Live Stream Troubleshooting FAQ

Error messages

"Browser not supported"

If you see this error message, it's because you've attempted to start or join a live stream class on an Internet browser that is not compatible with our live stream feature (i.e., Chrome on an iOS device, Safari 11 or earlier, etc.).

We recommend that you open the class link with an Internet browser that works well with live stream, specifically Google Chrome.

"Do you want to use this device?"

If you see this error message, it's because you browser doesn't have access to your camera and microphone.

1. Click the green Refresh button.
2. You should see a pop-up near the URL bar asking for access to your camera and microphone. Click Allow access.
   • If you're not prompted to allow access, follow the steps in these articles.
     • Chrome
     • Firefox
     • Microsoft Edge
3. If you're still unable to join the stream, update your browser to its latest version. Follow the steps in the links below to do so.
   • Chrome
   • Firefox
   • Microsoft Edge

"Unable to access your devices"

If you see this error message, it's because you browser doesn't have access to your camera and microphone.

1. Click the green Refresh button.
2. You should see a pop-up near the URL bar asking for access to your camera and microphone. Click Allow access.
   • If you're not prompted to allow access, follow the steps in this article.
3. If you're still unable to join the class after allowing access, update the internet browser to its latest version.

"Poor connection. Turn off video and mic to hear and see others better."
If you've received this error message while live streaming, we recommend that you connect with an Ethernet cable instead of WiFi.

"4x403 Error: Please sign up for this class then you can join this live stream. If you need help, contact the business."
This error occurs when a staff member has logged in with an email address that's also used for a client profile. The software will recognize the client profile rather than the staff login. We recommend that you update the client profile with a different email address to avoid this.

General issues on a computer

If you're experiencing general issues, like the screen is going black while you're teaching, the sound lags, or other issues arise, please work your way through these steps to resolve the issue.

Step 1: Clear your browsing history & data

Clearing your browsing history, cookies, and cache can help the web browsing program get rid of any extra load that might be slowing down your browser's reaction and speed time. Click on the the provided links below to properly clear out your browsing history and cache.

• For Google Chrome:
  • Clearing your browser data
  • Clearing your cache and cookies

Step 2: Check your DNS for issues

Just like clearing out your browser history and cache can end hang ups that effect response time, the same can be helpful to clear out the cache and history for your DNS, which is an archiving system that remembers the IP addresses (exact addresses) of websites that you have visited in the past. Sometimes, that system gets hung up or overloaded. Please find which operating system you are using and follow the steps below to take a load off your DNS memory banks.

For Windows

1. Click on the Start Orb.
2. Find and click on the search bar titled Search programs and files.

3. Type cmd in the search bar.

4. Right click on the cmd program link and select Run as Administrator.

5. A new window will open with a black background. Type ipconfig /flushdns in this new window.

6. Click the Enter key. Note: A successful run of the command will finish with telling you Successfully flushed the DNS server cache.

7. Close the window and try using your MINDBODY site.

For Mac

1. 1. Open Finder on your main menu.
   1. Select your Applications icon.
   2. Click to open Utilities.
   3. Find and open Terminal.
   4. If you are using OSX v10.10-10.10.3 , type in the following command: sudo discoveryutil mdnsflushcache
      • Note: Commands can vary depending on which version of OS X you are using. Find the version you are using in the table below and use the listed command to enter in the Terminal window.
      • OSX Yosemite (v10.10.4 and later) - sudo killal -HUP mDNSResponder
      • OSX Mavericks, Mountain Lion & Lion (v 10.9.5 and earlier) - _sudo killall -HUP mDNSResponder_
      • OS X Snow Leopard (v 10.6-10.6.8) - _sudo dscacheutil -flushcache_

2. Click the Enter key. Note : A successful run of the command will not report anything.

3. Close the window and try running a live stream class.

My client can't join the class though they've booked and received the live stream link email

If a client has two different profiles at your business with the same email address, the profiles must be merged before they can join a live stream class.

I can't see the Start Live Stream button in the Class Sign In screen

If the Start Live Stream button isn't appearing in the Class Sign In screen, one of two things has occurred:

The live stream link hasn't been created
On the top right of the Class Sign-In screen, click Create Live Stream link. The Start Live Stream button will appear once the page refreshes.

Staff permissions are restricting you from starting class
To start a live stream or create a live stream link, the View reservations, Make reservations, and Make past reservations staff permissions must be enabled for the staff login you're using.

I can't select my camera or microphone in the class

You'll need to give your internet browser access to your microphone and camera. Follow the steps in the links below to do so.

• Chrome
• Safari
• Firefox
• Microsoft Edge

I'm using an iPad or iPhone and am having trouble with the live stream

There are two things we recommend here:

Disable the pop-up blocker
Here's how to disable the pop-up blocker on your iOS mobile device or tablet:

1. Go to Settings > Safari.
2. In the General section, tap the Block Pop-ups toggle. It will turn white to indicate it's turned off.

Request a Desktop Website

1. On the Live stream class screen, tap the aA icon in the top-left corner of the screen to reveal the Website View menu.
2. Then, tap Request Desktop Website.

This should resolve any live streaming issues.

I'm on a Chromebook and I can't see the bottom portion of the screen

Unfortunately, our live stream feature doesn't work well with Chromebooks. We recommend using a different device to run a live stream class.

I see a black loading screen

If you see a black loading screen while attempting to begin a live stream class, it's likely that your camera or audio device has outdated drivers. We recommend heading to the device's support site and updating the drivers to the most recent version.