Here are FAQs on the three most common topics:
Pre-installation
I signed up for my account, now what should I do?
Please reach out to your Customer Success Manager to discuss the details of the next steps required for your account. While your equipment is on its way, please review the Getting Started Guide to ensure your location is prepared for installation and operation.
What's the difference between LiveControl and other services like Streamspot or BoxCast?
LiveControl specializes in controlling PTZ cameras remotely. Think of LiveControl as a replacement for a production crew physically coming to your organization and operating the camera. We remotely control the camera to better engage your audience with dynamic camera movements. LiveControl operates the camera, while Streamspot / BoxCast / Livestream / Vimeo / Facebook / YouTube takes the camera signal and distributes it to your website and all of your favorite destinations.
How do I install the LiveControl equipment?
LiveControl works with a national installer that will provide a professional installation of our equipment. We highly recommend using our national installer. If you currently work with an A/V integrator, you may also use them for the installation. You can send them the Installation Guide ahead of time to be sure they are capable of installation. Once equipment is installed, we will schedule an Installation Check Call to configure and test the equipment.
Can I run the LiveControl system over a wireless network?
No. Wireless networks do not provide fast enough network speeds for the high quality video. All devices need to be hard-wired with an ethernet cable.
What is our minimum network speed needed for a LiveControl System?
Download Speeds: 20mbps; Upload Speeds: 20 mbps
How many connections do I need to our location's network?
One connection to your local network is needed. You connect your building network to the LiveControl router. The rest of the equipment receives connection and power through the router as well.
Does my location need a dedicated technician to work with the LiveControl team?
LiveControl takes care of operating the cameras and sending the stream to your chosen platforms, but it is required that you have someone on site who can be a main technical point of contact (someone who is not on camera during a service). This POC can reach out to LiveControl during live services to troubleshoot any issues that may occur. It is highly recommended that the technical POC has a good understanding of your sound system and the way that the LiveControl equipment is set up at your location so LiveControl can provide the most efficient solutions. Please provide your Onsite Troubleshooting Contact information under the Profile section of your LiveControl Dashboard. Email support@livecontrol.io to schedule tests and technical walk throughs for your Onsite Troubleshoot Contact.
Hardware & Installation
What hardware should I receive from LiveControl prior to installation?
- 1x LiveControl Encoder (small form-factor PC with the LiveControl logo)
- 1x Power Supply for Encoder
- 1x HDMI or Displayport dongle
- 2x PTZ Cameras
- 2x wall brackets
- 1x Mikrotik Router with power supply
- 1x Aruba POE Switch with power supply
- 1x M-Audio interface
What kind of audio connection do I need?
Our encoder accepts an XLR or 1/4" mic or line level signal. This should include all sources that you wish to be sent to a broadcast. The most successful configuration is a mix with compression, separate from what is going to the speakers in the room.
How do I set up my sound system for LiveControl?
We suggest you contact your A/V company or enlist a local Audio Expert to discuss this. Each sound system is different and you will be best served contacting someone local to provide you with this information. Our network of installers is able to connect our camera system to your sound system, but we are unable to make changes to your existing equipment.
What are the power requirements for LiveControl hardware?
We recommend one 15A or 20A circuit for all of our equipment. We recommend a power strip or uninterruptible power supply (provided by client).
How are the cameras mounted?
Each LiveControl hardware package includes wall brackets for the PTZ cameras. Ceiling brackets, pipe mounts, and various other options are available at an additional charge.
Where should I mount the cameras?
One camera should be placed as close to center as possible with a clear view of the performance space. Ideally this camera should be roughly 12 feet above the ground so that the angle can avoid audience members in the image. The second camera should be placed between 15 and 45 degrees off center on either side, at roughly the same height. It is possible for the cameras to be mounted lower, but keep in mind that they may catch the audience in the videos. The cameras should be mounted no further than 80 feet away from center stage.
Can I move the cameras once they are installed?
Our system requires that we calibrate the cameras in their relative locations in the space. If the cameras need to be moved, we will need to reset the calibration which may incur extra service charges from LiveControl Support.
Can I set up the cameras when I need them and take them down when I don't?
Since the cameras are calibrated based on their location, they need to be permanently installed. Even a slight change will affect the functionality of the system.
Where should I put the encoder?
The encoder can be installed anywhere there is easy access to power, internet, and a feed from your sound system. Some people place it in a network IT room, a sound closet, a control room, etc. Please ensure that the encoder is in a cool, well ventilated environment.
How far away can the cameras be from the network switch?
The maximum cable length for our cameras is roughly 200-feet.
Which port is which on the router?
Your local internet connects to Port 1. Connect the LiveControl Encoder into Port 2. The Aruba Switch should be connected to port 3, and the cameras connected to ports 1-3 (as needed) on the switch. If you have a Graphics Integration, Port 5 will be used to connect to a local laptop.
What happens if the power goes out?
Our encoders are programmed to turn back on automatically. The router will also reset which will automatically power up the cameras. It is important that the LiveControl Encoder remains online at all times, so be sure to check that the device powered back on after any outages.
Can the cameras be mounted outdoors?
We have outdoor enclosures available for a particular model of camera. Please speak to your Customer Success Manager about what options may work best for your location.
What wiring is needed for the cameras?
Each LiveControl camera requires a single CAT6 cable run back to our router. Power and data travel on the same wire, so only one cable is necessary to power and operate each camera.
General Account Information
When will I be billed for my subscription?
Your contract renewal date is based on the date of your installation check meeting.
What is a Service Credit?
For majority of our clients, a Service Credit represents 2.5 hours of operated service use. If an event runs longer than the credit length (i.e. 2.5 hours), then another credit will be deducted. Please refer to your contract for the length of your Service Credits. Please reach out to your Customer Success Manager if you would like to review your subscription or add more monthly Service Credits.
What's the difference between Produced and Static events?
Produced Events: A remote Videographer will be controlling both cameras, panning, tilting, and zooming for the best production! There are no cue sheets, but trust your Videographers have been rigorously trained and understand the intuitive flow of a production.
Static Events: The main camera (usually the front facing camera) with the static wide shot will be turned on and begin recording at the designated time
When should I schedule my events?
Produced events must be scheduled 48 hours in advance. If you would like to schedule a Produced Service with less than 48 hours of notice, please follow the Late Event Scheduling Policy steps and we will do our best to accommodate your needs. You may change the time of the service +/- 2 hours.
Static events can be scheduled up to 15 minutes before the event start.
How do I see what LiveControl is broadcasting during an event?
You can watch the same broadcast that is being sent out to your audience on the streaming platforms you have selected and on the Current Events tab of your dashboard. Additionally, a program feed can be set up via the DisplayPort output on the encoder. Please ask your Customer Success Manager about configuring the display settings if interested.
Can I chat with the Videographer?
We do not provide a direct line of communication between our clients and the Videographer so that they can focus solely on operating the service. If you need urgent assistance, please call the support line 310-361-4169, press the 3 for urgent) or email support@livecontrol.io.
I have immediate questions or changes I need to communicate about a live stream, what should I do?
Please call LiveControl Support at 310-361-4169 for urgent matters. This will patch you through to our Event Support Team who will be closely monitoring all streams and can help with any troubleshooting or changes that may need to be made for your service. Please see this page for additional information regarding your LiveControl Events.