Troubleshooting

Dashboard Shows "Encoder Off" on Both Servers

This means both servers are online but your broadcasting software is not connected to either. Check that:

• Your encoder (BUTT, Mixxx, etc.) is running and connected.
• You have the correct server addresses and passwords from your welcome emails.
• Your internet connection is working.

See Broadcasting Live for encoder configuration guides.

Dashboard Shows "Encoder Off" on the Backup Server Only

Your encoder is connected to the primary but not the backup. You should configure your encoder to broadcast to both servers simultaneously. Without this, if failover occurs, listeners will be redirected to the backup but hear no audio.

Dashboard Shows "Unreachable" on a Server

The server is not responding. If this is the primary and the backup is healthy, automatic failover will occur. If both are unreachable, contact support immediately.

My Listeners Can't Hear Anything

1. Check your dashboard — is at least one server showing Live (green)?
2. Try your Stream URL in a browser or media player.
3. If the dashboard shows Live but listeners can't connect, there may be a DNS propagation delay. Wait a few minutes and try again.
4. Make sure listeners are using your streammachine.co.uk URL, not a direct server address.

I Can't Log In to a MediaCP Panel

• Check your welcome emails for the correct login details — remember you have two separate sets of credentials, one for each server.
• Panel links are on your service page in the client area.
• If you've changed your password via the client area, it updates on both servers. Use the new password for both panels.
• If you're still locked out, contact support and we can reset your credentials.

Failover Happened But I Didn't Expect It

Check the Recent Events section on your dashboard for details. Common causes:

• Brief network issues between the monitoring system and your primary server.
• Server maintenance by the datacenter (usually notified in advance).
• Your encoder disconnected from the primary server.

Automatic failback will occur once the primary is stable for 2 minutes. You can also manually switch back using the button on your dashboard.

Still Need Help?

Contact our support team via the support ticket system and include your stream name and a description of the issue. We monitor all Stream Machine services and can investigate server-side.