If you experience infinite loading when joining a broadcast in Original or High Quality on PC, please check the following:
[Example Symptoms]
- Only SOOP ads appear on a black screen, with 0 viewers and unable to join the broadcast
- Only a loading indicator appears on a black screen, with 0 viewers and unable to join the broadcast
- Restart your PC
- If infinite loading occurs, please check Task Manager > Details > SOOPStreamer > Status
- If the status is shown as “Suspended,” restarting your PC can resolve the issue
- If your PC has not been restarted for a long time, required patches may not have been applied
- Restarting your PC will automatically apply the latest patches
- Clear browser cookies and data
- If the issue occurs only in a specific browser, please clear the cookies and data for that browser
- Reinstall the High Quality Streamer program
- This issue may occur if the High Quality Streamer is not properly installed or not functioning correctly. Please follow the steps below to reinstall:
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
- Add exceptions for SOOP-related programs in antivirus software (e.g., V3, Alyac)
- If antivirus software is running, it may block the High Quality Streamer from functioning properly
- Please add SOOP-related programs to the exception (allowlist) in your antivirus or security software
- Check Startup Programs
- Task Manager > [Startup] tab
- If “SOOP Package” is set to Disabled, please change it to Enabled
- If using Chrome extensions
- Go to the browser menu (top right 3 dots) > Settings > Extensions
- Turn off or remove installed extensions (e.g., Tampermonkey, AdBlocker Ultimate), then try joining the broadcast again
- Excessive extensions or blocking by extensions may cause infinite loading
- If proxy settings are enabled on your PC
- Proxy settings may affect IP changes and prevent proper installation or execution of the High Quality Streamer
- Go to Windows search > Proxy settings > Turn OFF “Use a proxy server,” then try again
- Please check whether your internet connection is functioning properly. We recommend contacting your internet service provider for further inspection if needed.
If you are still unable to join broadcasts in Original or High Quality after trying all the steps above, please contact Customer Support via 1:1 inquiry or reach out to the Customer Center. We will assist you by checking the issue through remote support.