SAM Broadcaster Troubleshooting FAQ 01-29-2010

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SAM Broadcaster Troubleshooting FAQ

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  • SAM Broadcaster Troubleshooting FAQ

  • SAM Broadcaster Troubleshooting FAQ

    Document Version 1.0 - Last Modified 1/29/2010

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  • Table of Contents

    I have just downloaded the trial version of the software. What do I do next? .................................................... 1

    How do I setup the encoder box or do I need streaming at all? .............................................................................. 1

    I have a website. How do I install the software on my web page? .......................................................................... 1

    I have installed your software and I am getting Unable to connect or query database error message. ................ 1

    I have installed SAM Broadcaster and see an Activation period expired error message. ......................................... 1

    How do I get the streaming Windows player on my web site? ................................................................................. 2

    How do I connect SAM Broadcaster to my streamer?................................................................................................ 2

    Where do I put my registration key? ............................................................................................................................... 2

    Is SAM Broadcaster available in languages other than English? .................................................................................. 2

    Can SAM Broadcaster run on a Mac? .............................................................................................................................. 2

    Do you plan to release a Mac/Linux/BeOS/Haiku/AmigaOS/etc. version of SAM Broadcaster? ........................ 2

    Does SAM Broadcaster support FireWire devices? ..................................................................................................... 2

    Why do I keep getting told to register when I have already bought the software? .............................................. 3

    How do I install the software? ........................................................................................................................................... 3

    What is a database? Why do I need it?............................................................................................................................ 3

    Where do I get my server details? ................................................................................................................................... 3

    Are support technicians available to install SAM Broadcaster on my PC and setup my website? ..................... 3

    How do I add my stream to Second Life or other virtual world? ............................................................................. 3

    What is a clock wheel? Why wont my music load exactly as it was programmed? ............................................... 4

    What is a PAL script and how do I use PAL?................................................................................................................. 4

    What is StreamAds? ............................................................................................................................................................. 4

    How much does streaming cost? ...................................................................................................................................... 4

    Does your software do video? .......................................................................................................................................... 4

    Do you plan to add support for lossless formats like FLAC to the software? ....................................................... 4

    I want to use samPHPweb. How do I get started? ......................................................................................................... 5

    I need support. What is the cost? ..................................................................................................................................... 5

    I need someone to develop my website. What is the cost? ....................................................................................... 5

    I want to display album art in the pop-up player. How do I make it work? ........................................................... 5

    What is AudioRealm? .......................................................................................................................................................... 5

    Do I have to use SAM Broadcaster to use Spacial Net as my streaming host? ..................................................... 5

    I am getting an Unable to send data fast enough error. How do I fix the problem?................................................ 6

    My streamer is showing a Disconnected error 2000 error. ........................................................................................... 6

    My encoder is showing error 10061. ............................................................................................................................... 6

  • My encoder is showing Push error access Denied. ........................................................................................................... 6

    My encoder is showing Push error $hr00. ........................................................................................................................ 6

    The encoder is showing Remote Encoder timed out. ...................................................................................................... 6

    The SHOUTcast relay is showing error retrieving data.................................................................................................. 6

    Im seeing the Touch aborted station name is empty error. ........................................................................................... 7

    Im seeing an error that says Touch aborted. Please register your station on AudioRealm.com. ................................ 7

    Im seeing Activation limit exceeded error 602. .................................................................................................................. 7

    Im seeing an Unable to set data for data error (Windows Vista or 7 users). .......................................................... 7

    When I close SAM Broadcaster, I see an Access violation at address xxxx error. .................................................... 7

    I just started SAM Broadcaster, and it is displaying a Loading user interface message............................................ 7

    I am seeing an Unable to connect to database error. ...................................................................................................... 8

    I see an Unable to open audio mixer pipeline error. ........................................................................................................ 8

    SAM Broadcaster keeps freezing when I start the encoder. ...................................................................................... 8

    My listeners can hear my microphone audio, but no music is heard on air. .......................................................... 8

  • 1

    I have just downloaded the trial version of the software. What do I do next?

    Consult the Quick Start guide at http://www.spacialaudio.com. Live training sessions are also available.

    Please contact Spacial Audio Customer Support for details and pricing.

    How do I setup the encoder box or do I need streaming at all?

    SAM Broadcaster requires a stream hosting account for all online broadcasts. Consult the Quick Start

    guide on the support page or refer to the Internet Radio Planning Guide.

    I have a website. How do I install the software on my web page?

    SAM Broadcaster is standalone software rather than a web plug-in that is installed on your website. SAM

    Broadcaster should be installed on a dedicated PC, which can be located at your home or business as long

    as you have a sufficiently stable and fast internet connection.

