NEED HELP TROUBLESHOOTING?Frequently Asked Questions and Suggestions

We know that this may be your first time watching an online performance and we want you to have the best possible experience. If you’d like a Soraya staff member to help you troubleshoot before the performance, Friday at 4PM, we are available to answer your questions at 818.677.8800 or 818.677.3000.

This Is Me: Letters From The Front Lines premieres Friday, July 31st at 4PM (PST), on the following platforms:

  1. On Event Page
  2. Facebook
  3. YouTube

The Soraya Team is also responding to comments and messages on Facebook and YouTube.

If you have a Facebook account, you may be prompted to Log-In.

I don’t have a Facebook account, am I still able to watch the performance?
Yes, no worries. If you are watching on a mobile device, the event will also stream on our website (Click Here) and our YouTube channel (Click Here).

May I watch it with friends and family?
Yes, you can forward the link to friends and family, or tune in with others in your household. For those of you watching with friends or family in the same location, we highly recommend that you watch on a single computer or mobile device, otherwise, you’ll experience an echoing effect from the different speakers.

May I watch on my smartphone, laptop, iPad, or tablet?
Yes, you should be able to view this concert on all devices except a flip phone. If you’re having difficulty, please call our Ticket Office: 818.677.3000

If you are watching on a mobile device, we suggest you view the event on the Facebook or YouTube Apps for the best viewing experience, and not view through your internet browser (Safari, Chrome, Android Webview, Internet Explorer, Firefox, etc.)


Additional Facebook Troubleshoot

It’s 4PM and I don’t see anything, what do I do?
If the concert doesn’t start automatically, you might have to press play.

I don’t hear anything, what do I do?
Adjust your sound in the bottom right corner as indicated below:

How To: Adjust Sound 

The video is small on my screen, how do I make it larger?
To view the broadcast on your full screen, you can click on the icon pictured below or a pop-up may appear for you to “Click to Enlarge.”

How to: Expand Video

The video has frozen, what do I do?
If your screen freezes during the performance, refresh the page in your browser:

Windows/Linux:

  1. Hold down “Ctrl” and click the Reload button.
  2. Or, Hold down “Ctrl” and press “F5.”

Mac: Hold down Command+Shift+R

If you hit the ”back” button on your browser during the performance, you can return to the performance by clicking on the event link: Click Here

You may be prompted to log-in again, and it’s likely that the audio will have defaulted back to MUTE. Adjust the volume control on your computer or mobile device, or click on the speaker icon in the lower right corner of the broadcast image.

If you have additional questions, don’t hesitate to reach out to us at 818.677.8800 or 818.677.3000. The Soraya Team will also be responding to comments and direct messages on Facebook.
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