Troubleshooting Monitoring

Stream Shows “Down” But Is Working

CloudRadio validates every stream URL before monitoring begins. If the stream is reachable at that point, monitoring starts normally. A “Down” status later means the probe genuinely cannot connect. Common causes:

• Firewall or IP blocking: your server may have started blocking the probe IP after monitoring was set up. Whitelist the CloudRadio monitoring probe: 198.27.80.58.
• Listener limit reached: if your streaming server has a maximum listener cap and all slots are full, the probe cannot connect and reports the stream as down.
• DNS changes: if you changed DNS records for your stream URL, the new records may not have propagated yet. Wait a few minutes, then use the Check Now button (visible when the stream is down) to recheck.
• Non-standard ports: make sure the URL includes the correct port number.

Not Receiving Alert Emails

If alerts are enabled but you are not getting emails:

• Verify the email: notification emails must be verified before they receive alerts. Check the Notifications section for a Pending status.
• Check spam/junk: alert emails may be filtered. Add CloudRadio to your contacts or allowlist.
• Account holder toggle: make sure Notify account holder is enabled on the stream’s notification settings.
• First-check suppression: alerts are not sent when a stream transitions from Unknown to Down on the very first check. Wait for the stream to go Up first, then alerts will fire on future outages.

Widget Not Displaying

If the Automatic Status Banner is not showing:

• Verify the embed code is correctly placed on your website
• Use the Test button on the stream detail page to display the widget for 30 seconds
• Check your browser’s developer console for JavaScript errors
• Ensure the widget script is not blocked by an ad blocker or content security policy

Monitoring Probe IP

CloudRadio runs health checks from a single probe server. If your streaming server uses IP-based access control, add the following address to your allowlist:

198.27.80.58

This is the only IP that needs access. Blocking it will cause your stream to report as down.