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Internet radio troubleshooting




Internet connectivity

Check that the internet is connected on your encoding machine by opening a web browser and navigating to a commonly-used website such as BBC News, or Google. 

If there is no connectivity on your machine, check your local network. Your broadband router will have an administrative page, commonly http://192.168.1.1/ or similar. This will be printed, usually on the bottom of the router. If you cannot navigate to this, you have an issue with your local network. 

If your local network is working, but you have no connectivity to any websites on any computer in your building, your internet service provider likely has a problem. Please contact them and let them know your service is down.

Account issues: payments, bitrate, etc

Another common factor when streaming services are unavailable is account administration issues. Our streaming system, Centova Cast, will now automatically disconnect your stream after a short period if it is being encoded and sent at a bitrate in excess of your account type (eg. for Silver packages, 64kbps). If you are unsure of the correct bitrate for your account, please contact us here at Canstream and we can help you out.

Accounts on which payments are not up to date will also be disconnected after a period of time. Again, contact Canstream if you believe this may be an issue and we can let you know the status of your account.

Tracing connectivity issues

If you have a connection to the wider internet, but your stream is not working, we need to trace whether there is an issue with connectivity between our servers in London and your location.

Open a Windows command line by going to the Start Menu, clicking on "Run..." and entering the command cmd. This will show a black window with a command prompt. At the prompt, type the following: ping live.canstream.co.uk. If we have a connection between your location and our server, lines of text similar to the following will show:

If nothing happens, press Ctrl-C to return to the prompt, then run ping 195.10.228.4 in the same manner as the previous command. If this works and shows lines of text similar to the image above, there is an issue with DNS. You would then need to contact your internet service provider and inform them of a DNS problem.

However, a quick fix for DNS issues is often to change servers to public ones provided by companies such as Google. A guide to implementing Google's DNS on your Windows machine (it is a five-minute task) can be found on their website: click here.

Alternative useful methods

We suggest that you run a broadband speed test on your network to see how much upload bandwidth you have available:

http://www.broadbandspeedchecker.co.uk/

You could check on your PC's overall system resources following the advice here:

http://www.dummies.com/how-to/content/how-to-monitor-system-resources-on-a-windows-pc.html


We suggest that you install CCleaner to clean temporary files, optimise and speed up your computer: https://www.piriform.com/ccleaner/download.  

Also it might be a good idea to install Ultradefrag to defragment your computer to enable faster disk access: http://ultradefrag.sourceforge.net/en/index.html
 
 
Another suggestion is to install Revo Uninstaller to remove any unnecessary programs:

http://www.revouninstaller.com/revo_uninstaller_free_download.html

To check if you network is at fault you could install PingPlotter which is free for 30 days:

https://www.pingplotter.com/freeware.html


It might be that your current PC is overloaded. If you have another computer to use - even a laptop on a short-term basis - you could try streaming from another PC to see if that cures the problem.

 

Of course at Canstream we are here to help. If you are having issues connecting to our steraming server, please do telephone us on 0114 279 5219, or email tech@canstream.co.uk.

 

Also have you seen our video streaming trouble shooting guide? You may find useful information to support your stream: http://billing.canstream.co.uk/knowledgebase/14/Video-streaming-trouble-shooting.html



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