    You can of course list a link to your stream on your website, and SAM Broadcaster can send now playing

    information to your website to let listeners see details about what you are playing. For more information,

    see the Setting up SAM's HTML Output topic on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/Setting_up_SAM%27s_HTML_Output

    Advanced users can achieve greater levels of listener interactivity using PHP. See the Using SAM and PHP

    Functions topic on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/Using_SAM_and_PHP_functions

    I have installed your software and I am getting Unable to connect or query database error message.

    Windows Vista and Windows 7 users may be required to operate SAM Broadcaster logged in as an

    administrator. Right-click on the SAM Broadcaster desktop shortcut, and select the Run as administrator

    option. If further problems are experienced, please contact Spacial Audio Customer Support.

    I have installed SAM Broadcaster and see an Activation period expired error message.

    Your copy of SAM Broadcaster may have been previously installed. Contact Spacial Audio Customer

    Support to purchase a valid copy of the most current release.

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  • 2

    How do I get the streaming Windows player on my web site?

    There are a number of possible options. Contact Spacial Audio Customer Support to find the best solution

    based on your specific needs.

    How do I connect SAM Broadcaster to my streamer?

    Log in to your account on the Spacial Net web site (http://www.spacialnet.com). Choose My Services, click

    Edit and review your service details.

    Where do I put my registration key?

    Click on File on the main SAM Broadcaster menu, select Config and click the Registration Key option. Enter

    your registration key and press register to proceed with the activation process.

    Is SAM Broadcaster available in languages other than English?

    Multi-language support is scheduled to be added to SAM Broadcaster in a future release.

    Can SAM Broadcaster run on a Mac?

    SAM Broadcaster is currently only available for the Windows operating system.

    Do you plan to release a Mac/Linux/BeOS/Haiku/AmigaOS/etc. version of SAM Broadcaster?

    No development plans have been announced for non-Windows versions of SAM Broadcaster, but we are

    always evaluating customer needs to guide product development. Send us a note with your feature or

    development requests!

    Does SAM Broadcaster support FireWire devices?

    Not in the current release, but FireWire support is planned for a future release of the software.

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    Why do I keep getting told to register when I have already bought the software?

    It is possible your installation of SAM Broadcaster was purchased on the payment plan. Each payment

    made produces a new product key. Log in to the secure clients area and copy the latest license available

    for your purchase.

    How do I install the software?

    First choose the right version of the software for your needs and technical level. More information can be

    found in Spacial Audios Internet Radio Planning Guide.

    After downloading the right version from the Spacial Audio website, run the install program and follow the

    simple on-screen instructions. An installation walk-through and instructions for getting set up to start

    streaming can be found in the SAM Broadcaster Quick Start manual.

    What is a database? Why do I need it?

    The database keeps track of music information and allow for tracks to be cataloged as needed for

    reporting purposes.

    Where do I get my server details?

    Log in to your account on the Spacial Net web site (http://www.spacialnet.com). Choose My Services, click

    Edit on any of your active stream hosting accounts.

    Are support technicians available to install SAM Broadcaster on my PC and setup my website?

    Yes, paid support is available and can be scheduled through Spacial Audio. Please contact a representative

    for prices and details.

    How do I add my stream to Second Life or other virtual world?

    Consult the documentation for your application. Most gaming sites and player environments require

    SHOUTcast streaming.

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  • 4

    What is a clock wheel? Why wont my music load exactly as it was programmed?

    A clock wheel specifies the order in which tracks will be played in a rotation. For more information, see

    the Clockwheel (Category Rotation) topic on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/Clockwheel_%28Category_Rotation%29

    What is a PAL script and how do I use PAL?

    PAL stands for Playlist Automation Language. It is a scripting language that allows users to custom develop

    functionality for their internet radio station. A PAL primer is available on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/PAL_Quick_Start

    What is StreamAds?

    StreamAds is an advanced advertisement management solution for the internet radio industry. StreamAds

    is a hosted service, which means there is nothing for you to install or manage. See the StreamAds website

    for more information:

    http://www.streamads.com/

    How much does streaming cost?

    You can quickly determine hosting costs by visiting the Spacial Net website:

    http://www.spacialnet.com/streamhosting

    More details on planning an internet radio station, including topic related to choosing a stream hosting

    provider can be found in Spacial Audios Internet Radio Planning Guide.

    Does your software do video?

    Not in the current release, but video streaming is planned for a future release of the software.

    Do you plan to add support for lossless formats like FLAC to the software?

    Yes, this is currently under development.

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    I want to use samPHPweb. How do I get started?

    Intended for advanced users, samPHPweb is a web feature that allows you to run a PHP driven site from

    your web host that communicates with your SAM Database. . See the Using SAM and PHP Functions topic

    on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/Using_SAM_and_PHP_functions

    Sample templates are also available on the Wiki, but are meant to simply be a starting point. Knowledge of

    PHP will allow for a pleasant experience. Some web hosts do not allow the use of our PHP tempaltes.

