Troubleshoot Live Selling Errors and Issues

• Issue Location: The Live page in your CommentSold account.
• Cause of Issue: You're either not logged in as the Super Admin or you're not assigned the Manage Post permission, which is required to access the Live Sale Overview page. 
• Steps to Fix Issue: Try either of the following actions:
  • Log in as the Super Admin.
  • Have a team member with the Manage Posts permission log into CommentSold. The Super Admin can also grant these permissions on a team member's profile. Learn more here.

• Error Location: The CommentSold Broadcast App.
• Cause of Error: You are either not logged in as the Super Admin or you're not assigned the Can Use the Broadcast App permission, which is required to begin a live stream on the device with the CommentSold Broadcast App installed.
• Steps to Fix Error: Try either of the following actions:
  • Log in as the Super Admin.
  • Have a team member with the Can Use the Broadcast App permission log into the CommentSold Broadcast App. The Super Admin can also grant these permissions on a team member's profile. Learn more here.

• Error Location: The Live Overview page in your CommentSold account.
• Cause of Error: Your Live Overview can’t connect to the CommentSold Broadcast App live stream.
• Steps to Fix Error: Try the following actions to resolve the error:
  • Give CommentSold a moment to connect to the stream. After 30 seconds, select Refresh Stream in your Live Overview. 
  • Log out of the CommentSold Broadcast App and fully close the app. Log in to the app and start the live stream again. You'll need to provide login credentials if the device is new or hasn’t been used for a live stream before.  
  • Check for any CommentSold Broadcast App updates in the Apple App Store or Google Play Store. Complete all the available CommentSold Broadcast App updates, then log into the app and start the live stream again.

• Error Location: The CommentSold Broadcast App. 
• Cause of Error: This is a storage error. The CommentSold Broadcast app cannot broadcast a live stream feed because there isn't enough free space on the device where the app is installed.
• Steps to Fix Error: Complete the following action to resolve the error:
  • Free up storage space on your iOS or Android device where the CommentSold Broadcast App is installed or use a different device with more available space to stream your live sale.

• Error Location: The Live Overview page in your CommentSold account.
• Cause of Error: You've chosen to create a dynamic product selection (step 2), but haven't scanned an item before attempting to go live (Step 3).
• Steps to Fix Error: Complete the following action to resolve the error:
  • Close the Go Live! pop-up and select a product in Step 2. You can either scan a product barcode or manually add a product by selecting the Add Product button. 

• Error Location: The Live Overview page in your CommentSold account.
• Cause of Error: Your page does not meet Facebook's requirements to go live.
• Steps to Fix Error: Try to start a live sale on your Facebook page directly in Facebook (Learn how here). If you receive an error from Facebook that reads You can’t go live yet. Your profile doesn’t meet the criteria for going live on Facebook, then your page lacks the Facebook permission needed to go live. Ensure your page complies with Facebook’s requirements before trying again. If the issue continues, contact Facebook Support for assistance.

• Logged in user does not have access permission to go live.
• You must be logged in with the Super Admin email address OR a Team Member account that has the correct permissions. Learn more about team permissions here.

• Error Location: The Live Overview page in your CommentSold account.
• Cause of Error: You're trying to go live on your Facebook page (Step 3), but there are issues with your Facebook permissions settings that are preventing you from doing so.
• Steps to Fix Error: Try the following actions to resolve the error:
  • Update your CommentSold app permissions on your page. Grant all permissions and set privacy to Public.
  • Make the account you're using to go live via CommentSold an admin for your Facebook page.
  • Ensure that the CommentSold team accounts that are Facebook page admin have the following CommentSold permissions: Can Use the Broadcast App and Manage Post. 

Resolution: Confirm the Facebook account meets Facebook qualifications to go live. 

• Facebook account is at least 60 days old.
• Facebook page has at least 100 followers.
• Facebook account connected to CommentSold must have Facebook access or task access on the Page permissions to create content.
• Check the Social Setup tab for errors.

Confirm that your page meets Facebook requirements to go live.

Those requirements are:

• Users will need to have a Facebook account that's at least 60 days old.
• For creators and businesses using Pages or professional mode for profiles, users will also need at least 100 followers.
• Users need to have Facebook access or task access on the Page permissions to create content.

