If you can’t “see the stream” or “access the stream” here are a few things to try depending on your situation. First CHECK THE LIVE CHAT, unless every fan in live chat is saying that they cannot see the stream, then it is an issue on your end and not a widespread outage. Also, check your LiveStream Ticket, are you at the right event at the right stream start time? Some streams have multiple dates/times/showings.
Are You Able to Access the Stream?
If you’re able to redeem your ticket and access the stream watch page, participate in live chat, and you see the video player then skip this next section. Your issue with not seeing the stream may be related to Stream Disruption so see below.
Having Trouble Accessing the Stream Watch Page?
IF you’re getting the “You Need to Buy a Ticket to View this Event” prompt.
If you see a prompt telling you that you need to buy a ticket to view this event, close your browser. Then find the original LiveStream Ticket that we emailed to you and relaunch your ticket by clicking the Redeem Ticket Link in your LiveStream Ticket email. It’s possible your session timed out, make sure that “Cookies Are Allowed” in the Browser you’re using.
IF you’re using a Free Viewing Link sent to you by the event organizer, you need to use the original URL that was sent to you. Once that is copied into someone’s browser it won’t work if they copy from their browser and send to you. So check that you’re using the original URL that was sent to you. Or, it’s possible that the Free Viewing Link max cap threshold has been reached.
IF you’re getting the “Already Watching or Duplicate Ticket” prompt.
This means that more than 1 device or more than 1 browser or browser tab is trying to use your LiveStream Ticket. Afton LiveStream has anti-share ticket technology so that only 1 device/browser can watch a stream at any one time. That is why you are getting this prompt message. Maybe you shared your ticket with a friend, which is not allowed, or maybe you previously launched your ticket on another device or browser before the show or during the show while trying to switch to another device. Don’t worry, it’s super simple to fix this or switch devices!
HOW TO EASILY FIX THIS:
Click the “Deauthorize All Devices” button and follow the instructions on the prompt screen you’re seeing. Then you’ll be able to watch right away without any problems. This is also how you switch devices if you’re watching on your computer, but then mid-stream want to switch to your phone so you can screencast to your TV.
IF you continue to get this “Already Watching” prompt – it’s possible that you SHARED your LiveStream Ticket with a friend and they are trying to watch at the same time, and you are kicking each other off the stream. Or, you may unintentionally be sharing a ticket. If you purchased more than 1 LiveStream ticket make sure that you and your friends are using DIFFERENT tickets within your order. Each LiveStream Ticket that was emailed to you has an identifier number so you can tell them apart, i.e. if you bought 3 tickets you’ll have an email for Ticket 1 / 3, Ticket 2 /3, and Ticket 3 / 3.
Stream Disruption Issues?
Click Here If Encountering Stream Disruption (Spinny Wheel, Glitches, Freezing)
Other Troubleshooting Steps
1. Try refreshing your browser.
2. Verify you’re using one of our supported browsers here.
3. Try using a different browser or a different device.
4. Run a speed test, see above stream disruption article.
Still Need Help?
Please send an email right now to firstname.lastname@example.org