Old Vic: In Camera – Zoom FAQs
The team here at The Old Vic want to say a huge thank you for booking tickets for the Old Vic: In Camera series.
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 firstname.lastname@example.org. If you have any questions during the performance please use the Zoom’s Q&A function at the bottom of the webinar.
As a registered charity in receipt of no subsidy, things are extra precarious for us at the moment. Over two thirds of the team have been furloughed but the few of us that are left will do our best to help; it just may take a little longer than usual. We really do appreciate your patience, kindness and understanding when contacting us.
- When will I receive information on how to access the performance?
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 email@example.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 firstname.lastname@example.org. 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 email@example.com.
- Running times
A Christmas Carol
- Time zones
All performance times are Greenwich Mean Time (GMT). 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 firstname.lastname@example.org.
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 email@example.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 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 firstname.lastname@example.org.
- 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
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.
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
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
- My captions aren't staying on
- 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
Thank you for choosing to share the gift of Christmas by booking more than one ticket – by doing this you’ve made it possible for those who aren’t able to watch on the same screen as you to watch the same performance from their own home.
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 email@example.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).