Cerevo Dashboard Resolution of Google Account Linkage Failure Issue


We sincerely apologize for any inconvenience caused to users of our live streaming products due to the Dashboard Google Account linkage failure issue that occurred on December 10, 2019. However, we are pleased to report that the issue has now been resolved.

It is now again possible to log in and stream via YouTube Live using the Google Account linkage feature in Dashboard. For the recovery procedure, please refer to the Cerevo Dashboard Google Account Link Recovery Guide.

A detailed report of the issue and actions taken is as follows.

Issue Description

  • Can’t log in to Dashboard with a Google Account
  • Can’t log in to YouTube Live when linking a new Google Account from Dashboard

Effected Devices

  • LiveShell 2
  • LiveShell PRO
  • LiveShell X
  • LiveWedge

Issue First Occurred

10th December 2019 (JST)

Resolution Date

8th May 2020, 10:00am (JST)

Technical Details

In Dashboard, the Google Account linkage feature uses an API for logging into a user’s Google Account and connecting with YouTube Live, this API link had not been updated to conform to new guidelines set by Google and subsequently was disabled. 

Resolution and Future Actions

In order for Dashboard to again use the API for logging into a user’s Google Account and connecting with YouTube Live, the API has been updated to conform to Google’s new guidelines. As every new API link has to be reviewed by Google before being approved for use this resulted in the issue taking considerable time to be resolved. We recognize that we should have been more proactive in updating the API link before it was disabled. We take this situation seriously and are reviewing our management and operation systems to ensure this does not happen again.

Together with the actions taken after the Dashboard connection failure that occurred in February 2020, we will further strengthen the maintenance and operation of Dashboard and related products for the continuous stable operation of our services.

Once again we sincerely apologize for any inconvenience caused to our users as a result of this issue.

For any additional questions, please contact the Cerevo Customer Support team at – support-global@cerevo.com.

Sincerely yours,
Cerevo Inc