Lady Day at Emerson's Bar and Grill - Cancellation update

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Below is a list of frequently asked questions about our filmed digital production of Lady Day at Emerson's Bar and Grill.  

Production Information

  • How is this production of Lady Day at Emerson's Bar and Grill different from a regular show at Theatre Calgary?

    With Arts Commons and the Max Bell Theatre still closed due to Covid-19, Lady Day at Emerson's Bar and Grill will be a filmed digital production. Following all of the current health measures and protocols from Alberta Health Services means that the only way to watch the show be online, from your home.

  • Is this a live streamed performance?

    No, this performance is 'live to tape'. In other words, it was has been filmed with the idea that when you watch it, it will feel live.

    The benefit of the show being a filmed digital production is that you can now watch it any time of the day, and it will feel like the show is being performed just for you. Better yet, we will perform and film the show on our Max Bell Theatre stage, so it will almost feel like you are actually there!

  • What is a filmed digital production?

    A filmed digital production is different than live theatre. While the actors will perform Lady Day at Emerson's Bar and Grill on our Max Bell Theatre stage (under strict health and safety protocols), it is being filmed so that you can watch it at any time of the day from the period of May 14th to 23rd, 2021.

    So this is not a live show, but rather a filmed version of a live show.

  • How long is the performance?

    This digitally filmed performance of Lady Day at Emerson's Bar and Grill is a One Act play that will run approximately 90 minutes.

  • Can I watch this performance in another language?

    No, unfortunately, at this time we are only able to offer this performance of Lady Day at Emerson's Bar and Grill in English.

  • Will this performance offer closed captioning or ASL interpretation?

    While we will not be offering ASL interpretation for this performance, we are pleased to be able to offer Closed Captioning.

    To turn on Closed Captioning when viewing Lady Day at Emerson's Bar and Grill, click the  button in the player's bottom toolbar. From the secondary menu, if applicable, select the caption track you’d like to see. 

  • Will this performance offer Described Video?

    Please check back soon for information regarding Described Video.

    Described video (DV), or audio description, is a narrated description of the performance's main visual elements, such as settings, costumes, and body language. The description is added during pauses in dialogue, and enables people to form a mental picture of what is happening in the program.

    DV makes content accessible for the Blind and Low-Vision community. However, many people benefit from this feature. It is a seamless addition that helps move the story along for people who aren’t able to physically visualize the content in front of them!

  • Can I purchase a permanent copy of this performance on Blu-ray/DVD or digital download?

    No, unfortunately Theatre Calgary will not be offering purchase of this production by way of Blu-ray/DVD or digital download at this time. 

    The period of May 14th to 23rd, 2021, is the only opportunity you will have to see this production of Lady Day at Emerson's Bar and Grill.

How to Purchase

  • What is digital access? How is it different from a regular ticket?

    Digital access allows you to enjoy the filmed digital production of Lady Day at Emerson's Bar and Grill in the safety and comfort of your own home and via the device of your choice.

    You will not receive a traditional paper ticket. Once purchased, digital access will only be available through your Theatre Calgary account. On the performance date you have purchased, you will be able to log into your account and have instant access to the filmed digital production. You will have two (2) days to view the performance and may watch it as many times as you wish within that time frame.

  • Is this a video-on-demand (VOD) production?

    No. You must purchase a specific performance date to watch this production. As of 12:00 a.m. MT on the performance date purchased, you will be able to watch it for two (2) days and you may watch it as many times as you wish within that time frame. Your access will expire on the second day at 11:59 p.m. MT.

    For example, if your performance date is May 14th, you will be able to watch the digital performance as of May 14th at 12:00 a.m. MT until May 15th at 11:59 p.m. MT.

  • How much does it cost?

    Digital access to Lady Day at Emerson's Bar and Grill costs $30 (includes GST) per household.  This price is per household (or Theatre Calgary account) and not per viewer.

  • How do I purchase digital access?

    By phone

    Call our Audience Services team at 403.294.7447 (Monday to Friday, 9 a.m. to 5 p.m. MT).  

    Online

    Purchasing online is quick and easy. Just follow the simple steps below:

    1. From the Lady Day at Emerson's Bar and Grill show page, click Get Digital Access Here
    2. Click Purchase under Digital Access.  
    3. Pick the date that you would like to watch the show - just like when you attend in person!
    4. Next to Digital Access for a Single Household,
    5. Add a quantity of 1 to your Cart
    6. You will be prompted to log into your Theatre Calgary account. If you do not have one, you can register here
    7. You can then proceed to check out and payment.  
    8. You will receive an order confirmation via email with additional instructions and specifics regarding how to view the performance. 

