Welcome to our support area!
Here you can find answers to many of the most common questions regarding the Meridix Network - whether you are a listener/viewer, a broadcaster, or any other user.
The vast majority of issues can be solved with a few simple clicks... try these solutions below.
1. Ensure that you are using the latest version of flash player.
2. Turn off any pop-up blockers while using Meridix to ensure broadcasts can open properly.
3. Verify that you have adequate bandwidth to view the broadcast. For video broadcasts you will need at least a 700 Kbps downstream, and for audio-only broadcasts, at least a 56 Kbps downstream. You can check bandwidth here.
4. Our network allows you to watch seamlessly across all desktop platforms, including Windows, Mac, and Linux. If using a mobile device however, such as an Android, iPhone, iPad, or Blackberry device, you may need to initiate the stream by double clicking on the listen arrow or opening the device's embedded media player. We continue to support the widest range of devices possible.
1. Verify that your internet connection is working and transmitting/receiving.
2. Verify that your internet connection is allowing traffic IN/OUT on ports 80, 443, and 1935. Check Ports Here
3. Verify that your internet connection has adequate bandwidth and stability (see below).
4. Ensure that all devices, such as cameras and microphones, are connected and recognized by the computer.
5. Check that you are following proper procedures by using the LiveID Manual.
6. Be sure to have the latest version of Meridix software, or a third-party encoder (Flash Media Encoder, Wirecast, TriCaster), installed.
7. If your audio or video is choppy, ensure that your computer has adequate CPU (processor) and RAM (see below).
Have you tested your connection?
Just because you can load a web page does not by itself indicate that your connection is suitable for broadcasting. First of all, you should test your connection for its true speed, analyzing both the DOWNSTREAM (internet to you, usually fast) and UPSTREAM (you to internet, usually much slower) bandwidth. Run the following test a few times to determine an average speed for your download and upload speeds:
After you determine your reliable download and upload speeds, compare them with your broadcasting needs. You'll most want to pay attention to the upload speed. If you are trying to broadcast a 600 Kbps video stream, you'll need at least a consistent 700 Kbps or greater upload speed. If you're broadcasting 32 Kbps audio, you'll want at least 50 Kbps or greater of upload speed. We generally recommend having at least 100 Kbps more than you need for video, and 20 Kbps more than you need for audio, to handle overhead. If you find you don't have enough bandwidth, lower your broadcasting bitrate.
Once you are familiar with your available bandwidth, you should also test your connection for stability and reliability. It is very possible to have a connection with adequate speeds but poor stability, which would cause your stream to frequently stop or cut out. You should also run this test several times to determine a reliable average:
Using A Wireless or Broadband (3G/4G) Card?
We continue to see a tremendous increase in the number of broadcasters who are utilizing 3G/4G cards from various cellular providers. In most cases, these have proven to be valuable tools which allow broadcasters to produce events quickly and easily by taking an internet connection with them, often to areas with no other internet available. However, broadcasters must take into account the limitations of these devices if they are to have a successful streaming experience. First of all, these types of connections can, and do, cut out. Often times the delay is just for a few seconds, but it still can be enough to be noticed by both the broadcaster and the audience. Next, these types of connections are subject to interference, in that the signal can still drop momentarily even in areas with full bars of signal. Third, mobile broadband capabilities can vary from location to location, meaning your experience in the gymnasium of a school can be completely different than your experience in the football stadium. You may get full signal, and yet have a slow or unreliable connection, or vice versa. Lastly, while our software and network does as much as it can to mitigate all of these issues, the broadband cards are only as good as their weakest link - for your broadcast to go off without a hitch, ensure that your card is giving you adequate bandwidth, strong signal, low latency, high reliability, and good stability.
Verify coverage in your area:
Does your computer have enough processing power?
If you notice that your video is choppy, not smooth, starts and stops, or seems like it won't catch up, you may want to try a more powerful computer, or lower your framerate/bitrate. Encoding and streaming simply requires more CPU (processor) power than many activities, such as viewing a web page. While most computers manufactured within the last few years should work fine (i.e. we've tried to make our system work on as many computers as possible, you don't always need the latest and greatest), the more processor and RAM resources you have available, the better your experience will be. You can easily check whether your CPU is overtaxed in Windows, while running an encoder, by right clicking on the taskbar, selecting Task Manager, and then selecting the Performance Tab. On a Mac, use Activity Monitor which is located in your /Applications/Utilities/ folder. While running an encoder, your CPU should be at no greater than 90% average usage.
Can't find a setting? Want to know how to webcast a game? Use the documentation section to get step-by-step directions on all of our tools. Numerous screenshots and examples are provided.
More often than not, what seems like a large problem usually turns out to be a minor tweak or setting change. Consult our FAQ area for quick answers to common questions and issues.
Technical support functionality is now an integrated part of your existing account, no matter what Meridix service you are using.
We also now offer a remote support utility, which allows the Meridix Support team to take control of your desktop and resolve problems instantly!
Simply login to your existing LiveID account and follow the "Support" links to get technical support. Or, contact your assigned Meridix representative for additional assistance.
Users can also try sending an email to firstname.lastname@example.org for inquiries which may not be covered by the above methods. Unlike the official support systems above, support via this open email address is first-come first-served, so please do not expect an immediate response.
You can now see live Meridix System status information here: