My remote monitoring or streaming session keeps dropping, lagging, or freezing. How can I fix it?

1. Close the remote monitoring session in DaVinci Resolve and start it again.
2. Lower the bitrate in the Remote Monitor session settings and re-test. Very high bitrates need a strong, stable connection at both ends.
3. Make sure your local internet connection is stable, a wired Ethernet connection is more reliable than Wi-Fi for monitoring.
4. Right-click the feed and choose Show Stats to check for packet loss, jitter, or high latency, which point to a network problem on the viewing end.
5. Restart DaVinci Resolve, and if the problem continues, restart your workstation.
6. If sessions still drop or freeze after these checks, contact post-support@amazonstudios.com, some TURN server and routing settings can only be adjusted on the server side.

When to contact support

If the self-service steps above don't resolve your issue, reach out to the team that handles your type of request:

ProdTech: post-support@amazonstudios.com

ProdTech manages Studio in the Cloud, including initial user onboarding, new account creation, and provisioning access to storage, workspaces, cloud workstations, applications, and tools, plus the setup, performance, and technical issues covered in this guide.

TechOps (TOPS): support@amazonstudios.com

TechOps manages your Originals Access account, and will assist you with issues around Okta sign-in/SSO problems, password resets, MFA/2FA resets (including a new phone), and account lockouts.

TechOps also handles requests for access to specific applications (such as Box, Flow Capture, or Aspera on Cloud).

When contacting us, help us resolve your issue quickly by always including:

• Your full name and account email (@originalsaccess.com).
• A clear description of the problem and the exact error message you see (a screenshot helps).
• Your show code and show name
• The show/workspace, workstation, or application involved.
• When the problem started and what you've already tried.

Please open a new request for each separate issue rather than replying to an older, resolved one, so it reaches the right team.