Troubleshooting "Stream Down" and "Dead Air" in Station Manager

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This article is for: station technicians, streaming technicians.
Using: Station Manager.
Problem: Stream Down, and/or Dead air.


This article describes some troubleshooting steps that should help you if your stream goes down and/or your listeners are getting "dead air." First, identify if you are experiencing dead air or stream down:

  • Dead Air: A connection is present but no audio is passing through the streaming PC, therefore leading to dead air on the Triton Digital players.
  • Stream Down: A loss of connection between Station Manager on your streaming PC, and Triton Digital's servers.

Troubleshooting Dead Air

If a connection is present between Station Manager's Media Proxy on your streaming PC and the Triton Digital servers, these steps should help you resolve your "dead air" issue.

  1. Verify that audio is being fed to the streaming PC, and that you have selected the correct audio capture device:
    In Station Manager's Media Encoder tab you will find the device name selected as the audio capture device. Make sure it is the correct one. Also see if there is activity on the db meters. If there is no activity on the meters, this might indicate that no audio is being fed to the streaming PC.

     
  2. Verify that all audio cables are well connected to the sound card on the streaming PC
  3. Verify that your sound card is operational and its drivers are up to date.
  4. If everything checks out, then sometimes a simple reboot will fix the problem. Make sure Station Manager restarts after the reboot.

If none of these tips resolve the problem, contact Customer Support.

 

Troubleshooting Stream Down

If there is no connection between Station Manager's Media Proxy on your streaming PC and the Triton Digital servers, these steps should help you resolve your "stream down" issue.

  1. Verify that you have an internet connection to your streaming PC.
  2. Make sure that the firewall on your streaming PC is turned off:
    Go to Control panel > Windows Firewall.
  3. Check to see if the streaming PC has been rebooted; it's possible that Station Manager failed to restart after a reboot.
  4. Verify that Station Manager is running on the streaming PC, and all its components are loaded. If the Station Manager Client is blank, click the Start button in the Server Navigator to make a connection that will allow the components to be loaded.

     
  5. In the Media Proxy tab, check that the status of your mounts are green, and that the Status is "Enabled, Source Connected, Streaming."

     
    If the mount status is red or yellow, and the status is "Enabled, Source Connected, Disconnected," this indicates you might be experiencing a network connection issue (i.e., you are not connected to the internet).

     
  6. Finally, verify that the IP addresses and ports on the Triton Digital IP Whitelist are open. You received the whitelist as part of your on-boarding when you installed Station Manager. If you can't find the list, contact Customer Support and ask for the IP Whitelist.

If none of these tips resolve the problem, contact Customer Support. Please include your log files when you contact support! Compress the log files into a ZIP file before sending.

  • For "stream down" troubleshooting, include the Station Manager, Media Proxy, and Media Encoder logs.
  • For "dead air" troubleshooting, send the Media Proxy logs.


Where to Find the Log Files

Station Manager 4.3.X on 64 bit Windows
C:\Program Files (x86)\StreamTheWorld\StationManager Server\logfiles
C:\Program Files (x86)\StreamTheWorld\StationManager Server\AddIns\mediaencoder-4.3.X\logfiles
C:\Program Files (x86)\StreamTheWorld\StationManager Server\AddIns\mediaproxy-4.3.X\logfiles

Station Manager 3.3.1 on 32 bit Windows
C:\Program Files (x86)\StreamTheWorld\StationManager Server\logfiles
C:\Program Files (x86)\StreamTheWorld\MediaEncoder-3.3.X\logfiles
C:\Program Files\StreamTheWorld\StationManager Server\AddIns\mediaproxy-3.3.1\logfiles

RAS Adapter (if applicable)
C:\Program Files (x86)\StreamTheWorld\StationManager Server\AddIns\rasadapter-4.X.X\logfiles