POST: Troubleshooting Stream Outages on Gen 4 Transmitters

The purpose of this article is to walk Futuri Streaming customers through the common troubleshooting steps for a streaming outage.

Internet Outages

The most common reason for a streaming outage is a lack of internet connectivity. If you have multiple stations in your building that are experiencing outages, this is likely the cause.

It's possible that your internet connection would be fast enough to browse to basic websites, but not fast enough to support your stream since browsing to a website like Google doesn't use much network data compared to streaming audio. If you're able to pull up websites, you may want to run a speed test on the network using one of the following sites:

If your streaming transmitters are on a separate network from the other computers in your building, try connecting another computer to that network and seeing whether you're able to browse to external websites (and get a good result from a speed test). If you are using a device with wifi, please shut it off to ensure you are testing the correct network. If the internet is not functioning or is not fast enough to support your stream, you'll want to reset your router or contact your Internet Service Provider.

Device Reboot

If you've determined that internet connectivity is not the source of the problem, your next step would be to reboot the streaming transmitter.  If possible, connect a keyboard, mouse and monitor to the streaming transmitter and then reboot by disconnecting power, waiting 5 seconds, and then re-connecting.

After rebooting the streaming transmitter, you should see the GUI interface display showing the information for your station and the levels.  

Advanced Diagnostics

First, connect a monitor and mouse and reboot the transmitter so the devices are recognized. Then, complete the following steps.

 If the GUI interface is stuck on “LOADING”, it may indicate that the transmitter is still not connected to the internet.  Try the following steps:

  1. Click on the grey gear icon in the upper right-hand corner.

  2. Click on the “Diagnostic” tab.

  3. Click the “Ping Default Gateway” button

    1. If the box is able to ping your gateway, you will see the ping times listed. 

    2. Click “Back” to return to the “Diagnostic” menu.

  4. Click on “Ping Streaming Servers”.

    1. If the box is able to ping the Streaming Servers, your box is online.

    2. If the streaming is still not working, contact Futuri VIP Support for additional assistance.

  5. If your transmitter cannot ping the streaming servers, check your network configuration by clicking the “Network” tab.

  6. If your transmitter is set to a static IP address, double-check that your Default Gateway has an IP address specified.

  7. If you still cannot connect to the internet, try changing ETH1 to DHCP and the default gateway to DHCP and clicking “Save”.  **Make sure to write down your static IP information just in case.**

  8. If you are still unable to connect after resetting to DHCP and rebooting the transmitter, try connecting a laptop or other network-capable device to the network port and verify the internet connection is active.  If there is no internet active at the port, contact your IT department or ISP.

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