Troubleshoot Push SDK issues

References

API references for troubleshooting:
- Android: Basic Edition
- iOS: Basic Edition
- Flutter: Flutter Push SDK API Documentation
- Windows: Windows Push SDK API Documentation
You can download the demo source code to explore API usage and test functionality.
For multi-host streaming, start with Introduction to multi-host streaming and Quick start.
The ApsaraVideo MediaBox SDK documentation covers integration and usage.

Console navigation

The ApsaraVideo Live console provides live stream management, application management, data center, and toolbox features.

For information about features supported by the console, see Feature overview.
To manage your SDK licenses, go to the My Licenses page in the console.
For information about how to use the troubleshooting tool in the toolbox, see Troubleshooting.

FAQ

If you encounter issues with license configurations, see License FAQ.
For stream ingest exceptions, use the troubleshooting tool to verify the ingest URL.

Technical support

If these resources do not resolve your issue, contact us for technical support.

Include the following information for faster resolution:

Item	Description	Note
Overview	Describe the issue you encountered in one sentence.	-
Issue description	Business scenario Specify the SDK usage scenario, such as standard or interactive live streaming. SDK information Specify the SDK type and version. Stage Specify when the issue occurs: during integration or operation. Issue description Describe the issue in detail: stream interruption, no video, no sound, etc. Reproduction Describe whether the issue is consistent or intermittent and how to reproduce it. Distribution Provide the platform, OS version, device model, and region.	For license-related issues, provide your application package name and License Key. Use the latest SDK version for best support.
Context	Details Provide the environment details. Ingest and streaming URLs Redact or sanitize any sensitive information. Time of occurrence Error logs Compress logs, such as logcat logs or file logs. Configurations These may include the application name, package name, and multi-host streaming configurations. Other information This may include screenshots or screen recordings.	Configure logging through the AlivcLiveBase class API operations before capturing logs. Check the demo application source code for examples. Do not capture file logs during a live stream. File log paths: Android: /sdcard/Android/data/${app_id}/files/ iOS: in the sandbox directory For multi-host streaming, also provide: Host's ingest URL (including AppID, channel number, and user ID) Viewer's streaming URL (including the playback domain configured in stream relay)
Additional information	Any error messages (if available, include error codes/messages). Whether the issue auto-recovers (for example, through auto-reconnection). Other information that may help identify the issue.

Issue description template

Template

Title: One-sentence summary of the issue.
Business scenario: Such as standard live streaming, interactive streaming, Real-Time Streaming.
SDK version: Such as AlivcLivePusher: x.y.z or AlivcLivePusher_Interactive: x.y.z.
App/Package name: Such as LiveExample / com.example.liveapp

Issue description: For example, occasional stream interruption / Unable to pull stream / No video. Briefly describe the specific symptoms.
Reproduction: For example, intermittent or consistent.
Detailed reproduction steps:
1. 
2. 
3. 
Affected users/device distribution: Such as Android 9 and earlier / iOS / Specific regions.

Ingest URL: Paste the complete ingest URL.
Streaming URL: If applicable.
Occurrence time: Specify the exact time, or provide examples if multiple occurrences.
Network environment: Wi-Fi/4G/5G/Wired network.
Issue logs: Logcat logs, ingest/streaming logs, preferably compressed.
Screen recording/screenshots: Upload any recordings or key screenshots of abnormal behavior.
Ingest parameter configuration: Such as resolution, frame rate, and bitrate.

Error messages: If errors occurred, provide error codes or messages.
Automatic recovery from exception: For example, auto-reconnection. Describe reconnection results.
Other: Any information you think might be helpful.

Standard live streaming issue

Title: Occasional stream interruption during standard live streaming.
Business scenario: Standard live streaming.
SDK version: AlivcLivePusher: x.y.z.
App/Package name: LiveExample / com.example.liveapp

Issue description: During streaming, the stream is occasionally interrupted approximately every 30 minutes, requiring manual restart.
Reproduction: Intermittent.
Detailed reproduction steps:
1. Start stream ingest.
2. Stream interruption occurs after about 30 minutes.
3. Need to ingest again to recover.
Affected users/device distribution: Android 9 and earlier, multiple device models, more frequent in Southeast Asia.

Ingest URL: rtmp://test.alivecdn.com/live/streamId?auth_key=XXX
Occurrence time: 2024-05-18 12:34
Network environment: 4G
Issue logs: See attachment logcat_20240518.zip.
Screen recording/screenshots: See attachment.
Ingest parameter configuration: Resolution 720p, bitrate 1500kbps, frame rate 30fps.

Error messages: No error messages.
Automatic recovery from exception: No, manual restart required.
Other: None.

Interactive streaming issue

Title: CDN viewers cannot receive host's video.
Business scenario: Multi-host streaming, AUI Kits interactive streaming.
SDK version: AlivcLivePusher_Interactive: x.y.z
App/Package name: LiveExample / com.example.liveapp

Issue description: Host-side stream ingest is normal, guests can pull the stream normally, but viewers cannot see the host's video, with no error messages.
Reproduction: Consistent.
Detailed reproduction steps:
1. Host starts interactive streaming and begins stream ingest.
2. Guests receive the host's stream normally.
3. Viewers (Android/iOS) enter the channel but cannot see the host's video.
Affected users/device distribution: Consistent on both Android and iOS.

Ingest URL: artc://live.aliyun.com/push/633?timestamp=1685094092&token=fe4e674ade****6686&userId=718&sdkAppId=xxx
Streaming URL: rtmp://test.alivecdn.com/live/xxx_633_718_camera?auth_key=XXX
Configuration: Channel number 633, AppID xxx, User ID 718, Playback domain test.alivecdn.com.
Occurrence time: 2024-05-18 12:34
Network environment: Wi-Fi
Issue logs: See attachment logcat_20240518.zip.
Screen recording/screenshots: See attachment.
Ingest parameter configuration: Resolution 720p, bitrate 1200kbps, frame rate 20fps.

Error messages: None.
Automatic recovery from exception: No, need to restart streaming.
Other: No messages on viewer side. Switching networks/devices does not help.