If the above are met, try reconnecting Facebook under the Social setup tab.

• Check for error messages under Social Setup > Instagram.
• Confirm InstaFeed is enabled under Social Setup > Instagram at the bottom of the page.

If the Live Overview tab shows a ? icon next to the linking status, hovering on that icon should show the reason for the failed link.

If there is no icon:

• Go to Social Setup>Instagram tab and check for errors.
• Confirm you have InstaFeed connected under Social Setup>Instagram at the bottom of the page.
• Confirm you have Enabled two-factor authentication for the Instagram account. This is required to go live on Instagram.
• Make sure you have completes the required Confirm Login Activity step of Instagram setup to go live.

Here’s how:

From the Instagram Mobile App:

1. On your account profile page, click the hamburger menu (3 lines) in the top right corner.
2. Select Settings and Privacy.
3. Select Account Center.
4. Select Password & Security.
5. Select Where you’re logged in.
6. You'll see a message We detected unrecognized logins. Next to that message, select Review Devices.
7. Select This was me.

• Typically, that means that you had two web browser windows or devices opened with the same session. 
• When you logged out of one of the browsers, the other browser window sends an error to CS.
• Clearing your cache should resolve it.
• If this doesn't resolve the issue, try opening CS in Incognito mode. Click the dots in the top right corner of the Chrome browser and select New Incognito Window. Then open CS as usual.

• If you're using an iOS device version that is lower than 16.5, you'll need to update your software on that device.
• Learn how to update the software on your iPhone, iPad, or iPod touch.

• Issue Location: The CommentSold Broadcast App.
• Cause of Issue: Another application is using the microphone/speaker or something is blocking the usage of these functions on the device where you've installed the CommentSold Broadcast App. 
• Steps to Fix Issue:  Try the following actions to resolve the issue:
  • End all calls.
  • Pause any music playing.
  • Turn off Bluetooth (if using AirPods, etc.)
  • Close all apps running in the background, such as Netflix.
  • Close the CommentSold Broadcast App completely and open it again.
  • Restart the CommentSold Broadcast App live streaming device.

• Issue Location: The Live Overview page in your CommentSold account when previewing your stream quality (Step 1).
• Cause of Issue: The audio sound is bouncing off a hard surface near the live streaming device.
• Steps to Fix Issue: Try either of the following actions to resolve the issue:
  • Remove any cases on the device where you've installed the CommentSold Broadcast App (e.g., a phone case).
  • Add items to your live studio such as rugs and/or wall decor to minimize empty surfaces.

• Issue Location: The Live Overview page in your CommentSold account when previewing your stream quality (Step 1).
• Cause of Issue: An object is vibrating near the microphone of the device where you've installed the CommentSold Broadcast App.
• Steps to Fix Issue: Try the following actions to resolve the issue:
  • Remove plastic from new devices.
  • Remove the device case from the CommentSold Broadcast App streaming device.
  • Remove any objects from around the live streaming device.

• Issue Location: The Live Overview page in your CommentSold account when previewing your stream quality (Step 1).
• Cause of Issue: The live streaming device’s microphone is muted or connected to another device.
• Steps to Fix Issue: Try either of the following actions to resolve the issue:
  • Check that the CommentSold Broadcast App and streaming device are not muted.
  • Turn off Bluetooth on the live streaming device to prevent connecting to another nearby device (e.g., AirPods, etc.)

• iPhone fix: To ensure the best video quality on your iPhone, set the camera to record at the highest possible resolution and bitrate. To do this, on your device;
  • Go to Settings > Camera > Record Video and select the highest available option, such as 4K at 60 fps.
• Android fix: Open up the Camera app > switch to Video mode > and then tap on the recording settings to open up a list of resolutions and fps values. Switch the fps value to 60 for the smoothest experience.

This is a cache issue. Refreshing the screen should resolve it.

• Issue Location: The CommentSold Broadcast App.
• Cause of Issue: The strength of the internet connection dropped below the required level for the selected streaming quality setting. 
• Steps to Fix Issue: Try the following actions to resolve the issue:
  • Run a speed test on the live stream device. An upload speed of at least 10 mbps is needed for quality live streaming. 
  • Enable airplane mode and wifi.
  • Use a wired Ethernet connection or be as close to the router as possible.
  • Remove any other devices from the network while live streaming. 
  • Contact your internet provider and ask the following questions:
    • What type of internet do I have? (business or residential)
    • What are my upload and bitrate speeds?
    • Is there any way to increase the upload and bitrate speed?
    • What is the best upload speed in the area?

