Troubleshooting Checklist


Are any of your Ensemble Video features not functioning like they should? Common issues and resolutions are listed below: 

There are no Add or Bulk Upload buttons

Check for a valid license
Check the System Administration tab –> License control and verify that there is a valid license key. If there is not, copy the server ID on the license page and send it to and we will send you a new license key. Once you get a new license key, apply that key in the System Administration Tab –> License control, and then re-start the Ensemble Video Windows service on the Ensemble Video server.
Is the Ensemble Video Service running?
The Ensemble Service Windows service periodically checks the license, and if the service is not running for some period of time, the Add and Bulk upload buttons will become unavailable.  Be sure it is running and restart if necessary.  After you apply a new license key, you will need to restart the Ensemble Video Windows service.


None of our videos are streaming

Is the Wowza Windows service running?
On the server where Wowza Server Engine is installed there is a Wowza Streaming Engine 4.x Windows service that must be running. If it is not, restart it and test streaming again.
Is the DNS internal only?
Sometimes a DNS is set up for the Wowza streaming server when Ensemble Video is first installed that is an internal DNS, and that DNS is used when creating Media Workflow Templates and Media Workflows. When users try to access videos and stream them outside the internal network, they do not stream because the DNS does not resolve correctly. In this case, the Media Workflows and Media Workflow Template must be updated to use the externally resolvable DNS name for the Wowza streaming server.
Are streaming ports blocked?
Port 1935 must be open for streaming to Flash player and HTML5 player on iOS and Android (version 4.4+). Port 554 must be open for RTSP streaming to Android devices running OS versions prior to 4.4. To double check ports 1935 and 554 are open you can enter the following in the viewers browser, if open you will see a page showing Wowza server version:


One of my videos is not streaming

Is the video MP4/H.264 with AAC or MP3 Audio?
You must upload videos that have H.264 video encoding and AAC audio encoding (MP3 will also stream to some devices but is not preferred since Android devices cannot stream MP3 audio). In most cases, users upload content using a Media Workflow that transcodes upload videos from a wide range of formats (QuickTime, Windows Media, AVI, etc.) to an MP4/H.264/AAC file. But most libraries also have a No Transcode workflow and in some cases users will upload an MOV, WMV, AVI, SWF or other file that is not transcoded, and those files cannot be streamed to viewers from the Wowza streaming server.
Are Media Workflow paths correct?
In some cases, a Media Workflow will be created that has incorrect path information. There is a path for the storage directory, and there is also an RTMP Player URI. Both must be correct or there will be an error in playback. Once you verify that the paths are correct, you can also RDP into the streaming server and check that the media content does indeed reside in the proper storage location.


We can’t stream to mobile devices

Are videos in a format suitable for mobile streaming?
Videos must be MP4/H.264 with AAC audio, and they must be encoded at a reasonable bit rate to support mobile network access (via shared wireless and cell networks).  If videos are encoded with MP3 audio, that can cause issues with iOS playback and Android viewers will not get any audio. The Ensemble Video provided transcoding profiles (e.g., “Compress and Stream” and “ABR HQ”) are all designed to support seamless playback on iOS/Android mobile devices, we recommend transcoding uploaded media to ensure reliable, efficient streaming to mobile phones and tablets. If the codec is set correctly, also check the filename of the streaming file in question. Special characters like '...' in the file name will interfere with playback on iOS.
Are Ports 1935 and 554 open?
To stream to iOS and Android (OS version 4.4+) via Apple HSL streaming protocol requires that port 1935 be open between viewer and Wowza streaming server. Android devices with OS versions prior to 4.4 cannot stream Apple HLS streams, or do so with many errors and issues, so for those older Android devices RTSP streaming is used, which uses port 554. To double check ports 1935 and 55 are open you can enter the following in the viewers browser, if open you will see a page showing Wowza server version:


Live stream recordings aren’t showing up in the Media Library

Is the Windows service that processes recordings running?
The Ensemble Service V2 Windows Service must be running on the server where your Wowza streaming server is installed. This may be on the Ensemble Video server, or it could be a separate server that is dedicated to Wowza streaming services. If the service is not running, start it and within a few minutes you should see recordings beginning to appear in your Media Libraries as appropriate.


The video conversion service seems to be down

Are Sorenson Squeeze service/Nexus Service and Ensemble Video Windows services running?
On the transcoding server, you are running either ProMedia Carbon or Sorenson Squeeze software. Each has a Windows service that must be running for the video conversion service to be functional. Look for the Nexus Windows service on ProMedia Carbon server, and the Squeeze Server Windows service on your transcode server if you are running Sorenson Squeeze server. Start either service if is not running.
You will also want to check the Ensemble Service on the Ensemble Video server and start it if it's not running. If you start or re-start the Sorenson Squeeze or Nexus services on your transcode server, you will then need to restart the Ensemble Video Service on the Ensemble Video server.


A file upload/transcode Failed

Check the Log for errors in Manage Content
In the Manage Content form of the Add/Edit wizard, there is a link to a Log of the processing that occurred for any encoding processed for that item. Click on the Log and view the information there and you will likely find an error message. It may be that there is a storage issue, or perhaps a UNC path where security settings have been changed.


I can’t access embed codes/permalinks/social sharing for my video

Is the video published?
A video must be published or the embed/permalink/social sharing options below the thumbnail in the Media Library will not be available.
Is the video published to only to a secure playlist?
If a video is published to a secured playlist(s) and is NOT published to any other playlists, then the video is considered “secured” and the embed/permalink/social sharing buttons below the thumbnail in the Media Library are disabled. If you publish to another non-secured playlist you will see the embed/permalink/social sharing options are made available, since the video will no longer be considered “secure”. You can also un-publish from all secured playlist and the permalink/embed/social sharing buttons will be available (but the video must still be published).
Is the content marked as "Ready" in the media library?
If not, the file could still be processing. The embed/permalink/social icons are not available if the content is still processing, or if there are issues with the source file.


I don’t see any reporting/analytics information for my video content

Is the Reporting Windows service running?
On the Wowza streaming service that is being used for streaming live and VOD content, the Ensemble Reporting Service Windows service must be running. If it is not, go ahead and start it.  If there is a sizable backlog of Wowza viewing log files then it may take some time to update the reporting and analytics information across all libraries (in case of very large implementations it can be several hours).
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