AN ILIAD Streaming FAQ

Having trouble viewing An Iliad right now? Try these six steps to fix your stream:

1. Try refreshing your browser.  Don’t forget to click the play button after it reloads.
2. Try switching to a different browser.
3. Try using the browser under ‘incognito/private’ mode.
4. Try disabling any ad-blocking software or browser plugins
5. Try a different device.
6. Go to speedtest.net and test your internet bandwidth.  You’ll want at least 2Mbps to view the video.

Which devices can I use to stream?

The platform works on mobile phones, computers, tablets, and smart TVs (with a web browser). If you have any of those, you can watch! We also recommend viewing with headphones for the best experience.

Are subtitles available?

Yes, closed captioning is available! Simply click on the button in the player window to toggle subtitles on and off as you view.

Can I watch the show on my TV, or do I have to watch it on my computer?

We’d love for you to cast the show to your big screen! The easiest option is to use Chrome Casting, AirPlay or screen mirroring to play the stream from your phone, laptop or another device to your TV. You might see a slight decrease in quality with this option. You can also use an HDMI cable to connect your computer to the TV.

If your TV can access a web browser, you can open that 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.

Here is a list of steps for some common casting setups.

Unfortunately, due to the sheer number and variations of smart TVs and smart TV software, we aren’t able to troubleshoot individual hardware issues. This guide on casting may be useful to you, depending on your setup.

How do I view my streaming performance? (on-demand performances)

You’ll receive a confirmation email with the subject of “Link to View An Iliad”. In that email will be your unique link to view the performance. Use your custom link to watch on your laptop, tablet, mobile device—or mirror the show to your smart TV. Can’t find your confirmation email?  Be sure to check your junk/spam folder! If you have questions, please call us at (773) 753-4472.

What’s the ideal browser to use?

We recommend using the browser that gives you the quickest speeds for your everyday use. Our top choices are Google Chrome and Safari.

How can I ensure the best streaming experience?

For showtime, if you’re experiencing issues, a first step might be to turn the wi-fi off on your other devices. Or, for the strongest connection, connect your device to your router directly with an ethernet cable.

How do I make a video full screen?

You’ll find the full-screen button in the video player, depending on your device it will be in the lower right corner (on PC, for example) or the upper left (on iOS).

What should I do if I’m experiencing connection issues during the show (e.g. video is freezing or audio is not working)?

Your video may need a minute to load. If it is not playing continuously, try pausing it and stepping away for a few minutes and then continuing the show once it’s had a chance to pre-load more of the performance. If you are experiencing connection issues, it may be related to your browser settings, internet bandwidth, or it’s a device-specific issue.

While we can’t guarantee and may not be able to troubleshoot the performance of your specific hardware setup, we have a few recommendations that we hope will help:

• Pause the video to allow it to load more fully.
• Make sure you have the most updated version of the software you’re using.
• Refresh your browser page or try switching to a completely different browser.
• Make sure there are no other devices connected to your wi-fi that could be creating network traffic.
• Try closing all open windows or applications on your device.
• Try connecting to your personal Hotspot on your phone.
• Restart your wi-fi router.
• Try switching to a different device.

Who do I contact if I’m having trouble seeing the show?

We’ll have phone support available from Monday through Saturday, 12noon-5pm to get you started streaming and to answer your questions! Call us at (773) 753-4472.

Can I watch the performance again after it’s over?

No, once you’ve started streaming the performance, you’ll have 72 hours to finish watching. On-demand performances can be watched at any time between March 3 through March 31, 2021. 

What if I want to buy more than one viewing or buy for a friend?

No problem! Simply buy as many views (tickets) on the purchase page and you’ll receive that many links in your confirmation email.   

How do I access my digital playbill for the performance?

You’ll see the playbill button on the same page as the performance at the bottom.

Posted on February 17, 2021 in Uncategorized