Livestream Concert Support Page

techsupport
General Questions
I'm a subscriber--how do I use my promo code?

To use your promo code, you must buy a ticket to the virtual performance–you will enter the promo code during the checkout process. This is required in order for our system to generate a special link for each person/household.

Please view our Virtual Concerts: How to Buy a Ticket video for more detailed instructions.

I am a subscriber and I’ve entered the code online, but it still shows that I owe $23.50?

Make sure that you’ve clicked “Apply” after entering the promo code; if you’ve entered the code correctly, your balance will update to $0.00. You should see the updated balance before you click “next.”

If you need further guidance, please view our “How to Buy a Ticket” video.

I can’t find my ticketing link?

After your order is placed, you will receive an order confirmation email from boxoffice@renophil.com. In that email, look for the blue rectangle or line, which is the button you need to click on. Please see our video here (starting at 4:02) for instructions on how to view the livestream using your email ticket link.

If you have not received a confirmation email within 10 minutes of your order, check your spam/junk folders, and make sure you have “boxoffice@renophil.com” in your address book. If you still cannot find your ticket confirmation email, please contact us at 775-323-6393.

How do I view the livestream?

You can view the livestream on any device that can connect to the internet: a cell phone, a tablet, a computer, or even a TV* as long as you can connect to your email.

Please see our video here (starting at 4:02) for instructions on how to view the livestream using your email ticket link.

(*For instructions on how to watch the performance on your TV, please see “How do I view the performance on my TV?” below)

Can I view the livestream on multiple devices?

Tickets are valid for one viewing device only. If you need to switch devices, the device that last clicked the link will remain active for viewing. If you’d like to watch on multiple devices, you’ll need to purchase additional tickets.

Can I view this content offline?

Unfortunately, no; Reno Phil virtual performances need to be streamed via a reliable internet connection.

Technical Questions
The stream is not starting, what should I do?

If you are viewing on a mobile device, you may be prompted to push a PLAY button to start the stream. If your stream is still not working, please try restarting your web browser or closing the view window on mobile and clicking on the link again.

The stream is not playing smoothly or is fuzzy?

Know your internet speed – streaming video can be challenging without fast internet service. As a rule of thumb, we recommend paying for download speeds of at least 15 Mbps for each device that you plan to use at the same time.

How do I view the performance on my cell phone or tablet?

Virtual performances are accessible on any internet connected device (computer, tablet, or cell phone) and can be viewed by opening the link provided in the confirmation email in any web browser app.

How do I view the performance on my TV?

There are multiple ways to view the virtual performance on a TV (see below), though most require access to a web browser, and therefore, an internet connection.

We recommend testing your preferred method with your access link prior to the start of the livestream for a stress-free viewing experience – you can test this anytime and you will see a countdown timer up until the livestream begins on concert day.

For instruction on how to stream to your TV, see device specifics below:

Laptop with an HDMI cable: To connect a laptop to a TV with HDMI, just plug an HDMI cable into the HDMI port on each of the devices. If you purchased your television within the last ten years, chances are very good it has an HDMI port. If your laptop doesn’t have an HDMI port, you’ll need an adapter.

Apple TV/Airplay: You must use an Apple device (iPhone, iPad, Mac computer) to connect to your Apple TV.

First, make sure both your Apple devices are on the same WiFi network. It is recommended that you open and begin watching the video on your selected Apple device and then click the airplay icon in the top right corner of the video to broadcast the video to your Apple TV.

Smart TV: If your TV has a web browser app, it is recommended to log into your email account first on your TV. Next, open the email containing your show specific link and click the button link to watch. This should open a new window, pulling in your unique access code and the video player. The video should start automatically, if not, click play.

Amazon Fire Stick: In order to watch on with your Amazon Fire Stick, you must first download the free browser, Amazon Silk.

  1. Download App: https://www.amazon.com/Amazon-com-Amazon-Silk-Web-Browser/dp/B01M35MQV4
  2. Using this browser, log into your email and open the show specific link and click the button link to watch. (You may need to click the request desktop site in the top menu to read the whole email.)
  3. Allow the browser to leave the page.
  4. This should open a new window, pulling in your unique access code and the video player. The video should start automatically, if not, click play.

Roku: First, make sure both your mobile device and Roku device are on the same WiFi network. In order to watch on your Roku device, you must first download the following app on your mobile device for $4.99 and follow these steps:

  1. Download App: https://channelstore.roku.com/details/150902/mirror-for-roku
  2. Add the Mirror for Roku channel to your Roku device and then open the channel.
  3. On your mobile device, open the Mirror for Roku app and mirror your device to your Roku device.
  4. Open the link from your email in your mobile browser, rotate your device and click play to watch it full screen. Turn the volume off on your mobile device to enjoy!

Chromecast: Chromecast only works for viewing the performance if you are using an Android device. You will need a Chromecast, Chromecast Ultra, or TV with Chromecast built-in.

  1. Make sure your cell phone or tablet is on the same Wi-Fi network as your Chromecast device.
  2. Open the Google Home app.
  3. Tap the device you want to cast your screen to.
  4. Tap Cast my screen > “Cast screen.
Who do I contact if I have a problem watching the virtual performance?

Please contact the Box Office directly at (775) 323-6393 for any troubleshooting or issues with the virtual performance. Normal Box Office hours are Monday-Friday from 9 am to 5 pm.

During performance weekends, the Box Office will be open for questions and troubleshooting from 12 pm to 9 pm on Saturday, and from 12 pm to 6 pm on Sunday.

If your question or problem is not addressed on this page, please contact us at (775) 323-6393. We are available to answer your questions between 9am and 5pm, Monday – Friday.

During performance weekends, the Box Office will be open for questions and troubleshooting from 12 pm to 9 pm on Saturday, and from 12 pm to 6 pm on Sunday.