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Help with technical problems

Here you will find technical assistance. If you have any questions please contact us here: hilfe@ruhrfestspiele.de

Most of the Ruhrfestspiele content shown here plays automatically. You should be able to watch live streams and recorded videos without installing additional software or doing anything special. If you still have problems watching content in the digital Ruhrfestspielhaus, please read the following problem descriptions and solutions.

My internet connection is slow, the picture freezes

Check internet connection and bandwidth: You can only watch a live stream if you have a stable internet connection. Shared Wi-Fi networks, such as in a café, are often too unreliable to watch a live stream without interruption. We recommend using the best possible connection you can find.

If in doubt, try watching at a lower quality: The streams are available in several bitrates. The selection of the appropriate bitrate is done by the browser. If you watch on a mobile phone, the bitrate is automatically adjusted and throttled. If you are watching on a laptop/desktop computer, you can manually adjust the bitrate you are watching. To do this, click on the gear icon in the video window.

You can run a speed test here (http://www.speedtest.net/) to determine your download speed. It may be helpful to run the test several times to see if you are getting consistent download speeds. To watch a 720/HD stream, you will need download speeds of around 1.5-2 Mbps.

Check computer resources: One possible cause of choppy or paused playback may be insufficient CPU resources. Older computer graphics cards may have difficulty encoding and decoding live and recorded video. We recommend closing all other applications and browser tabs/windows while viewing our content if you are experiencing playback problems.

The whole or important parts of the page are not displayed correctly, the navigation does not work

Browser may not be up to date: We highly recommend viewing the digital Ruhrfestspiele with a current version of Firefox or Chrome. Click here (https://updatemybrowser.org/) to get the latest version of Firefox or Chrome.

No video content visible, the picture is black

Make sure that Javascript is not deactivated in your browser (e.g. through too high security settings).

Make sure that important page content is not blocked by an ad blocker or firewall or filtered on your local network. Especially if you are watching in a school or corporate environment, it is possible that a firewall or content filter is blocking important media content. If you see a black screen instead of the live video stream, this is one of the possible causes. If you have an ad blocker installed, disable it in your browser. If you are using a VPN, try disabling the VPN and watching the media while not connected to a VPN.