Help

After looking below, if you are still having problems with video playback, your account, or the site in general, please contact us at support@ontheboards.org.

Our help desk hours are Mon-Fri from 10am to 6pm PST. We will do our best to respond to your issue within 24 hours.

WAYS TO WATCH

STREAMING VIDEO HELP

DOWNLOADING VIDEO HELP

MY ORDERS HELP

PURCHASING

ACCOUNT INFORMATION

GENERAL QUESTIONS


WAYS TO WATCH

PLAY ON A MOBILE DEVICE

OntheBoards.tv performance films can be streamed on an Android, iPad, iPhone mobile device through your internet browser. Films can also be downloaded and stored onto a device for playback without an internet connection. For downloading onto an iPod, iPhone and iPad: All films need to be downloaded from a computer and transferred through iTunes or the appropriate program, onto your device. For Apple devices, you can find general answers here.

If you are a member of a subscribing institution, be sure you are accessing the site from within campus IP ranges, or logging into your university proxy system via your school’s proxy recognition pathway. Contact your librarian for more information on your school’s set-up.


TO STREAM ON DEVICE

  1. Your device must be connected to the internet.
  2. Purchase an individual film or subscription.
  3. Click the FILMS page, browse the catalogue and find the performance you want to watch.
  4. Click the STREAM button and choose to stream in HIGH DEFINITION or STANDARD DEFINITION


TO DOWNLOAD AND STORE ON DEVICE

Downloads are only available via individual film purchase, at $15 for individual users or $50 for academic institutions. To download the film onto a specific device, we recommend referring to the support site for your device, or the device manual.

  1. From a desktop or laptop computer, purchase an individual film or subscription.
  2. Click the FILMS page, browse the catalogue and find the performance you want to watch.
  3. Click the DOWNLOAD button and select the "MOBILE FRIENDLY" option.
  4. The download should begin.  Depending on your computer settings it will save to the ‘Downloads’ file, your desktop or in another easily accessible file folder.
  5. Open iTunes (or other appropriate program) and the folder where the film is saved.
  6. If you are prompted to convert the video when importing to iTunes, please decline the conversion process as the 'devices' version of the video is already in a format useable by iPods and iPhones.
  7. Drag the film file into the iTunes library, it will automatically be filed in the 'Movies' section.
  8. Plug in your device to your computer, connecting it with iTunes.
  9. You can either sync your device with iTunes which allows the film to automatically load, or you can manually drag the film from the movies category in your library to your device.
  10. Your film should be available now in the videos section of your device.

For any questions please contact support@ontheboards.org

PLAY ON A COMPUTER DESKTOP/LAPTOP

OntheBoards.tv performance films can be streamed on a Windows or Mac desktop or laptop via your preferred internet browser. Films can also be downloaded and stored onto your desktop or laptop for playback at a later date, or for transfer onto a mobile device.

 

TO STREAM ON DESKTOP/LAPTOP

  1. Your computer must be connected to the internet.
  2. Purchase an individual film or subscription.
  3. Click the FILMS page, browse the catalogue and find the performance you want to watch.
  4. Click the STREAM button and choose to stream in HIGH DEFINITION or STANDARD DEFINITION

 

TO DOWNLOAD AND STORE ON DESKTOP/LAPTOP

 Downloads are only available via individual film purchase, at $15 for individual users or $50 for academic institutions.

  1. From a desktop or laptop computer, purchase an individual film or subscription.
  2. Click the FILMS page, browse the catalogue and find the performance you want to watch.
  3. Click the DOWNLOAD button and select the "HIGH DEFINITION” option.
  4. The download should begin.  Depending on your computer settings it will save to your downloads file, your desktop or in another easily accessible file folder.
  5. Open the folder where the film is saved.
  6. Click and play with your preferred media player such as Quicktime or Windows Media Player.

For any questions please contact support@ontheboards.org

PLAY VIA YOUR TV OR PROJECTOR

OntheBoards.tv performance films can be played via your laptop on your HDMI compatible television or projector.


TO PLAY ON A TV OR PROJECTOR

  1. If you are streaming, your computer must be connected to the internet. If you are playing an already downloaded file, you do not need to be connected to the internet.
  2. Connect your laptop to your TV with an HDMI cable. If playing via projector, connect your laptop to your projector.
  3. For better volume, connect your laptop to an external stereo system.
  4. On your TV, find the appropriate HDMI input so the screen on the TV mirrors the laptop screen.

