Contact Support
System maintenance – Tuesday March 6th 23:30 – approximately 04:00 (March 7th)
Tuesday, March 6th at 23:30 - about 04:00, there will be a planned maintenance work at one of our data centers.
There might be some access issues to your administration tool and your streaming account during the time of the service.
E-mail: 
Phone: +468 459 9000
Available 09.00 - 17.00 for all customers.
Customers with extended SLA (Service Level Agreement) can reach our support 24/7/365 by using their dedicated phone number. Or use the Live chat function
Qbrick IP ranges
Qbrick uses the following networks for streaming purposes:
194.14.240.0/24
194.14.241.0/24
194.14.242.0/24
194.14.243.0/24
194.14.244.0/24
Please make sure that you allow traffic to/from the IP ranges above. For Flash streaming it's of great value that you allow tcp port 1935 from the above IP ranges.
FAQ
Below you can find answers to commonly-asked support questions about our services.
ENCODING
VIDEO FORMATS
Q: Which video formats are supported?
A: Most video formats are supported by us, some kind of trial and error. Although we recommend the formats: MOV, MP4, MPG and WMV, which we know are supported by our encoders.
Q: What is the output format?
A: The output from our encoding servers is
Q: Why does the video clip I uploaded and encoded contain horizontal lines? How can I remove them?
A: The horizontal lines appear if the video clip is recorded in interlaced mode which is not supported by flash which we use at Qbrick. It is recommended that you only upload video clips in progressive formats. Most encoding hardware and software have a “deinterlace” filter that removes the horizontal lines.
Q: Is it possible to make my video clips available on mobile phones?
A: If you do not have the mobile feature you need to contact your sales representative. With a mobile encoding profile added to your account you can encode your video into the formats that work on iPhone, iPad and Android phones.
AUDIO FORMATS
Q: Is it possible to encode audio files?
A: Encoding audio files is possible to do. There is also a audio player available to use instead of the regular video player.
Q: Which audio formats are supported and what is the output format?
A: As for the video formats most audio formats are support. We recommend you to use MP3, WAV, WMA and ACC.
BITRATES
Q: Which bitrates are the files encoded into?
A: The regular bitrates the video files are encoded into are 2400, 1800, 1200, 800, 400 kbps. The mobile bitrates are for iOS: 32, 124, 232, 646 kbps; and for AOS: 330 kbps.
Q: Are there any requirements on the bandwidth to watch the videos?
A: To be able to watch the videos with the highest bitrates (2400 and 1200 kbps) you will need a bandwidth that corresponds to the bitrate plus an overhead, i.e. 1200 kbps corresponds to 1,2 mbits/s which will need a bandwidth on at least 1,2 mbits/s, plus some bandwidth for the overheads running in the network. The video player will choose the bitrate that suits best for your bandwidth in so called “Dynamic streaming”.
Q: Why does the encoded clip have a lower resolution?
A: When uploading a video in HD format make sure you choose to the HD encoding profile, otherwise the video will not come out with HD resolution. The video you uploaded can also be heavier than your bandwidth can handle and will in that case load a video with a lower bitrate and resolution.
DURATION
Q: How long time does it take to encode a video clip?
A: The encoding time depends on the length of the video clip. It takes about 3 times length of the video clip to encode it.
Q: Do I upload with FTP or HTTP?
A: FTP is always recommended, but if your network blocks FTP traffic you can upload files smaller than 500 MB using HTTP upload.
Q: I have a lot of video clips to upload. Do I have to upload them one by one in the VMS?
A: The VMS is used to create media objects, which is done one by one. If you want a custom solution for uploading video clips, talk to your sales representative.
Q: The video clip I was uploading got canceled. Do I have to start all over?
A: Unfortunately yes, since there is no third-party plug-in handling that kind of upload feature.
LIVE
NEW LIVE STREAM
Q: I want to set up a live stream. What do I need?
A: To send a live stream you need a live flash encoder hardware/software. Adobe Flash Live encoder is available to download on www.adobe.com. You also need the address and password to the flash live hub of your Qbrick account to start the live encoding. Normally you broadcast in either On2VP6 or H.264. A computer with high performance is not required but highly recommended. Check system requirements for the specific encoder hardware/software. The stream name can be set to anything. Lastly you need to create a media object that contains the flash live stream you created in the live encoder.
Q: What connection speed is required to broadcast live?
A: Your upload speed must be faster, preferably at least the double, than the data rate you choose to broadcast. This means that if you for example broadcast an 800 kbps stream you will need at least a 1.6 mbps (1600 kbps) connection. It is highly recommended that the connection has more bandwidth available than actually needed.
Q: How many cameras can I use in a live cast?
A: There is no limit on how many cameras you can use as long as there is only one encoded signal coming out from the encoder. There is also no limit on how many live streams you can have, but they must be in different media objects. Make sure to use different names on the streams.
Q: Is it possible to live stream from my mobile phone?
A: At the moment there is no live encoder for mobile phones.
Q: Can I publish a live stream that can be watched on an iPad or iPhone?
A: Yes, it is possible but the stream itself needs to have iPad/iPhone support. This requires the customer to have an encoder that can push HLS streams.
SUPPORTED FORMATS
Q: Can I stream in HTML5 other than flash?
A: No, HTML5 live streams are not possible at this moment.
Q: Is Wowza a format?
