Troubleshooting Digital Content

Livestream & Video-on-Demand FAQ





Where can I find my stream link?

Upon completion of your virtual event livestream or video-on-demand (VoD) purchase you will receive a confirmation email which includes your purchased stream links. If you do not see this email, please first check your spam/junk folder. If you still cannot find your confirmation email please contact us at BOXOFFICE@CENTENNIALSTATEBALLET.ORG.


What are the minimum system requirements for livestreams & video-on-demand, and how can I optimize my hardware/software for the best experience?

  • A minimum broadband internet download speed of 5Mbps wired, 9Mbps wireless, is recommended. CHECK YOUR SPEED

  • When possible, connect your device directly to your router/modem via Cat6 ethernet

  • Operating system: Windows 8+, macOS 10+, Android 8+, iOS 10+

  • Processor speed: dual core CPU @ 2.4GHz or greater (Intel Core2Duo or equivalent)

  • Memory: 2GB of RAM or greater

  • 256MB video card or greater (Nvidia 9800gt or equivalent)

  • Supported desktop browsers:
    • Google Chrome 45+

    • Mozilla Firefox 49+

    • Safari 10+ (may experience issues with Zoom streams)

    • Microsoft Edge 15+

  • Supported mobile browsers:
    • Google Chrome 45+

    • Safari 10+ (may experience issues with Zoom streams)

  • Screen resolution: 1024×768 or higher with 32-bit color


What do I do if I have problems accessing my livestream or on-demand rental?

Typically, most streaming problems are due to insufficient internet connection or aging hardware. Please see MINIMUM SYSTEM REQUIREMENTS to ensure your hardware and internet connection are not the issue before proceeding. If you are confident your connection and device are capable of handling this content, please follow the instructions below:

  1. If you did not receive, or have lost your streaming link please email us at BOXOFFICE@CENTENNIALSTATEBALLET.ORG

  2. If you can access the streaming player but cannot see the video, and do not see the countdown timer, or if you have your streaming link but cannot access the player page, please contact us at (303) 772-1335

  3. If you are having issues with playback of Centennial State Ballet content, ensure that your device (such as a web browser, smart TV or mobile phone) is up to date with all of the latest software updates installed

  4. Check that Wi-Fi is turned on and you are connected. If wired, ensure the ethernet connectors are fully seated. Alternately, restart your modem and/or router

  5. Clear the cache & cookies in your browser | LEARN MORE

  6. If you are able to connect to the Internet on other devices on the same network, update your connected device’s DNS settings. Please check with your device’s manufacturer for steps on how to do this

  7. If you are watching from a mobile device, ensure that mobile data is turned on and you have a data connection. Alternately, cycle airplane mode on then off again. Failing that, please restart your device and try reconnecting.

  8. Disable any VPN or proxy servers

  9. If your device is connected to a TV or an external display, ensure that your HDMI cable and display are HDCP compliant


Can I view the stream on more than one device simultaneously?

No. Each link may only be streamed to one device at a time. Attempting to access the link on another device while it is currently being played on a previous device will automatically authorize the new device and de-authorize the original device (it will be kicked off the stream).


Can I watch this stream anytime?

If you purchased tickets to a video-on-demand (VoD) stream, your access is limited to the time period listed in your order confirmation email. Time periods may vary by event and begin on your first-viewed date (the date you first clicked the stream link in your confirmation email). You have 30 days to begin watching your on-demand rental. One-time rentals expire 30 minutes after an event’s listed run-time (i.e., for a 1-1/2 hours long ballet, your rental will expire 2 hours after you click the stream link in your order confirmation email). Livestreams are time-limited to the exact date and time listed in your order confirmation email.


My VoD is expired but shouldn’t be.

Your VoD time period began on your first-viewed date (the date you first clicked the stream link in your confirmation email). If your order confirmation email was delayed or missing, please contact us to inquire about resetting your access validity.


Can I watch this on my television via my existing media center, or my Apple TV, Chromecast, Fire TV Stick, Roku, or similar?

That depends.

Option 1: The most accessible option (albeit requiring some networking expertise) is screen mirroring. Please note that mirroring requires a strong and fast wireless connection (or direct connection via ethernet or similar). While there are third party apps and software that claim to allow you to be able to mirror to any of the major streaming devices previously listed, only a couple of these have been fully tested with this service, so research and proceed at your own risk. The ONLY supported mirroring solutions are:

  1. If you have an Apple computer or mobile device running the most recent iOS/MacOS version, and an AppleTV, you can mirror with Airplay | LEARN MORE

  2. If you have an Android mobile device or Windows PC, you can mirror a Chrome browser tab to a Chromecast | LEARN MORE

Option 2: If you already have a custom home media center setup powered (at the very least) by a navigable, web-connected CPU with 5Mbps minimum upload speed (wired, 9Mbps wireless), you’re ready to go! If not, with the correct, relatively low-cost equipment, you can connect your computer directly to your television relatively quickly via HDMI or similar. LEARN MORE


Why is my video “juddering” or experiencing excessive motion blur?

This is most likely due to the Motion setting on your TV. We recommend turning this setting off. This setting might have a different name depending on your TV manufacturer. Some examples of the Motion setting include Auto Motion Plus, Tru Motion, MotionFlow, Cenemotion, and Motion Picture.

Additionally, streaming is resource-intensive. Please shut down all apps running in the background on your computer and close excessive browser tabs.


❝ There’s nothing like spending an evening with an audience every night. ❞



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