• After logging in, remember to
  • Check to see if you’re on the correct event page link 
  • refresh the screen if you don’t see the video player appearing
  • empty cache
  • try a different browser
  • restart your computer
  • check the video and audio settings on your devices
• Choppy Video:
  • Make sure you have strong internet connection. A low bandwidth could also affect the quality of the stream
  • Make sure you have enough RAM on your computer running the program and possibly close other background apps
• No Sound:
  • The volume of the video is not turned on automatically (Browsers’ restrictions for safety), so you must turn it on manually
  • hover the mouse over the viewing screen and you will see a control bar at the bottom. UNMUTE the sound icon
  • Make sure your device’s volume is on
• Video player too small:
  • You can expand the player to full screen by double  clicking in the player window and then on the full screen button
• Login issues:
  • Check your email for your user name and log in with the password that you have set up during check out
  • Reset the password
  • Make sure you have purchased the Stream for access
  • Our system only allows one purchased stream per user per device
• Purchasing for Somebody:
  
  • You must create a unique user name and password with the user’s email address for each new purchase. 
  • That means you should not use the same user information to purchase more than one ticket for each online stream.

If you have any questions, please email us: events@shapeshifterlab.com