If you have started the stream in the presenter app and are getting a burn-in but no video in the stream viewer, it is most likely your video source is not correctly connected. Check that you have either an SDI or HDMI connection plugged in to your Flexbox and that you have selected the correct input.
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The default input selection is SDI. You can switch the input type in the settings menu by selecting the cog icon on the bottom right hand side of your player and selecting between HDMI and SDI. Changes will not take effect till the setting has been saved.
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If this still doesn’t work, it’s possible that you are using an unsupported video format.
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If this happens mid-session, it’s possible the format changed during the stream and your Flexbox is not set-up to auto-detect changes. Try resetting the stream which should pick up the new format.
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If you’re still having issues, or if you want to turn on the auto-detect format changes feature for your Flexbox, please contact support for further assistance.