Support
Support Options
If you experience any issues or have questions, there are certain ways to do some diagnostics on your end. If you do not find a solution, please create a support ticket
To check your network connectivity, please read our network diagnostics information page.
Live Stream Information
A live stream in nanoStream Cloud is identified by either a bintu stream ID or stream name. For any issues you report to us, please add
- the stream name and ID
- your live camera and encoder configuration
- your player page or a link to our demo player
- the time of the issue, UTC time, and if it happens frequently
- your geo location of live encoding and playback
- the result of the network diagnostics
Additional information for player issues
- Does the issue happen on all of your test streams and sessions?
- Please check your live encoder configuration: try lower bitrate and keyframe distance 2s
Test Player
You can use our demo/test player for verifying your playback.
Example URL:
Replace XXXXX-YYYYY with your bintu stream name.
You can also predefine a specific geo location for playback. Replace h5live.server=bintu-play.nanocosmos.de with one of the locations mentioned below.
Example playback from US East:
Geo Locations
By default, the URLs you get from our system are load-balanced between different geo locations. This means you will land on different servers close to your location.
You can override the geo location detection for both encoding/ingest and playback.
In general overriding the default URL is not required and most of the time not recommended.
nanoStream Cloud Public URLs
Standard URLs, geo-loadbalanced:
Playback: bintu-play.nanocosmos.de
Ingest: bintu-stream.nanocosmos.de
Geo Region Override
bintu-play from EU
bintu-play-eu.nanocosmos.de
bintu-stream (ingest) from EU:
bintu-stream-eu.nanocosmos.de
bintu-play from US East
bintu-play-use.nanocosmos.de
bintu-stream (ingest) from US East:
bintu-stream-use.nanocosmos.de
bintu-play from US West
bintu-play-usw.nanocosmos.de
bintu-stream (ingest) from US West:
bintu-stream-usw.nanocosmos.de
bintu-play from Asia South
bintu-play-ass.nanocosmos.de
bintu-stream (ingest) from Asia South:
bintu-stream-ass.nanocosmos.de
bintu-play from Australia
bintu-play-au.nanocosmos.de
bintu-stream (ingest) from Australia
bintu-stream-au.nanocosmos.de
Primary host URLs
If you need to test with specific hosts, please contact us. Primary host URLs will only be shared on request.
Additional Help
There are other secondary regions like South America, Turkey, Japan, Hongkong.
Please create a support ticket for additional help.