Live Streaming Q&A



1. How to watch online events? Return to Menu

After purchasing the ticket, please follow the steps below to watch the event. Please be noted that, the event is not available on KKTIX app, please use web browser such as Chrome or Safari.

(1)   Go to https://kktix.com/ and click “My Ticket” from upper left corner:


(2)   On your Ticket Overview Page, find the event order and click "Entrance":


(3)   On your Entrance Page, you should be able to watch open time and notes for the live streaming at below page:


  (4)   After the live streaming is opened, you can choose which ticket you want to use and join the event.


   (5)   After click "Join Now" to enter the playback page at below, you should be able to watch the Ticket ID you check-in in live streaming.


You can also watch the event through another two ways as below:

  1. On the event Page, find the event venue and click "KKTIX Live".


  2. After purchasing the ticket, you'll find the"Join the Event"on the ticket pickup page, click to join the show.



2. What devices and environments does KKTIX Live support? Can I cast to my TV? Return to Menu

Due to DRM (Digital Rights Management) restriction, you may watch the streaming by following device and environment when it indicates YES. Please do not use the device/environment to watch the streaming when it indicates NO. Please make sure you are able to watch the streaming by your device/environment before the streaming starts. If you still encounter any difficulties, please enable cookies in your browser setting refer to Question #5.

* iOS 15 cannot play DRM-protected live streaming and VOD content on web browsers.

* Safari 15 on Mac Desktop cannot play DRM-protected live streaming and VOD content.

Environment

Streaming Supported

Second Device

Screen Mirroring

Casting

Device

OS (Version)

Browser

with Airplay / Chromecast

via Airplay / Chromecast

Mobile
Web

Android
(latest 5 version)

Chrome

(latest version)

Yes

Yes

Yes

Firefox
(85.1.3 or above)

Yes

Yes

Yes

iOS
(11 - 14.8)

Safari
(latest version)

Yes

No

Yes

iOS
(13 - 14.8)

Chrome
(latest version)

Yes

No

Yes

PC

Windows 7 or above

Chrome
(latest version)

Yes

Yes

Yes

Firefox
(latest version)

Yes

Yes

Yes

Windows 8.1 or above

Edge
(latest version)

Yes

Yes

Yes

Mac

MacOS 10.12 or above

Safari
(up to 14)

Yes

No

Yes

Chrome
(latest version)

Yes

Yes

Yes

Firefox
(latest version)

Yes

Yes

Yes

Edge
(latest version)

Yes

Yes

Yes

* Please note that Incognito Mode is not supported. Do NOT use Incognito Mode to watch the streaming.

* Screen Mirroring & Casting might not work under all Environment. We strongly suggest you to watch the streaming by browser.

* The minimum required speed for watching show on KKTIX Live is 8 Mbps for FHD (high resolution) quality. And while 8 Mbps might be enough for watching KKTIX Live, remember that that’s enough internet speed for only watching KKTIX Live.

* Do not use VPN or proxy for watching KKTIX Live, any VPN or proxy use may prevent you from watching KKTIX Live. Please disable any VPN or proxy and try KKTIX Live again.


3. What if I enter the live streaming late, may I rewind to the part that I missed? Return to Menu

If it's live streaming, audience cannot adjust the live streaming timeline. Sorry about that.


4. What should I do if I get notification saying I'm using more than one device? Return to Menu

Device limits vary by events. Each different web browser (Chrome, Firefox, Safari, etc.) you use also registers as one "device" even if you use them all on one computer. If you reach your limit and would like to switch to another device, please log out from other devices or bowsers and wait about about 60 seconds. You should be able to watch the streaming again on your last device or browser.


5. I do watch the streaming by supported device and environment, but there is still no player on my browser? Return to Menu

Live Solution will require the use of browser cookie. Please enable cookie in your browser setting as below.

1.          Chrome

n  You can find settings by clicking  icons on the upper right of the browser.

n  Or input the following url in the search bar: chrome://settings/content:

    

n  Find Cookies and other side data in "Privacy and security" section:


n  Please select "Allow all cookies" or "Block third-party cookies in Incognito" to enable cookie:


2.          Safari

n  Click the “Safari” menu and choose “Preferences”.

    

n  Click the icon  “Privacy”.

n  Uncheck "Block all cookies” on Cookies and website data to enable cookie.


3.          Microsoft Edge

n  You can find settings by clicking  icons on the upper right of the browser.

n  Select “Settings” from the menu.

    

n  Select “Cookies and Site Permissions”.


n  Select "Allow sites to save and read cookie data (recommended)” to enable cookie.



