Profile Theatre is delighted to unveil our first-ever set of livestream performances of THE MINEOLA TWINS. Please review these frequently asked questions to make the most out of your viewing experience. 

If your question isn’t answered below, please contact us at boxoffice@profiletheatre.org or call the Box Office 503.242.0080 Tuesday-Friday 12-4pm.

Between February 26-March 7 we will monitor this email after hours and on weekends, but response time may be slower. The phone is not attended during these times but voicemails are checked frequently.

WHAT DO I DO IF I’M HAVING TROUBLE WATCHING?
Keep reading through common questions. If your question isn’t answered please contact us.

WHEN CAN I WATCH THE MINEOLA TWINS?
Our 5 livestream performances of The Mineola Twins are happening February 26, February 27, March 5, March 6 and March 7. Video on demand will be available from March 9-March 21.

Livestreams occur in real time on the day and time of the performance. Watch your email for your confirmation email and pre-show email for the day of link.

HOW AND WHEN WILL I RECEIVE MY LINK TO WATCH?
After you purchase your ticket, you will receive an email from boxoffice@profiletheatre.org with the subject line “YOUR LIVESTREAM LINK for The Mineola Twins”. Additionally, we will email you a reminder with your link 24-hours before the event.

Members have unlimited access to every livestream performance but are asked to sign-up for livestreams in advance through the member portal or contact our box office.

Please check your spam folder if you don’t see your confirmation or reminder emails. Then contact us for help if you cannot find your link.

CAN I PAUSE IT?
Livestream performances cannot be paused; however, you can pause it via video on demand when that is available March 9-March 21.

CAN I WATCH OFFLINE?
Unfortunately not. Virtual performances need to be streamed via a reliable internet connection.

WHAT DEVICES CAN I WATCH ON?
You can watch on almost any device with a good Internet connection: computers, tablets, smartphones, and smart tvs. A minimum broadband internet download speed of 5Mbps wired, 9Mbps wireless, is recommended. CHECK YOUR SPEED 

When possible, connect your device directly to your router/modem via Cat6 ethernet. We recommend using larger devices for the best viewing experience. 

MINIMUM SYSTEM REQUIREMENTS

  • Operating system: Windows 8+, macOS 10+, Android 8+, iOS 10+
  • Processor speed: dual core CPU @ 2.4GHz or greater (Intel Core2Duo or equivalent)
  • Memory: 2GB of RAM or greater
  • 256MB video card or greater (Nvidia 9800gt or equivalent)

You will need to use a modern internet browser to view your event. Please use one of the common modern browsers. Do NOT use Internet Explorer.

  • Supported desktop browsers:
    • Google Chrome 45+
    • Mozilla Firefox 49+
    • Safari 10+ (may experience issues with Zoom streams)
    • Microsoft Edge 15+
  • Supported mobile browsers:
    • Google Chrome 45+
    • Safari 10+ (may experience issues with Zoom streams)
  • Screen resolution: 1024×768 or higher with 32-bit color

If you wish to view the performance on your television, the best way is to plug a USB to HDMI cable directly into your television from your computer. Your second option is Screen Mirroring. Most computers and mobile devices have the ability to mirror what’s on the computer or mobile screen to your television screen with technology such as Chromecast and Apple AirPlay. The instructions for Screen Mirroring vary widely across devices and brands, so please research how this works on your specific equipment at least a few hours before the performance to learn what works for your specific setup. 

WHY IS MY VIDEO FREEZING, BUFFERING, LOADING, ETC…
While Profile Theatre is not responsible for individual internet connections, we do have a few tips to make your viewing experience better:

  • Make sure your Internet connection is strong! If you have a weak signal, you may need to try a different device, move closer to your Wi-Fi router, or turn off the Wi-Fi connection on your other devices.
  • If your video freezes, try reloading the browser page or try using a device with a stronger Internet connection.
  • Each link provides access to only one device at a time. If you switch devices or try to watch with a second device, you will be kicked off of the first device. If you wish to watch in multiple households or on multiple devices, you will need to purchase another ticket.

WHAT IF MY INTERNET CONNECTION IS NOT CAUSING MY PROBLEM?
Typically, most streaming problems are due to insufficient internet connection or aging hardware. Please see the minimum system requirements list above to ensure your hardware and internet connection are not the issue before proceeding. If you are confident your connection and device are capable of handling this content, please follow the instructions below:

  1. If you did not receive, or have lost your streaming link please contact us.
  2. If you can access the streaming player but cannot see the video, and do not see the countdown timer, or if you have your streaming link but cannot access the player page, please contact us.
  3. If you are having issues with playback, ensure that your device (such as a web browser, smart TV or mobile phone) is up to date with all of the latest software updates installed.
  4. Check that Wi-Fi is turned on and you are connected. If wired, ensure the ethernet connectors are fully seated. Alternately, restart your modem and/or router.
  5. Clear the cache & cookies in your browser | LEARN MORE
  6. If you are able to connect to the Internet on other devices on the same network, update your connected device’s DNS settings. Please check with your device’s manufacturer for steps on how to do this.
  7. If you are watching from a mobile device, ensure that mobile data is turned on and you have a data connection. Alternately, cycle airplane mode on then off again. Failing that, please restart your device and try reconnecting.
  8. Disable any VPN or proxy servers.
  9. If your device is connected to a TV or an external display, ensure that your HDMI cable and display are HDCP compliant.
  1. Streaming is resource-intensive. Please shut down all apps running in the background on your computer and close excessive browser tabs.