Frequently Asked Questions About Livestreaming

We want to provide you with as much information as we can to help you feel confident and excited about our upcoming virtual programming. If you don’t find the answer to your questions below, please contact mail@newstagetheatre.com for additional support. Please allow 24 to 48 hours for a member of our team to respond to you.

I BOUGHT A SINGLE TICKET
After your purchase, you’ll receive an immediate confirmation email of your payment. Depending on the system set up for ticketing and streaming for the event, will depend on when you receive a link to the performance. When you do receive the email with the link, simply click the link in your email to get to the streaming site. Once there, simply press play and enjoy!

DO I NEED A PHYSICAL TICKET?
You will not receive physical tickets. This season will strongly rely on email communication. In order to ensure that you are receiving emails, consider adding mail@newstagetheatre.com to your contact list. If messages from New Stage Theatre are being filtered as spam, you can add us to your “safe sender” list.

I DON’T SEE AN EMAIL WITH MY LINK.
Make sure that you check your junk folder or folders that sort out promotional emails. You can search for an email from New Stage Theatre, Choice Ticketing, or ShowTix4U. If you still can’t find it, please email sfrost@newstagetheatre.com.

CAN I WATCH THIS ON MY TV?
Yes! The easiest option is to use screen mirroring or AirPlay to play the stream from your phone, laptop or other device to your TV. You might see a slight decrease in quality with this option. If your TV is smart or has internet capabilities, you can download or open an internet browser and log into your email. From there, you can open the email we sent you and click on your link to stream. If you have trouble streaming on an older TV, you may have better luck switching to an alternate device.

HOW DO I MAKE A VIDEO FULL SCREEN?
You’ll find the full screen button in the video player in the lower right corner. It’s better to watch our productions in full screen!

WHAT ABOUT A PLAYBILL FOR THE SHOW?
You can find the virtual playbill shows on the show website or on the streaming page depending on what system we are streaming with.

I’M NEW TO STREAMING. HOW DO I DO IT?
If you’re reading this message on a desktop computer, smart phone or tablet, you’re 99% of the way there! We are hard at work right now to provide you with the most fun, seamless experience possible. Specifics may vary from project to project, but we will be here to support you to make sure you don’t miss out. Most of our projects will stream through Vimeo embedded on our website, but may also work with ShowTix4U or Choice Ticketing for a more automated system. Just click on the link in your email to direct you to the correct website.

BEST VIEWING: New Stage uses Vimeo for live-streaming; below are some troubleshooting ideas to view our stream.

• Check your bandwidth
  Vimeo requires network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can use this speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks.
• Disable any browser extensions, plugins, or add ons
  Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you’re having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.
• Restart your router and modem
  Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
• Update your browser
  Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here.
• Close excess browser tabs or applications
  Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.
• Clear your browser’s cache
  Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here.
• Disable/Enable Hardware acceleration
  Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.
• Remember to watch it in full screen!