Source-Live Troubleshooting
The following page contains a comprehensive list of Source-Live and Source-Live Gateway error messages and warnings, and the most common issues faced by users using the application.
If you run into any issues not listed on this website, including error messages, please contact the support team.
General Issues
Audio glitches on Mac
In certain cases, the audio may glitch when working on Source-Live Pro LL on a Mac. A possible fix is to minimize the Source-Live application so it is not visible on the Desktop. It will then operate as normal. If these steps do not solve your problem, contact the support team at support@source-elements.com.
Application crash on Mac for Image (Watermark)
On occasions, Source-Live crashes after selecting an image (watermark) as a video source on Mac. You will see an error report; please forward it to the support team if you face this error frequently.
Cannot enable camera or microphone in Gateway
When watching a stream or accessing Source-Live Gateway as a broadcaster, not being able to share your camera or microphone might be related to privacy settings configured on your browser. Read through this article for a step-by-step guide on how to enable them.
Cannot join a Source-Live Gateway session on a computer with no video
If you or your client don't have a computer with Video, you can still join a Source-Live Gateway session. Read through these articles for more information:
- Joining a video chat with no video (at the bottom of the article)
CPU spike when sharing full screen
When streaming, sharing the entire screen might result in CPU usage spikes. In order to reduce CPU usage, try cropping the screen or capturing a specific Window. For instructions on how to crop, visit this article.
If necessary, read through this article to know how to get optimum performance out of Source-Live Pro.
Empty audio input dropdown on Mac
If you are using Source-Live on a Mac computer, and your system language is set to something other that English, follow the steps outlined below:
- Close Source-Live LL.
- Change your system language to English (System Preferences > Language & Region).
- Go to Users > Library > Application Support > Source Live Folder.
- Delete the folder.
- Launch Source-Live again.
You will now see the audio options. After you select the correct audio input, you can change your system language back to the original value.
Empty audio input dropdown on Windows
If you are using Source-Live on a Windows computer, update all your audio drivers first.
You can also try checking for any disabled or muted devices:
- Open up the Sound control panel.
- In the "Playback" section, right click any space and select "Show disabled devices". Then, move on to step 5.
- If your audio devices are all listed and not disabled, select it and click "Set Default".
- Double click the icon.
- On "Levels", make sure the device is not muted and turn up the volume.
- Make sure none of the devices have exclusive mode on.
Then, restart Source-Live and check the "Audio" section to select your device.
If none of the above works, try to trash the application preferences. You can do so by following the steps below:
- Open the Windows file explorer - make sure hidden files are displayed.
- Go to C:\Users\{username}\AppData\Roaming
- Delete the Source-Live folder.
Interrupted audio on Viewer end, many artifacts
This issue is most commonly related to network quality. Please verify if your bandwidth has the proper capacity.
Additionally, you might be experiencing hardware issues. For example, check that your hardware clock matches your session sample rate if you are clocking your system with an external clock.
Loopback coming back through Source-Live Gateway when using Source-Nexus I/O
While sending anything to a stream through a Source-Live Gateway browser session, if you hear a feedback loop or echo at the receiving end of the broadcast, make sure you do not set up Source-Nexus A/Source-Nexus B as microphone and output respectively. This will result in your audio coming back twice through Source-Nexus A.
Read through this article on Understanding Routing for more information.
Source-Live dropping frames and using too much CPU on Mac
First, try deleting the Source-Live preferences.
- Close Source-Live.
- Go to ~/Library/ApplicationSupport/Source-Live and delete the folder.
- Launch Source-Live again.
If this does not solve your issue, contact our support team. Our contact details are at the bottom of this article.
Source-Live shows no screens or windows available
Make sure your permissions are not blocking Source-Live Pro from sharing your screen.
On Mac, go to System Preferences > Security & Privacy > Screen Recording and make sure the box is checked for Source-Live Pro. If that does not resolve the issue, try unchecking and checking the box again, then restarting the application.
