SmartSTREAM Support Manual
Return to Support Manual TOPTroubleshooting
If you encounter issues, please refer to this page.
If the problem cannot be resolved or you have any questions, please contact the support desk.
Upload
If you upload a video file with the same file name, the later uploaded file will overwrite the previous one.
| Problem | Solution |
|---|---|
| A “Validation Error” message appears. | Video files that contain full-width or half-width spaces in the file name cannot be uploaded. Please correct the file name and upload again. If recording and uploading from an iPad, select “Most Compatible” instead of “High Efficiency” in the camera settings. |
On-Demand Streaming
| Problem | Solution |
|---|---|
| Large files cannot be uploaded | Please check the file size. Due to general browser limitations, the maximum uploadable file size is 4GB. |
| Encoding failed | Please confirm that the codec or container of the uploaded file is supported by this service. |
| No audio is heard during media playback. | Please re-encode the file and upload it again. (Example using FFmpeg below) $ ffmpeg -i INPUT_FILE -r 30 -vcodec libx264 -acodec aac -b:a 128k -ac 2 -ar 48000 OUTPUT_FILE If the issue persists, contact “Customer Support” from the top of the dashboard or reach out to your sales representative. |
Live Streaming
| Problem | Solution |
|---|---|
| VOD created from video clips or Live-to-File cannot be viewed. | Please wait, as it may take time for the content to become “Published” after processing. |
Video Quality
| Problem | Solution |
|---|---|
| Poor video quality | Increase the video bitrate in the profile. |
| Poor audio quality | Increase the audio bitrate in the profile. |
| Video appears choppy | Increase the video frame rate in the profile. |
| Video quality drops during fast-motion scenes | Change the video bitrate mode in the profile to VBR. |
| Need to support various playback environments | In the profile, create multiple STREAMs with resolutions (width and height) and bitrates that match each expected playback environment. |
Encryption / One-Time URL
| Problem | Solution |
|---|---|
| How do I apply DRM/AES128 encryption? | Add a package at the bottom of the profile creation screen, select HLS for the package type and AES128 for the DRM type, and save. Then use the saved profile for a job or live encode. |
| How can I prevent unauthorized access using the AES key? | Enable the AES key authentication flag in the delivery settings, and encode while linking it to the AES128 encryption profile. |
| How do I set up a one-time URL? | Go to the streaming settings creation screen, enable the one-time URL flag, and save. Linking the created streaming settings to an HLS player or HLS media will activate the one-time URL. |
Error Messages
If a video cannot be played normally, the following error messages may appear.
| Problem | Solution |
|---|---|
| “Access from your IP address is not allowed” / “Unauthorized access” | Check whether the IP/domain hosting the player is subject to country restrictions, or whether it is outside the whitelist or not set in the blacklist. |
| “The specified media does not exist” | Confirm that the media is set to “Published.” |
| “Authentication failed” | The API key or token may be incorrect or may not exist. |
| “No compatible source found” | This may appear if encoding has not fully completed. Waiting for a while usually resolves the issue. |
| “Video download failed partway due to a network error” | Please contact “Customer Support” at the top of the dashboard, or your sales representative. |
| “The video file is corrupted, or your browser does not support features used in the video, so playback was stopped” | Same as above |
| “The video could not be loaded due to a server or network error, or because the format is not supported” | Same as above |
| “This video is encrypted, but the required authentication information could not be obtained for playback” | Same as above |