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Live view connected but no video arrived

You might be here because: “connected, but no video arrived” · “black screen in the session window” · “Couldn’t show the live view” · “Live view is not available yet” · “Waiting for the session… forever” · “Connecting to the live stream… and nothing” · “Session media credentials are temporarily unavailable” · “screen is black” · “can’t see the phone” · “video not showing”

Short answer

The window reached the streaming server but no picture came through. This is usually temporary: press Retry. The task itself may still have run and nothing was cancelled — a stream that arrives late still appears.

Check first

  • Is the session still running (Sessions tab)? A closed session has no video.
  • Your own connection: firewalls or VPNs on your computer that block streaming will show this.
  • App up to date?

Likely causes and fixes

  1. Stream not published yet. Message: “Couldn’t show the live view — connected, but no video arrived. The task itself may still have run, and nothing here was cancelled — a stream that arrives late still appears. This is usually temporary, so press Retry. If it keeps happening, contact support.”. Fix: Retry.

  2. Still connecting. “Waiting for the session…” / “Connecting to the live stream…” / “Connection dropped — reconnecting…” are normal transitional states. Give it a few seconds; if it stays, Reconnect.

  3. Session is closed. A video token is refused for a closed session (HTTP 403 “Cannot mint … token for closed agent session”). Launch the profile again.

  4. Streaming not available on this deployment. HTTP 503: “Live view is not available yet: no machine on this deployment has streaming set up…”. On the hosted service this points at a service-side problem; try again shortly.

  5. “Session media credentials are temporarily unavailable — please retry in a moment.” A service-side hiccup. Retry.

If it still fails

After several retries over a few minutes, press Talk to a person in this chat (or open Help) and include the session id, the exact message and the time. Nothing here needs an account or billing action; persistent 503s are looked at by a person.