• Issue Location: The Live Overview page in your CommentSold account when previewing your stream quality (Step 1).
• Cause of Issue: The CommentSold Broadcast app device is not upright and the device screen orientation has rotated.
• Steps to Fix Issue: Try the following actions to resolve the issue. If the issue is not resolved before the live stream continues, the live sale and live replay will also be sideways.
  • Ensure that your CommentSold Broadcast App live streaming device is upright.
  • Turn off the orientation lock on your iOS or Android live streaming device.

• Issue Location: The Live Overview page in your CommentSold account when previewing your stream quality (Step 1).
• Cause of Issue: The strength of the internet connection dropped below the required level for the selected streaming quality setting. 
• Steps to Fix Issue: Try the following actions to resolve the issue:
  • Run a speed test on the live streaming device. An upload speed of at least 10 mbps is needed for quality live streaming. 
  • Enable airplane mode and wifi.
  • Enable Facebook Live Active toggle. This setting prevents your Facebook live from ending if your live streaming connection is interrupted.
    1. Select Live in the side menu of your CommentSold dashboard.
    2. On the Schedule section at the top of the page, select Keep Facebook Live Active to enable this feature.
  • Use a wired ethernet connection or be as close to the router as possible.
  • Remove any other devices from the network while live streaming. 
  • Stop the live stream and adjust the live stream quality setting next to the Live Stream Preview.
    • This controls the minimum bitrate for quality live streaming. Bitrate levels during live sale streaming are indicated with green, yellow, and red banners at the top of the Live Overview screen. 
  • Contact your internet provider and ask the following questions:
    • What type of internet do I have? (business or residential)
    • What are my upload and bitrate speeds?
    • Is there any way to increase the upload and bitrate speed?
    • What is the best upload speed in the area?

• Issue Location: The device where you've installed the CommentSold Broadcast App and/or the Live Overview page in your CommentSold account.
• Cause of Issue: The live streaming device received a notification, message, or phone call causing the live stream to end prematurely. 
• Steps to Fix Issue: Try either of the following actions to resolve the issue:
  • Enable airplane mode and wifi.
  • Enable FB Live Active toggle. This setting prevents your Facebook live from ending if your live streaming connection is interrupted.
    1. Select Live in the side menu of your CommentSold dashboard.
    2. On the Schedule section at the top of the page, select Keep Facebook Live Active to enable this feature.

• Error Message Location: The Live Overview page in your CommentSold account.
• Cause of Error: The previous live stream wasn’t ended in the correct order on each device.
• Steps to Fix Error: Complete the following action to resolve the error:
  • Start a new live stream and end the live stream in the correct order:
    1. End on Live Overview first.
    2. End on the CommentSold Broadcast App. 
  • Log out of CommentSold Broadcast App and fully close the app.
  • Log in to the CommentSold Broadcast App and start a new live stream.

If the product was added after the live started, you may have missed a step.

Check to see if the item is in BOTH:

• The Product Selection in the Products tab.
• The Product Selection in the Posts tab.

Items must be added to both when added during a live sale that is already in progress.

• Possible Cause 1: Mouse pointer is not clicked into the “Add product” section when scanning the product.
  • Resolution: Be sure to click into the “Add Product” section and then scan the product.
• Possible Cause 2: Scanner is not scanning in the right format for CS.
  • Resolution: Try scanning this barcode to reset your scanner to the correct format.

• Cause 1: This is usually a result of Professional Mode being turned ON in the admin's personal FB profile.
  • Follow instructions below to turn off professional mode.
  • Turn professional mode on or off for your Facebook profile | Facebook Help Center
• Cause 2: If you went live multiple times in rapid succession and do not end the live stream properly, it could be comment harvesting from your previous live.
  • In this case, you would need to end the live properly and restart in order for comments to harvest correctly.

• Live videos over 4 hours long or that had their stream ended incorrectly will not upload to the app.