If you experience infinite loading when selecting Original or High Quality while watching a stream on PC, please check the following:
- Restart your PC
- Turn off real-time scanning in V3/antivirus software or add an exception (allowlist)
- In some cases, antivirus real-time scanning may interfere with normal operation
- Please try disabling real-time scanning or adding SOOP as an exception
- If you are using V3, please refer to the guide regarding infinite loading during stream participation
- Check the Startup Programs list
- Task Manager > [Startup] tab
- If “SOOP Package” is set to Disabled, change it to Enabled
- Reinstall the High Quality Streamer program
- If uninstalling via Windows settings does not work properly, please follow the steps below:
STEP 1: End “SOOP Package” in Task Manager (Ctrl + Alt + Del)
STEP 2: Delete the folder at
C:\Users\Username\AppData\Local\SOOP
- Please note that “Username” may vary depending on your Windows account
STEP 3: Install the High Quality Streamer
- Windows: https://creatorup.sooplive.co.kr/SOOPStreamer_installer.exe
- Mac: https://creatorup.sooplive.co.kr/SOOP_MAC_Installer.pkg
- Please copy and paste the URL into your browser to download
- Turn OFF all browser extensions
If the issue persists after trying all the steps above, please contact Customer Support via 1:1 inquiry and include your contact information for remote assistance. Our team will review and help identify the cause.
[ 1:1 Inquiry]