Troubleshooting

Find your symptom. Every entry points at the article that covers it.

The stream will not connect

You just reset the key — the old key dies immediately. An encoder still holding it cannot connect. Copy the new key across. See Reset the stream key.

The key is close to expiry — the expiry sits under the Stream key field. MaxxShow renews on a schedule, so normally you ignore it. If it has lapsed, reset for a fresh one.

The Server URL or key is wrong — copy both from the live manager rather than typing them. See Stream with OBS or another encoder.

Encoder settings are off — keyframe interval needs to be 2 seconds and rate control needs to be CBR. See Recommended streaming settings.

Customers cannot find the broadcast in your store

Check the components first. Go to the home page and read the component activation status card. Anything Inactive gets an Enable button. See Check component activation status.

Did you just switch themes? Components install into the theme, so switching turns them back to Inactive. Always check that card after a theme change.

The shopping page is not in your navigation — customers have no way in. That is step 4 of the setup checklist. See Add the page to store navigation.

The event is still planned — nothing is broadcasting, so nothing live shows on the page.

A replay is missing

Display is off — it stays off the shopping page, but the direct link still works. See Show or hide a replay.

It is archived — archiving takes it out of the main list. See Archive a replay.

The Replays Block is off — same as the section above. Check your component status.

The broadcast ended by itself

Your viewing allowance ran out. When it does, a banner counts down first, giving you 10 minutes by default to wrap up. The broadcast then ends and the replay generates.

To avoid the interruption, turn on auto-recharge. See Auto-recharge. For how the allowance works, see Viewer minutes and Live Credits.

The test button is greyed out — the same cause. The note beside it tells you the allowance is gone and to upgrade or top up.

The numbers do not add up

Check you are on the same attribution window. Every metric scoped to the attribution window moves with it: contributed revenue, orders, paid viewers, and conversion rate. Before comparing two periods, confirm the window matches. See Attribution rules.

Changing the window only moves some numbers. Transaction figures move. Exposure, clicks, CTR, and audience are behaviour during the broadcast and do not. Half moving and half holding still is correct.

A session reads zero in the Details table — usually its start time falls before the beginning of your current time period. Widen the period.

Filtering orders shrinks the total — attribution type filters product rows, not whole orders. Filter by live-inside and other product rows in the same order drop out of view. See Orders.

A metric definition looks wrong — every formula is on the Metrics glossary.

Export seems to do nothing

Exporting is a background task and downloads nothing on the spot. Submitting one confirms the task is queued and tells you to check your export records. See Export data.

Balance and usage look wrong

Changing the date range does not change the balance — the usage block shows your balance right now. The date range only filters the consumption records below it.

Filters set on the overview tab do not apply to Usage Statistics — that tab ignores the time period and attribution window from the others. It carries its own date range, defaulting to the last 7 days.

For both, see Check your balance and usage.