If streaming:

  1. On your laptop, click the FILMS page, browse the catalogue and find the performance you want to watch.
  2. Click the STREAM button and choose to stream in HIGH DEFINITION or STANDARD DEFINITION
  3. Click the center arrow to play the film. Enjoy in full screen by clicking the ‘expand’ button in the lower right hand corner of the player.

If playing a pre-downloaded film:

  1. Find the file on your computer.
  2. Play in your preferred media player such as Quicktime or Windows Media Player.
  3. Click the play button to begin the film. Enjoy in full screen by clicking the ‘expand’ button in the lower right hand corner of the player.


STREAMING VIDEO HELP

Some performances allow me to stream in 'High Definition' or 'Standard Definition' - which version should I view?

High Definition versions of the performances may require a relatively fast processor, higher quality video card and a high-speed Internet connection.

If you are having trouble viewing the High Definition versions, please try the Standard Definition version. The Standard Definition version is optimized for older devices and slower Internet connection speeds.

The videos I watch all seem to stutter when I'm watching them, how can I fix this?

Stuttering videos are, unfortunately, among the hardest problems to diagnose. Some general rules are:

  • If both the video and audio stutter while you are viewing, you are most likely experiencing issues with your internet connection.
  • If the video stutters but the audio is fine, you are most likely experiencing issues related to your computer's hardware and/or software configuration.

The following are general suggestions that may help:

  • Are you watching video over a wireless connection and your video is stuttering?
    • If so, try it over a wired connection.
  • Do you experience video stalling problems only during fullscreen mode?
    • If so, try lowering your desktop resolution before opening a video in fullscreen mode.
  • Are you running any bandwidth-intensive applications on your own computer (e.g. Vuze, BitTorrent, Outlook, other downloads, internet phone services such as Skype, Vonage, MagicJack)?
    • If so, you may want to pause or quit these applications while watching performances.
  • Are you sharing an internet connection with other people?
    • If so, check to see if they are using any bandwidth-intensive applications while you are watching performances.
  • Is the CPU usage on your computer unusually high while watching performances?
    • On Windows, you can check this by right-clicking on your task bar, launching the Task Manager, and going to the Performance tab. If the CPU usage is above 50%, try shutting down any applications that may be using your CPU.
    • On a Mac, go to "Applications," then "Utilities" and launch the Activity Monitor. If the CPU usage is above 100%, try shutting down any applications that may be using your CPU. You may also try the latest Flash Player beta that greatly improves Flash video playback performance on a Mac. The beta Flash Player is located at http://download.macromedia.com/pub/labs/flashplayer10/flashplayer10_1_rc6_mac_052510.dmg at the time of writing.

If you're still having issues, you can use the following steps to try to diagnose the problem:

  • If the video is still stuttering, you may be experiencing issues with your CPU performance.
    • Try turning off any CPU-intensive programs you're running.
    • Additionally, you can try running a different browser, or updating your Flash player.
  • Perform a Speed Test of your connection.
    • This can be accomplished by going to http://www.speedtest.net.
    • Once there, click on the yellow pyramid on the map (if none of the pyramids are yellow, select one that is closest to your geographic location).
    • This will initiate a speed test — once complete, examine the results.
    • If your download speed (indicated by the down arrow) is below 1,000Kbps, then your bandwidth is fairly limited. You may want to consider limiting your viewing experience to the "Regular" performance, as higher-quality streaming will be more to likely stutter.
    • If your download speed is 1,000Kbps or above, your bandwidth should be able to stream HD performances. To best watch our HD performances, we recommend a speed of 3,500Kbps or more.
  • Perform a Traceroute.
    • If you receive an output with 13 or more hops, the problem is most likely related to how your ISP is routing your computer's requests to our performances.
    • Unfortunately, we are unable to fix this problem — you can try contacting your ISP's support desk to request help.
    • If you receive an output within 1-12 hops, the issue is probably not related to your ISP.

If you continue to have problems, please contact us at support@ontheboards.org.

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DOWNLOADING VIDEO HELP

When I click the download button, the performance video plays in my browser. How do I download the file?

If you are not prompted to download when you click the "Download HD" or "Download for Devices" buttons, we recommend right-clicking the button (Control-click on a Mac) and choosing "save target as…" or "save link as..." depending on what browser you are using. You will then be prompted to selection a location on your computer where you would like to save the video.

I downloaded a performance video and now I can't seem to find it, where did it go?

Some web browsers, like Internet Explorer, will prompt you for a download destination, while others, like Firefox, will save downloads to a default directory.

