When you stream a live show online

Please take a look at our FAQs if you have any questions and if you need any further assistance ahead of the performance, please contact us at box.office@oldvictheatre.com. If you have any questions during the performance please use the Zoom’s Q&A function at the bottom of the webinar.

We really do appreciate your patience, kindness and understanding when contacting us.

When will I receive information on how to access the performance?

OLD VIC: IN CAMERA

We’ll email you at least 12 hours before your chosen performance with information on how to watch. If you booked your ticket within 24 hours of the performance you’ll receive this information three hours prior to your performance. You’ll then need to make sure you’re online in time to watch the performance. 

If you haven’t received this information within the above time frames please contact us at box.office@oldvictheatre.com.

How do I contact you?

If you have any questions and if you need any further assistance ahead of the performance, please contact us at box.office@oldvictheatre.com. If you have any questions during the performance please use the Zoom’s Q&A function at the bottom of the webinar.

If you are using a screen reader and are unable to use the Q&A function in Zoom you can contact the team at access@oldvictheatre.com.

PRE-SHOW CHECKLIST

We’ve put together a checklist to help you make the most out of your live streamed experiences.

HOW WILL YOU BE WATCHING?

If you’re connecting to your TV, have you tested it to make sure it’s working and the sound is coming from the correct device?

ZOOM USER GUIDE

 

HAVE YOU DOWNLOADED THE ZOOM APP?

A whole host of technical errors can be avoided if you watch using the app.

DOWNLOAD ZOOM

 

If you already have Zoom, please check that you have the most up to date version installed before you join the performance. You can do this by clicking your profile picture then click CHECK FOR UPDATES. If there is a newer version, Zoom will download and install it.

 

Have you booked multiple tickets for the same performance?

Tell us where to send the links for your additional tickets if you haven’t already.

CONTACT US

 

Have you checked the time difference?

We’re streaming live from London which means everything is British Summer Time (BST).

CHECK YOUR TIME ZONE
What quality are these performances streamed in?

We are streaming in HD and our audio output is stereo but your internet speed will also determine the quality of the video footage that you see. Zoom doesn’t buffer (this is what allows Netflix/YouTube etc to always stream in HD) so when your internet speed lowers the quality will drop to reflect that rather than pausing and buffering. If you think there’s a problem with your connection you can try to leave and re-join the webinar, turning your Wifi on and off again or restarting your device.

Running times

TBC

Time zones

All performance times are British Summer Time (BST). Make sure you check the performance time in your time zone ahead of the performance.

CHECK YOUR TIME ZONE
Can I make any changes to my booking?

We’re unable to make any changes to your booking with less than 48 hours notice from both your chosen performance and the performance you would like to move to notice in order to allow us to process your joining details.

Will I be visible or will other audience members be able to hear me during the performance?

Your camera will be turned off and your microphone will be muted by default so you do not need to worry about doing this yourself as you join the performance.

I booked my tickets but haven't received a confirmation email

If you haven’t received a confirmation email within 24 hours of booking, please check your spam folder and search for an email from box.office@oldvictheatre.com.

If it isn’t in your junk it may be that the email address on your account is incorrect so please contact the team at box.office@oldvictheatre.com and we can look into this for you.

I have my link but I'm unable to join

If you’re viewing on your browser rather than in the Zoom app, this may be due to ad blocker software. Try disabling any ad blocker software you have running or try opening the link using a different browser. We recommend watching using the Zoom app to avoid these issues.

If you already have Zoom, please check that you have the most up to date version installed before you join the performance. You can do this by clicking your profile picture then click CHECK FOR UPDATES. If there is a newer version, Zoom will download and install it.

If you are viewing using the Zoom app or the above steps don’t work, please ensure that you or someone else has not joined using your link. If this is the case they will need to leave the webinar to enable you to join.

If you think someone is using your link without your permission, please contact us at box.office@oldvictheatre.com.

What if I have an issue during the performance?

Our team will be on hand to support you with any technical issues throughout the whole performance. Please submit any questions or concerns using Zoom’s Q&A function which can be found at the bottom of the webinar screen – none of the other virtual audience members will be able to see anything submitted in this chat.

iPads, tablets and smartphones

CAPTIONS

If you’re viewing using an iPhone or iPad, click on the three dots in the top right-hand corner, then click on Meeting Settings. Scroll down to Closed Captioning and click on the button so it turns grey. This will remove the captioning for all future calls.

