If I had to assist a live influencer who is having troubles with a 4K60 Pro MK.2, I would first jump into their stream and get a detailed description of what is happening. The influencer tells me the video capture signal drops occasionally. Being in the stream allows me to see exactly what is going on so that I can run through a list of basic fixes. I can ask the influencer to check the connection to the capture card and the connection to the system. Loose cords can lead to a signal drop if not plugged in correctly. If the cords are all plugged in securely, I would then suggest to try a new HDMI cord if they have them available.
In a worst case scenario they may need to re-seat their 4K60 Pro, but this would require the stream to go offline. If none of the basic fixes work, ask the influencer if I may direct message them to further assist them with more advanced solutions. If a basic fix works, chat can spam “PogChamp” and we can possibly get more sales simply for being great at support. If a more advanced fix is required, the influencer knows they can rely on me to be there for them until the problem is solved.