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Troubleshooting: Multi-Streaming to META

Learn how to troubleshoot issues when multi-streaming to META platforms to improve your streaming experience.

How to re-authenticate Facebook + Instagram connections

    
    As technology is always changing, there can be updates made on Meta's side- as well as our own to accommodate these changes. During these times you may see that you have to reconnect to your Meta accounts. Please follow these steps to ensure your most up-to-date connection:

  1. Start from a clean slate by visiting Settings —> Integrations —> Facebook and if applicable remove any existing connection by clicking on the 'X' next to the page name    
  2. Before you click 'CONNECT', Make sure the person setting up the connection has Admin or Editor access on the Facebook page    
  3. Make sure you approve all permissions requested from the Facebook dialog. You may see an option that says "edit previous settings." Select this option and continue as per usual.
                
  4. As you are returned to the Bambuser dashboard, be patient and wait a few seconds perhaps a bit longer if your internet connection is poor. Navigating away from the loading screen might cancel the setup process.    
  5. Your chosen pages will now be connected, if you encounter any error here it is usually due to an insufficient role at Facebook or due to missing permissions (did not select all requested permissions)    
  6. If any issue still persists after following these steps, contact your account manager and make sure to provide detailed information about where something went wrong. Help us help you by providing a screen capture or a few screenshots     

     

Video feed is not showing in Instagram

As Instagram utilizes non-static (one time use) RTMP stream keys to connect, ensuring the correct stream key and stream URL are important to successfully multi-stream. Steps to consider:

  1. Ensure that you have enabled multi-streaming to Instagram within the show set-up.    
  2. Ensure you have clicked “Go Live” in Instagram moderator view (See picture below)    
  3. Ensure that each time you expect to go live, you are updating the stream key/URL in the show set-up when you enable multi-streaming.    
  4. Refreshing or closing the IG page in which you are retrieving the information from will reset the stream key/URL. Therefore, make certain that the IG tab stays intact
           
    1. If you’ve gone live on Bambuser with an incorrect or outdated Stream Key or URL, the “Go Live” button at the top right won’t activate. Here’s how to fix it:
                     
      1.  Stop the live session in Bam Hub.                    
      2.  Restart the live session in Bam Hub.                    
      3. Double-check that the Stream URL and Stream Key in Bambuser are correct.                    
      4. Try going live again for the same session.                    
      5. Click “go live” on Instagram moderator view for the feed to push through to your customers.
                                                     

When connecting IG to Bamhub, nothing happens

This is most likely due to your Facebook and Instagram accounts not being properly connected. Here's how to ensure they are linked:

Key Prerequisites:

  • Instagram Professional Account: Your Instagram account needs to be a "Professional" account (Business or Creator).
  • Facebook Page Admin Access: You need admin role on the Facebook Page you want to connect.

Confirm Key Prerequisites

Before attempting to connect, verify that you meet the key prerequisites to avoid connection issues:

  1. Verify Instagram Professional Account:
    • Open the Instagram app and go to your profile.
    • Tap the three horizontal lines (Menu) in the top right.
    • Go to "Settings and privacy" > "Account type and tools."
    • Check if it says "Business Account" or "Creator Account" under "Switch account type." If it says "Personal Account," switch to a Professional Account by selecting "Switch to Business Account" or "Switch to Creator Account" and follow the prompts.
    • Alternatively, on your profile, look for a category label (e.g., "Business," "Creator," or a niche like "Photographer") and options like "Contact" or "Insights," which confirm a Professional Account.
    • On desktop, log in to Instagram (www.instagram.com) and check your profile for a category label or options like "View Insights" or "Promote."
  2. Verify Facebook Page Admin Access:
    • Go to your Facebook Page (log in to Facebook and select the Page from the left sidebar or your profile if you manage multiple Pages).
    • Click on your Page’s profile picture or name, then go to "Settings & privacy" > "Settings."
    • In the left menu, select "Page roles" (or "Roles").
    • Check the "Current roles" section. Your account should be listed with "Admin" next to your name. If you see a different role (e.g., Editor, Moderator), request admin access from the current admin or switch to a Page where you have admin rights.
    • Alternatively, in Meta Business Suite (business.facebook.com), go to "Settings" > "Team" or "Business settings" > "People." Verify that your account has "Admin access" to the Page.
  3. Confirm Instagram and Facebook Page Connection:
    • In the Instagram app, go to your profile > "Edit Profile."
    • Under "Public business information" or "Profile information," check the "Page" section. If a Facebook Page is listed (e.g., your Page’s name appears), the accounts are connected.
    • In Meta Business Suite, go to "Settings" > "Business assets." If your Instagram account is listed under connected assets for the Page, the connection is confirmed.

    Methods to Connect Your Accounts:

  1. Switch to a Professional Account (if needed):        
    • Go to your Instagram profile.
    • Tap the three horizontal lines (Menu) in the top right.
    • Go to "Settings and privacy" (or "Settings" depending on your app version).
    • Look for "Creator tools and controls" or "Business tools and controls."
    • Tap "Switch account type" and choose "Switch to Business Account" or "Switch to Creator Account." Follow the prompts.
  2. Connect the Facebook Page:        
    • Go to your Instagram profile.
    • Tap "Edit Profile."
    • Under "Public business information" or "Profile information," tap "Page."
    • Tap "Continue" on the "Connect or create a Facebook Page" pop-up.
    • Tap "Log in to Facebook."
    • Choose an existing Facebook Page you'd like to connect, or select "Create a new Facebook Page."
    • Tap "Connect."
    • Tap "Done" once you've selected a Page or created a new one.

2. Via Desktop (Facebook Page Settings or Meta Business Suite)

A. Via Facebook Page Settings:

  1. Log in to Facebook and switch to the Facebook Page you want to connect (if you manage multiple Pages).
  2. From your Page, click on your Page's profile picture in the top right.
  3. Select "Settings & privacy", then click "Settings."
  4. In the left menu, choose "Linked accounts" (or "Instagram" directly).
  5. Click "Connect account" next to Instagram and follow the on-screen instructions to log into your Instagram account.

B. Via Meta Business Suite:

  1. Go to Meta Business Suite (business.facebook.com).
  2. In the sidebar, select "Settings."
  3. Choose "Business assets" and then "Add assets."
  4. Select "Instagram account."
  5. Review and agree to the terms, then click "Claim Instagram account."
  6. A new window will open where you can enter your Instagram username and password to log in and confirm the connection.
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