We are thrilled to share Steppenwolf NOW virtual productions with you. Here are some frequently asked questions that we have received regarding how to stream these videos. If you need additional assistance, please contact Audience Services at 312-335-1650 or customerservice@steppenwolf.org. We appreciate your patience, as it might take up to 72 hours to reply to your email due to reduced staffing hours.
STEPPENWOLF NOW ACCESS
Can I buy a ticket for only one of the Three Short Plays by Tracy Letts?
No. Purchasing a ticket for Three Short Plays by Tracy Letts gives you access to all three virtual productions.
I am a Classic Member who shares my membership with other people. Do they get access to Three Short Plays by Tracy Letts too?
All Classic Members who renew or purchase by October 15 receive FREE access to Three Short Plays to Tracy Letts. You are entitled to access for as many people as you have tickets for each in-person show, and we asked for your membership partners' name(s) and email address(es) at the time of your membership renewal or purchase. You should all receive your login information on September 29. To check that we have your membership partners' information on file or to inform us of any new membership partners, please contact Audience Services.
When will I receive my login credentials to view Three Short Plays by Tracy Letts?
Active Classic Members and ticketholders for Three Short Plays by Tracy Letts will receive an email on September 29 with information about how to access the videos. For those people who become a member or buy a ticket after the streaming window has already begun, they will receive an email within 24 hours that includes detailed instructions and their unique login information.
How long do I have to watch the shows?
Each video for Three Short Plays by Tracy Letts will be available to stream one time from September 29 – October 24, 2021.
Do I really get only one chance to watch the video?
Steppenwolf is subject to union rules designed to protect artists by limiting access to their creative output. If necessary, we will grant extra views to account for any technical difficulties. Please note that your viewing session begins only when you start playing the video. You may log in and out as many times as you like without playing the video.
DEVICES
What is the best device on which to watch the video?
Although you should be able to watch the video on any device with a web browser (e.g., computer, phone, tablet), most patrons have reported the best results watching the video on a computer.
How do I watch the video on my TV?
Our streaming platform is browser-based, so you will likely need to load the video on a computer, smartphone or tablet and connect or mirror your device to your TV. Audience Services can help you with any issues related to logging in to view the video(s). However, if you are having problems connecting to your TV, we recommend contacting your device’s product support.
LOGGING IN AND PLAYING THE VIDEOS
How do I log in to watch the videos?
You will receive an email with login credentials and streaming instructions. Click the button in the email or navigate to steppenwolf.vids.io/login and enter your login credentials. For more detailed instructions, view this video.
What do I do if I get an “incorrect username” or “incorrect password” error message?
Try typing your username and password more slowly, or copy and paste them from the email containing your login credentials. If this does not work, please contact Audience Services.
What do I do if I log in and can’t see the video(s)?
Contact our Audience Services team for assistance, and we will grant you access to the videos.
I have logged into my Steppenwolf account but cannot access the video. What do I do?
Please make sure that you logged in to steppenwolf.vids.io/login, rather than the Steppenwolf website, as the login credentials for our virtual programming are not the same as your usual Steppenwolf login credentials. To access this programming, enter the login credentials we emailed to you. If you have trouble logging in with the password provided or if you cannot find that password, please contact Audience Services.
I logged in to watch the video, but I got booted out of the portal. What do I do now?
Re-open your browser and try logging in again! Please note that your viewing session doesn't begin until you start playing the video. If you log in successfully but don’t see your video(s), you may have used up all your views. Please contact Audience Services for further assistance.
I see the video, but it is not playing. What do I do?
Hover your mouse over the video for a few seconds. You should see a triangle pop up in the middle of the video. Click that triangle and the video should begin to play.
How do I pause the video?
Click the button with two vertical lines. To un-pause, click the same button again. Please note that you may lose access to the video if you have paused for an extended period of time.
How do I fast forward the video?
Click the button with two right-facing triangles.
How do I change the volume?
Click on the icon that looks like a megaphone. There should be a vertical bar that allows you to adjust the volume.
I am adjusting the volume but I still cannot hear anything. What do I do?
Make sure that there are no speakers or headphones plugged into your device. Also, make sure that your device's volume is turned on in addition to the video volume. The volume adjustment will be different for each device used; if you are having trouble finding where to adjust it, search your specific device's manual.
What do I do if the video freezes?
Wait a few minutes to see if the video re-starts on its own; your internet connection may be unstable. If the problem persists, click the pause button, wait a couple of minutes and then click the same button to un-pause the video. If the problem persists, close and reopen your browser, and try to access the video again. If you run into further problems, please contact Audience Services.
Do you have another question? Contact Audience Services at 312-335-1650 or customerservice@steppenwolf.org for further assistance. We appreciate your patience, as it might take up to 72 hours to reply to your email due to reduced staffing hours.