Common Source-Live Pro LL Error Messages
This article is part of the Source-Live Pro LL User Guide
Listed below are some of the most common problems faced by users using the application.
Failed to establish streaming connection / Unable to start stream errors
If you already have a Source-Live LL subscription (go to the Store and check under "My Subscriptions"), and you have verified the subscription is active and you still have hours, but you still see an error message indicating a stream cannot be started, make sure you are on the latest Source-Live LL version first. You can do so by checking the "About Source-Live" box against the version displayed in the Downloads section of your Source Elements dashboard.
Otherwise, contact the support team and ask them to remove access to the application completely, uninstall the application, and have them add the access again.
Invalid Passkey when accessing a stream
If you are trying to join a stream, and you are getting an "Invalid Passkey" error message such as the one below, the PASSKEY value you are entering is incorrect.
In order to fix this:
- Make sure you are joining the correct stream. The URL you have entered should have the username of the person streaming. For example: https://live.source-elements.com/mlucia
- Ask the streamer for the session password. The PASSKEY value is not your Source Elements password, but the password set by the user for secure streaming. Contact the streamer to verify that the value you are entering is the correct one.
"Unexpected Error" message when starting a stream
If you receive an error message saying an "Unexpected Error" happened while starting a stream or trying to access the Source-Live Gateway, contact the support team for assistance.
Your stream was stopped
If you are receiving an error message saying: "Your stream was stopped because you have used all allocated usage. Please see the Help Guide for more information or upgrade your plan", read through the following article.