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Troubleshooting common issues with the live stream widgets or ticket types

The following consists of common issues that might come up when testing your live stream widgets/ticket types as well as Purplepass' live stream technology.

Issue #1: My live stream URL isn’t loading properly

If your website’s live stream URL does not load properly, it will redirect your guests to an official Purplepass page where they can enter the access code provided for them in order to stream the event. Users can still enjoy your live stream via Purplepass by:

  1. Opening the email they receive regarding your event and live stream. This email will include an event access code
  2. Copying the event code in its entirety
  3. Pasting the event code into the Purplepass live stream event alternative loading page
  4. Select “Access Code” to submit the access code and to enjoy the livestreaming event (as long as the customer is attempting to stream the event during the designated time slots)

Issue #2: Testing your live stream to make sure it’s working properly

Before launching a live stream event, you can test your live stream ticket type option by logging in and making a mock purchase of the event ticket using the following steps:

Option #1

  1. Log in to your Purplepass promoter dashboard
  2. Select “My Events” from the top navigation bar
My Event UPDATE
  1. Scroll and locate the live stream event you intend to test and click the title to view as a customer
Clicking my event GIF
  1. Choose the live stream ticket type option for the event and select the number of tickets you wish to purchase, like a customer would
Adding to car GIF
  1. Select “Add to Cart”
Adding to cart Purplepass
  1. Complete the checkout process as you would if you were a customer. It is advisable to make all ticket prices free while in testing mode to save time.
  2. Choose the “Watch” link that has been generated next to the access code, which is provided to all customers after successfully completing the checkout process
Watch button for Live Stream

Note: Keep in mind that your stream will not load unless you are attempting to watch the stream during your set date(s) and time(s). This method may not be optimal for those who have set times for live stream access.

Option #2

  1. Verify that you are logged in to your Purplepass promoter dashboard
  2. Visit www.purplepass.com/Live
  3. Enter the word ‘Testing’ into the box that requests your live stream access code
  1. Select “Access Code” to generate all of your upcoming live stream events that are currently active within your Purplepass account
  2. Select “Watch” next to the live stream you intend to test. Your live stream video will appear just as it will for your customers during the actual live stream event.

Option #3

  1. Select “Tools” from the top navigation bar
Tools UPDATED
  1. Choose “Live Stream Widget” from the icons or the left sidebar navigation menu
  1. Check the “Preview streams for testing” option beneath the ‘Step 1: Options’ menu. This will auto-generate a live list of streams you can preview as you are editing your live stream event.
preview live stream GIF
  1. Select “Watch” next to the live stream you would like to view and test

Issue #3: Automatically resizing your stream to fit your embed code

If you want your video’s size to match your preferred embed code size, you can do so by completing these steps while creating your live stream event:

  1. Select “Tools” from the top navigation bar
Tools UPDATED
  1. Choose “Live Stream Widget” from the icons or the left sidebar navigation menu
  1. Check the “Automatically resize widget to fit reversed videos” option beneath the ‘Step 1: Options’ header while editing your live stream. This will ensure your videos are automatically resized to fit your preferred embed settings.