If the Camera is not Following the Game Play
Cameras not following the game play are most often a result of a manual error on the broadcasters end. When the camera isn't moving and focuses on the center of the field it is in ambient mode. This it becomes when the broadcasters have either scheduled the game to start at the incorrect time or ended/started a period/half too late/early.
If the camera didn't move during the broadcast there is a possibility that we can refund you. If you wish to request a refund see here.
If the Image is Blurry
We understand that a blurry image is highly annoying when trying to watch a broadcast. The image can become blurry due to several reasons but most commonly is caused by: Common causes of blurry video footage include lens contamination, focus calibration issues, and environmental factors.
Lens contamination: Dust, debris, or smudges on the camera dome or lens can obstruct clear imaging.
Condensation or fogging: Sudden temperature changes can cause condensation to form on the lens, distorting the picture quality.
Improper camera placement or movement: Physical impacts can misalign or shift the camera’s focus.
Miscalibration: Slight misalignments can result in soft or blurry images.
Focus issues: A lack of accurate focus during the recording can lead to permanent blur in the footage.
Bright sunlight or glare: Sunlight can make artificial grass reflective, causing images to appear blurry.
Zoom artifacts: Excessive zooming may reduce image clarity if calibration is not optimized.
If there is dirt on the lens of the camera we unfortunately can not help out remotely but if there is condensation or the cameras have lost focus our support team can in almost all of the cases resolve this.
If you notice that the image of the broadcast is poor when viewing a broadcast do not hesitate to reach out to the broadcasters via their contact information as well as playsupport@spiideo.com as soon as possible. The faster the broadcaster is informed the faster they can act!
If you are very disappointed in the image quality you can request a refund. For more information on requesting a refund see here.
If the Broadcast is Missing Sound
The majority of times where viewers reach out because of the broadcast not having any sound it is not down to there being a fault in the camera or the broadcast.
If you can not hear any sound from the broadcast please ensure that:
The device you are watching the broadcast from has the audio enabled and that the volume is turned up
The device you are watching on is not connected to for e.g headphones or a speaker
The sound is enabled on the broadcast.
To enable/disable the volume when watching a broadcast click the 'speaker' icon in the bottom left corner.
If the Commentary is Missing
Our broadcasters are responsible for streaming their live events and also deciding whether commentary will be used on a livestream.
If you would like more games to have commentary, you can reach out to the school, club, organization or company streaming the event. Most often their contact information can be found on their official webpage.
If the Commentary is not in Sync
The main causes behind this are in the majority of cases related to either local network issues at the venue where the camera is installed, poor device network on the device you are viewing the broadcast on or the device your are viewing the broadcast on not being able to handle the workload.
For more information on this please see this article.