6. How do I change my nickname on chatroom? Return to Menu


 

Please log in https://kktix.com/ and follow the steps below:

(1)  Click member icon on the right upper corner

(2)  Choose Settings

(3)  Change your nickname (within 50 characters in Chinese, English or numbers ONLY) on the “Nickname” column in red below.


If you did not fill out any nickname, your “Name” in your “Update Prefill Data” as below will be your nickname (within 50 characters in Chinese, English or numbers ONLY). 




7. What to do when an error code occurs? Return to Menu

Error Codes

Error Messages

Recommended Methods

1000

You does not have valid permission to play this content.(1000)

You may not have valid permission to play this content. If you've confirmed the show is available in your location,

  • Please confirm if you have logged in or try to refresh the page again.
  • Please check your nickname (within 50 characters in Chinese, English or numbers ONLY). If need further information, please refer to " 6. How do I change my nickname for chatroom? "

1001

No Internet Connection (1001)

Please check your internet connection and try to reload this page.

1002

You have reached the maximum number of simultaneously playback device. Please quit playback on other devices and try again.

If you receive this message, which means there may be other devices playing the show at the same time. Please log out / close the player pages from other devices or browsers, and wait for about 60 seconds to try watching the show on the device you'd like to use.

1003

Blocking third-party cookies (1003)
To start the live streaming, you need to change your browser settings to allow third-party cookies.

Please refer to "5. I do watch the streaming by supported device and environment, but there is still no player on my browser?"

1003

Sorry, the service is not available in your location

No permission to watch in your location:

  • Please check if the show is available to be played in your location.
  • Please do not use VPN to watch the show.

1210

Something went wrong! Please try again later. (1210)

Please change to another browser and try again.

2001/2002/

2003/2005/

2006/2007/

2008/2009/

2010/2011/

2012/2013/

2015

 

The combination of Device + Environment you use is not support to watch this show, the result was determined by DRM (Digital Rights Management).  Please try updating your browser to the newest version or change to another device.

If the error code is 2006, please try the following steps.

  1. Allow 3rd party Cookies to be used in your browser (You can refer to "5. I do watch the streaming by supported device and environment, but there is still no player on my browser?")
  2. Please do not use incognito mode to watch the show.
  3. Please do not disable local storage function of the browser.

2103

Invalid Token (2103)
Something went wrong! Please try again later.

  • Please try to logout & login the system again.
  • Please refresh the page again.

2/1400

There is something wrong with your internet connection. Please kindly check and try again. (2/1400)

No permission to watch in your location:

  • Please check if the show is available to be played in your location.
  • Please do not use VPN to watch the show.

3002

Event Not Found (3002)
Something went wrong! Please try again later.

The event has been cancelled or ended, please go to the event page of the show you'd like to watch and confirm the information.

其他

 

Please try the following steps:

  1. Confirm if the event is ended or not, if not, please try to logout & login to the system again.
  2. If Step 1 does not help, please refer to " 2. I can't watch online events by my mobile and notebook? Can I cast to my TV?" to check playback supported platforms.

If you receive following error code, please contact customer service.

Error Codes

Error Messages

1002

Unknown Error (1002)
Something went wrong! Please try again later.

2001

Incorrect Token (2001)
There is an authorization problem. Please try again later.

2101

Incorrect Token (2001)
There is an authorization problem. Please try again later.

2102

Invalid Token (2102)
Something went wrong! Please try again later.

3001

Event Not Found (3001)
Something went wrong! Please try again later.

4001

Server Error (4001)
Something went wrong! Please try again later.

4002

Server Error (4002)
Something went wrong! Please try again later.

5001

Chatroom Error (5001)
Something went wrong! Please try again later.

5003

Chatroom Error (5003)
Something went wrong! Please try again later.


8. Frequently Asked Questions. Return to Menu


1. What internet speed do I need for watching online events?

These are the recommended internet download speeds for watching online events on KKTIX Live:

Resolution / Recommended Internet Download Speeds

4K / 20 Mbps

1080P / 8 Mbps

720P / 2.5 Mbps

480P / 1.5 Mbps

360P / 700 Kbps

240P / 400 Kbps

 

2. How to fix issues with slow loading (with red circle) or buffering?

1.          Please check your internet connection speed and ensure the personal hotspot is turned off. If the Wifi is not stable, connect your device to a 4G cellular data network.

2.          If your internet service provider applies a limit to your bandwidth or data, you can set video quality settings to lower resolution to use less data.

