Dear Proto family,
We hope this message finds you well. We greatly appreciate your continued support and trust in our services. We understand the importance of seamless experiences when using our Beam App and live beaming functionalities, and we regret any inconvenience that some of our customers may have recently encountered.
There have been recent discoveries of inconsistent or degraded audio and video quality when live beaming. We want to assure you that our technical team is fully aware of the issues that have been reported and is working diligently to diagnose and resolve them as swiftly as possible.
In the meantime, we'd like to offer some recommendations to help mitigate potential disruptions during your important events and gatherings:
- Test Live Beams in Advance: We highly recommend that you conduct preliminary tests of live beams at least 48 hours before your scheduled events. This will allow you to identify and address potential issues well ahead of time.
- Follow the troubleshooting steps:
- These steps often resolve common issues and help you resume your activities smoothly.
- Ensure stable internet connectivity.
- Restart the Beam app and your "M" device.
- Check for any pending software updates for the Beam App.
- No return feed audio or video:
- Stop and start the Return Feed
- Restart the Proto M or Proto Epic
- Return feed audio or sound problems:
- Share the return feed URL to another external device like a laptop or tablet. Listen to the return feed audio output from that device
- Within the beam app, close the return feed window and use the built-in Microphone or Airpods for audio input.
- These steps often resolve common issues and help you resume your activities smoothly.
We apologize for any inconvenience you may have experienced and want to express our gratitude for your patience and understanding. If you have any questions or concerns, please do not hesitate to reach out to our dedicated support team at support@protohologram.com.
Thanks from the Proto team