Troubleshooting

Last updated: August 4, 2026

What this page helps you do: fix the errors you actually hit when going live. Each one below explains what it means and gives a short numbered fix. Most go-live problems come down to one rule: arm in the dashboard first, then start OBS.

💬 Fastest path: open Ask Streamster (the help button in the bottom corner of any page, or Help). It walks you through these exact fixes and only hands you to a human if it can't resolve it.

A platform shows “Error”

What it means: Facebook or Instagram rejected the relay connection — usually a stale or duplicate connection left over from earlier testing.

Fix:

  1. Click “Prepare to go live” again. Streamster now automatically removes old connections every time you arm, so re-arming alone clears most “Error” states.
  2. If it still shows Error, paste a fresh stream key for that platform (a new Instagram key, or re-copy your Facebook key) and re-arm.

OBS says “channel not found” (or won’t connect)

What it means: the Stream Key in OBS is out of date, or you started OBS before arming in the dashboard.

Fix:

  1. In your dashboard, re-copy the current Server URL and Stream Key into OBS → Settings → Stream (Service: Custom).
  2. Click “Prepare to go live” in the dashboard first.
  3. Then press Start Streaming in OBS.

“Streaming limit reached”

What it means: this is a plan message, not a streaming/Mux fault. Either live streaming isn’t included on your current plan (free plan or an expired trial), or you’ve used all the live streaming hours included this month — 10 hours on Starter, 30 hours on Pro.

Fix:

  1. Open Billing and start a trial or upgrade your plan to include live streaming.
  2. If you’re already on a paid plan and out of hours, extra time bills as overage at $5 per live hour, or your allowance resets next month.

Instagram won’t start

What it means: Instagram Live has strict account and key requirements that are separate from Streamster.

Fix — confirm all of these:

  1. Your Instagram is a Professional account (Creator or Business).
  2. You have at least 1,000 followers (Instagram’s threshold for going live from streaming software).
  3. Keep the instagram.com Live tab open on your computer for the whole broadcast.
  4. Paste a fresh stream key every time — Instagram issues a new single-use key for each broadcast and never reuses them.

“Configured” but no broadcast appears

What it means: the destination is armed and waiting, but no video is arriving from OBS — almost always an OBS/encoder setting.

Fix:

  1. In OBS → Settings → Stream, confirm the exact Server URL and Stream Key match your dashboard.
  2. In OBS → Settings → Output, set the encoder to H.264 video + AAC audio, 720p, with a 2-second keyframe interval.
  3. Instagram silently drops streams outside 2,500–6,000 kbps, 30fps max — keep your bitrate in that range.

“STREAM_ALREADY_ACTIVE” when arming

What it means: you started OBS before clicking “Prepare to go live”. Streamster can only attach Facebook and Instagram while your camera is idle.

Fix:

  1. Stop streaming in OBS.
  2. Click “Prepare to go live” in the dashboard.
  3. Press Start Streaming in OBS again.

Buy links won’t take payment (“payment setup incomplete”)

What it means: your Stripe Connect onboarding isn’t finished, so your store can’t accept payments yet. You’re the merchant of record — buyers pay you directly through your Stripe account.

Fix:

  1. Open your dashboard and finish Stripe Connect onboarding.
  2. Confirm it shows connected and charges enabled before sharing buy links.
  3. See Payments & Fees for how the money flows.

Chrome Screen Recording permission error

What it means: macOS is blocking Chrome from capturing your screen — a system-level setting, not a Streamster bug. This error persists even after enabling in System Settings because Chrome needs to be fully quit before the permission takes effect.

Fix — standard procedure:

  1. Quit Chrome completely: ⌘ + Q (while Chrome is in focus).
  2. Open System Settings → Privacy & Security → Screen Recording.
  3. Toggle Google Chrome off, then back on.
  4. Quit Chrome again: ⌘ + Q.
  5. Re-open Chrome — the permission now applies.

Fix — if the error persists (multiple Chrome entries):

  1. In System Settings → Privacy & Security → Screen Recording, click − next to every Chrome entry to remove them all.
  2. Quit Chrome completely: ⌘ + Q.
  3. Click + and navigate to Applications → Google Chrome to re-add it fresh.
  4. Re-open Chrome — macOS will now recognise a single clean entry.

Shipping rates won’t load (or you can’t buy a label)

What it means: Streamster can’t calculate postage because your shipping setup is incomplete, or label-buying isn’t on your plan.

Fix:

  1. In Settings → Shipping, add your ship-from address and a default package size — length, width, height (in), and weight (oz). Rates can’t be fetched without them.
  2. Buying labels in-app is a Pro feature. On Starter, ship with your own carrier and add tracking manually when you mark the order shipped.
  3. If rates still fail, check that the buyer’s shipping address is complete. See Orders & Fulfillment.

Still stuck?

Open Ask Streamster (the help button in the corner of any page) and describe what you tried — it knows these fixes and can escalate to our team if needed. For account, billing, or payment issues that need a human, the assistant will hand you off to support@streamster.shop.

Next Steps