A stream in Brella is your provider's player loaded inside the app. If the stream works on the provider's side, the remaining causes are the embed URL, the stream's access settings, or the viewer's network.
Before you start
Test the stream on the provider's side first.
Test it in Brella as an attendee: open the Stream page (or the name you gave it) in the web app or the mobile app. See Test the Stream Setup.
You need to be an organization admin or an event admin to change streams in Content > Streams.
How Brella shows a stream
Brella loads the Stream URL in a frame: an iframe in the web app, an in-app web view in the mobile app. Brella does not re-stream or convert the video. Delay and buffering come from the provider and the viewer's connection.
Web app, window 1024 px or wider: the player keeps a 16:9 frame in the space left of the panel. Chat and the side-panel integrations are tabs in a panel on the right. The panel takes 30% of the window, at least 380 px and at most 560 px.
Web app under 1024 px, and the mobile app: the player is a 16:9 box as wide as the screen. Chat and the integration tabs sit below it.
Produce the stream in 16:9. The admin panel has no size or ratio settings for the player. Player options such as controls, autoplay or colors are set through the embed URL parameters in the provider's tools.
Troubleshooting
The stream plays on the provider's site, but the player in Brella stays empty
The URL is not embeddable. Use the provider's embed or player URL (the src value of the embed code), not the page URL from the address bar. The provider must allow embedding on other websites. Some providers also require the stream to be public, or require the embedding domain in the URL. Check the provider's embedding rules, then update Stream URL and select Save changes.
Some attendees do not see the stream
Attendees receive only streams that are visible and that they are allowed to watch. In Content > Streams, check that:
The switch next to the stream title is on. Off hides the stream from all attendees.
Who can watch this stream? is Anyone, or the attendee is on one of the lists under Select lists.
Settings > Use streams is on. Off hides the whole Stream page in the app. With streams off, Content > Streams shows "You have disabled streams!" and a Re-enable streams button.
If you change the lists after the event has started, Brella asks you to confirm. Attendees who lose access see the stream disappear when they refresh. Visibility and access changes do not reach open apps live; attendees see them on the next refresh.
Attendees see "Stream not available"
The stream they opened is no longer in their list: it was hidden, or their access was removed. Ask them to go back to the Stream page and open the stream again.
Attendees see "No streams yet"
No visible stream exists for that attendee. The word after "No" follows the name of your Stream page. Create a stream, turn its switch on, and check its access lists.
The video is black or keeps buffering
The provider's player does the buffering. Check the provider's status and the viewer's connection. Nothing in Brella adds delay or changes video quality.
A session's video page in the web app stays blank
Watch now in the web app loads the session's Stream/Video Url in a frame on a page inside Brella. If the provider blocks embedding, the player stays blank. Attendees can select Open in new tab at the top of the page. To fix it, use the provider's embed URL in Stream/Video Url. The mobile app opens the URL outside Brella and is not affected.
The video plays without sound
Check the player mute control and device sound. Ask the attendee to follow Resolve live stream issues.
The stream fails on a company network
Ask the attendee’s IT team to check Firewall and network requirements. Include the stream provider’s address when describing the problem.
Echo or doubled audio
Two players are open at the same time. In the web app, leaving the stream page unloads the player; in the mobile app, the player pauses when the screen loses focus. Echo comes from another browser tab, another device, or the provider's own page. Keep one player open.
No chat next to the stream
Enable Stream chat is off for that stream. Open the stream row, turn it on, and select Save changes.
Get help
Select Support in the top bar of the admin panel. It opens a chat with Brella and attaches the event you have open.