For browsers like Internet Explorer, it is important to make a note of the directory you are saving to when the browser prompts you. Having a specific folder that you always download to helps alleviate confusion with downloads.

For browsers like Firefox, you can modify, or locate the download directory by selecting Options from the Tools menu, and then looking in the Downloads section on the Main tab. If the 'Save files to' option is selected, the destination folder will be displayed to the right of the option. Click on the 'Browse' button to change the directory or get more information. If the 'Always ask me where to save files' option is selected, then, like Internet Explorer, it is important to note the directory, or use a specific directory, when downloading files.

If you still are unsure as to where your downloaded performance has gone, you can search your computer for the file. The following are some links that help walk you through searching your computer for a specific file.

Searching for files on Windows XP
Searching for files on Windows Vista / 7
Searching for files on Mac OS X

All of the performance videos start with the text "OTB" without quotes. Searching your computer for that text should allow you to find the performance.

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PURCHASING

Are transactions on this site secure?

Yes.  Your information is protected on our site using an SSL connection to encrypt sensitive data as its sent to our payment processor.  No information regarding your credit card account is stored on our server.  Your financial information is not shared with On the Boards or any third party.

What credit cards can I use to purchase performances?

OntheBoards.tv accepts payments from Visa, Mastercard, American Express and Discovery.

How do I see what is in my shopping cart?

To view the contents of your shopping cart, click on the CART link in the upper navigation menu. The corresponding page will show you if you have any items in your cart.

I had items in my shopping cart, logged out and now they are gone. What happened?

You must be logged into the site to view your cart. Simply log back into the site and click on the shopping cart to view your items.

Additionally, if you add items to your shopping cart before you have logged into the site, simply logging in will add these items into your shopping cart associated with your user profile.

If you continue to experience issues with your shopping cart, please contact us at support@ontheboards.org.

I am interested in purchasing a video, what is "Rent" versus "Buy"?

"Rent" gives you streaming access only to the purchased content for 48 hours after the time of purchase. This means that you are only able to view the view using the media player on the website.

"Buy" gives you streaming and download access to the purchased performance. You are able to stream the video 24 hours a day, 7 days a week. Streaming videos are viewed using the media player on the website. The download option available includes the ability to download HD versions, and a mobile device (iPad/iPhone/Android/etc.) version for playback later. Once downloaded, these films can be stored on your computer or device and played at any time with compatible large-screen technology such as a television or projector.

If you would like further clarification or have specific questions regarding these options, please contact us at support@ontheboards.org.

The coupon code I entered is not working.

If you are having problems with a coupon code, there are three things to check:

  • Make sure your coupon code applies to the item in your shopping cart. Coupon codes can be associated with single item or a type of item, and if that item is not in your shopping cart, the code will not work.
  • Make sure the code has not expired. Coupon codes generally work within a limited time frame, and once that time has passed, the coupon will expire.
  • Make sure you have entered the code correctly. While case sensitivity is not important, spelling is.

If you continue to have problems, please contact us at support@ontheboards.org.

What do I do if I have a problem with a purchase?

If you have had any problems with purchasing performances on the site please let us know what has happened and we will help to remedy the problem as quickly as possible. You can contact us at support@ontheboards.org.

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MY ORDERS HELP

Can I view my order history?

Yes. The 'Orders' tab on your account page will list all transactions you have made on the site. You can view the original invoices, as well as printable copies.

To access this page if you are already logged in, click on the 'My Account' link in the top right navigation of the site. This will take you to your account page. From here you may follow the 'click to view your order history' link, or click on the 'ORDERS' tab.

If you are not logged in, go to the log in page. After logging in to the site you will automatically be taken to your account page. From here you may follow the 'click to view your order history' link, or click on the 'ORDERS' tab.

If you have a specific question regarding one of your orders, please contact us at support@ontheboards.org.

How do I know when the subscription I purchased is set to expire?

You must first LOG IN to the site. Once logged in, click on the ACCOUNT link at the top of the page.

Once at your user account page, you will see current subscription dates displayed beneath the 'Subscription Information' heading on the user page.

Example: Your OntheBoards.tv subscription is set to expire on xx/xx/xxxx - xx:xx.

If your information is not being displayed, or if you are having problems viewing performances with your subscription, please contact us at support@ontheboards.org.

If you have a current subscription that is not being displayed, or are having problems viewing performances with your subscription, please contact us at support@ontheboards.org.

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ACCOUNT INFORMATION

Does On the Boards use my personal information for anything other than this site?

