This section helps you diagnose and resolve the most common issues encountered on the WAVE platform. If you cannot find a solution here, our support team is available 24/7.
If your encoder cannot connect to WAVE or your stream keeps disconnecting, start with the Connection Issues guide. This covers firewall configuration, DNS resolution, protocol-specific handshake failures, and encoder misconfiguration.
If viewers are experiencing buffering, stuttering, or black screens, the cause is usually one of:
{% troubleshooter issue=“stream-buffering” /%}
WAVE uses structured error codes to help you quickly identify the root cause of failures. See the Error Codes reference for a complete list with explanations and resolution steps.
WAVE provides several built-in tools to help you diagnose issues:
{% stepper %} {% step title=“Stream Health Dashboard” %} Open your stream in the WAVE dashboard and check the Health tab. This shows real-time ingest bitrate, frame rate, packet loss, and an aggregate health score. {% /step %}
{% step title=“Connection Test” %} Run the WAVE connection test at app.wave.online/tools/connection-test . This checks your browser’s WebRTC capability, STUN/TURN connectivity, and available bandwidth. {% /step %}
{% step title=“API Status” %} Check the WAVE status page at status.wave.online for any ongoing service disruptions or scheduled maintenance windows. {% /step %}
{% step title=“Event Log” %} View the event log for your stream under Stream > Events. This shows a chronological list of connection events, error codes, and configuration changes. {% /step %} {% /stepper %}
When reaching out to WAVE support, please gather the following information to help us resolve your issue faster:
{% contact-support category=“technical” /%}