Introduction
This guide helps you resolve common audio issues in live channels. It covers the most likely causes in SDI audio configuration, encoder behavior, and related logo placement checks that may affect the live workflow.
Issue description
Audio problems in live channels can appear as missing audio, incorrect channel mapping, silence, distorted sound, or audio that does not match the expected program output. In some workflows, logo placement issues may also indicate a broader input or configuration mismatch.
Signs
- No audio is present in the live channel output.
- Audio is present but mapped to the wrong channel.
- Audio is out of sync, intermittent, or distorted.
- The encoder is not processing audio as expected after a change or interruption.
- Logo placement or transparency behavior does not match the configured position.
Basic troubleshooting steps
- Verify that the audio channels in SDI are correctly set.
- Confirm that the input signal contains the expected audio tracks.
- Check the encoder configuration for the correct audio mapping and source selection.
- If the issue persists, restart the encoder.
- For logo placement issues, verify the logo file and position commands.
- If transparency is involved, generate transparencies using the input signal resolution.
Advanced troubleshooting steps
Step 1: Verify SDI audio channel configuration
Inspect the SDI input and confirm that the audio channels are assigned correctly. Make sure the source audio is present on the expected embedded channels and that the channel order matches your live workflow.
Step 2: Restart the encoder
If the audio issue continues after checking the SDI configuration, restart the encoder. A restart can clear temporary processing faults and restore normal audio handling in the live channel.
Step 3: Review logo placement settings
If you are also seeing logo placement problems, verify the logo file path, file format, and position commands. Incorrect coordinates or an invalid asset can make it appear as if the live channel is not processing overlays correctly.
Step 4: Match transparency generation to the input resolution
When generating transparencies, use the same resolution as the input signal. A mismatch between the transparency asset and the live input can cause placement, scaling, or rendering issues.
Contact support
If the problem is not resolved after these checks, contact Cires21 support with the following details:
- Encoder model or product name
- Input signal type and resolution
- SDI audio channel configuration
- Steps already performed
- Any error messages or screenshots
Additional information
For related help articles and support resources, visit the Cires21 help center or contact the support team through the official website.
Conclusion
Most live channel audio issues can be resolved by confirming SDI audio channel settings, restarting the encoder, and checking any related logo or transparency configuration. If the issue remains, gather the relevant technical details and contact support for further diagnosis.
Disclaimer
This guide provides general troubleshooting steps and may not cover every deployment or configuration. Use it as a reference and contact a qualified technical support team when needed.
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