If you are watching on an android smartphone or tablet, and you don’t require captions, you will need to turn them off before joining the webinar. Within the Zoom app click on Settings and then the Meetings tab. Here you can de-select Closed Captioning. When you join the meeting Closed Captions will be turned off. If you’ve already joined the webinar, you will need to leave and rejoin once you’ve followed these steps.

VIEWING THE FULL SCREEN

If you are viewing using an iPad or tablet in landscape mode your device will automatically be zoomed in. Please double tap to see the full screen.

We’d recommend setting your device to ‘Do Not Disturb’ to ensure that notifications don’t interfere with your viewing experience.

How do I access audio description or captions?

You can turn captions or audio description on at any time. It’s very important to watch the performance through the Zoom app rather than on your browser to ensure captions and audio description are optimised.

CAPTIONS

You can turn captions on by selecting the Closed Captions button at the bottom of the webinar and clicking Start Subtitles

  • We recommend you watch the closed captioning in the Normal font size
  • If you are seeing gaps between words on the subtitles, adjust the size to be smaller or larger by clicking the arrow next to the CC box
HOW DO I CHANGE THE SIZE OF THE CAPTIONS? 

It’s not possible to edit the font size if you’re viewing using a tablet or phone. 

If you’re viewing using a laptop or desktop, to change the size, select CLOSED CAPTIONS at the bottom of the webinar, select SUBTITLE SETTINGS and then adjust the size by using the slider along the top of the window.

AUDIO DESCRIPTION

For audio description, press Interpretation at the bottom of the Zoom Webinar and select French (the performances will not be live interpreted – as Zoom does not have an ‘Audio Description’ option here we have to assign this to a language. Audio description will be in English). We recommend you leave original audio on otherwise you won’t be able to hear the performance.

I can't see the Interpretation option to access

Please ensure that you’re viewing using the Zoom app rather than on a web browser otherwise captioning and audio description may not be optimised.

DOWNLOAD ZOOM APP
My captions aren't staying on

Please ensure that you’re viewing using the Zoom app rather than on a web browser otherwise captioning and audio description may not be optimised.

DOWNLOAD ZOOM APP

 

If you already have Zoom, please check that you have the most up to date version installed before you join the performance. You can do this by clicking your profile picture then click CHECK FOR UPDATES. If there is a newer version, Zoom will download and install it.

When do I need to join?

We recommend joining 60 minutes prior to your chosen performance time and ask that all participants join 30 minutes before the show starts. This will allow us to help support you if you have any technical issues without you having to miss the start of the show.

What if I arrive late?

You will be able to join the performance using your link at any time but we will be unable to offer refunds or transfer you to a later performance date if you arrive late to your selected performance. We recommend joining 60 minutes prior to your chosen performance time and ask that all participants join 30 minutes before the show starts.

Can I share my link with anyone else?

Your ticket allows you to view the performance on one device. If you share your link with anyone else and they join before you, you will be unable to join the performance until they leave the webinar.

Can I use the Interpretation option?

These performances will be performed in English and will not be live interpreted in other languages, and it’s also not possible to translate the captions as these will be written live each performance.

Instead we’re using the Interpretation option for audio description.

Can I get rid of the bar along the bottom of the screen?

Please make sure you clear any notifications displaying along the bottom bar by clicking on the ones which are displaying notifications. Once you’ve done this, the bar should disappear as long as you don’t move your mouse or tap your screen.

How do I close the chat?

You can do this by clicking or tapping on the chat button along the bottom of the screen.

Some of the screen has been cropped out

Please make sure you’re viewing the performance full screen by maximising it – you may have a green button in the top right your window, you can drag the sides of the window so it’s full screen or you can select ‘full screen’ in view.

IMPORTANT INFORMATION IF YOU BOOKED FOR OTHER PEOPLE

Each ticket you booked will be assigned its own unique link (only one viewer will be permitted into the performance per link so it’s really important that you don’t share your personal link with anyone). We aren’t able to send more than one link to your email address so we need a different email address for each additional ticket you booked. You should have a received an email from us within 24 hours of making your booking with details on how to do this but if not, please contact the Box Office team as soon as possible at box.office@oldvictheatre.com and let them know which email addresses you’d like to assign to each of your additional tickets. 

To make sure everyone receives their joining link please let us know the names and email addresses of the people you booked for (we need one email address for each additional ticket you booked). 

DATA PROTECTION

Contact details that you share with us will be processed in accordance with our privacy policy.

PRIVACY POLICY