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Troubleshooting Checklist for Hubilo Broadcasting Studio
Troubleshooting Checklist for Hubilo Broadcasting Studio

Troubleshooting Checklist for Hubilo Broadcasting Studio

Nanditha B S avatar
Written by Nanditha B S
Updated over a week ago

Organizers can sometimes have trouble while using Hubilo Broadcasting Studio, one of the reasons for this issue is unstable internet.

Having an unstable or slow internet connection can cause issues while using Hubilo Broadcasting Studio. Some common problems associated with network connection issues in Hubilo Broadcasting Studio are:

  • Unable to join or dropped out of Sessions.

  • Audio lags or audio and video not in sync.

  • Poor video quality (choppy, blurry or pixelated).

  • No audio or no video.

Below, we’ve mentioned some useful ways to help you eliminate connection issues or achieve a passable video quality with slow connections when streaming with Hubilo Broadcasting Studio:

Couldn’t Join HBS?

You might face an error that may not allow you to join HBS altogether. If you ever come across this issue, then try the troubleshooting steps below:

  • Check if HBS is compatible with your computer and network settings. You can conduct a quick test here: Amazon Chime Readiness Checker

  • Turn off your firewall.

  • Clear your browser’s data and cache.

  • If the issue persists, try using another browser to see if it works. (Chrome or Firefox)

  • Please note it is mandatory that the Host and Speakers are joined using desktop as mobile is not supported for these two people roles.

Check if the Event is LIVE:

Ensure that the event is LIVE before starting a HBS session. The event can be made live by following the below steps:

Event > Overview > Click on Go Live > Publish the event
(This can only be done by the organizer)

Check Your Browser:

For the best experience, we strongly recommend using the latest Google Chrome browser. HBS is also supported on other popular browsers like Firefox.

Check Your Internet Bandwidth:

While the HBS will operate with bandwidth speeds as low as 250 kbps, video and audio quality might be poor. A stable internet connection speed of 5 Mbps is recommended for the best experience in HBS.

HBS live streams up to 1280x720 (720p) at 30 fps and 2500 Kbps. However, in some cases, it is not necessary to send the highest quality and you can use a lower value. You can reduce the input video quality to support seamless video playback. Reducing the quality will give you a better experience on a slower or fluctuating internet connection.

The default resolution is 540p at 15 fps and 1400 Kbps. The following table provides recommendations of minimum and maximum bandwidth value per resolution for typical video-conferencing scenarios.


Frame Rate Per Sec

Min Kbps

Max Kbps





















Note: When low values are selected the video can appear pixelated. Using 15 fps instead of 30 fps will substantially decrease the required bit rate and may be acceptable for low-motion content.

Setting a frame rate below 15 is not recommended and will cause the video to appear jerky and will not significantly improve the bandwidth consumed. It would be better to adjust the resolution than set a very low frame rate.

How Much Data is Consumed by Broadcasting Studio?

Hubilo Broadcasting Studios' data consumption can vary based upon the video quality and the number of participants in the meeting. Anyways, for one hour of video conference, the average bandwidth used per participant is 2.5 mbps for 720p video at 30fps. This translates to data consumption of about 1.13 GB per hour in 720p video streaming.

Audio / Video Permissions:

Check if Audio/Video Permissions are given for the Event community web URL. If not, follow the steps mentioned to successfully enable browser permissions for your camera and microphone:

  1. Open Chrome and navigate to the Hubilo Broadcast Studio URL from the Event.

  2. Click at the Ellipses icon (vertical 3 dots) right of the address bar.

    Settings Option for Google Chrome:

  3. In the dialogue box, select Settings to open Settings in a new browser tab.

  4. On the left, click Advanced to expand the menu, then click Privacy and security.

  5. Click Site Settings.

  6. Select Camera or Microphone.

  7. Select the HBS URL from the list of previously visited sites.

  8. Under Permissions, change the setting for Camera and/or Microphone to Allow by using the drop-down menu at right.

  9. Close the Settings tab.

If the issue still persists:

  • Make sure the hardware drivers are installed for Audio and Video Devices on your computer and are up to date.

