Frequently Asked Questions


Help, my video isn’t working, is out of sync, or something else weird!

The first thing to try is just reloading the page in your browser. Many issues are resolved this way.

Still having trouble? Make sure you have a good internet signal. If you’re able to plug into a network instead of using WiFi, do that.

If you’ve successfully submitted your password, and you can see the title of your program but there’s no player, please check any pop-up or ad blockers installed on your browser and approve the site. Sometimes these services can misidentify and hide the video player.

Note that some internet service providers (or even whole countries) have mistakenly or purposely blocked Cloudflare or on their networks. We do not have control over this issue.

You can also play a simple test video to confirm your device is working.

I can’t hear anything!

Make sure the player isn’t muted! Click the little audio icon at the bottom right side of the player.

Are streaming devices like AppleTV, Roku, and Amazon Fire supported?

As long as your device has a modern browser installed, you should be able to go the player page provided, enter the password, and make the player full-screen. It has been tested in various browsers on Roku and Amazon Fire products. We do not guarantee this will work across all combinations of platforms and browsers. If you have tips for us, we’d love to hear about it!


If you have an AppleTV or another Apple AirPlay-compatible device, you should be able to send your stream to your TV by clicking the “Start Casting” button at the bottom of the video player and select your destination. Make sure your AirPlay device is on the same network!


For Apple devices: On Roku, download a casting channel such as iWebTV. Add the Roku channel and download the app to your phone and follow the prompted directions.

Can I pause or rewind the film?

Only for On Demand streams. Live events cannot be paused, fast-forwarded, for rewinded.  Need to know whether your tickets are On Demand or Live? Ask us!

Are captions available?

Captioning is only available if the producer has created them. If they are available, you’ll see a CC button at the bottom of the player.

Having some other issue?

Email us here. We’ll get back to you as quickly as we can.