Troubleshooting for watching online performances

• Do I need a Vimeo or Zoom account?

  You don’t need a Vimeo account to watch our live or pre-recorded performances. Click the link we send you and this should take you directly to the performance.
  
  Some of our online events use Zoom. If you are new to Zoom, visit this Zoom tutorial on YouTube, showing you how to set up an account, then click the link we send you to enter the event. Where required, we will also provide you with a Zoom Meeting ID and Password.

• Will my web browser work for the performance?

  We recommend the following browsers when trying to watch or browse on Vimeo:

  Browser	Operating System	Version
  Google Chrome	OSX, Windows, Android	69+
  Mozilla Firefox	OSX, Windows	58+
  Safari	OSX, IOS	10+
  Microsoft Edge	Windows	15+

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• I haven’t received my email with the link – what do I do?

  If you have booked for an online event we'll send the link to watch to the email address you used when you placed your order. If you haven’t received the link two hours before the performance, first check your Junk folders, then contact us at tickets@rsc.org.uk
  
  On the day of the event you will also be able to access the link to watch by logging in to your online account, My RSC where you can view your order.

• Nothing is happening - what do I do?

  If you’ve followed the link to the performance or event at the start time or after but nothing is happening, then try pressing the ‘refresh’ button on your browser.

• What do I do if I miss some, or all, of the performance?

  You can watch from the point that you join the performance or event. It’s not possible to rewind, pause or catch-up during a live event or performance. 
  
  Some of our events will be available to watch again as recordings. This includes the Talking Shakespeare series (available to watch again via your Members' or Patrons' Room on our website).

• When will I receive a link to watch online events that I have booked for?

  Ahead of the performance or event start time we will send a link to the email address you used when you placed your order. If you haven’t received the link two hours before the performance or event, first check your junk folders, then contact us at tickets@rsc.org.uk
  
  

• Can I watch on a mobile device?

  You can enjoy our online performances and events on a laptop, tablet or a phone. If you are using the Vimeo or Zoom app on a phone and have difficulties watching the performance you can try the following:

  • Refreshing your screen
  • Accessing the stream on a different device
  • Typing the full web link address we sent you into the address bar of the web browser for your device

• I can't see anything

  For the smoothest viewing experience we would recommend watching on a laptop or PC, rather than your TV.

  If you decide you want to watch on your TV, then check you've entered the link correctly on your TV.

  

  If you struggle to find the ":" key, try to select the 'Shift' option and more options should show up. (Please note, your TV's keypad might look slightly different to the above).

• I can't hear anything

  Check your device isn’t muted or has the volume turned down. This is a common issue when you start watching a live event in Vimeo.

  You can also try pressing 'refresh' on your browser.

• I have the Vimeo app but I can't find your stream

  You can't find the stream by searching the Vimeo app on your smart TV. As the stream is ticketed the link is not public so it won't come up in search. To find it, you'll need to use the link sent to your email address. If you're still having difficulties then try typing the link we sent you into the web browser app on your smart TV, instead of using the Vimeo app.

• Can I watch the performance again?

  Most of our online events and performances will be available to bookers to watch again as recordings.
  
  The Talking Shakespeare series is available to watch again via your Members' or Patrons' Room on our website. Please note it may take a few weeks before we are able to upload these recordings whilst they are being captioned. Log into our website with your email address and password to access these recordings.