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Telestream Cloud Services

Restream and Live Captions.

I am having some issues when trying to restream to single or multiple destinations using the Telestream Cloud. Wirecast keeps crashing too. Seems to work fine when logged out of Telestream Cloud. Any thoughts or suggestions are welcomed.

(For now, I'll just use another vendor to send to my destinations).

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  • The only time Wirecast crashes for me when using Telestream Cloud Services, is when I uncheck one of the destinations, Twitter (Periscope or YouTube) I was streaming to and just leave the RTMP to Facebook.  CRASH!

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  • John Lanza  I'd like to help but I need more details. Please describe as if you wanted me to match your settings and destinations.

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  • Alan Weinstein said:
    The only time Wirecast crashes for me when using Telestream Cloud Services, is when I uncheck one of the destinations,

     At what point are you unchecking the destination?
    Are you using RTMP to both destinations?

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  •   CraigS Using RTMP to Facebook then I use the Youtube and Periscope as selections.  I uncheck them if I want to just run a test to Facebook.

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  • Alan Weinstein Thanks for that.
    Fill out the form ASAP and include that description.
    Wirecast Support Form

    Does it work to all destinations but only crashed when unchecking one?
    Just confirming the uncheck is key to the issue.

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  • Alan Weinstein Actually if you repeat the crash do the following.

    Immediately after the crash go to Wirecast > Help > Send Support information and Create Support Ticket and Send Report. That will gather all the documents just after the crash state we need to analyze. That should speed up our analysis process.

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  • CraigS Only when unchecking is correct.  Actually 10 days ago when Robert on your premium support was helping me with a sound issue discovered it while he was on my computer.  I believe he did send a report.  Check with him.  It was case # #00594150

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  • Alan Weinstein OK. they're probably working on a fix. You can email back with case number and ask for a status update.

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  • Alan Weinstein The powers that be would like you to report it again as a new issue. 
    Recreate the crash and then go to Wirecast > Help > Send Support Information and Create a support ticket and send in the report. If you can do that ASAP and confirm here that would be very much appreciated.

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  • John Lanza We'd like to troubleshoot this issue with your help. Can you provide a specific use case / workflow example as Alan has done?

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  • CraigS I can't seem to replicate what was causing the crashing issue. However, I know that being logged-in to the Telestream Cloud is not working as I would hope. If I'm logged-out, I can send to multiple destinations (with the one added step of having to click "Go Live" on the Facebook/live/create Page). Since sending to multiple destinations directly within Wirecast (not using the Telestream Cloud) uses more bandwidth, I will continue to use a third party vendor to send to multiple destinations for now.

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  • John Lanza said:
    However, I know that being logged-in to the Telestream Cloud is not working as I would hope.

     Please explain. We're certainly doing work to improve things. 

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  • CraigS When trying to use Telestream Cloud, I get error messages. I've included screenshots of my YouTube and Facebook settings as well as the error messages. These error messages occur if I try to stream to both destinations or one destination.

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  • John Lanza said:
    These error messages occur if I try to stream to both destinations or one destination.

     When you state you get this with one destination, which one?

    For example what happens when you test YouTube alone with the API?
     

    Please report the issue using the previously posted form and links to your screenshoots so we can investigate and fix.
     

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  • CraigS I should have stated that error message appears with either of the destinations. The images in my previous comment reflect the error messages when using the FB stream or the YT stream.

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  • John Lanza I've recall both individually via Cloud without issue. Make sure you report this and we'll get you a case number and investigate.

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  • CraigS 

    I have this same exact issue when trying to stream to multiple destinations while using the Cloud service. When ever I got to Output Settings and enable "restream  and captions", I get an error message every time I go live that says "telestream cloud error. A connection or disconnection with the reader has occured." 

    Then I have to click "ok" like 30 to 40 times to even get out of that screen, its very annoying. 

    I've searched all over the internet for a fix, but can't find anything.

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  • CraigS 

    I have this same exact issue when trying to stream to multiple destinations while using the Cloud service. When ever I got to Output Settings and enable "restream  and captions", I get an error message every time I go live that says "telestream cloud error. A connection or disconnection with the reader has occured."  

    Then I have to click "ok" like 30 to 40 times to even get out of that screen, its very annoying.  

    I've searched all over the internet for a fix, but can't find anything.

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  • Mr. Thompson It sounds like a cloud server issue.  
    Can you confirm that you can otherwise stream to these destinations directly?
    That'll confirm there's no issue on the destination side.
    Can you stream to these destinations individually through our Cloud service?
    Since you're streaming to multiple destinations
    it might indicate we're having an issue with a specific destination.

    Can you do a quick test and post back the results?
    We'd need to know the destinations involved as well.

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  • CraigS I tried to stream individually while using the cloud service and I got the same error message. When I streamed without using cloud separately everything works fine.

    Whenever I use cloud I get that error message.

     

    - I RTMP facebook and signed into Twitter and YouTube directly while using cloud and got the error message.

     

    - I signed directly into Facebook and RTMP twitter and YouTube while using cloud and got the error message.

     

    - Got get error message while signing in separately from each platform and using cloud.

     

    - Didn’t get error message if I didn’t use cloud and signed into each individually.

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  • Mr. Thompson Thanks for those details. 

    Fill out the form and include what you just posted. Also include your location since it's possible that's part of the issue. Note in Subject it's a Cloud issue and we'll give this a high priority.

    Wirecast Support Form

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  • Mr. Thompson   I just tested to Facebook Page (using the API) through our Cloud and it worked without issue so your location might be a factor.

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  • Mr. Thompson YouTube also worked for me.

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  • CraigS I just submitted the form. Didn’t see the message in time about adding I had to force quit.

    This is my case number 00663281.

    Hopefully it get resolved by my show this Friday 😃

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  • Mr. Thompson If you're behind a firewall you may need to open ports 4000-6000 I believe. I would disable your firewall and test first to see if that's it.

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