • Then: Restart the encoder. If that doesn’t work, then:
  • During Business Hours: Contact Client Services at 617-423-4499 or email support.
  • During Non-Business Hours: If you are hearing multiple complaints that your live stream is offline and you have rebooted the streaming encoder, follow our emergency support procedures.