3.          Do not use VPN, proxy and “Incognito Mode”for watching online events.

 

3. If you get a black screen when you try to watch online events, follow the steps for your device below to fix the problem.

1.      If you get a black screen without error code, please click the black screen, and refer to“7. What to do when an error code occurs?“ to resolve the issue.

2.      Close the browser and login KKTIX Live again.

3.      Please make sure your device and environment allows streaming according to“ 2. What devices and environments does KKTIX Live support? Can I cast to my TV?”

4.      Do not use VPN, proxy and “Incognito Mode”for watching online events.

5.      Do not use screen recorder or any hardware accelerator.

 

4. How to Cast or Screen Mirroring Video to a TV / Monitor?

  Please use the devices and browsers which are suggested by KKTIX Live.

  Not all environment combo supports screen mirroring and casting to a TV under DRM (Digital Rights Management) restriction. We Strongly suggest you watch the streaming by a single device with browser.

  The following steps are for your reference only. For more details, sucha s system requirement which can support AirPlay or Chromecast, please refer to Apple Official AirPlay user guide / Official Chromecast Help website.

 

n  Casting video from your iPhone, iPad to a TV.

1.      Connect your device to the same Wi-Fi network as your Apple TV or AirPlay 2-compatible smart TV.

2.      Make sure the Apple TV or AirPlay 2-compatible smart TV are turned on with AirPlay 2 service, and able to receive signal normally.

3.      Enter KKTIX Live player page, find the video that you want to cast.

4.      Tap [Fullscreen] button in the bottom-right corner.

5.      Tap [AirPlay]  button in the bottom-left (portrait view) / bottom-right (landscape view) corner.

6.      Select your Apple TV or AirPlay 2-compatible smart TV from the list.

7.      To stop casting, tap [AirPlay]  again on your iPhone / iPad screen, then tap your iPhone, iPad from the list.

 

n  Screen Mirroring your iPhone, iPad to a TV.

1.      Connect your device to the same Wi-Fi network as your Apple TV or AirPlay 2-compatible smart TV.

2.      Open Control Center:

l  On iPhone X or later or iPad with iPadOS 13 or later: Swipe down from the upper-right corner of the screen.

l  On iPhone 8 or earlier or iOS 11 or earlier: Swipe up from the bottom edge of the screen

3.      Tap [Screen Mirroring]

4.      Select your Apple TV or AirPlay 2-compatible smart TV from the list.

5.      If an AirPlay passcode appears on your TV screen, enter the passcode on your iOS or iPadOS device.

6.      (Now your device’s screen should be appeared on the TV.)

7.      Use your Apple Devices to open Safari / Chrome browser and head to KKTIX Live player page to watch the show.

8.      To stop mirroring your iOS or iPadOS device, open Control Center again, tap Screen Mirroring, then tap Stop Mirroring. Or press the Menu button on your Apple TV Remote.

 

n  Cast Chrome Tab / your Computer Screen to a TV.

Cast your entire Android phone / tablet’s screen to a TV

1.      Make sure your mobile phone or tablet is on the same Wi-Fi network as your Chromecast device.

2.      Open the Google Home app  .

3.      Tap the device you want to cast your screen to.

4.      Tap [Cast my screen]  and then > [Cast screen].

5.      Go to KKTIX Live Player page and find the video you’d like to watch.

 

Cast a tab from Chrome on your computer to a TV

1.      Make sure your computer is on the same Wi-Fi network as your Chromecast device.

2.      On your computer, open Chrome.

3.      Go to KKTIX Live Player page and find the video you’d like to cast.

4.      At the top right, click More, and then > Cast.

5.      Choose the Chromecast device where you want to watch the content.

6.      If you’re already using the Chromecast, your content will replace what’s on your TV.

7.      When you’re done, to the right of the address bar, click Cast > Stop casting.

 

Cast your computer screen to a TV.

1.      Note: To play the audio on your TV, use a Windows computer. If you’re using Mac, please refer to “Cast a tab from Chrome on your computer to a TV” section.

2.      Make sure your computer is on the same Wi-Fi network as your Chromecast device.

3.      On your computer, open Chrome.

4.      Go to KKTIX Live Player page and find the video you’d like to cast.

5.      At the top right, click More, and then > Cast.

6.      Click Sources.

7.      Click Cast desktop.

8.      Choos the Chromecast device where you want to watch the content.

9.      When you’re done, to the right of the address bar, click Cast > Stop casting.

※ KKTIX Live is not yet support to cast the videos and media directly via our player. To cast them to your TV, you need to cast the tab / entire screen to Chromecast.


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