On this page you will find answers to our most frequently asked questions, if you can’t find what you are looking for here please contact our duty customer services representative inside Second Life or open a ticket on the Help Desk
Need a little help?
Questions: Most Popular
With the exception of some fairly recent issues with builds of the SL viewer, this problem is usually related to poor connectivity between the source (you) and the server. We actively monitor our servers with network latency tools to ensure there isn’t an issue our end, so here are some things to try.
Lower Bit rate
This is a good starting point, your stream is capable of supporting 192Kbps but it is possible that your broadband connection’s upload speed is insufficient to sustain the bit rate you have chosen. There is a useful tool here: Speedtest.net, your upstream bandwidth is the important value here, it should be higher than your chosen streaming bit rate with a little extra headroom for other network traffic, including SL.
Running other bandwidth hungry apps whilst you stream
Downloading/uploading with other apps whilst streaming (bit torrents, p2p, msn, skype etc.) can cause serious fluctuations in the bandwidth you need to maintain a steady streaming connection. Also, if your network connection is shared with other users in your household you should check to make sure they are not uploading/downloading whilst you are streaming.
Ideally we recommend a wired connection for the best results when streaming. Modern N or AC standards based wireless networks are acceptable but are still susceptible to interference from other devices (phones etc.). Modems and routers can cause issues from time to time so a reset is also worth a try, most devices have a web interface to perform this, however some providers use a mobile app or manage them remotely.
Buffering/skipping issues are generally caused by ‘packet loss’, this is where chunks of data that make up your stream are lost in transit to the server, this problem can be analysed using ‘ping’ and ‘traceroute’ commands, these should give you a good idea as to where the problem is located, quite often one of the routers along the way gets overloaded and drops packets, this is something the technicians at your ISP may be able to help with at their end.
When all else fails
If none of the above fixes the issue you may wish to consider a change of ISP!
This is perfectly normal and nothing is wrong with your stream, it simply means SHOUTcast is ready for a connection to be made, when you do connect you will see the status changes to up and displays information about your broadcast.
The streaming server buffers between 15-45 seconds of audio on the server to keep the stream consistent and for quality gains, without this buffering, the quality of audio would be significantly poorer with gaps and glitches. As a rule of thumb the higher your bit rate the shorter the delay but there are other variables for listeners connections too. As a live performer this can be a little disconcerting as you finish a song and nobody applauds, but just give it a little while for the audience to catch up!
No problem at all, simply give them the URL you use on your land in SL, they can tune in using Winamp or iTunes and some modern browsers, even mobile devices like the phones or tablets!
We do not provide licenses with our servers. If you plan on playing copyrighted material which you do not have permission from the copyright owner then you should have a license. Licensing varies from country to country but many of the copyright authorities offer small webcaster licenses which have a fairly low annual fee.
Our servers are supplied as standard for use in Second Life as Private servers, i.e. they are not listed in directories as public radio stations automatically if you require a public radio service just ask one of the team and we can enable this for you.
Questions: Your Rental
When you rent a stream from us the activation system will send you an Instant Message with your details, this is a system message so will appear in your local chat window. If you missed this message, or crashed etc. the Customer Tools package contains a HUD that will provide a reminder of your details anytime simply by clicking it to activate the menu, alternatively each of our stores has a Customer Services terminal that can also provide you with your details or a fresh copy of the latest tools package.
No problem, it happens! Just drop an Instant Message to our billing manager, SecondStreaming Lisa, in-world and she will apply the payment to the correct stream and cancel out the new one for you. Alternatively raise a ticket on the Help Desk.
Sometimes, if you have a note of your previous settings (we don’t keep them) and the port number has not been recycled just raise a ticket at our Help Desk or contact the duty customer service rep in-world.
Sure! If you're a monthly stream customer, simply send an Instant Message to our duty customer service rep in-world or raise a ticket on the Help Desk and we’ll up/downgrade it for you!
Yes we can! Send us an email or Instant Message one of the team to discuss your requirements!
On Duty In Second Life
Customer Services Engineer