How to fix live streaming issues?
Most live streaming problems are fixed on your side: refresh the page, switch to Chrome or Safari, update your browser and operating system, clear the cache, and restart your device and network. Note that going live requires a premium plan (Basic, Plus, or Pro).
If a live stream will not load or behaves unexpectedly, start with general client-side fixes: refresh, close other browser windows and apps, try a different browser (Chrome or Safari are recommended), update your browser and OS, clear the browser cache, and restart your device and home network. In the mobile app, uninstalling and reinstalling the latest version resolves most issues. If you cannot start a live stream yourself, check your plan — Live Streaming is available only with premium plans.
A live stream will not load or keeps stalling#
- Refresh the page, or close all browser windows and restart the browser.
- Reduce the number of apps running on your device.
- Try a different browser — Chrome or Safari are recommended. The Brave browser may not fully support the platform.
- Update your browser and your operating system to the latest versions.
- Clear the browser cache, then restart your home network and your computer or device.
- In the mobile app, uninstall the Gan Jing World app and reinstall the latest version.
You cannot start a live stream#
The Live Streaming feature is exclusively available as part of the premium plans:
- Included in: Basic, Plus, and Pro.
- Not included in: the GJW+ Kids plan.
- If you do not see the option to go live, check which plan your account is on.
For a complete overview of the features offered in each plan, visit https://www.ganjingworld.com/premium/gjwplus
How to report a live streaming problem#
If the fixes above do not help, report the problem to Customer Service through the help/feedback entry. Providing the following details helps the team reproduce the issue:
- Your account email and channel link.
- Whether the issue happened in the GJW app or on the website — and the app version if you were using the app.
- A clear description of the problem, including the steps that lead to it, with screenshots or a video recording if possible.
Still need help? Contact Customer Service via the help/feedback entry. Including your device, operating system, browser, and screenshots speeds up the investigation.