    I need support. What is the cost?

    Support is available from Spacial Audio solutions. Contact a team member for current pricing and

    availability.

    I need someone to develop my website. What is the cost?

    Spacial Audio does not currently offer website development.

    I want to display album art in the pop-up player. How do I make it work?

    The AudioRealm pop-up player can only display album art that has been imported into the SAM

    Broadcaster software. See the Setting up SAM's HTML Output topic on the Spacial Audio Support Wiki:

    http://support.spacialaudio.com/wiki/Setting_up_SAM%27s_HTML_Output

    What is AudioRealm?

    AudioRealm is a public directory featuring internet stations that use Spacial Audio products and services.

    Listing your station is free and Spacial Net stream hosting service is not required.

    Do I have to use SAM Broadcaster to use Spacial Net as my streaming host?

    No. Any program that is able to stream in MP3 or Windows Media may use the Spacial Net service.

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  • 6

    I am getting an Unable to send data fast enough error. How do I fix the problem?

    Please contact Spacial Audio Customer Support for assistance in troubleshooting this error.

    My streamer is showing a Disconnected error 2000 error.

    This would indicate another streaming source is already connected to your SHOUTcast server. Please log

    in to your user interface or stop the extra source.

    My encoder is showing error 10061.

    Log in to your account on the Spacial Net web site (http://www.spacialnet.com). Choose My Services, click

    Edit and verify your server details. If the server details are correct, use the available Restart function. If the

    problem continues, please contact Spacial Audio Customer Support.

    My encoder is showing Push error access Denied.

    This error indicates incorrect details were entered in to your Windows media encoder. Consult your

    account for service details.

    My encoder is showing Push error $hr00.

    Try updating your software to the latest version and re-create your Windows encoder located in Desktop

    B.

    The encoder is showing Remote Encoder timed out.

    The incorrect server details were entered. Re-create your encoder and make sure to review your Spacial

    Net services for complete details.

    The SHOUTcast relay is showing error retrieving data.

    Make sure your SAM Broadcaster statistic relay has the correct encoder password entered.

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    Im seeing the Touch aborted station name is empty error.

    Information is missing from the station details section of SAM Broadcaster. Click on File on the main SAM

    Broadcaster menu, select Config and complete the fields in the Station details section.

    Im seeing an error that says Touch aborted. Please register your station on AudioRealm.com.

    The member details, station details or statistics relay information is incomplete.

    Im seeing Activation limit exceeded error 602.

    SAM Broadcaster has been installed on too many PCs, exceeding the activation limit (SAM Broadcaster can

    only be installed on a main and a backup PC). De-activate SAM Broadcaster on one of your PCs or contact

    Spacial Audio Customer Support.

    Im seeing an Unable to set data for data error (Windows Vista or 7 users).

    Right click on the SAM Broadcaster shortcut and choose Run as administrator.

    When I close SAM Broadcaster, I see an Access violation at address xxxx error.

    SAM Broadcaster has been either improperly installed or a virus scanner has modified the install. To

    correct this problem, SAM Broadcaster must be uninstalled and re-installed. Contact Spacial Audio

    Customer Support for assistance.

    I just started SAM Broadcaster, and it is displaying a Loading user interface message.

    This message is likely caused by your virus scanner modifying the SAM Broadcaster installation. To correct

    this problem, SAM Broadcaster must be uninstalled and re-installed. Contact Spacial Audio Customer

    Support for assistance.

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    I am seeing an Unable to connect to database error.

    First, check to see if your database is running. If it is, this message is likely caused by your virus scanner

    modifying the SAM Broadcaster configuration file. To correct this problem, SAM Broadcaster must be

    uninstalled and re-installed. Contact Spacial Audio Customer Support for assistance.

    I see an Unable to open audio mixer pipeline error.

    To correct this problem, SAM Broadcaster must be uninstalled and re-installed. Contact Spacial Audio

    Customer Support for assistance. This is an uncommon, but known issue scheduled to be corrected in a

    future release.

    SAM Broadcaster keeps freezing when I start the encoder.

    Make sure to use the latest version of SAM Broadcaster with the new MP3 LAME and WMA9 Robust. A

    valid product key is required.

    My listeners can hear my microphone audio, but no music is heard on air.

    Click on SAM Broadcasters Desktop B. In the Encoders section, press the blue button to use Select Audio DSP Pipeline as audio source.

    If this action doesnt correct the problem, click on File on the main SAM Broadcaster menu, select Config and go to the Audio mixer pipeline section. In the mixer group, click on AGC and choose the Soundcard

    AGC option. Make sure the Use Soundcard AGC option is un-checked.

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