FAQ: Video On Demand

What is video on demand?
On Demand indicates that the show has been pre-recorded and you can watch it when you choose. Restrictions apply such as the window the show is available and the window you are given to complete it once you start watching. (Exact dates of availability and viewing windows are subject to change. Please refer to emails and our website for specific information for each show.)
 
Why do I get multiple emails?
At the time of purchase you are sent a confirmation email which may contain the link(s). Links can show up as a blue banner or as a hyperlink. 
 
A day or two before the show is available to stream, you will receive a reminder email with another copy of the link(s). We recommend using this link as it will be the latest version, just in case any internal changes were made. 
 
If you purchase the show after the show “opens,” you will only receive the one confirmation email. 
 
Why do I have multiple links?
You receive one link for each ticket purchased. For example, if you purchased three tickets on the same transaction, you will receive three links in the confirmation email.
 
How do the other people in my group watch it?
If you have purchased multiple tickets, you will need to share the confirmation email with multiple links with members of your viewing party and carefully coordinate who is using which link.

If you only have one link and need more, please contact the Box Office about purchasing additional links.
 
Why does the email say “click the button a few minutes before the listed time.”?
Some shows may have specific times, for example Friday at 8 PM. Please refer to that specific show’s information for exact time.

For shows that are On Demand, please disregard this message. 
 
How long do I have to watch it?
Our Video On Demand shows give 48 hours of access once you click your link, not when you open the email. A few shows have specified times, for example Friday at 8 PM. Please check each show specifically.
 
Is closed captioning available?
We try to provide closed captioning for each production. However, this process takes longer to program and load onto the video. It is typically loaded by the second week. Feel free to call the Box Office to see if it is ready before clicking your link so you do not begin your viewing window. 
 
It is asking me for a code?
When you click on the blue link, it should automatically populate your code on the video access screen. If it does not, you can copy and paste the code from your email.
 
Can I test my setup without starting my 48 hour access?
Sure. Sign up for a Test Video HERE
 
Can I watch it on my TV?
When connecting devices:
- It may cause the video and/or sound to delay
- It may require you to control the video (pause, play, etc.) through the original device, not the TV or TV remote.
 
Smart TV:
- Access your email on your TV and use the link we sent
OR
- Access your email on a separate device and "cast" it to your TV. (Exact instructions depend on your specific device. Please check Google or YouTube for specific instructions.)

Non-Smart TV:
If your TV and your device both have HDMI ports, simply connect with a HDMI cable and change the source on your TV (similar to using a Roku or DVD player).
 
How do I fast forward or rewind?
If you are having trouble locating these controls, try minimizing the view. Or if you are connected to a TV, try using the primary device to control it. 
 
A Note About Internet Connectivity
If you are experiencing any of the following, the issue is with your Internet connection. We are not able to trouble shoot these issues. 
- Your link opens but you only see several vertical lines
- Your video and audio are out of sync
- Your video is stuttering
- Your video is constantly freezing


Still have questions?


The Box Office is open Monday through Friday, 10 AM - 5 PM; (315) 443-3275.
 
During the run of a show, we also offer after hours and weekend assistance. The remote cell phone is (315) 901-2097. Leave a message if we don’t answer and we will get back to you as soon as possible. 
 

UPCOMING SHOWS & EVENTS

Past Shows

BOX OFFICE

Call the Box Office at
315-443-3275

More Info

Call Group Services at 315-443-9844 for groups of 10 or more.