Error #989 in Source-Live Pro LL

This article contains troubleshooting information

Error #989: Cannot start stream; verify your account details and check your Internet connection.

Source-Live | Low-Latency | All Systems

Description

When users try to click "START STREAMING" in Source-Live Pro LL to begin a streaming session, they receive the following error message:

Cause

You have no internet connection, or the username and password you have entered are incorrect.

This error can also be displayed if there is no valid Source-Live license deposited on the account.

Actions

First off, try checking if you have a valid Source-Live license deposited on your account. You can check this in the user dashboard's “Products & Downloads” tab:

1. Go to https://dashboard.source-elements.com/products
2. Navigate to “LICENSES”.
3.  Your Source-Live license should be listed in “YOUR LICENSES”.

If the issue is related to your account settings, please follow the steps below:

1. In Source-Live, click the gears icon.
2. Review the values in the “Username” and “Password” fields.
3. Click “Save”.
4. Click “Start Streaming” again.

For more information on the authentication settings available for Source-Live, please check this article.

If the problem is your internet connection:

1. Make sure you have internet access by trying to go to our website http://source-elements.com/. 
   If you do not have internet access, try rebooting your router and computer and starting Source-Live Pro LL back up.
2. If you are able to access our website via web browser but still cannot start a Source-Live session, contact the support team.