How to troubleshoot the Live Stream problem

If we encounter customers who complain that the live stream can not play, just as the following shows. What should we do?

https://v2uploads.zopim.io/W/Q/3/WQ3WwTzydOde5ZjI2mqBbchszl1fT2G5/be01a3aec6464ab7b5d4357d267fc5ce2eaf3233.jpg 

1st, the Live Stream is only available in the African Countries. The customers who try to access the Live Sream feature from other continents can not access Live Stream on MSport platform.

So, we should ask the customer "Where are you now?" or other questions to confirm their true physical location.

2nd, Even the customer is physically in Africa Countries, the customer might use VPN, which might block the customers to access the "Live Stream" feature while they are using VPN.

So, we should ask the customer "Whether are you using VPN now?" to confirm whether the customers are using the VPN or not. If the customer uses VPN, we can suggest the customer to disconnect the VPN and try again.  "Can you disconnect the VPN to try again?"

3rd, We can pick a match and check the live stream on our side.
If the live stream feature works, we can suggest the customer to try with other network. 
If the live stream feature is down, please escalate it to troubleshoot the problem immediately.