A live match broadcast does not start with the play button in your app, nor does it end there. Behind every moment that reaches your screen, there is a long chain of technical and production work involving several parties before the video and audio reach your device. An issue may happen at any stage of this chain.
The stages of the live broadcast journey
1. The broadcast production team at the stadium covers the match on-site, including cameras, direction, audio, and replays. It creates the original signal, meaning the first version of the video and audio as they come out of the stadium.
2. The original signal is then sent to the production company’s broadcast center. There, the signal is checked to ensure the audio and video quality is stable, the delay rate is acceptable, and there are no issues with colors or sound before the final version of the signal is shared with the rights-holding broadcasters, such as thmanyah.
3. The broadcaster, thmanyah: thmanyah receives the final signal from the broadcast production company, monitors it, prepares it technically for different devices, then passes it to the content delivery network systems.
4. Content Delivery Network «CDN»: This is a technical layer that comes after the broadcast has been prepared. It delivers the stream to viewers through multiple routes and servers. This helps improve stability, increase playback speed, and reduce pressure on the technical infrastructure.
In the end, the viewing experience may vary depending on the quality of the viewer’s internet connection, the device type, and the app version.
ℹ️ thmanyah’s ownership of broadcast rights does not include control over the stadium cameras or microphones.
Where can the issue start?
1. The issue may start in the original or final signal from the broadcast production source. For example, missing crowd sound, weak stadium audio, or a problem with a specific shot. These types of issues do not start from the app, the content delivery network, or your internet speed. They come from the original signal before it reaches thmanyah.
2. It may also occur during the transfer of the signal among the three parties: the broadcast production source, the broadcaster, and the content delivery network.
3. It may happen while preparing the broadcast for different platforms.
4. It may happen in the content delivery network and its infrastructure.
5. It may also happen because of your internet connection, device, or app version.
Missing crowd sound as an example
Missing crowd audio with a clear picture often stems from the original stadium signal rather than the app. thmanyah monitors and coordinates with signal sources to mitigate such issues, but lacks direct control over stadium microphones to restore lost sound.
We prioritize resolving all technical problems. Internal system issues are fixed immediately, while issues from external sources are followed up with relevant partners to improve overall quality for viewers.
What does thmanyah do when an issue appears?
We do not limit broadcast issues to one possible cause. We check the full path: from the condition of the signal when it reaches us and the source of the issue, to the scope of affected users, devices, regions, and service providers.
1. We review the signal quality: did it reach us correctly? Did the issue appear before or after we received the signal?
2. We monitor platform and playback system performance: is the issue general, or does it affect a specific group of users?
3. We check the content delivery network and its routes.
4. We compare the experience across devices, regions, and internet providers.
5. We coordinate with the signal production source if it is confirmed that the issue started before the signal reached us.
6. We update you with what can be explained clearly, without unnecessary technical complexity or inaccurate promises.
What can you do if you face an issue?
1. Make sure the app is updated to the latest version.
2. Check that your internet connection is stable by testing it on speed.cloudflare.com.
3. Contact customer support if the issue continues.
Information that helps us find the source of the issue faster
When contacting customer support, please send us:
1. The time the issue appeared.
2. The match name.
3. Your device type, operating system, and operating system version.
4. Your thmanyah app version.
5. Your connection type, such as Wi-Fi or mobile data, and your service provider.
6. A screenshot of the error message, if one appears.
FAQ
1. Is every broadcast issue caused by «thmanyah App»?
Not necessarily. The issue may start from the original signal, the preparation stage, the content delivery network, your connection, or your device. We review the full path before identifying the cause.
2. What does a broadcast signal mean?
The original signal is the video and audio as they come from the pitch: camera shots, stadium sound, replays, and graphics before the broadcast reaches us.
3. Who produces the match signal?
The signal is produced by a specialized production team that covers the match on site. It manages the cameras, direction, audio, and replays before delivering the signal to the broadcasters.
4. Does owning broadcast rights mean full control over match production?
Not necessarily. Broadcast rights give the right to show the match to the audience. However, producing the signal from the stadium may be handled by another specialized party.
5. Why does the match work for one user but not another?
The experience is affected by internet speed, service provider, device type, app version, and user location. For this reason, an issue may appear for one group of users but not others.
6. If the crowd sound cuts out, can thmanyah fix it directly?
It depends on the source of the issue. If the sound is missing from the original signal, we coordinate with the production team. If the issue appears after the signal reaches us, we handle it from our side.
7. What is the difference between buffering, low picture quality, and audio loss?
Buffering is often related to the connection or the content delivery network. Low picture quality may result from internet speed or signal quality. Audio loss may come from the source, the player, or your device.
8. Does changing the content delivery network solve all broadcast issues?
Not necessarily. Adjusting the network setup can improve broadcast stability and reduce buffering at the delivery layer, but it cannot fix an issue that started from the original signal.
9. Does thmanyah control the graphics and information shown on screen during the match?
No. Live match graphics like scoreboards, time, and VAR info are part of the original signal, so thmanyah doesn't control them. However, thmanyah may produce graphics for post-match content, highlights, or clips.
10. When should I contact customer support?
Contact us if you encounter a persistent issue that appears on your side but not on other users'.