What to do if the commentator is not able to go live

If the commentator is not able to go live, please try the following steps: 

1. If the commentator is not able to complete the soundcheck, please follow the suggestions here until they are able to enter the studio.
2. If the commentator is in the studio and only sees a black screen, they will be unable to go "Live".
   1. Make sure the event is receiving an input feed, and that the encoder is connected without dropping any frames.
   2. Navigate to the review page by clicking the 🎧. icon from the dashboard or by clicking the ▶️   icon in the dashboard.
   3. If the review page and the dashboard player are also showing a black screen, it is likely that Spalk is either not receiving the stream, or it is unstable.
   4. Please check the connection status with your uplink encoder team. If they do not see any issues, please contact your Spalk representative.
3. If the commentator is in the studio but stays on connecting or initializing for longer than 2 minutes
   1. Ensure they are seeing video. If they are not receiving video, verify you are able to receive video from the dashboard or producer studio.
   2. Ask them to refresh the page using the 🔄. icon below the video.
   3. Make sure they are not running any unnecessary programs or applications in the background. Ask them to close unnecessary tabs open on the browser.
   4. Also ask them to try decreasing the quality from 720p to 480p and if that doesn't help then to 360p.
   5. Ask them to connect via a different network, eg a 4G/5G hotspot from a mobile phone.
   6. Ask them to restart Chrome. It is important that they File > Quit.
   7. Ask them to restart their computer.
   8. If possible, ask them to try with another computer
   9. Set up a new event and see if they are able to connect to it.
   10. Reset their workflow from the Dashboard > Commentators tab using the  icon.
       NOTE: This will cause an downstream outage. Please ensure this is acceptable before you reset this.
   11. If they still can’t go live, please contact your Spalk representative.