A: No, Wowza is a streaming server solution for live and on-demand audio and video. The Wowza platform can stream to several types of clients (smartphones, tablets and computers) and formats simultaneously. The Wowza platform is currently under development and therefore you will have check with Delivery & Support which formats and stream types are enabled in our Wowza platform.
Q: Why can't I play my saved F4V file?
A: Flash Media Live Encoder creates fragmented F4V (H.264) files that are optimized for streaming from Flash Media Server, which cannot be uploaded and encoded in the VMS unless you flatten them. The files can be flattened if you download the “F4V Post Processor” (available for Windows/Linux) from Adobe. http://www.adobe.com/products/flashmediaserver/tool_downloads/
BANDWIDTH REQUIREMENTS
Q: What are the minimum requirements when it comes to bandwidth?
A: Your upload speed must be faster, preferably at least the double, than the data rate you choose to broadcast. This means that if you for example broadcast an 800 kbps stream you will need at least a 1.6 mbps (1600 kbps) connection. It is highly recommended that the connection has more bandwidth available than actually needed.
Q: Which types of broadband can I use?
A: As long as the connection is stable almost any type broadband works. 4G can be used as a worst case backup, but it is preferred to have a wired connection. Make sure you have the right bandwidth required for the stream bitrate.
MAKE AVAILABLE ON-DEMAND
Q: I would like to save the webcast for on-demand purposes, how does it work?
A: Qbrick does not save the live stream by default. You have to save the webcast on the encoder and after the webcast you can upload the saved file to your flash on-demand account. In Flash Media Live Encoder you can check the “Save to file” checkbox and enter the location where you would like to save the on-demand file (FLV or F4V).
Q: Is the live stream encoded for on-demand use as well?
A: Flash Media Live Encoder creates fragmented FLV or F4V (H.264) files that are optimized for streaming from Flash Media Server. Files can be flattened if you download the “F4V Post Processor” (available for Windows/Linux) from Adobe at http://www.adobe.com/products/flashmediaserver/tool_downloads/.
HTML5
REQUIREMENTS
Q: I want iPhone streaming only. Is it possible?
A: Having the videos transcoded into only iPhone is not possible at this moment because the iPhone transcoding is added to the regular flash transcoding.
Q: Why is HTML5 required?
A: HTML5 is required to enable the HTML5 player to be shown in the iPhone and iPad. The video clip can be played in the HTML5 player only on the iPad. The iPhone on the other hand, will playback the clip in fullscreen. If you choose to play back the video in fullscreen on the iPad it will look exactly as the iPhone. So basically the players aren’t different but they look as if they were.
Q: Why isn’t the HTML5 working on the iPhone?
A: The HTML5 player itself will not be able to play the video on the iPhone since it playbacks the video clip in fullscreen. it will instead switch over to the iPhone’s native player.
Q: Why aren’t the customer’s videos working in the HTML5 player?
A: If the HTML5 feature recently was enabled the videos need to be re-encoded so that they will be available in the iPhone format. Enabling HTML5 doesn’t automatically make the videos viewable in the iOS.
Q: Do I need HTML5 to view videos on iPhone?
A: HTML5 is not required to view videos on iPhones since it uses its native player. Direct links work just fine to load the video.
SUPPORTED PLATFORMS
Q: Is it different players in the iPhone and iPad?
A: The HTML5 player will be shown in the iPhone and iPad. The video clip can be played in the HTML5 player only on the iPad. The iPhone on the other hand, will playback the clip in fullscreen. If you choose to play back the video in fullscreen on the iPad it will look exactly as the iPhone. So basically the players aren’t different but they look as if they were.
Q: I want to see the HTML5 player running on my computer. How can I do that?
A: The flash plug-in needs to be switched off in your browser. Either you can do it in the settings menu or, in some web browsers, type in “about:plugin” to show the current status of the plug-ins. This will only work in some browsers, the browsers that are able to playback the Android MP4 file (that also of course requires the file to be encoded to android as well).
HTML5 PLAYER MANAGEMENT
Q: Can I change the design of the HTML5 player?
A: Most changes done to the Pro 3 player will be applied on the HTML5 player. It’s about 80% “matching rate”. Some function may not be applied on the HTML5 player.
Q: Do features such as Smartclip and Videoplaza work in the HTML5 player?
A: Not for the moment. Some of the modules that are enabled to the Pro 3 player are not applicable to the HTML5 player.
PLAYER
PRO 3 VS PRO 4
Q: What the difference between the Pro 3 and Pro 4?
A: The main difference between the Pro 3 and Pro 4 is that the Pro 4 is easier to re-design because it’s built up by modules. The looks and layout between them both is the first thing you will notice. The Pro 4 also got support for external custom modules such as widgets.
Q: Does HTML5 work with the Pro 4 player?
A: Not for the moment, but it is being developed.
Q: I want to design the player on my own. Is it possible?
A: It is possible for the customers to build their own players using the APIs that are posted in the VMS. Advanced users would know how to build players with the APIs.
EMBEDDING
Q: Which embed code should be used?
A: There are four types of embed codes to use depending on the purpose. To just share a video the direct link works fine. The <div> embed code is the one the works in most cases when the player is going to be inside a website.
Q: Why aren’t some embed codes working?
A: Some systems don’t allow all types of embed codes, mostly due to javascript issues. It is known that some CMS systems could be blocking the embed code. In that case try a different one.
Q: I want the embed codes for Facebook. Where can I get them?
A: There is a new feature in the VMS, a Facebook button. When the facebook button is clicked you will be redirected to Facebook with the embedded video ready to share.