The stream froze or dropped
A frozen viewer screen almost always fixes itself. Here is what is happening and what to check.
Keep presenting
If your own camera and green room look normal, keep going. Your broadcast is very likely still fine. A frozen viewer screen is usually a delivery hiccup on the video path, not a problem with your camera or microphone.
Let the player recover on its own
The viewer player watches for stalls. If video stops advancing for about 8 seconds, it shows a small message: “Stream hiccup. Reconnecting for you. No need to refresh.” It then reconnects automatically. Viewers do not need to refresh their page.
Refreshing does not help during a stall
Attendance codes are not affected
Attendance codes fire on a server schedule, separate from the video. Codes keep firing on time even during a stream stall, and every registered viewer’s page still receives them. Do not stop or restart your event just because the video paused for viewers.
Never read a code out loud
Viewer video runs several seconds behind the real broadcast. If you read an attendance code out loud, viewers who are behind will hear it before their own screen shows it, or after the window to answer has closed. Let the system deliver codes on its own.
If it does not recover after a minute or two
Check your own upload connection and camera preview in the green room. If your own preview looks frozen too, see My connection dropped. If everything on your end looks fine but viewers are still stuck, contact support so the team can check the stream from their side.
If someone misses a code during a stall
A learner who misses a code because of a stall is covered by the make-up quiz path afterward. See An attendee missed an attendance code. You do not need to do anything live in the moment beyond continuing your event normally.
Still stuck? Contact support and we'll help.