Please follow this guide to assist in diagnosing

The NFHS Producer Software

• No sound is being detected in the "Audio Device" dropdown menu

• Check privacy settings
• Click Windows button, then Settings (gear icon)
• Select Privacy tab
• Under Microphone, make sure "Microphone access" is set to On.

• Check settings on any mixers or pre-amps that are in place before the computer & that might be blocking audio

• Contact device manufacturer for details.

• NFHS Producer is freezing / crashing upon application startup

• In your computers File Explorer navigate to C:/Users/Public/Public Documents/PlayON! Sports/Producer & delete both the "UserEnteredOverlayData" folder and "speedtest" files.
• Is it highly recommended you reach out to NFHS Support have an agent perform this task. As deleting the wrong files will result in needing to redownload NFHS Producer

• Video appears in fast motion/sound is choppy with stream buffering intermittently

• This is generally caused by high CPU usage.  PlayOn Producer is a CPU-intensive application, and requires a powerful/modern CPU to run it.

• Confirm hardware compatibility.
• In Windows, go to Start > Settings > System > About.

• Verify that the Processor listed meets or beats the CPU requirements for Producer
• You can visit HERE to confirm NFHS's official hardware requirements

• Restart computer
• Once your computer is re-booted, you can try to broadcast again

• Close any non-essential applications
• Press Ctrl+Alt+Delete and start Task Manager.
• Under the "Processes" tab, identify & "end process" for any non-essential processes (including anti-viruses, and cloud storage apps such as Dropbox)
• Under Startup/Startup apps, disable any non-essential applications
• You must restart your computer for certain processes to leave your computers RAM and free up space for new processes
• Once your computer is re-booted, you can try to broadcast again

• Uninstall & reinstall a fresh version of NFHS Producer
• You can visit HERE to find the installer of the latest version of NFHS Producer.
• The installer will automatically uninstall the previous version on your computer before installing the latest version

• You must restart your computer for certain processes to leave your computers RAM and free up space for new processes
• Once your computer is re-booted, you can try to broadcast again

• Failing to find success with these steps above, you can try to broadcast with a less CPU-intensive program (such as OBS), or use a computer with a better CPU.
• Here is our Setting up OBS: Stream to the NFHS Network using RTMP
• Here is our official recommendations on hardware used for Manual Broadcasting

• No Video or "No Signal" screen inside the NFHS Producer Preview Window

• Make sure your capture device drivers are up to date
• You can find the latest StarTech drivers HERE
• Swap the HDMI cable between capture device and camera to confirm if a bad cable is in the way
• Make sure your camera is outputting a compatible resolution
• 1080p (1920x1080)
• 720p (1280×720)
• 360p (640×360).
• You can check with the cameras manufacturer for instructions on confirming this

• Capture device not detected in the Video Device dropdown menu

• Confirm hardware compatibility. 
• You can check your capture card devices compatibility with PlayOn! Producer HERE

• Swap the USB cable between your capture device and computer to confirm if a bad cable is in the way

• See if OBS recognizes your capture device
• Here is our Setting up OBS: Stream to the NFHS Network using RTMP
• Only steps 1-4 are needed in this case from the above guide

• Stuck at "speedtest", and does not move past splash screen

• In your computers File Explorer navigate to C:/Users/Public/Public Documents/PlayON! Sports/Producer & delete both the "UserEnteredOverlayData" folder and "speedtest" files.
• Is it highly recommended you reach out to NFHS Support have an agent perform this task. As deleting the wrong files will result in needing to redownload NFHS Producer

• Stream Health Warning when broadcasting

  • This is a general error state that could be caused by a number of things.  The most common are slow or unstable internet connection, or high CPU use.
  • Verify internet speed with a speedtest
    • http://speed.cloudflare.com

• Collecting NFHS Producer Log Files

  • At times it may be necessary for NFHS Network developers to investigate an issue further. If this is the case we may request that you send your NFHS Producer logs to us. Here is what to do:

    • Inside your computers File Explorer, navigate to C:\Users\Public\Documents\PlayON! Sports\Producer\Logs

    • Copy the files created at (or near) the time of the crash. (3 files per event)

    • Attach that in your reply to the log request.

Support

For further assistance, you can reach out to the NFHS Support team and submit a ticket with the Manual Team

NFHS SUPPORT