"There was an unexpected error" on Source-Live Gateway

This article describes an error message related to Source-Live LL.

There was an unexpected error. Please try again.

Source-Live | Low Latency | All Operating Systems

Description

When users try to access a stream of an on-going Source-Live LL broadcast, they receive the following error message:

Cause

Under investigation.

Actions

First, check if the name of the user you were trying to join (live.source-elements.com/<username>) has any typos in it, or is simply incorrect. You can check if you're getting the error due to an incorrect streamer ID by:

1. Opening your browser's developer tool (⌥ + ⌘ + I, for Chrome and Safari).
2. Going to the "Network" tab.
3. Checking the failed request, such as the one below. If you forgot to open the developer tool before connecting, try refreshing the page (the error will pop-up again when attempting to connect)

If the error message is NOT "invalid username", contact the support team for assistance. In your email, include:

1. The word "URGENT" in the subject line.
2. The exact error wording (if possible, send a screenshot).
3. Your account name.