If your livestream video was cut off, ended early, or is missing parts, follow these steps to resolve the issue and recover as much of your event as possible.
Step 1: Check If the Full Recording Exists on the Broadcasting Device
Many times, if the livestream was interrupted or the internet connection was unstable, the video was not streamed but was saved on the phone or device used to broadcast.
We save a copy on your device just in case the network interrupts or there's any other problem as a backup.
The copy on the device is higher quality than the one you download.
Finding recording on an iPhone or iPad
The event recording is saved to "Photos" gallery on iPhone or iPad.
In some cases, if the app can not copy the recording to "Photos" it can be found in "Files" => "On My iPhone" => EventLive
Finding recording on an Android smartphone or tablet
In most cases recording can be found in "Gallery".
If the app couldn't copy the recording to "Gallery" it can be found in "My Files" (Or "File Browser") => Internal Storage => Android => data => pro.eventlive => files => Movies => EventLive
For newer Android versions:
If you don't see the video saved in your videos library, please follow the instructions below:
You will need to download a separate app (it will allow you to access "hidden" files on the phone)
https://play.google.com/store/apps/details?id=com.marc.files&hl=en&gl=US
Once the app is installed, please open it and choose "Android" folder.
"data" folder
Next find: "pro.eventlive" folder
"files" folder
"Movies" folder
"EventLive" folder
You should see the video files in that folder and the recording should be there.
Copying the recording to your computer
iPhone or iPad with Mac: Plug in your device to your mac and open it in Finder. Look for "Applications" tab and choose "EventLive".
iPhone or iPad with Windows: Plug in your device and open it in iTunes. Choose "File Sharing", Apps => EventLive. Copy the file to your computer.
Android with Mac: Download Android File Transfer App. Navigate to Android > data > pro.eventlive > files > Movies > EventLive
Android with Windows: Plug in your Android device to your computer and navigate to PC\Your Phone\Phone\Android\data\pro.eventlive\files\Movies\EventLive
Backup your recording
We save your wedding video replay for at least a year on our servers. You should download your video and back it up by:
If you're using Apple iCloud, the video should be backed up to the iCloud automatically by your phone.
If you're using Google One to store photos make sure to back it up to Google Drive.
Save the video to your Dropbox account
Save to a USB stick and put in a safe place
Step 2: Upload the Full Recording to EventLive
If you have found a complete recording on your device, you can upload it to your event page.
How to Upload the Recording
Go to the EventLive Broadcaster Console or EventLive app.
Log in with your EventLive account.
Select your event.
Go to the Manage Video / Reupload video tab.
Select the video on your device and the upload will start automatically.
It will take a few minutes for the video to upload and convert on the servers.
As soon as the video is converted, it will be avaialble at your event link.
Note: After uploading, the new video will replace the previous livestream video on your event link.
Step 3: Contact EventLive Support if You Cannot Find the Full Recording
If you do not have a longer recording on your device, or if you have trouble uploading, contact EventLive support for help at [email protected].
Troubleshooting Tips
Video Freezes or Cuts Off: This usually happens due to a poor internet connection or loss of upload speed during the livestream. The stream may disconnect from EventLive servers, causing the video to end early.
Uploading Issues: If your video file is too large or will not upload, try connecting to a strong Wi-Fi network.
Additional Tips
For important events, always record a backup on your device in addition to livestreaming.
If you experience freezing or jumping during the livestream, it is often due to internet issues at the event location.
If you need to replace or update a video on your event page, uploading a new video will overwrite the previous one.