FREQUENTLY ASKED QUESTIONS

VIDEO ON DEMAND - VOD

How can I cast/watch my VOD on my Smart TV?

If you have a cast-compatible device on the same Wi-fi network on which you have accessed the viewing page, a Cast icon will appear on your viewing page as soon as the stream has been activated.

Casting enables viewers to use either a Google Cast compatible device such as Chromecast, or an Apple AirPlay compatible device such as AppleTV, to stream video and audio content to a compatible TV or sound system. Tap the icon in the control bar to stream your content on a cast-compatible device. On The Stage does not provide technical support for issues that may arise during the casting of your online video to your alternate device. If you are experiencing issue with casting, we recommend that you return to watching the stream on the native device.

If the cast button doesn't appear (see examples below of the cast button), it means there isn't a cast-compatible device on the same Wi-fi network, therefore you cannot cast the stream.

       

  1. To watch the performance on your SmartTV or other supported smart devices connected to your TV, On The Stage recommends using Apple AirPlay or Chromecast (formerly "Google Cast") compatible devices. 

For detailed information and instructions from Apple on how to use or troubleshoot AirPlay, please copy and paste one of the links below into your browser window:

The Basics: https://support.apple.com/en-us/HT204289

Troubleshooting: https://support.apple.com/en-us/HT204291

For detailed information and instructions from Google on how to use or troubleshoot Chromecast, please copy and paste one of the links below into your browser window:

The Basics: https://support.google.com/chromecastbuiltin/answer/3228332?hl=en&ref_topic=6108478

Troubleshooting: https://support.google.com/chromecast/troubleshooter/2995236

What types of devices can I use to watch my VOD?

Your VOD can be streamed to any device with a Wi-Fi connection and fast download speed. You can watch on your smartphone, tablet, laptop or desktop computer, or on a smart TV.

Your single-sign on viewing link will only work on one device at a time. The link cannot be shared to multiple devices or viewers without previously logged-in devices being dropped from the stream.

What can I do if my stream isn’t loading properly or stops?

On The Stage serves the highest quality streaming experience possible based on your device’s available bandwidth. If you’re having issues with the stream, check to be sure you have sufficient download speed. You can do a quick and easy diagnostic test at www.speedtest.net.

In order to increase your device’s bandwidth, disconnect any other devices that are connected to the internet while you are watching the show.

To avoid the stream being cast from your device to your TV from unexpectedly stopping, any sleep/energy save mode settings or auto screen lock features must be temporarily disabled for the duration of the broadcast

If you are having problems initiating your performance stream from your internet connected device, here are the troubleshooting steps we recommend taking:

- Restarting your browser. 

- Check that you're using the most updated version of Google Chrome, Safari, and/or Microsoft Edge. ***Please note: Videos from our platform will not work on Internet Explorer. Please update to a different browser before watching your video.*** You can confirm this by finding the "About" menu for your specific browser and checking for updates. Most streaming issues can be resolved taking this step.

- Clear your browsing history and/or browsing cache. This can usually be found in your browser's preferences or settings menu.

- Make sure that your internet connection is stable. You can test your connection speed by going to speedtest.net.

- Close any extra browser tabs or windows and other apps that may be open or running in the background.

- Restarting your computer.

Will my VOD stream better on some browsers than others?

For optimal stream quality and viewing experience, we recommend that you watch your VOD on one of the following browsers:

Desktop
The most recent versions of the following:

  • Chrome
  • Edge
  • Firefox
  • Safari

 

Mobile Web

Minimum browser versions of the following for Android 4.4+ and iOS 11+:

  • Chrome for Android
  • Facebook In-App Browser (Casting is not supported.)
  • Safari for iOS

 

Smart TV

  • Samsung Tizen - 2018+

Who can answer my questions about purchasing tickets or how to view the stream?

The Support Team at On The Stage is happy to assist patrons with any questions they may have regarding purchasing a ticket or streaming a production. You can reach out to us at [email protected]

What are On The Stage’s hours of operation for email support?

The Support Team is available Monday-Friday,10am-6pm EST. Reach out to us at [email protected] and we will be sure to get back to you within 24 hours!

How can I watch my VOD?

Once you have purchased a ticket, you will receive a viewing link and a unique activation code in your confirmation email. Use this link to access the secure viewing site.

Once activated, your viewing link will allow unlimited viewing 24 hours from the time of activation. 

To watch the show, just click the Start Stream button at any time during that viewing window.

You can pause, fast forward, rewind, or start from the beginning.

I’ve misplaced my confirmation email. How can I access the performance stream?

Just reach out to [email protected] We’ll be happy to resend your confirmation email within 24 hours.

Can I change my confirmation email address?

Yes. If you need the confirmation and viewing link sent to a different email address, please reach out to [email protected]

Keep in mind that each link allows for a single user sign on. If the link is used to access the streaming page on more than one device, the newest sign on will drop the previous one from access to the stream.

Will I need to download an app in order to watch my VOD?

No. Your VOD is streamed to a secure viewing page, which you can access from your web browser.

How long do I have to watch the movie?

Once your viewing link is activated, you will have access to unlimited views for 24 hours.

How many times can I watch the show?

You will be able to view the stream as many times as you’d like within the 24-hour period that begins when you first click Start Stream.

Can I download my VOD to my device?

No, your VOD is not available for download. You must be connected to the internet at the time of viewing in order to watch your VOD on your device.

You will have 24 hours from the time the stream is activated to watch the performance. If you want to view it again after that time, you must purchase another ticket.

I activated the stream by accident. Can I extend the 24 hour period?

Unfortunately, no. Once you have confirmed that you want to activate the stream, your access will expire in 24 hours. If you wish to watch the performance again, we recommend purchasing another ticket.

Can I get a refund for my purchase?

All ticket sales are final and refunds are not permitted.

Are there any geographical limitations on where I can watch my VOD?

There are no geographical restrictions on your viewing link. You will be able to watch the production from anywhere you can access a suitable internet connection.

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