We’ve worked hard to make sure everything runs smoothly, but if you do run in to trouble, give these tips a go before contacting us (if you can). Technology, right?!
Lost? You can always return to any event listing page for event-specific information, or contact our friendly team here or call us on (03) 9660 9666. They’re available all the way through the festival.
How do I access the chat?
You’ll be able to access the chat on the performance page (via the event link in your email or the Enter Digital Event button on the event listing) from 30 minutes prior to the session’s advertised start time.
Can I use the chat during the event?
You sure can! If your event is video content and you’d like to go full screen, you can click “open chat in new window” to pop the chat out from the page and keep both open at once.
What are the rules?
We’re glad you asked. By participating in the chat you’re agreeing to the Melbourne Fringe Terms and Conditions. In summary, be nice.
Is anyone monitoring the chat?
We have a team of digital front of house superstars monitoring chats across the Festival. For immediate event assistance, please complete this form to alert our team.
Why does my video keep buffering?
Check your device has an internet connection. Test your download speed by using this Speed Test. A download speed less than 5 Mbps is pretty poor, 20 Mbps is pretty good. You can try hot-spotting from your phone – but make sure you have enough data!
All I can see is a blank screen.
This could be browser compatibility issues. Try a different browser. We recommend Google Chrome – you can download Chrome here.
The stream is frozen.
Try can change the quality settings to reduce the quality of the stream, if your internet can’t cope. If it’s a livestream, you can press the “LIVE” button to sync your stream. If all else fails, refresh your browser, and try the other tips above.
Any other tips?
Close any other open tabs or windows.
How do I cast to my smart TV, ChromeCast or Apple TV?
You should see a small casting button on the control bar of the video player. If it’s not appearing for you, double check that you’re connected to the same Wi-Fi on all devices. If you’re streaming using an Apple TV, you may need to unmute on your device before streaming to your TV. Still having problems? Refresh, restart and retry!
This table shows the tested browser-platform combinations that support AirPlay and Chromecast functionality:
|CASTING APPLICATION||BROWSER||OPERATING SYSTEMS|
|Chromecast||Chrome||Android, macOS, Windows (desktop)|
If all else fails, pop open that laptop.
Can I watch full screen?
Absolutely. Press ‘F’ to enter or exit fullscreen.
Is my sound working?
The volume on the video player is often off by default when the stream begins – turn it on by pressing the small volume button on the player and dragging the slider up (hover over or click on the video player to find the control panel). If there’s a line through it, it’s on mute. Clicking it will unmute it. Check your computer volume is turned up, or try connecting headphones. Checking the chat should let you know pretty quickly if it’s just you, or if your fellow audience members are experiencing the same issue.
The audio is out of sync.
Press the LIVE button to make sure you’re watching live, and try all the other tech tips above. Again, the chat will let you know if it’s just you or an issue across the board.
The sound keeps dropping out.
If you’re connecting through headphones or earphones, make sure are they securely placed in jack or port and that they fully functioning, or check the Bluetooth connection on your device. Check the sound settings on your device.
Check your internet connection isn’t being interrupted.
Close any other open tabs or windows. Refresh your browser.
What time is the event? Can I watch at any time?
Events on Digital Fringe are scheduled, rather than on demand. The event start time is listed on the event listing and on your email. Events are all in Australian Eastern Daylight Time (AEDT), so if you’re watching from another time zone make sure you check the time difference. The page is generally open 30 minutes prior to the event and we recommend getting there early to give you time to check your tech and reach out for assistance if required.
I don’t want to log in, can I still attend events on Digital Fringe?
Our website requires a login to access all events. It’s free and quick to create an account, and we won’t use your personal information for any other purposes without your consent.
Where’s my email with my event link?
Check your junk and spam folders. Confirmations and reminders can often hide out there. Or, login to your Melbourne Fringe account, check your email address is correct and click “resend email” on the relevant order.
I have an account, but I can’t log in to the website.
Try “reset my password”. Or perhaps you created an account with a different email address?
Do I need to book?
For pre-ticketed events, you’ll need to book a ticket to receive the event link as capacity is limited. For Choose Your Price events, you can choose to either book or just turn up on the event listing from 30 minutes prior to the event and click the Enter Digital Event button. Even if you don’t book, you’ll need to create a Melbourne Fringe account to watch the event. For free, non-ticketed events you can’t book – you just turn up on the event listing from 30 minutes prior to the session’s start time.
How do I pay for my Choose Your Price event?
You can pay when you book your ticket, or choose the free “Pay After” price type when you book and pay as you feel after the event (or at any time during the show if you need to shoot off early).
The choose your price function keeps freezing.
You might need to “allow pop-ups from this website” or, if you’re using Safari, change your browser settings to allow pop-ups. Or, try a different browser. We recommend Google Chrome.
It’s not accepting my card!
We accept Mastercard & VISA only. Please check that you’ve entered your card expiry in the format specified [MM/YY].
I want to pay over the phone.
No worries. Please call (03) 9660 9666.
I forgot to pay for my event! Can I still Choose My Price?
Sure thing! Head back to the event listing and click on the bottom right of the page where it says “pay for a past performance”, or give us a call and we’ll sort you out.
Thanks, but I still need help.
Contact our friendly Ticketing team: email@example.com or call (03) 9660 9666. They’re available all the way through the Festival.
I can’t see the Auslan interpreters.
If your event is listed as Auslan interpreted but you can’t see the interpreters, reach out to our friendly Fringe team and they will assist. See Zoom-specific Auslan interpreter tips below.
Where are the captions?
If an event is advertised as having Closed Captions, there will be a small “CC” on the control panel of the video. Some events are utilising a live external transcript instead of captions – this link will be posted in the foyer chat (or Zoom chat for Zoom events) at the start of the event. You can request the link via the chat if you missed it at the beginning.
For accessibility reasons I can’t watch at the scheduled time. Is there an option for me to watch the event later?
Most events have multiple sessions scheduled. Some live performances will be recorded and available to watch again, on request and if required for access purposes. Contact our friendly Ticketing team: firstname.lastname@example.org or call (03) 9660 9600 for more information.
Some events will be happening in Zoom. We like to think we’re Zoom pros after months of working from home, and we’ve covered what we can below, but for help straight from the masters head to the Zoom website.
How do I see the Auslan interpreter?
If your Zoom event is listed as Auslan Interpreted, you can ‘pin’ interpretation by clicking on the three white dots in a blue button on the top right of an interpreter video.
Do I need to download zoom to attend?
Yes. Ensure Zoom is downloaded onto your device. You can download Zoom here: https://zoom.us/download
I can’t load the Zoom link.
Try using different internet browser.
I’m stuck in the waiting room!
Someone will let you in soon. If in doubt, post in the chat.
Why isn’t my microphone/video working?
Click the arrow next to the microphone icon in the bottom left-hand corner. If there are multiple devices, check that the correct device is selected. Select ‘test speaker and microphone’ and follow prompts. If all else fails, use the chat in Zoom or “raise your hand” to get attention and we’ll help you out or provide the dial in number.
Why can’t I hear anything?
Check your audio settings on Zoom. Click the arrow next to the microphone icon in the bottom left-hand corner. If there are multiple devices, check that the right device is selected
Select ‘test speaker and microphone’ and follow prompts. Try attaching headphones – this may help you hear more clearly.
Digital Fringe is supported by the Australia Council for the Arts and the City of Melbourne.