Cloud Session Troubleshooting
This article will explain common issues of why Cloud session is not working.
Below are the most common issues, and their solutions:
Setting the Encoder DRM and Destination IP correctly
Encoder DRM is incorrectly entered in DRM Metadata
Metadata is turned off
ACK timeout is set too low
Session is expired
Streambox Server having issues.
Setting the Encoder DRM and Destination IP correctly
When creating a session on Live.Streambox.com you will receive 2 unique codes, Encoder DRM and Session ID, both starting with “$”.
The Encoder DRM goes into the DRM field under the systems tab, and the Session ID goes to the Decoder or Streambox media player which will be receiving the Stream.
Every Encoder DRM and Session ID have an initial prefix, the first letter after the “$”, which indicates the Cloud server on which it was created. For example: $A#####, $B#####, and so forth. The Encoder must have the Destination IP set to the corresponding server. If not set to the correct server, the Session will not work.
Here is a link to all Cloud Servers that includes the IP address, Prefix letter, and the domain name of each Cloud Server. You can connect to a specific server using its domain name in your web browser instead of using live.streambox.com.
Note: When changing the Encoder DRM on Spectra, the IP address should change automatically to that of the correct server. This feature will be added to our hardware Encoders in the near future.
Encoder DRM is incorrectly entered in DRM Metadata
A common issue when entering the Encoder DRM is there can be extra spaces in the DRM field This mainly occurs when copy-pasting. Double-check to see if there is an extra tab or space in the DRM field. It is recommended to type Encoder DRM.
Metadata is turned off
Make sure that the Metadata is turned on for Cloud sessions. If Metadata is turned off then the stream will not work properly.
To turn on Metadata in Streambox Chroma, go to the Encoder Web GUI -> Metadata -> Turn on
Note: This issue only occurs on Chroma, Windows rackmounts, Avenir 5, and Micro 2
ACK Timeout is set too low
To Locate ACK Timeout on Chroma go to Web GUI -> Networks and look in the right-hand box. LDMP must be enabled for this setting to be relevant; if LDMP is not
In order for your stream to successfully connect to the Cloud server, you would need to change your ACK Timeout accordingly. A general rule of thumb is to ping your intended cloud server and average the ping times, in milliseconds. Set the ACK Timeout to a value that’s 30-50% higher than the average ping in ms.
To check ping, open up Windows command prompt or MacOS Terminal
Windows command/macOS Terminal: ping <IP address> (e.g. ping 52.25.129.48)
Note: If you are using macOS Terminal, you may need to press Ctrl+C to stop the Ping test.
Session is expired
When creating a session you can have the option to expire the session after a specific amount of time or to never expire. When a session has expired you can no longer stream using the Encoder DRM unless you edit the session to be active again.
To check your session status go to Live.streambox.com -> Sessions Tab
If you see that your Encoder DRM/Session ID is crossed out that means your session is expired.
To enable the same Encoder DRM/Session go to Edit and change the time to your liking.
Streambox Cloud Server is having issues.
Generally, when a session is becoming unstable it is possible that there is an issue with the cloud server you are using. In which we would recommend you to switch to the next closest Streambox Cloud server.
To check if there is a Streambox Server issue go to Live.streambox.com -> Service Health.
Here is a link to view the IP addresses of our cloud servers: Cloud IP address
Note: To use a specific cloud server in your web browser, you need to put the full server name; For example. LiveUS.Streambox.com or LivePost.streambox.com
Another thing to note is using https://live.streambox.com will send you the closest Cloud server to your location.