LiveShell PRO originally did not support 5GHz Wi-Fi (IEEE 802.11 a/n/ac).
If you want to connect to a 5GHz Wi-Fi hotspot or router, it is required you update the firmware to Rev.3769 or later and use the Official 5GHz/2.4GHz USB Wi-Fi adapter.
Please see this link for more information about updating firmware.
Mobile Wi-Fi routers that support Wi-Fi connections can connect with LiveShell PRO.
LiveShell PRO originally did not support 5GHz Wi-Fi (IEEE 802.11 a/n/ac).
If you want to connect to a 5GHz Wi-Fi mobile router, it is required you update the firmware to Rev.3769 or later and to use the Official 5GHz/2.4GHz USB Wi-Fi adapter.
Mobile Wi-Fi routers are generally more unstable and connect at lower speeds than normal wired or wireless routers, Cerevo recommends using normal wired or wireless routers for high quality livestreaming.
Local mode can be used to broadcast to a closed local network following the steps written on this page.
If setup is not successful please check the below guide.
The Play button is shown on the setup page but nothing happens after clicking it.
<Point 1 >
Please check if the PC or smartphone audio out and LiveShell PRO MIC-IN are connected securely using the included setup cable.
Setup information is sent via sound from the PC or smartphone to LiveShell PRO and can fail if there is not a secure connection.
<Point 2>
Please check if the PC or smartphone is set to max volume
Setup information is sent via sound from the PC or smartphone to LiveShell PRO and setup may fail if the PC or smartphone volume level is too low or muted. We recommend that the PC or smartphone is set to max volume before pressing the play button on the setup page.
<Point 3>
Please check the PC or smartphone is not playing any other audio
LiveShell PRO cannot receive the correct setup information if the PC or smartphone is playing any other audio as setup information is sent as sound.
Please contact our support team (support-global@cerevo.com) and include the following information.
LiveShell PRO will try to connect to a saved wireless or wired LAN to go online.
There may be situations where LiveShell PRO fails to connect and the error message “Unexpected error” appears on the device screen.
Please check the following guide if “Unexpected error” is shown.
<Point 1>
Please check if the current firmware version is the latest one
If you do not have the latest firmware, please try updating and then check if the problem is resolved.
For information on how to check and update firmware, see the following links.
*How to check the current LiveShell PRO firmware version
*Firmware update
<Point 2>
Please wait a few minutes and try connecting again
If LiveShell PRO sometimes succeeds in connecting and sometimes displays an error message. The problem may possibly be caused by temporary network issues.
Please contact our support team (support-global@cerevo.com) and include the following information.
Cannot connect with Google account on Dashboard
4-1. Video Issues
4-2. Sound Issues
4-3. Other broadcasting issues
LiveShell PRO will communicate with Dashboard server while LiveShell PRO is online.
There may be situations where LiveShell PRO fails to communicate and the message “Currently not online” appears on Dashboard.
Please check the following guide if “Currently not online” is shown.
<Point 1>
Make sure you have the latest firmware.
If you do not have the latest firmware, please try updating and then check if the problem is resolved.
For information on how to check and update firmware, see the following links.
*How to check the current LiveShell PRO firmware version
*Firmware update
<Point 2>
Please make sure that you select the right device ID on Dashboard.
If you select wrong one, “Currently not oline” will be shown.
For more information on how to check the device ID of your LiveShell PRO, see this link.
<Point 3>
Please wait a few minutes and try connecting again.
“Currently not online” may be caused by temporary network issues.
<Point 4>
Please check if your network environment meets the requirements for LiveShell PRO.
“Currenly not online” may be caused by network environment issues. For more information on the requirements see this link.
<Point 5>
Make sure that your LiveShell PRO is not in local mode.
When LiveShell PRO is in local mode, LiveShell PRO does not communicate with the Dashboard server so “Currently not online” will be shown on Dashboard.
“Local Mode” is shown on the device home screen if LiveShell PRO is offline and in local mode.
For more information on local mode see this link.
Please contact our support team (support-global@cerevo.com) and include the following information.
It is possible to register multiple LiveShell series devices to a single Dashboard account and those devices are managed via unique device IDs. Follow the below instructions to check the device ID of a unit.
1. Make sure the home screen is displayed on the device. The home screen has a power icon and a spanner icon.
2. Push the lower right button once or several times (the number of times will vary depending on the broadcasting situation).
3.”ID:xxxxxxx” will be shown on the device display and this is the device ID.
LiveShell PRO has both HDMI and Composite video/Line inputs. Any device that has HDMI output* or composite video out/line out can be connected to LiveShell PRO.
LiveShell PRO officially supports the following resolutions and frame rates. If the output device connected to LiveShell PRO does not output one of the below resolutions and frame rates, LiveShell PRO may not work correctly.
*LiveShell PRO does not support HDCP connections.
LiveShell PRO should automatically broadcast inputted video/sound after clicking [Start Live].
Please note some broadcasting services are unable to broadcast to the preview window in Dashboard. Please manually check your live stream to confirm broadcasting.
Please check the following guide if video is not played.
<Point 1>
Wait a few minutes and check if video is played.
A delay from several seconds to a few minutes can occur between the LiveShell PRO video input, the preview display window in Dashboard and the live video stream.
<Point 2>
Make sure that “Video off” is not checked in Dashboard.
<Point 3>
Make sure that you select the right device ID on Dashboard.
If you select the wrong device ID, you will not be able to preview video on Dashboard.
For more information to check the device ID of your LiveShell PRO, see this link.
<Point 4>
Make sure that you select the right video input.
LiveShell PRO supports HDMI and AV-IN and it is possible to change which one LiveShell PRO receives input from.
HDMI video is not broadcast if you select AV-IN as “Video input” and vice-versa.
<Point 5>
Make sure that your video output device (e.g camera, PC, etc.) and cable are not defective.
<Point 6>
Make sure that your video input device is set to a supported resolution.
LiveShell PRO supports the below resolutions and frame rates. Any resolutions and frame rates not listed may cause video problems.
[Supported HDMI resolutions and frame rates]
<Point 7>
Make sure that any HDMI splitter or converter used is not causing the issue.
Using HDMI splitters and converters may cause video issues.
<Point 8>
Please try to reinsert the input cable and reboot LiveShell PRO, then check if the problem is resolved.
<Point 9>
If possible, try broadcasting to another service and see if the same problem occurs.
If there are no problems when using the other service, the problem may be caused by original broadcasting service you are using. In that case please contact the support team for the broadcasting service you are using.
Please contact our support team (support-global@cerevo.com) and include the following information.
LiveShell PRO has HDMI, composite video and line inputs. Inputs such as SDI and VGA are not supported.
If you want to broadcast video and audio output via SDI or VGA an SDI>HDMI or VGA>HDMI coverter is required.
Cerevo does not recommended specific converters and cannot guarantee operation when using a converter. If LiveShell PRO is damaged by a converter the warranty may be void.
