After purchasing, you will receive an email receipt and a separate email with your ticket/access link.

These emails are automatic! So if you are certain you paid for your ticket, these emails will be issued to you, and should be in your INBOX.

Most lost tickets are either to be found in TRASH, ARCHIVE or SPAM folders. Please open the email associated with your purchase, then navigate to your trash, archive and spam folders to search for your lost ticket.

Still having trouble, simply
TEXT 646.349.0139 OR
email support@lolst.org.

No. If you click on the ticket link/magic link before the streaming window, you may see a message that says you can enter a passcode. However, once the stream is open, no passcode will be needed. Simply use the unique link provided in the email sent to you on the day of purchase within 30 minutes of the start of the show to access the stream.

This message means that you clicked on the ticket link/magic link either before or after the window of availability for the stream. The stream becomes available 30 minutes before curtain for live or scheduled programming. Please try again within the 30-minute window.

Please test your device, sound, casting, or mirroring with our test video.

Most technical challenges are due to BROWSERS.

If your stream has not yet started, please UPDATE your default or favorite browser to its latest version.

If your stream has already begun, please try switching to a different Browser.

PLEASE NOTE: SAFARI 15 may NOT be supported on all devices. We have found fewer concerns from customers using CHROME, FIREFOX, and EDGE.

The best browsers are UPDATED browsers! We strongly recommend checking for all available browser updates to ensure that you have the latest and greatest in time for your performance.

PLEASE NOTE: SAFARI 15 may NOT be supported on all devices. We highly recommend updating to SAFARI 16 for best service with that browser. If you still have trouble accessing the stream in Safari, please close Safari, and try again on one of these alternate browsers. Recent versions of CHROME, FIREFOX and EDGE all work well for most customers.

Absolutely! Our technology supports streaming all around the world, wherever live broadcast online is permitted by law.

If you are streaming internationally and have difficulty accessing the stream, please adjust the DATE & TIME SETTINGS on your device to match Eastern Standard Time. This will be especially important if you are across the International Date Line, as the DATE of your magic-link ticket will need to match the current DATE on your device.

Below is a list of common ERROR messages, along with suggested steps to try to fix the problem:

MEDIA_ERR_ABORTED

Error code: 1

Headline: The video download was cancelled

Message: You aborted the media playback

Possible cause

A somewhat generic browser error that indicates that something stopped the video download process in its tracks. This could be:

An issue with the computer, such as a crash or interruption to the network service

A browser problem, or a configuration issue

The browser is not supported, or currently lacks support for video

A firewall, web proxy, or network issue is blocking the video download when the browser tries to play it

Steps to try

Here are some steps to try to fix the problem:

Refresh the page

Try an alternative browser

MEDIA_ERR_NETWORK

Error code: 2

Headline: The video connection was lost, please confirm you're connected to the internet

Message: A network error caused the media download to fail part-way

Possible cause

Here are some possible causes:

A firewall blocking the video data

A web proxy interrupting the connection or filtering traffic

Filtering software (such as Sophos, or Lightspeed Web Filter blocking content)

A general network failure (for example, the internet connection to your home/school/personal computer fails)

Steps to try

Here are some steps to try to fix the problem:

Check that the internet is working correctly on the affected machine

Refresh the page, which can restart a connection that may have dropped

Try another video. Does that work? If not, it suggests that content as a whole cannot be reached.

MEDIA_ERR_DECODE

Error code: 3

Headline: The video is bad or in a format that can't be played on your browser

Message: The media playback was aborted due to a corruption problem or because the media used features your browser did not support

Possible cause

A browser being unable to play back the requested content. This can happen during playback, or more likely, at or towards the beginning.

Steps to try

Here are some steps to try to fix the problem:

Refresh the page, which may re-download a piece of content that failed to play back due to a partial download on the first try.

Update your browser to the latest version. Chrome and Firefox should prompt you with updates, but it is useful to check.

MEDIA_ERR_SRC_NOT_SUPPORTED

Error code: 4

Headline: This video is either unavailable or not supported in this browser

Message: The media could not be loaded, either because the server or network failed or because the format is not supported

Possible cause

A browser being unable to play back the requested content due to it being unavailable, or cannot be played in this particular browser. It differs from error 3 in that playback fails before it begins, rather than during playback.

Steps to try

In most cases, both of these settings will be correct, but may have been specifically set by your IT team.

PLAYER_ERR_TIMEOUT

Error code: -2

Headline: Could not download the video

Message: Could not download the video

The player is unable to play back content / buffers for 45 seconds

Possible cause

Insufficient bandwidth / network speed

A firewall blocking the video data

A web proxy interrupting the connection or filtering traffic

Filtering software (such as Sophos, or Lightspeed Web Filter blocking content)

A general network failure (for example, the internet connection to your home/school/personal computer fails)

At times, it can be caused by player specific bugs

Steps to try

Here are some steps to try to fix the problem:

Check that the internet is working correctly on the affected machine

Refresh the page, which can restart a connection that may have dropped

Try another video. Does that work? If not, it suggests that content as a whole cannot be reached.

Does the issue always happen at the same point in time?

Most sudden stops are due to the instability of your local internet connection.

First, check to make sure your computer is still connected to the internet. You might need a moment to reconnect if your computer fully disconnected from the internet.

Once a connection has been re-established, try refreshing your presentation page by clicking on the webpage URL and then clicking enter.

If you still need guidance, do not worry! We are here to help.

TEXT 646.349.0139 OR email support@lolst.org.

Captions are available for select performances only. To inquire about specific performances and to gain access to the captioned performance, please email support@lolst.org .