Troubleshooting

StreamSocket Events is still in beta and further improvements, especially to usability are being worked on.

In the meantime, here you can find some solutions to common issues. If you got an issue that is not listed here, please contact us.

General

Unknown Status

It shows the message “unknown status” when I try to redeem an event. What does it mean?

This means your WebSocket client hasn’t successfully connected to the extension backend server yet.

Connection Status

How do I know I connected successfully?

There is a status indicator at the very top of the extension, indicated by up to three coloured dots.

  • Zero dots: You are not connected to the backend server.
  • One dot (red): The streamer has not successfully connected to the backend server yet.
  • Two dots (yellow): The streamer has successfully connected, but the extension isn’t active (either because it was not activated via a corresponding WebSocket message, or an event is running). Test events can now be sent.
  • Three dots (green): The streamer has successfully connected and the extension is ready to send events.

Streamer.bot

Client not staying connected

My WebSocket client won’t stay connected, even after I made sure to correctly import everything!

This indicates an issue with the message handler (“WebSocket Message Receiver” in the import) not being executed correctly. The StreamSocket backend regularly sends messages (see here) to the client to check whether the stream is still connected and the secret is valid. If it doesn’t receive a valid response, it disconnects the client.

To fix this, make sure:

  1. That the secret and active status are correctly set in the variables.

  2. Make sure the triggers for the message handler have the correct WebSocket client selected.

  3. Make sure the channel id of the Websocket Client url is correct. You can find the correct address in the same form with the import string for Streamer.bot.

  4. Make sure you set the correct connection index with the variable “StreamSocketConnectionIndex” if you use more than one WebSocket client in Streamer.bot..

If you still cannot connect, please contact us.