Help & Troubleshooting

Both No sound at all (Zoom and YouTube)

The chapel sound reaches the laptop through two small wireless audio boxes. If neither platform has sound, one of them may be off.

1. Check the box at the pulpit first — it should show a blue light. This is the one that sometimes gets switched off; turn it on if needed.
2. Only if the pulpit box is on and there is still no sound: check the box by the broadcast laptop. It is almost never off (about once in three years), but confirm its blue light.
3. If both boxes show a blue light and there is still no sound, check OBS: click Sources, double-click Pulpit Mic, and make sure it is turned on and passing sound through the system.

🔍

🔍

Both The sacrament music is not being heard

You are probably still on the Live Broadcast scene. Click the Sacrament scene, and make sure the green headphone icon next to Sacrament Video in the Audio Mixer is on (green, not gray).

🔍

Zoom No sound, or the wrong microphone is being used

Zoom must listen to OBS through the virtual cable.

1. At the bottom of Zoom, click the small up-arrow ( ^ ) next to the Audio button.
2. Under Select a microphone, click CABLE Output (VB-Audio Virtual Cable) so it has a checkmark.
3. Make sure Original sound for musicians also has a checkmark.

🔍

Zoom The music or talks sound choppy / cut out

1. At the top of Zoom it must say “Original sound for musicians: on”.
2. Open Zoom audio settings and confirm the three boxes are checked: High-fidelity music mode, Echo cancellation, Stereo audio.

A small delay (about half a second) between the picture and the sound is normal — nothing to worry about.

🔍

YouTube No sound at home

1. In OBS, look at the Audio Mixer — the Pulpit Mic bars should move when someone speaks.
2. Make sure the mic is not muted (the speaker icon under it should not be red).
3. For the sacrament, use the Sacrament scene and confirm the green headphone icon on Sacrament Video is on.

Both The chapel camera picture will not appear in OBS

Sometimes the camera does not wake up when OBS opens — the preview is black or frozen. This usually fixes it. Try the steps in order.

First, check the camera itself is on: the small POWER light on the side of the camera (up front) should be lit. If it is dark, the camera has no power — check its USB cable at the cart.

🔍

Next, reset the camera inside OBS:

1. In the Sources box (bottom-right), click Camera once to select it, then click the gear/cog at the top (“Open Source Properties”).

🔍

2. In the Device box, choose Surface Camera Front, then click OK.

🔍

3. Open the Camera properties again, change Device back to UVC Camera, and click OK. This forces OBS to grab the chapel camera again.
4. Still black? In that same window click Deactivate, wait a second, then it re-activates (or toggle it off and on).

🔍

If the picture still does not come up, try these in order:

• Close any other program that might be using the camera (Zoom, the Windows Camera app), then redo the steps above — only one program can use the camera at a time.
• In Sources, click the eye icon next to Camera to hide it, then click it again to show it.
• Close OBS completely and open it again.
• Unplug the camera’s USB cable from the cart, wait about 10 seconds, plug it back in, then redo the OBS steps.
• Restart the laptop. This is the most reliable fix — after it restarts, open OBS and check the Live Broadcast scene.

Zoom The video is black, or only shows “West Building”

This means Zoom is not receiving the picture from OBS.

1. In OBS, make sure the button reads Stop Virtual Camera — that means the virtual camera is running. If it says Start Virtual Camera, click it.
2. In OBS, click the Live Broadcast scene so the chapel is showing. (If OBS itself is black, see Camera won’t appear above.)
3. In Zoom, make sure the Video button is not turned off (no red line through the camera icon).

🔍

Zoom Showing the wrong camera (a Surface or laptop camera)

1. Click the arrow next to the Video button (or the camera box in the join preview).
2. Under Select a camera, choose OBS Virtual Camera so it has a checkmark.

🔍

Zoom The chapel picture looks blurry or soft

The Blur my background option has been turned on by accident. Click the arrow next to the Video button and turn Blur my background OFF.

🔍

Zoom The chapel looks flipped or mirrored

1. Click the arrow next to the Video button → Video & effects settings.
2. Find Mirror my video preview and click it so the picture reads the right way around.

(This only changes how it looks on this computer — it does not change what people at home see.)

🔍

YouTube The video is black or frozen

1. Confirm the camera base light is blue.
2. In OBS, click the Live Broadcast scene — you should see the chapel. (If OBS itself is black, see Camera won’t appear above.)
3. If OBS itself is black, the camera may need a moment; wait, then click the scene again.

Zoom I can’t find the Sunday Broadcast meeting

On the Zoom Home screen, click Recurring (1) near the lower right. The Sunday Broadcast is inside there. Then use the three dots … → Start meeting.

🔍

YouTube Says “offline,” “No data is being received from your stream,” or the Go live button is greyed out

This means YouTube is not receiving the picture from OBS yet — so Go live stays greyed out or hidden.

1. Go back to Start the broadcast in OBS and confirm the button reads Stop Streaming (if it says Start Streaming, click it).
2. Wait 10–20 seconds — YouTube needs a moment to detect the signal, then Go live will light up.
3. Still greyed out? Make sure you opened today’s scheduled event (not a brand-new stream). For more, see YouTube’s Troubleshoot your live stream.

YouTube I went live but nobody can see it

Make sure you opened today’s scheduled event and pressed Go live. If you started a brand-new stream instead of the scheduled one, end it and open the scheduled “Upcoming” event for West Bountiful 1st, 7th & 8th Wards.

YouTube The stream paused, or is running far behind (more than about 20 seconds)

Sometimes the YouTube player on the laptop pauses or drifts behind real time. It does not stop the broadcast, but it is confusing when you are watching to check it.

1. On the YouTube watch page, if the video is paused, click the play button.
2. Drag the time slider all the way to the right — the live edge — so the player jumps back to live.