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Troubleshooting

Status color indication

In Server Settings (vpControl), channels and outputs are highlighted with colors:

Color Meaning Action
🟢 Green Working normally No action required
🔴 Red The channel is active but stopped Check the configuration, right-click → Start
🟡 Yellow The channel is inactive or not saved Click Save in vpControl, or select the channel checkbox

Channel status color indication

The same indication applies to output streams: green means the stream is running, red means a configuration error or no connection.

Diagnosing live sources

Checking the incoming signal

In Server Settings, select Live Input → right-click → Preview. In the window that opens:

  • You see an image → the source is working
  • Black screen → no signal or a decoding error
  • Artifacts → a problem with the incoming stream (bitrate, codec, network)

Diagnostic mode (Ctrl+F7)

In the preview window, press Ctrl+F7 — a counter with the number of dropped frames appears in the lower-right corner. If the value is zero, the source is stable.

The upper-left corner of the preview shows the channel name, format, FPS, and number of audio tracks.

Common problems and solutions

The channel does not start

  1. Check the license: Server Settings → License — make sure the key is active and the number of channels is not exceeded
  2. Make sure the GPU driver is up to date (see driver requirements)
  3. Check that an active GPU is assigned to the channel in the settings
  4. Open the server logs: C:\ProgramData\Stream Labs\VPlay\Log — look for the error

No picture on the output

  1. Check the output status (green/red in vpControl)
  2. Make sure the channel is running (green status)
  3. For UDP: check the IP address and port, and make sure the receiver is reachable
  4. For SDI: check the card driver, cable connection, and output format
  5. Check the Clean Output checkbox — if it is selected, graphics are not output

Dropped frames / artifacts

  1. Check CPU and GPU load in Windows Task Manager
  2. Make sure RAM is running in multi-channel mode
  3. Check the read speed of the content storage: HD requires at least 50 MB/s per channel
  4. Reduce the number of simultaneous IP outputs or lower the bitrate

The live source does not appear

UDP/IP: Check the following: - The firewall on the server (the port must be open) - Correct multicast routing (for multicast addresses 239.x.x.x) - The codec of the incoming stream (it must be in the list of supported codecs)

NDI: Make sure the source and the VPlay server are on the same subnet and NDI Discovery is working.

SDI: Check the source format (it must match the channel format or be convertible).

The schedule is not imported

  1. Check the schedule file format (XML/CSV)
  2. Make sure the content file paths in the schedule match the paths in PAM Storage
  3. Check the file encoding (it must be UTF-8)
  4. Open the import log: Server Settings → Logs → Import Log

Graphics are not displayed

  1. Check the license: License → CG Channels must be greater than zero
  2. Make sure the Clean Output checkboxes are cleared (in both the channel settings and the output settings)
  3. Check that the scene file (*.vpScene) is accessible from the channel storage
  4. Make sure the GFX layer is not covered by another layer with an opaque background

Collecting logs for technical support

Automatic export

In Server Settings → Logs → Export:

  1. Select the period: current day / custom period / all logs
  2. Click Export — a ZIP archive is created
  3. Attach the archive to your email to technical support

User action log

This log is not included in the automatic export. If you have schedule problems, copy it manually:

C:\ProgramData\Stream Labs\VPlay\Log\

Copy the file for the required date and attach it to your email.

Contacting technical support

Email: support@stream-labs.com Support page: https://www.stream-labs.com/support/ Phone: +371 66015710

Sample email to technical support

When contacting support, provide the following:

  1. License key — in Server Settings → License
  2. Server number — the computer name (format SL50055, visible in Windows System Properties)
  3. Problem description — what happened, when, and under what conditions
  4. Screenshots — the state of the interface at the moment of the error
  5. LOG archive — exported from Server Settings

Be prepared to provide remote access to the server: RDP or AnyDesk.

Quick resolution

Many problems are resolved within minutes when remote access is available.