There may be situations where LiveShell PRO will lock up and you can not operate via the unit buttons.
Please attempt a force shutdown (see this link) and check if the problem is resolved.

If you cannot solve the problem

Please contact our support team (support-global@cerevo.com) and include the following information.

• Any actions you did immediately before your LiveShell PRO locked up.
• That you have already tried a force shutdown but the problem was not resolved.

In cases where the broadcasted repeatedly becomes clear and blurry in short intervals, this problem may be resolved by changing the “Key frame Insertion time” value on Dashboard. If you have no special broadcasting requirements, Cerevo recommends a setting of double the broadcasted frame rate.

How to change “Key frame Insertion time”

1.Access Dashboard and log in your Dashboard account.
2.Click [CUSTOM].

3. Change “Key frame Insertion time”.

If you encounter a problem not listed in the online manual, please contact our support team (support-global@cerevo.com) and include the following information.

• What kind of problem has occurred. If possible, please send videos, photos or URL for your livestreaming site to clarify the problem.

• The current firmware version you are using (for more information on how to check the current firmware version see this link)

• Is the LiveShell PRO connected to wired LAN or wireless LAN. If wireless LAN, which device or router are you connected to.

• If you are using any HDMI splitters or converters

• Which broadcasting service you are using (Ustream, YouTube Live, etc.)

• When the problem first happened and any other solutions you have tried.

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 “DNS error” appears on the device screen.

Please check the following guide if “DNS error” 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 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.

<Point 3>
Please check if your network environment meets the requirements for LiveShell PRO.

“DNS error” may be caused by network environment issues. For more information on the requirements see this link.

If you cannot solve the problem

Please contact our support team (support-global@cerevo.com) and include the following information.

• “DNS error” is displayed on the LCD.
• You have already checked the points above.
• When the problem first happened and any other solutions you have tried.
  (e.g.) The problem happened 3 days ago and has not been solved yet. I tried 10 times using different routers and always “DNS error” is displayed.

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 “TCP/IP error” appears on the device screen.

Please check the following guide if “TCP/IP error” 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 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.

<Point 3>
Please check if your network environment meets the requirements for LiveShell PRO.

“TCP/IP error” may be caused by network environment issues. For more information on the requirements see this link.

If you cannot solve the problem

Please contact our support team (support-global@cerevo.com) and include the following information.

• “TCP/IP error” is displayed on the LCD.
• You have already checked the points above.
• When the problem first happened and any other solutions you have tried.
  (e.g.) The problem happened 3 days ago and has not been solved yet. I tried 10 times using different routers and always “TCP/IP error” is displayed.

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.

If you cannot solve the problem

Please contact our support team (support-global@cerevo.com) and include the following information.

• “Unexpected error” is displayed on the LCD.
• You have already checked the points above.
• Which LiveShell PRO connect to wired LAN or wireless LAN. If you use wireless LAN, which one you use wireless router, mobile Wi-Fi router and tethering.
• When the problem first happened and any other solutions you have tried.
  (e.g.) The problem happened 3 days ago and has not been solved yet. I tried 10 times using different routers and always “Unexpected error” is displayed.

Cannot connect with Google account on Dashboard

1. Booting/Start Up issues

• LiveShell PRO does not power on

• Back light turns on but nothing is displayed on LCD

• Device hangs after displaying “Cerevo” or “LiveShell PRO” logo

2. Setup issues

• How to get PIN for initial registration

• Cannot add new network settings

• Local mode setup issues

• The message “Username or password is incorrect” is shown on Dashboard even if entering correct Ustream account information

3. Network connection issues

• The error message “Wi-Fi error” is displayed on the LCD

• The error message “DHCP error” is displayed on the LCD

• The error message “DNS error” is displayed on the LCD

• The error message “TCP/IP error” is displayed on the LCD

• The error message “Unexpected Error error” is displayed on the LCD

• The message “Currently not online” is displayed on Dashboard

4. Broadcasting issues

4-1. Video Issues

• Cannot broadcast video

• Interference on broadcasted video

• Broadcast video resolution is low

• Broadcasted video repeatedly becomes clear and blurry in short intervals

4-2. Sound Issues

• Cannot broadcast sound

• Interference on broadcasted sound

4-3. Other broadcasting issues

• About live streaming delays

• Can not broadcast to Akamai or Akamai hosted (Dacast etc.) services

5. Other issues

• Device button operations do not work

• If you encounter a problem not listed in the manual

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.

If you cannot solve the problem

Please contact our support team (support-global@cerevo.com) and include the following information.

• “Currently not online” is displayed on Dashboard.
• You have already checked the points above.
• Which LiveShell PRO connect to wired LAN or wireless LAN. If you use wireless LAN, which one you use wireless router, mobile Wi-Fi router and tethering.
• When the problem first happened and any other solutions you have tried.
  (e.g.) The problem happened 3 days ago and has not been solved yet. I tried 10 times using different routers and always “Currently not online” is displayed.