There are 5 major factors which can cause usability issues on the user’s end:
Device
The multitude of devices, browsers, operating systems and protocol standards, it is entirely impossible to guarantee a 100% compatibility with every device and software setup on the planet. However, it has to be the highest goal to achieve the maximum of device compatibility. This is why using the correct codec and following the live-streaming setup guide is crucial. That’s about all you can do. There will always be viewers whose devices have issues, are outdated, have software conflicts, hardware problems and cannot connect, or sustain a live-stream. Despite all measures taken to keep this number as low as possible, a certain remnant of users with device issues is to be expected.
Local Network
Just like on your side as a publisher, the user’s connection is subject to a local network, too. Although less extensive, each user has a local hardware and software setup which may include cable connections, router, WiFi hub.
Cell Phone Networks
Cell Phone Networks are among the most volatile ways to connect to the internet, thus among the riskiest types of connections to watch a live-stream. While it may be possible in many cases, being subject to many different influences, a data connection of a cell phone network can easily drop from one second to the next. This is especially true on the road while between cell phone towers, in certain regions with limited coverage of a particular network, or in busy places where a network is used by a multitude of clients at the same time.
Internet Service Provider
They often tend to be large cable companies, spoiled with tens of thousands of clients, or with a monopoly in a specific region. In many cases it is very hard to receive a decent level of knowledgeable customer care. Your viewers are subject to the same need for reliability and stability of the local ISPs cable networks, hubs, connections, proxy servers and signal routes, as you are as a publisher on your end. Small glitches in the network, a temporary slow-down, or a hardware update somewhere within the ISP’s cable system, can interrupt a viewer’s internet connection just enough to lose the connection to a live-stream. If this happens sequentially, it can – understandably – lead to frustrations on the viewer’s end.
Knowledge
Not every user who attempts to view a live-stream has the same knowledge-level in the area of technology, computers, smart phone devices, tablets or local WiFi and internet connections. It is important to understand the possible limitations in the area of tech-skills and knowledge. In some cases it may be enough to point to the user manuals of devices used. In other cases it may require the user to have a computer-wizz swing by for trouble shooting, or to make a phone call to his/her local ISP.
Check out Troubleshooting - Publisher Side or Troubleshooting - CDN Side