On Windows, go to Settings > Privacy > Camera and slide the toggle for Source-Live Pro to the right.
Stuttery or completely black frames in Source-Live Pro LL and the Source-Live Gateway
When using Windows Capture for Source-Live, you might see issues with the image being broadcast if the computer is overwhelmed by the size of the image.
If you face this issue:
- Go to your DAW.
- Lower the picture size.
- Open Source-Live and click the gears icon in the home page.
- Under "Quality", reduce the quality of the image.
If you face this issue when using Pro Tools:
- Open Pro Tools.
- Right-click the Pro Tools video to get the options for display sizes.
- Try showing 1/4 side pictures on your screen. Do not use the full screen or actual size options.
Video input does not appear in Source-Live on Mac
You might not have granted Source-Live access to your Camera. On your Mac:
- Choose the Apple Menu > System Preferences > Security & Privacy > Privacy
- Select the Camera
- Select the box next to Source-Live to allow it access to your camera.
Windows users trying to stream the whole desktop or specific window see a black screen
Factors such as the Windows operating system (Windows 10,7, XP) or the graphics settings determine the necessary steps to configure Source-Lives to capture the whole monitor screen. Read through this article to find solutions related to the graphics performance and other related to NVIDIA cards.
Error Message Repository for Source-Live and the Source-Live Gateway
Product | Message | Reference Article |
Source-Live LL | Can't capture the screen. Open troubleshooting guide. | Can't capture the screen error message. |
Source-Live Gateway | Chat Settings. Please allow accessing your audio and video input devices by changing the settings of your browser. Unblock from the address bar to try again. | Audio access error message on Source-Live Gateway. |
Source-Live LL | Error #987: your passkey must be at least 3 characters long and make sure that you are not streaming on another device. | Error #987 in Source-Live Pro LL |
Source-Live LL | Error #989: Cannot start stream; verify your account details and check your Internet connection. | Error #989 in Source-Live Pro LL |
Source-Live LL | Failed to establish streaming connection. Please check your network. | Failed to establish streaming connection error message. |
Source-Live Gateway | Invalid passkey | Invalid passkey error message |
Source-Live LL | Invalid username & password combination. | Host login error message |
Source-Live LL | No video streaming sources were selected. Select streaming source or press "Continue" to stream audio only. | No video streaming sources were selected error message. |
Source-Live LL | Please check your internet connection. | Please check your internet connection error for Windows |
Source-Live LL | Starting the output failed. Please check the log for details. Note: If you are using the NVENC or AMD encoders, make sure your video drivers are up to date. | Starting the output failed error. |
Source-Live Gateway | Stream for this user is already active. Please finish active streaming and try again. | "Stream for this user is already activate" error message in Source-Live Pro LL. |
Source-Live Gateway | Stream is inactive | "Stream is inactive" error message in the Source-Live Gateway. |
Source-Live LL | The configured file output path is invalid. Please check your settings to confirm that a valid file path has been set. | The configured file output path is invalid error message. |
Source-Live LL | There is an unexpected issue with activating the license. Please contact sales for any questions at sales@source-elements.com. | There was an unexpected issue activating the license error message. |
Source-Live LL | There was a problem connecting to your room. | "There was a problem connecting to your room" error. |
Source-Live Gateway | There was an unexpected error. Please try again. | There was an unexpected error in the Source-Live Gateway. |
Source-Live LL | This account is not allowed to stream. Please verify entered Username and Password in the Settings. | This account is not allowed to stream error message. |
Source-Live LL | Valid Passkey must be set in the Settings. | Valid passkey error message. |
Source-Live LL | Valid Password must be set in the Settings. | Valid password error message. |
Source-Live LL | Valid Username must be set in the Settings. | Valid username error message. |
Source-Live LL | Your stream was stopped because you have used all allocated usage. Please see the Help Guide for more information or upgrade your plan. | Your stream was stopped error message. |
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