LiveShell X will try to connect to a saved wireless or wired LAN to go online.

There may be situations where LiveShell X 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 X firmware version
*Firmware update

<Point 2>
Please wait a few minutes and try connecting again

If LiveShell X 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 X 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.

LiveShell X will communicate with Dashboard server while LiveShell X is online.

There may be situations where LiveShell X 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 X 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 X, 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 X.

“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 X is not in local mode.

When LiveShell X is in local mode, LiveShell X 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 X 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 X 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.

LiveShell X should automatically broadcast inputted video/sound after clicking [Start Live].

Please note some streaming 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 broadcast.

<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 X 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 X, see this link.

<Point 4>
Make sure that your video input device (e.g. camera, PC, etc.)  and cable are not defective.

<Point 5>
Make sure that your video input device is set to a supported resolution.

LiveShell X supports the below resolutions and frame rates. Any resolutions and frame rates not listed may cause video problems.

[Supported HDMI resolutions and frame rates]

• 1080p60 (59.94)
• 1080p50
• 1080p30(29.97)
• 1080p25
• 1080p24(23.976)
• 1080i60 (59.94)
• 1080i50
• 1080i30
• 1080i25
• 720p60 (59.94)
• 720p50
• 720p/30(29.97)
• 720p/25
• 720p/24(23.976)
• 576p
• 576i
• 480p
• 480i
• VGA

<Point 6>
The error message “HDMI ERROR” appears on the device screen or Dashboard.

Your connected device may be outputting an unsupported resolution or framerate, please check the supported resolutions list in Point 5.

<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 X, then check if the problem is resolved.

<Point 9>
Make sure the HDMI device you are connecting is not outputting an HDCP signal.

LiveShell X does not support HDCP (e.g. BluRay Players etc.).

<Point 10>
If possible, try broadcasting to another streaming service and see if the same problem occurs.

If there are no problems when using the other streaming service, the problem may be caused by original streaming service you are using. In that case please contact the support team for the streaming service you are using.

If you cannot solve the problem

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

• Video is not shown on Dashboard and broadcasting service.
• You have already checked the points above.
• If “HDMI?’ is shown on the LCD of LiveShell X while LiveShell X is connected to the video input device.
• Which broadcasting service you are using (e.g. Ustream, YouTube Live, Twitch, etc.)
• When the problem first happened and any other solutions you have tried.

Please check the following guide if you encounter any video problems.

<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 X firmware version
*Firmware update

<Point 2>
Please try to reinsert the input cable and reboot LiveShell X, then check if the problem is resolved.

<Point 3>
Make sure that your video output device (e.g camera, PC, etc.)  and cable are not defective.

<Point 4>
Make sure that any HDMI splitter or converter used is not causing the issue.

Using HDMI splitters and converters may cause video issues.

<Point 5>
Make sure that your video input device is set to a supported resolution.

LiveShell X supports the below resolutions and frame rates. Any resolutions and frame rates not listed may cause video problems.

[Supported HDMI resolutions and frame rates]

• 1080p60 (59.94)
• 1080p50
• 1080p30(29.97)
• 1080p25
• 1080p24(23.976)
• 1080i60 (59.94)
• 1080i50
• 1080i30
• 1080i25
• 720p60 (59.94)
• 720p50
• 720p/30(29.97)
• 720p/25
• 720p/24(23.976)
• 576p
• 576i
• 480p
• 480i
• VGA

<Point 6>
The error message “HDMI ERROR” appears on the device screen or Dashboard.

Your connected device may be outputting an unsupported resolution or framerate, please check the supported resolutions list in Point 5

<Point 7>
Please try to reinsert the input cable and reboot LiveShell X, then check if the problem is resolved.

<Point 8>
Make sure the HDMI device you are connecting is not outputting an HDCP signal.

LiveShell X does not support HDCP (e.g. BluRay Players etc.).

<Point 9>
If possible, try broadcasting to another streaming service and see if the same problem occurs.

If there are no problems when using the other streaming service, the problem may be caused by original streaming service you are using. In that case please contact the support team for the streaming service you are using.

If you cannot solve the problem

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

• If possible please send video or URL to see your live stream to clarify what problem occurs.
• You have already checked the points above.
• Which broadcasting service you are using. (e.g. Ustream, YouTube Live, Twitch, etc.)
• When the problem first happened and any other solutions you have tried.

LiveShell X can broadcast video at up to 1080p resolution.

Select “4000kbps – 1080p” in “Network” when you use preset mode. When you use custom mode, check “Vertical resolution” is set to “1080px”.

*Please note that video resolution is not fixed and could change when network connection speed is low.

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”.

There may be situations where sound is not broadcast or interference occurs on broadcasted sound.

Please check the following guide if you have any sound issues.

<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 X firmware version
*Firmware update

<Point 2>
Please try to reinsert the input cable and reboot LiveShell X, then check if the problem is resolved.

<Point 3>
Make sure that your sound output device (e.g camera, PC, etc.)  and cable are not defective

<Point 4>
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.

If you cannot solve the problem

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

• If possible please send video or URL to see your live stream to clarify what kind of noise occurs.
• You have already checked the points above.
• Which broadcasting service you are using (e.g. Ustream, YouTube Live, Twitch, etc.)
• When the problem first happened and any other solutions you have tried.

There may be situations where LiveShell X 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 X locked up.
• That you have already tried a force shutdown but the problem was not resolved.

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 X 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.