When a shop begins a live sale broadcast, it may occasionally encounter an issue that impacts its ability to go live. These issues can involve sound quality, video quality, and/or connecting to its Facebook page. Shops can easily resolve some of these common issues with the steps outlined below.
If you experience an issue with going live that we do not detail below, please contact our Support team by selecting the blue chat icon in the bottom-right corner of your CommentSold dashboard.
How Troubleshooting Errors and Issues Benefits Your Shop
- Tackle an issue immediately if it happens and continue forward with going live on your preferred platforms.
- Go to Support with steps already taken to troubleshoot, and reach a resolution quicker with their assistance.
Issues Going Live
Below is a list of issues and error messages you might encounter while going live. For each, we provide steps to take to troubleshoot the error. Expand the issue or error drop-downs to view these steps.
Issue: Team member cannot see the Live Overview tab on the Live page.
- 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.
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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: Unauthorized. You must have the Broadcast App permission.
- 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.
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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 Message: We could not find your stream. Please make sure you are streaming from the mobile app.
- 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.
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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 Message: Error= -11800
- 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:
Error Message: Please scan at least 1 product before going live. You can still clear the overlay before going live.
- 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).
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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: Permissions Error.
- 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.
Issues Connecting to Facebook Page
Below is a list of issues and error messages you might encounter while connecting to your Facebook page when going live. For each, we provide steps to take to troubleshoot the issue. Expand the issue or error drop-downs to view these steps.
Error Messages: Access Token Error or Object with ID “XXX” does not exist; Cannot be loaded due to missing permissions; Does not support this operation. Also includes 200 permissions error: (#200) Subject does not have permission to create live video on this group; (#200) Subject does not have permission to create live video on this group/page.
- 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.
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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.
Sound Issues When Going Live
Below is a list of sound issues you might encounter while going live. For each, we provide steps to take to troubleshoot the issue. Expand the issue drop-downs to view these steps.
Issue: CommentSold Broadcast App cannot use the microphone/speaker on the device you're using for the live sale.
- 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.
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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: There is an echo when previewing your live sale stream feed.
- 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.
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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: There is a vibration or humming sound when previewing your live stream feed.
- 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.
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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: There is no sound when previewing your live sale feed or the sound has stopped.
- 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.
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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.)
Video Issues When Going Live
Below is a list of video issues you might encounter while going live. For each, we provide steps to take to troubleshoot the issue. Expand the issue drop-downs to view these steps.
Issue: The video feed or media cannot be loaded.
- 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.
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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: The live video stream video is horizontal (landscape), not vertical (portrait).
- 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.
Issue: The video quality is glitchy, buffering, delayed, or pixelated.
- 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.
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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.
- Select Live in the side menu of your CommentSold dashboard.
- 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: Live stream was interrupted or the live sale ended unexpectedly.
- 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.
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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.
- Select Live in the side menu of your CommentSold dashboard.
- On the Schedule section at the top of the page, select Keep Facebook Live Active to enable this feature.
Error Message: The Media playback was aborted due to a corruption problem or because the media used features your browser does not support.
- 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.
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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:
- End on Live Overview first.
- 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.
- Start a new live stream and end the live stream in the correct order: