Restream FAQ
Daniel Murphey avatar
Written by Daniel Murphey
Updated over a week ago

⚠️ Caution! As of September 28, 2023, Restream is no longer an option for new Event Apps. If you selected Restream as the stream provider in a Session or Live Stream feature before that date, you can continue to use the Restream Studio until the Event ends or unless you select a different stream provider. Use the Webex Events Production Studio for a reliable, professional streaming solution for your future events!

This article provides answers to frequently asked questions about Restream.

Streaming and moderating

How many speakers or presenters can be in the Studio at a given time?

Up to 10 people can be in the Studio and on screen at a time. This total isn't affected when someone shares their screen, even though the screen share appears as if it were an additional speaker. Anyone with the link can join and no login of any kind is required.

If you expect more than 10 people to join the Studio, you may choose to have a "waiting room" in another meeting tool, or use another streaming tool with the Webex Events RTMP Player.

💡 Keep in mind, you should only share the 'Invite Speakers' URL with speakers. Never share the link that opens when you click 'Launch Studio'. This link is unique to you and expires after 24 hours.

What happens when my Studio is full?

If there are already 10 people in the Studio and an 11th person tries to join, the host(s) will get a notification in the Studio that someone tried to join, but there was no space for them.

The speaker also gets a message notifying them that the Studio is full, and they can click the Retry button to try to join again.

If you want to let a new speaker into the Studio, someone else must leave the Studio, or you can remove someone. To remove someone, simply click the three dots next to their video preview and click Remove Guest.

Can I invite a speaker as an admin so they can manage backgrounds, banners, chats, etc?

You can invite the person to your event team in the Webex Events platform. Once they join your team, they can edit the Session or Live Stream feature and click the Launch Studio button to control all of the live stream's back-end features.

⚠️ Caution! Don't share the URL the browser displays after you click 'Launch Studio'. Multiple users joining the Studio with the same URL can cause problems. Anyone assigned to control backgrounds, banners, chats, etc. should click the 'Launch Studio' button to join as described earlier.

Can I test my stream and practice using the Studio?

Yes! You can click 'Go Live' multiple times in a single Studio to try it out. If attendees are already using the Event App, we recommend making a hidden test stream instead of using an official Session or live stream.

If I leave the Studio after I click 'Go Live', will the stream end?

If you click 'Go Live' and then everyone leaves the Studio, the stream will auto-close after 5 minutes. If this happens, you can still click 'Go Live' again. 👍

How many streams can I run at once?

There's no limit to how many live streams you can run at once. We recommend using Sessions when multiple streams happen at the same time. You should also carefully coordinate speakers, moderators, captioners, etc.

Can I choose the streaming quality?

Yes. In the Studio, click the Settings (⚙️) icon, select General, then choose between 1080p and 720p.

Restream's default streaming quality is 720p — a lower broadcast quality can help ensure a consistent and inclusive experience for speakers and attendees alike across all devices, locations, and connection speeds.

Can I stream from Restream to my Event App and another site, like Youtube or Twitch, at the same time?

With Restream, no. With the Webex Events RTMP player, yes!

Can I read Q&A answers from the Studio?

There isn't a way to read Q&A answers from within the Studio. If you ask attendees to use chat instead, those messages will appear in the Chat tab on the right side of the Studio.

Can I send messages to attendees from the Studio?

Speakers can't interact with stream chat unless they join the stream as an attendee in the web experience or Mobile App.

Can I remove unwanted messages from the live stream chat?

To remove chat messages from a live stream, block the user who posted the message. We only recommend this under severe circumstances because it completely removes the attendee from your Event App.

Can I show PowerPoint presentations in the Restream studio?

Yes! If your slides don't have video, audio, or animations, we recommend using Restream's Presentations feature under Add Source.

💡 Keep in mind, guests who join the Studio with a Speaker link can add and control slides with the Presentations feature. Only hosts can click the toggle to add presentations to the live stream, however.

If your slides do have video, audio, or animations, we recommend opening the Google Slides presentation in the Chrome browser and using Restream's Share Screen feature. Share only the presentation tab and check the Share tab audio box before you click Share.

Screenshot of the screen share modal's Chrome tab in Google Chrome. The share tab audio box is checked.

I only have one monitor. How do I show my PowerPoint presentation in presenter mode?

Import your presentation into Google Slides and double-check the formatting. Open the presentation in a separate browser tab. In Google Slides, click the arrow next to Present and select Presenter View.

When the Presenter View window opens, decrease the size of both browser windows and position the Restream studio and your slides side-by-side. When it's time to share your screen, share only the Google Slides browser tab, not your whole screen or the Presenter View window. Proceed through the presentation as you normally would — you'll have access to your speaker notes and the run time clock as you go!

💡 Keep in mind, if your presentation contains a video, be sure to check the 'Share tab audio' box when selecting the tab to share. We don't advise sharing your whole screen for a presentation since the 'Share tab audio' box may not be available.

Can I find out who watched a live stream and for how long?

Yes, if you use Restream or the Webex Events RTMP player! Our robust Metrics and Video Analytics export reports have all the click and view data you need.

If you need this information to award Continuing Education credits, refer to our Continuing Education Credits and Webex Events article for more details. For a complete overview of the Video Analytics report, refer to our Event App Metrics article.


Customization

How long can uploaded Video Clips be?

When sharing shorter videos or pre-recorded content, we recommend using the Video Clips feature to upload MP4, FLV, MOV, TS, WEBM, or GIF files that are 2 GB or less and 1 hour or less in length. These should be intro, outro, or sponsor videos, or video overlays.

If pre-recorded videos are from 1 to 20 hours long, use either the Video storage feature or the Local video feature to show a video file. You can also explore other broadcasting software if needed.

💡 Keep in mind, video clips must be 16:9 ratio and no less than 720p. Processing and upload time vary depending on internet connection. Uploads can take up to 2x the video duration. For example, a 1 hour video may take up to 2 hours to upload and process.

Is there any way to share videos larger than 2 GB or longer than 1 hour?

Yes! Simply use the Video Storage or Local Video features. Click the Add source (+) button in the Studio and select the option you want.

Screenshot of the Add to your stream modal.
  • Video Storage videos must be uploaded to the Studio ahead of time. Videos must be no more than 5GB and no longer than 2 hours.

  • Local Video lets you instantly share a video file stored on your device. Poor internet speed may reduce the quality of streaming local video. We recommend uploading to Video Storage when possible for the best results.

How many pre-recorded videos can I share?

  • Video Clips - up to 200

  • Video Storage - up to 25

  • Local Video - Unlimited

Each host in the Studio can "queue up" one video at a time, and only one video from any source can be active in the stream at once. If a host adds a second video, it will replace the first. Learn more about using Video Clips, Video Storage, and Local Video.

Do I have to upload videos, graphics, and banners to each streaming Studio in my Event App?

Nope! When you upload something to one Studio, it's instantly available in all the others.

What are the dimensions for logos, overlays, and backgrounds in Restream?

  • Logo - 512×512 px PNG or JPG

  • Overlay image - 1920x1080 px (recommended) PNG or JPG

  • Background image - 1920x1080 px (recommended) PNG or JPG

Where can I find graphics to use in my stream?

You can create graphics in nearly any photo editing program. If you'd rather have someone else do this for you, consider using StreamerTemplates, which offers a large selection of free and paid templates.

What's the character limit for banners?

Primary and secondary text both can have a maximum of 120 characters.

Can I include closed captions and translations?

Yes! In addition to our own free Webex Events Closed Captions & Translations solution, we also support several third-party caption and translation providers. Our Third-party Captions & Webex Events Live Streaming article has more information about each option.


Recording and encoding

Does the Studio automatically record the live stream?

Yes! However, the recording has a 20 hour limit. If your stream will run for longer than 20 hours, consider recording with a different platform through the RTMP player.

Can I prevent the Studio from recording the stream?

It's not possible to turn off automatic recording. If you're working with sponsors or speakers who are concerned about privacy, consider using the RTMP player with an alternative streaming service.

How soon can I download the recording after the stream?

Recordings are usually available within 1 minute of the stream ending.

Where can I find the live stream recording, and what's the recording format?

After you click End Stream, a progress bar appears above the stream preview.

Screenshot of the recordings progress bar.

When the recordings are ready, the progress bar becomes the 'Download recordings' button. When you click the button, a modal appears with 'Full Video' MP4 format and 'Full Audio' M4A format download options for each interval between when you clicked 'Go Live' and 'End Stream'.

Screenshot of the Download recordings button and the Download recordings modal.

💡 Keep in mind, the 'Download recordings' button isn't visible while the stream is live.

How long are recordings available?

Each recording is available for 30 days after you click 'End Stream'. After 30 days, recordings are deleted permanently. Be sure to download recordings right after clicking 'End Stream' if you want to post the recordings.


Connectivity and browsers

Is there a dial-in option?

No. Users may only join via the web or mobile versions of the Event App.

Do I need to use an ethernet connection to present or watch?

For the best experience, we recommend a wired ethernet connection for both speakers and attendees.

What's the minimum internet speed required for speakers?

We recommend an upload speed of at least 10 Mbps.

What's the minimum internet speed required for attendees watching the stream?

According to Restream, attendees need a minimum of 10Mbps upload and download speed to watch the live stream. They may still experience varying stream quality due to other factors, like network latency, WiFi saturation, hardware limitations, and running multiple programs at once, to name a few.

What browser should I use?

We recommend the latest version of Google Chrome for the best experience.


Troubleshooting

No one can hear me. What do I do?

Check these in order:

  1. Are you using the correct microphone? Click the Settings (⚙️) icon in the Studio to check.

  2. Are you using a headset or microphone with a physical mute button? Make sure it’s not muted.

  3. Is another program using your microphone (another meeting tool for example)? Close other programs, then refresh the page.

  4. Is your microphone muted in your computer settings?

  5. Restart your browser. If that doesn’t work, restart your device.

  6. Still not working? Click the chat bubble in the bottom right corner of the screen. We’re happy to help!

I'm on a Mac, and I've lost camera or microphone access. What do I do?

  1. On your Mac, click the Apple logo in the top left, select System Preferences, then Security & Privacy.

  2. Click Privacy.

  3. Click Camera.

  4. Check the box next to your browser.

  5. Click Microphone.

  6. Check the box next to your browser.

I'm on an iOS device, and I've lost camera or microphone access. What do I do?

Ensure Safari has camera and microphone access

  1. Open your iPhone or iPad settings.

  2. Find Safari in the settings list and ensure camera and microphone access is on.

Ensure Webex Events Streaming has camera and microphone access

If you’re on iOS 13 or higher, follow these steps:

  1. On Webex Events Streaming, tap the AA icon, then Website Settings.

  2. Ensure that both camera and microphone access are set to Ask or Allow.

I'm on Mac Catalina, and my browser lost access to my screen. What do I do?

  1. On your Mac, click the Apple logo in the top left, click System Preferences, then click Security & Privacy.

  2. Click Privacy.

  3. Click Screen Recording.

  4. Check the box next to your browser.

Questions? Chat Us or Email support@socio.events

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