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User is not able to access the stream despite the permissions are enabled

Last updated: September 22th 2026 · Status: Validated · Article ID: 3951686

💻 Environment/Context

  • Live 
  • Account types 
  • Permissions 
  • Media Library
  • Can't access stream
  • Error message

 

 

❓ Issue/Question

  • When I select “Live” on the account listed above, the following error occurs. Something went wrong Please try again. If the issue persists, contact our support team via chat for assistance
  • The error looks like a platform fault, and the account's Live permissions appear to be enabled correctly

 

 

👌 Resolution/Answer

  • The issue is likely caused by a missing permission in the account type settings
  • Check the Media Library permissions on the account type
    • Go to Configure → Users → Account Type and open the account type the user belongs to 
    • Enable Media Library → Can view page 
    • Also, confirm Media Library → Can view live media is enabled
  • Refresh the page

 

 

🔖 Notes 

  • If the error persists, check tag restrictions:
    • If the stream carries tags and the user belongs to an external group with tag access rules, the stream must carry every tag the rules require
    • Add the missing tags to the stream, or adjust the group's rules