Troubleshooting – HB Live, Inc.

Live Stream Sample

Video On Demand Sample

Immediately above this text are two sample videos with audio. While the first video should play automatically, please allow a few seconds for the video to load, or click play to test the video. The first video is a live video test, and the second video is an on demand video test. For the best quality video and streaming, it is highly recommended to use the most updated version of your device, and browser.

If either video does not start: (1) Press the play button, or (2) Press the F5 key to refresh the page.

Should either video still fail to start, please follow the troubleshooting tips described below.

Troubleshooting Tips

If you are not seeing video or hearing audio, first make sure the video is not muted, then try to refresh your browser window. You may have to log in a second time if you are watching a live event.
If refreshing does not work to correct the problem, try opening the link in another browser such as a Google Chrome, Firefox or Microsoft Edge.
For best results, try using the most updated version of your browser.
If you are viewing from a mobile device, using WiFi may give better video quality.
If you are seeing an image stating, There is currently no live video, then the live stream may temporarily be down.
If you see text stating, “Bad Gateway”, then there is a server connection error. Try refreshing the browser.

Browser Compatibility*
Internet Explorer All versions	Unsupported
Microsoft Edge HTML version 83 or higher	Best Quality
Google Chrome version 86 or higher	Best Quality
Firefox/Mozilla version 81 or higher	Best Quality
Safari version 13.0 or higher	Best Quality
Opera version 68 or higher	Best Quality
Mobile Devices
Internet Explorer 11 (WinPhone 8.1)	Unsupported
Safari (iOS) v.13 or higher	Best Quality
Stock Browser for Android	Unsupported
Chrome for Android or iOS v.87 or higher	Best Quality
Firefox (Mozilla) for Android or iOS v.83 or higher	Best Quality

*Unlisted browsers are not supported.

LAST UPDATE: 12/3/2020

Technical Details for Enterprise Clients

Please visit the below link for information on opening firewall or proxy ports for successful streaming.
https://support.video.ibm.com/hc/en-us/articles/207852107-Opening-Firewall-or-Proxy-Ports-for-IBM-Cloud-Video-Broadcasting-and-Viewing

Contact HB Live, Inc. at 203-234-8107, or email info@hblive.com, for more information.