Troubleshooting Guide for HBS 3.0

Organizers can sometimes have trouble while using Hubilo Broadcasting Studio, one of the reasons for this issue is unstable internet.

 

Having an unstable or slow internet connection can cause issues while using Hubilo Broadcasting Studio. Some common problems associated with network connection issues in Hubilo Broadcasting Studio are:

  • Unable to join or dropped out of Sessions.

  • Audio lags or audio and video not in sync.

  • Poor video quality (choppy, blurry or pixelated).

  • No audio or no video.

Below, we’ve mentioned some useful ways to help you eliminate connection issues or achieve a passable video quality with slow connections when streaming with Hubilo Broadcasting Studio:

 

Joining the Session:

Once you join the session please follow the below steps:

Ensure that both Mic and Camera access is given from browser permission. 

On the below page you can check your name that will be appear in the studio, toggle on Mirror my video, Test Devices, Turn on/off Audio/Video, Set Background, Settings on raise an alarm from Having issues.

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Test the devices by clicking on the Test Devices. A pop up will appear and your Camera, Microphone, Audio Output and Server Connection Status will be tested.

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By clicking on Setting:

  • You can check quality/change the Video device, Video resolution and Mirror my video.
  • The mic or speaker setting/quality can be checked.
  • Apply a Virtual Background.
  • Find support articles by clicking on Having Issues.
  • Or Raise an Alarm if the issue is still persisting.

Once done with the devices/adding virtual background/selecting the preferred Audio/Video devices, click on Save setting.

Click on Enter Studio and you will be directed to the HBS backstage.


Mic & Audio Settings:

The Mic and Audio settings can be checked/changed by clicking on Setting.

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In settings, select Audio option.

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If you want to select a different Audio Input device for your session, you can do so from the Audio Input section.

You can test the mic by clicking on "Click to Record", make a recording for 5sec to max 20sec and listen to it to check if you can hear your own voice.

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If you are able to hear your voice, then the Mic is working fine and you can click on "Yes". If not then click on "No".

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If you are not able to hear your voice and have selected No, then please check your browser setting and ensure that mic permission is given for the Event community web URL or try another device.

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You can check change your Audio Output device from the available option and test the device by clicking on "Play Ringtone" and click "Yes" if you can hear the ringtone. A message "Device is working properly" will pop-up.

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If you are changing the Mic or Audio devices click on "Save Settings".


Video Setting:

The video setting/quality can be checked by clicking on the settings option in the join screen.

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From here the following can be accomplished:

  • The Camera can be turned on/off from here.
  • Change camera device to external camera input.
  • Set a Video Resolution. The maximum resolution supported is 720p for host and attendee video and up to 1080p for share screen.
  • 640p and 480p can also be selected as resolution.
  • The video resolution is scaled automatically based on the internet bandwidth.
  • Mirror my Video can be used by toggling the option on.

Note:

Customer satisfaction for your Video Calling integrated app depends on the quality of video and audio it provides. Quality of audiovisual communication through your app is affected by the following factors:

  • Bandwidth of network connection: Bandwidth is the volume of information that an Internet connection can handle per unit of time. When the available bandwidth is not sufficient to transmit the amount of data necessary to provide the desired video quality, your users see jerky or frozen video along with audio that cuts in and out.

  • Stability of network connection: Network connections are often unstable with the network quality going up and down. Users get temporarily disconnected and come back online after an interruption. These issues lead to a poor audiovisual experience for your users unless your app is configured to respond to these situations and take remedial actions.

  • Hardware quality: The camera and microphone used to capture video and audio must be of sufficiently good quality. If the user's hardware does not capture the audiovisual information in suitably high definition, it limits the quality of audio and video that is available to the remote user.

  • Video and audio settings: The sharpness, smoothness, and overall quality of the video is directly linked to the frame rate, bitrate and other video settings. Similarly, the audio quality depends on the sample rate, bitrate, number of channels and other audio parameters. If you do not choose proper settings, the audio and video transmitted are of poor quality. On the other hand, if the settings are too demanding, the available bandwidth quickly gets choked, leading to suboptimal experience for your users.

  • Echo: Echo is produced when your audio signal is played by a remote user through a speakerphone or an external device. This audio is captured by the remote user's microphone and sent back to you. Echo negatively affects audio quality, making speech difficult to understand.

  • Multiple users in a channel: When multiple users engage in real-time audio and video communication in a channel, the available bandwidth is quickly used up due to several incoming audio and video streams. The device performance also deteriorates due to the excessive workload required to decode and render multiple video streams.

  • Latency: Latency is the time it takes for a single video frame to transfer from the sender's camera to the receiver's display. Network routers are the most common cause of latency on the end-to-end path. Satellite communication also adds significant latency to audio and video streaming.

Connectivity Setting:

The connectivity setting/quality can be checked by clicking on the settings option in the join screen.

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The following can be checked/monitored from here:

  • Video Bitrate
  • Audio Bitrate
  • Frame Per Second
  • Video Resolution
  • Internet bandwidth
  • Last-mile network quality

If the issue is not resolved, click on "Raise an alarm"

 

Note:

If you are having issues while joining HBS 3.0:

  • You can go to Settings > Having Issues to access support articles.
  • Supported devices, OS & Minimum Operating requirements.
  • Ensure Camera and Mic permissions are given including for external devices.Untitled.png
  • Refresh the page: Most issues could be due to a temporary glitch and get resolved by a quick browser refresh.
  • Leave and rejoin: If the issue persists, try leaving and rejoining Hubilo Broadcast Studio.
  • Firewall and VPN Configuration. 
  • Switch Network: Change to a more stable and strong network.
  • Best Practices for Hosts and Speakers.
  • Virtual Backgrounds Best Practices:
    • Works best when there is only one user on camera/video.
    • The browser support for the virtual background extension is as follows:

      • To get a better virtual background experience, Agora recommends using this feature on the latest version of Desktop Chrome.

      • Agora does not recommend enabling the virtual background feature on Firefox and Safari browsers. Backgrounding the web app on Firefox may cause the video to freeze, while the performance on Safari could be poor due to the browser's own performance issues.

      • Agora does not recommend enabling the virtual background feature on mobile browsers.

    • The virtual background feature has high performance requirements. Make sure your computer meets the following requirements:

      • CPU: Intel Core i5 4 cores or higher

      • 8G RAM or more

      • 64-bit operating system

  • If the issue still persists - Raise an Alarm.