FAQ

FREQUENTLY ASKED QUESTIONS

Get all the answers to the most frequently asked questions (FAQs) and general information about TiltedGlobe, its services and much more.

Viewers

Is there any fee to register?

Viewer registration is free! As a registered viewer you will have access to our catalog of upcoming live performances. The prices to experience these performances are set by each show's producer or artist.

Do I need any special software?

No special software is needed to view the site or any performance. Currently the TiltedGlobe player is supported on the following operating systems and the versions of the most common browsers.

Supported Operating Systems:

OSX 10
Windows 10
iOS 9.x
Android 6.x

Supported Browsers:

Apple Safari
FireFox
Google Chrome
Microsoft Edge
Microsoft Internet Explorer 10

Javascript, HTML5 and Cookies must be enabled.

Can I watch a show on my mobile device?

Yes, the TiltedGlobe player is supported on iOS and Android phones and tablets. On iOS devices we recommend using the Safari browser and on Android devices we recommend using Google Chrome.

Can I use my Apple TV to watch a show?

If you are watching a show on device that support Apple AirPlay then that device can be used to connect to the Apple TV to view the show.

For more information on Apple AirPlay visit https://support.apple.com/en-us/HT204289

My player keeps buffering. What can I do?

The problem is not uncommon when watching live events on the internet. Although the problem could occur at the source (the venue) or our internet servers most of the time the problem is found along the user's internet connection. Here are some suggestions to improve your connection.

1. Check to see if anyone else on your network is also streaming content or downloading large files. You can check your download speed at http://www.speedtest.net. Although our server adapt each stream to match each user's available bandwidth congestion on local network will impact the quality of your viewing.

2. If you are using a laptop on wifi try plugging directly into the network with an ethernet cable. If you are using a mobile device change your connection, for instance, if you are using a cellular connection switch to wifi if possible.

3. If you are on wifi try sitting closer to the router to improve the signal

4. Try closing and opening your browser, then restart the show.

My picture is pixelated or blurry. What can I do?

1. Check to see if anyone else on your network is also streaming content or downloading large files. You can check your download speed at http://www.speedtest.net. Although our server adapt each stream to match each user's available bandwidth congestion on local network will impact the quality of your viewing.

2. If you are using a laptop on wifi try plugging directly into the network with an ethernet cable. If you are using a mobile device change your connection, for instance, if you are using a cellular connection switch to wifi if possible.

3. If you are on wifi try sitting closer to the router to improve the signal

4. Try closing and opening your browser, then restart the show.

Producers

Is there a fee to register as a Producer?

The Producer registration fee is $1.

Do I need any special software?

To connect to the TiltedGlobe Content Delivery Network a Producer must have a licensed copy of Wirecast Studio or Wirecast Pro. A Wirecast license can be purchased from the Producer account page after registration.

For more information on Wirecast visit: http://www.telestream.net/wirecast/overview.htm

Can I control the number of viewers online?

As the Producer you set the number of cyber-seats to be sold and the price per seat.

TiltedGlobe live streamed shows are secure and each viewer must purchase a cyber-ticket in order to view your event. Our patent-pending technology ensure that only a single device with a valid ticket is granted access to your performance and thus prevents link sharing or multiple viewers using the same account.

Can I use multiple cameras at my performance?

You can use single and multiple cameras with Wirecast.

For a single camera setup your camera will need an available USB port or capture card with HDMI or SDI. The camera will need to be able to send video live to the computer (or laptop) and not just transfer date.

For a multiple camera setup your computer (or laptop) will need to have the capacity to connect multiple cameras via HDMI or SDI, through Thunderbolt or USB 3 and Webcams via USB 2.0. You can add PCIe or PCI capture devices installed if you have available expansion ports.

How can I avoid Pixilation in my transmission?

Pixilation can occur when the output settings in Wirecast exceed the internet connection speed available at your venue. Before each performance we recommend that you check the upload speed of your internet connection using any one of these sites
http://www.speedtest.net
http://www.att.com/speedtest/
http://speedof.me/

You can use the table below to determine the correct encoding for your stream based on your internet speed. If your upload speed is:
above 8mb/s select 1080p 16:9
above 6mb/s select 720p 16:9
above 3mb/s select 420p 16:9
above 2mb/s select 360p 16:9
below 2mb/s select 240p 16:9

Account

I purchased a virtual ticket but changed my mind, can I get a refund?

If you change your mind within 24 hours of the virtual ticket purchase you can request a refund. Send an email to support@tiltedglobe.com with the following information.

Email address the virtual ticket holder
Name of the show​
Reason for the refund request

Your refund will be processed and a confirmation will be sent you via email. Allow 48-72 hours for the refund to be reflected on your statement.

My event was rescheduled and I can't watch at it's new time. Can I get a refund?

Can't make the show at it's new time, not a problem. Send an email to support@tiltedglobe.com with the following information.

Email address the virtual ticket holder
Name of the show
New date and time of the show
Reason for the refund request

Your refund will be processed and a confirmation will be sent you via email. Allow 48-72 hours for the refund to be reflected on your statement.

My event was canceled, how can I get a refund?

In the event of a cancellation all the viewers will automatically receive a full refund to the credit or debit card that was used to purchase the virtual ticket. Please allow for 48-72 hours from the time the show was officially canceled for the refund to appear on your card.

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