On the Boards respects your privacy and we would like to asure you that we are not using your information for any nefarious purposes.

For detailed information regarding our privacy policies please check here.

Do I need an account to use the site?

While you do not need an account to view certain aspects of the site (performance trailers, related media content, etc.), you will need an account to make and view your purchases on the site.

Additionally having an account allows you to keep track of your purchases by viewing your ACCOUNT page.

If you are making a purchase and don't already have an account, one will be created for you during the checkout process. You will be e-mailed the specifics of your newly created user account, regarding user name and password.

How do I sign up for an account?

Sign up for an account HERE. Enter your desired username and current e-mail address into the form then click on the 'Create New Account' button.

A confirmation e-mail will be sent to you with your user name and a temporary password. Either follow the link provided in the e-mail, or click the 'LOG IN' link in the upper right navigation menu of the site and enter your log in information.

The first time you log in, you will be asked to change your password. Enter your desired password into the appropriate fields and click the 'Save' button.

You are now registered on the site and can purchase new performance films. If you are having problems creating an account, please contact us at support@ontheboards.org.

I was never emailed a password, have forgotten my password, or need to change my password. What can I do?

MISSING PASSWORD
If you have signed up for an account, but never received your login information via e-mail, you can request password reset by clicking on the 'Log In' link in the upper right navigation menu and then clicking on the 'Request New Password' tab. Enter the e-mail address you used for your account into the field provided and click the 'E-mail New Password' button.

If the site recognizes your information, it will e-mail you instructions for resetting your password. If the site does not recognize you as a registered user, an error message will be displayed.

Example: "Sorry, e-mail address is not recognized as a user name or an e-mail address."

CHANGING PASSWORDS
First log in to the site. Next, click on the 'ACCOUNT' link in the upper right navigation menu. Click on the 'EDIT' tab. Under 'Account Information', change the 'Password' field and 'Confirm Password' field to the new password you wish to use, and then click the 'Save' button.

If you receive an error message you can either sign up for a new account, or if you already have an account please contact us at support@ontheboards.org and we will reset your password for you.

How do I change the e-mail address associated with my account?

To change the e-mail address associated with your account, first make sure you are logged in to the site. Next, click on the 'ACCOUNT' link in the upper right navigation menu. On your account page, click on the 'EDIT' tab. Under 'ACCOUNT INFORMATION', change the e-mail address listed to the e-mail address you wish to use, and then click the 'SAVE' button.

Your e-mail address will now be updated in the system.

How do I subscribe / unsubscribe from the newsletter?

Email support@ontheboards.org and request to unsubscribe from the enews, or click ‘UNSUBSCRIBE’ at the bottom of the enews you have received from us.

How do I log out of the site?

If you are logged into the site, click on the 'LOG OUT' link in the upper right navigation menu.

It is important to log out of your account, especially on shared machines, so that your account information is not compromised. While no financial information is being stored on the site, someone could potentially alter your login information, preventing you from viewing your purchased content.

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GENERAL QUESTIONS

I am having trouble viewing the site, what web browsers are currently supported?

The following web browsers are supported by OntheBoards.tv.

Firefox (Download latest version of Firefox)
Chrome (Download latest version of Chrome)
Safari 5+ (Download latest version of Safari)
Internet Explorer 8+ (Download latest version of Internet Explorer)

If your browser is among those listed above and you continue to have problems viewing the site, please contact us at support@ontheboards.org.

How often are new performances added to the site?

We anticipate adding between 6 to 8 new performances each year. These performances will be added to the site as they are ready.

How can I be notified when new performances are added to the site?

The best way to stay informed is through our online communications and social media platforms:

Sign up for our enews
Like us on Facebook
Follow us on Twitter
Subscribe to our RSS feed

Click here for more information about subscribing to RSS feeds.

How do I find out more about a particular performance?

There are a number of sections on each performance page that provide you with more information about the performance:

EXTRAS:
Below the video player, click the VIEW button to expand and find multimedia resources that relate to the performance, like audio interviews, behind the scenes videos and trailers. 

THIS PERFORMANCE:
Find information about the cast & credits and a description about the performance film. 

THE ARTIST:
Learn more about the artist behind the performance.

REVIEWS & LINKS:
Audience and press reviews about the live show and related links such as the artist website, interviews, and more.

If you have specific questions about a performance and can not find the information you are looking for, please contact us at support@ontheboards.org.

How do I find out more about On the Boards?

Read ABOUT US
Read about OUR STAFF
Visit our On the Boards website

More questions? Contact us at support@ontheboards.org.

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