Technical Support

For live technical assistence, contact support@hinckleyproductions.com. To trouble shoot common issues, see the guide below

Best Viewing Results

What browser is best?

Google Chrome (download here) will offer the best and most consistent viewing experience. If you have trouble connecting, consider turning off browser plugins or extensions that may be interfering.

Can I view this from my phone?

The stream will be accessible both on mobile and desktop, however desktop viewing tends to offer a better experience when connected to a fast internet connection.

Will the video stream automatically start?

The stream will begin as scheduled, but you will need to hit the play button over the video player.

How do I play the video stream?

The video player should look like this before the broadcast:

Or like this once it has begun:

If you are not seeing this, it means that something on your computer or company network is preventing you from seeing the content which could include:

• Browser plugins or malware detectors that falsely identify the video as malware
• Company wide IT blocking of video content
• JavaScript blocks
• Be sure you are viewing the page securely, from a URL that begins https://

To resolve, contact your company IT support or try logging in from Chrome without any plugins.

I see video but no sound

First try refreshing your page. If you are seeing video, there should be sound. Next, troubleshoot your audio setup on your computer. Do you need to plug in headphones? Is sound coming out of your speakers on other sources, or is the issue just isolated to the live stream?

The stream is cutting in and out

This is a sign of a slow or unstable internet connection from the place you are viewing.

If you encounter an issue, we recommend viewing from a device that is on a wired internet connection, not over WiFi. Limit other device streaming or bandwidth usage from your device and others on the same network. Again, we recommend using Google Chrome for the best experience. Try another device if the stream continues to cut out.

The stream does not require much internet; 3 Mbps is our standard bitrate. https://www.speedtest.net/ will determine how much internet download you have (5 Mbps down should allow you to stream with room to spare).

Will a recording be available?

All of our live streams are recorded. The event organizer will have information about accessing the live stream following the broadcast.