Live Stream Help Page

System Requirements

  • Mac, Windows, or Linux PC with at least 1GB of RAM and the latest version of Adobe Flash installed.
  • Firefox, Chrome, or Safari internet browser.  Other browsers may work, but may not deliver the best user experience.  For best results, close your browser completely and reopen before watching the stream.
  • Broadband internet connection with at least 1 Mbps down for the low setting, 2 Mbps down for the medium, and 3 Mbps for the high.  Use an online speed test if unsure.
  • iOS 7 and Android 4.1.2+ devices capable of playing HTML5 video generally work, but experience will vary depending on device.
  • Game consoles and set top boxes that support HLS may work, but are not officially supported.

 

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Troubleshooting

  • If the video playback is choppy:
    • mouse over the video window and select a lower bitrate setting
    • ensure your system is free of spyware and viruses
    • close any background applications that may be transferring files or heavily utilizing the CPU
    • shutdown and exit the browser completely, then reopen the browser
    • refresh the page or try a different browser
    • ensure that any other computers on your network are not heavily utilizing your network connection
  • If there is only a black box and no video window:
    • try a different browser
    • reinstall the latest version of Adobe Flash
    • older PPC-based Macs cannot install the latest version of Adobe Flash and are not supported
  • Going full screen:
    • hover over the video and select the full screen icon in the lower-right (screen shot)
  • Still Having Trouble?  Support staff are available during business hours and live events
    • ask for help in the support chat (to the right)
    • email your name, order number, and a brief description of your issue to support@tourgigs.com
    • call us at 512.831.3400
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Entering Your Code

when the live stream countdown ends and the stream goes live, the video player will prompt you to ‘Enter Your Purchase Code’.

Finding Your Code:

  • This code can be found in your order confirmation email. Its listed as a ‘Live Stream Authorization Code’.
  • Additionally, you can find the code in your order details by going to your account page and clicking on the associated order where you purchased the show
  • If you have not received a code for your order, please email your name and order number to support@tourgigs.com
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