Live Stream How-to & Troubleshoot

  • 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

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