  • Check if the video is enabled for your device.

  • Check for system time, it should be according to the system timezone. Not manually set up.

Please check the following if you are facing issues with your Camera & Mic:

  • Please ensure you have enabled camera and mic permissions for the page.

  • Refresh the page: Most issues could be due to a temporary glitch and get resolved by a quick browser refresh.

  • Leave and rejoin: If the issue persists, try leaving and rejoining Hubilo Broadcast Studio.

Using an External Video Device

External Video cameras are supported in HBS. It is recommended to use cameras streaming 720p. Cameras streaming higher than 720p will require higher bandwidth when live streaming. When doing so ensure your internet connection is stable with an uplink speed of 5000 kbps or higher to prevent video freezing, chopping, delay or break in video output.

Using an External Audio Device

External audio devices like headphone mics, earphones etc are supported in HBS. Audio from mixers and live audio formats need to be downsized for live streaming and may result in audio being compressed resulting in a compromized experience.

Turn Off Extra Video Inputs

Switching to one video at a time stops videos from other participants except for the pinned person. So, if you want to see only one person at a time, turning off video for others can help cope with poor connection issues in HBS. This will reduce the required data bandwidth, and you can comfortably continue the session despite having a slow or poor connection.

Disconnect from VPN

A VPN allows you to be private on the web. However, it might often cause fluctuations or slow down the internet. So, if you’re connected to a VPN, consider turning it off during the Hubilo Broadcasting Studio session.

Whitelisting HBS Domain

When using a secure server or internet connection that is encrypted, you may not be able to join the Hubilo Broadcast Studio. You may need to reach out to your IT support team to help you whitelist the HBS domain to ensure it works correctly on your device.

Hubilo uses AWS Chime meetings hence whitelisting is needed when joining using a restricted server. Hubilo Broadcast Studio uses the following destination and port for sessions.




The following destinations and ports are required when running Amazon Chime in your environment:










Are you using an Office Computer?

Your office computers may have certain clients installed in your device that may monitor your office activity or provide additional security to your device. This may result in the blocking of certain websockets are essential to Hubilo Broadcasting Studio to work seamlessly. Antiviruses, firewalls and HTTP proxies may interfere WebSocket connections, sometimes rendering them useless. This could be one of the reasons why you may not be able to join Hubilo Broadcasting Studio. You can validate if all websockets are working correctly by taking the following steps:

  • Open Inspect Element

  • In the Inspect Tab Window Click Network

  • Click WS to filter the traffic shown by the Dev Tools

  • Refresh the Page

  • The WebSocket connection is displayed in the Network tab

  • Validate if you get an Error message

Example of Inspect Element for Websockets:

You can also check if your WebSockets are working for your device by clicking on this link:

Example of an Error Message with Websockets caused due to Antivirus, firewall or HTTP proxies:

This test will highlight if all your web sockets are working perfectly. If you get an error, it means your Antivirus, firewall or HTTP proxy is blocking your WebSocket connection and will not allow you to join HBS. Contact your technical support to assist you in turning off your Antivirus, firewall or HTTP proxy settings and retry again.

Try to upgrade the browser or switch to another Laptop/Desktop if the issue persists. Kindly reach out to us in case of any further assistance required.

Issue while Share Entire Screen/Share a Window using Mac:

Host/speakers cannot share screen using ‘Share Entire Screen’ and ‘Share a Window’ if they are using Mac with the latest google chrome ‘Version 102.0.5005.115 (Official Build) (arm64)’. However sharing option using ‘Share a chrome tab’ works.

Steps to resolve the issue:

  • Open 'System preference'

  • Go to 'Security and Privacy'

  • Select 'Privacy' tab

  • Then click 'Screen Recording' from left box.

  • Then toggle off and on 'Google'

  • Then relaunch 'Google Chrome'

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