Please follow this guide to assist in diagnosing
The Playon Producer Software
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Playon Producer is crashing on startup or freezing at the initial speed test
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Is it highly recommended that you reach out to NFHS Support and have an agent perform this task. Deleting the wrong files will result in needing to redownload the Playon Producer software
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In your computers File Explorer, navigate to C:/Users/Public/Public Documents/PlayON! Sports/Producer
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Delete both the "UserEnteredOverlayData" folder and all "speedtest" files.
- These will repopulate on the applications next launch
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No sound is being detected in the "Audio Device" dropdown menu
- Before deep diving into NFHS Producer troubleshooting, first have the on-site crew confirm the settings on any audio mixers that are in place before the computer.
- Check your computers privacy settings
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Click the Windows button & type Settings to bring you to your computers
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Select Privacy & Security tab
- Ensure that under Microphone settings, "Microphone access" is set to On and NFHS Producer has the necessary access.
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- Check your computers privacy settings
- Before deep diving into NFHS Producer troubleshooting, first have the on-site crew confirm the settings on any audio mixers that are in place before the computer.
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The video playback is sped up & the sound is choppy with stream buffering intermittently
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Verify that the Processor listed meets or beats the CPU requirements for Producer
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You can visit HERE to confirm NFHS's official hardware requirement
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- Close any non-essential applications
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Under the "Processes" tab, identify & "end process" for any non-essential processes (including anti-viruses, and cloud storage apps such as Dropbox)
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- To completely uninstall and reinstall PlayOn Producer, follow these steps:
- First, uninstall your current version of PlayOn Producer by using the "Add or Remove a Program" feature in the windows settings menu
- Once that process completes, in your computers File Explorer, navigate to C:/Users/Public/Public Documents and delete the "PlayON! Sports" Folder
- Then, navigate to C:/Program Files (x86) and delete the "PlayON! Sports" Folder. Optionally, you can remove these items from the recycle bin to be extra safe
- Lastly, reinstall the PlayOn Producer version you wish to use from Latest Playon Producer Install and Drivers.
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You must restart your computer for certain processes to leave your computer RAM and free up space for new processes
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Once your computer is re-booted, you can try to broadcast again
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No Video or "No Signal" screen inside the NFHS Producer Preview Window
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Swap the HDMI cable between capture device and camera to confirm if a bad cable is in the way
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Make sure your camera is outputting a compatible resolution
- You can find the latest StarTech drivers HERE
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Capture device not detected in the Video Device dropdown menu
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Check your capture card devices compatibility with NFHS Producer HERE
- Swap the USB cable between the capture device and computer to confirm if a bad cable is causing issues
- See if OBS recognizes your capture device
- Here is our Using a custom RTMP inside OBS to stream to the NFHS Network
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Stream Health Warning when broadcasting
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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.
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Verify internet speed with a speedtest
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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.
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Here is our official recommendations on hardware used for Manual Broadcasting
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Collecting NFHS Producer Log File for further investigation
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The NFHS Network developers might have to look into these problems more. If so, we might ask for your NFHS Producer logs to be sent. Here's what you should do:
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Inside your computers File Explorer, navigate to C:\Users\Public\Documents\PlayON! Sports\Producer\Logs
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Copy all of the files created the same day the crash occurred. (3 files per event)
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Attach that in your reply to the log request.
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