How to Fix Connection Errors for Live Information

Windows, Mac

PRISM Live Studio communicates with various streaming platforms to keep your broadcast details, such as titles and categories, perfectly in sync. If you're having trouble loading this information, it's often due to temporary network issues, session timeouts, or platform-specific API limits. This guide will help you quickly identify the cause and get your stream back on track.

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1. SOOP

Error Message: Failed to load the live information. Please check your network connection and try again (error code: 10500)

Cause

This error occurs when the network connection is unstable or the login session for the SOOP channel is outdated.

Solutions

1. Check Network Connection: Verify your internet status and ensure the SOOP website is accessible via a browser. Disable any active VPNs or proxies.

2. Verify SOOP Dashboard Settings: Log in to the SOOP Dashboard and navigate to the Stream Settings menu. Ensure your Stream Key is active and there are no broadcasting restrictions on your account.

3. Reconnect Channel: Open settings in PRISM, disconnect your SOOP channel, and then log in again to reconnect. This completely refreshes the session and authentication tokens.

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2. Twitch

Error Message: Live information could not be loaded. Please try again later. (error code: 10500)

Cause

This happens when the communication between PRISM and the Twitch dashboard times out while retrieving data.

Solutions

1. Restart PRISM App: PRISM frequently updates its connection scripts via the server. Restarting the app ensures the latest patches are applied to fix potential timeout issues.

2. Retry After Delay: If the issue is due to temporary platform congestion, wait a few moments and attempt to load the information again.

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3. YouTube

Error Message: Unable to load direct information. Please try again later. (error code: 10500)

Cause

This error is caused by a temporary usage quota limit on the YouTube API.

Note: This is a platform-side policy and is not related to your specific account settings or PRISM app configuration.

Solutions

• Retry Later: API quotas reset automatically after a certain period. Please wait and try again later.

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4. Naver Shopping

Error Message: Live information could not be loaded. Please try again later. (error code: 10500)

Cause

This occurs when the API call to fetch the reservation list fails while switching between different lists.

Solutions

1. Check Error Message: Review any specific instructions provided in the system alert to adjust your broadcast settings.

2. Contact Customer Center: If the problem persists, contact the Naver Shopping Customer Center with the error details for further technical support.

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5.General Error

Error Message: Failed to load the live information. Please check your network connection and try again (error code: 10500)

Cause

This issue occurs when an unexpected error, other than a standard network failure, happens during an API request to platforms like YouTube, Twitch, Chzzk, or Naver Shopping.

Because 10500 is a general error code, it often represents a variety of undefined cases where the live information page fails to load properly.

Solutions

Since Error 10500 covers a wide range of undefined scenarios, the cause must be analyzed by our development team on a case-by-case basis. If you encounter this error, please contact our support team with a detailed report so we can identify the specific issue.

How to Contact Us:

1. Click the PRISM info (?) icon located at the bottom right of the app.

2. Select the Contact us menu to submit your inquiry.

3. Note: Providing a detailed description of the situation (e.g., the platform used and the specific steps taken before the error appeared) will help our team analyze your case and resolve the issue much faster.

Desktop, Guides, Error Solution, Streaming