     

    PLEASE NOTE: To watch the performance, you will need reliable internet connection, a Theatre Calgary account, and have a valid digital access order on your account.

    We gladly accept Visa, Mastercard and American Express for both phone and web orders. 

  • Do I need to have a Theatre Calgary account?

    Yes, you need an account.

    If you have purchased tickets to Theatre Calgary before, great news! You already have an account. You may log into your account here. If you do not have an account, please register online.

  • Why do I need to have a Theatre Calgary account?

    At Theatre Calgary, when we decided to transform into a digital and online arts provider, our primary goal was to ensure that you see Lady Day at Emerson's Bar and Grill in the most reliable and secure manner possible. The easiest way for us to do that was to use something that you are already used to.  What’s great is that you don’t need to create another account on another platform.  Your Theatre Calgary account will work for digital performances as well as when we open our doors once again.

  • I would like to watch with multiple people. Do I need to pay for each viewer?

    No, you don't need to pay for each viewer.  The $30 digital access price is for anyone within your household that will be watching the performance with you - whether that is just yourself or your entire family!  

    However, if you have family or friends who won't be with you but still want to share the experience with you, they will need to purchase their own digital access.   You can also give the gift of Lady Day at Emerson's Bar and Grill!  Please click the button below for more information.

    Purchase Digital Vouchers

  • How can I share Lady Day at Emerson's Bar and Grill with my family and friends - especially those who don’t live with me?

    Anyone who wishes to watch Lady Day at Emerson's Bar and Grill from the comfort of their own home must have three things: a reliable internet connection, their own Theatre Calgary account, and have purchased digital access to a specific performance date between May 14th and 23rd, 2021.

    If you would like to share this performance with family, friends or colleagues, you may encourage them to purchase digital access on their own Theatre Calgary Account or you may purchase digital access for them via a digital voucher. Please click the button below for more information.

    Purchase Digital Vouchers

  • How do I purchase a digital voucher?

    If you would like to give the gift of Lady Day at Emerson's Bar and Grill, purchasing a digital voucher is very easy! 

    When you purchase a digital voucher (for the value of $30 digital access), you will receive a unique alphanumeric access number. You can share this number with your gift recipient, which they can then redeem either online or by phone - into a performance date of their choosing. 

    Digital gift vouchers are non-refundable, cannot be exchanged for cash in part or full, and are valid for a single redemption only.

    If you would like to purchase a digital voucher, please click the button below.

    Purchase A Digital Voucher

    PLEASE NOTE:  Recipients of a digital voucher must redeem them into any performance of Lady Day at Emerson's Bar and Grill before they will be able to watch the filmed digital performance. 

  • Can I increase the value of the digital gift voucher from $30?

    You are welcomed to increase the value of your digital gift voucher. However, the price of one (1) digital access to Lady Day at Emerson's Bar and Grill is $30 per household and if you wish to purchase multiple digital gift vouchers for multiple households, each household must have their own unique voucher number at a value of $30 to redeem into their choice of any performance date of Lady Day at Emerson's Bar and Grill.

    PLEASE NOTE:  Recipients of a digital voucher must redeem them into any performance of Lady Day at Emerson's Bar and Grill before they will be able to watch the filmed digital performance. 

    If you increase the value of a digital gift voucher, it simple increases the value for that recipient of the gift voucher.  The value of a digital gift voucher cannot be transferred between households. 

  • Are you offering Group Sales?

    We are excited to share that you are able to purchase digital access to Lady Day at Emerson's Bar and Grill in bulk. 

    Want to give the gift of A Lady Day at Emerson's Bar and Grill to your employees?  Or do you happen to have a large family that doesn’t live all in the same household? Our Audience Services team can assist you build a bulk sale to suit your needs, please call them at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT.  

    PLEASE NOTE: Group sales over five (5) require a 48-hour turnaround time (not including weekends). A group sale is considered ten (10) or more digital access purchases. This year, we are not able to offer a discounted rate for group sales.

    Digital Gift Vouchers

    If you are looking to purchase digital access quantities of five (5) or less, we would recommend purchasing digital gift vouchers. You made do so online by clicking the button below.

    Purchase Digital Vouchers

  • I reside outside of Alberta. Can I still purchase digital access to Lady Day at Emerson's Bar and Grill?

    Yes! 

    No matter where you live you can purchase digital access to watch Lady Day at Emerson's Bar and Grill - whether you are in Toronto, Vancouver, New York, Tokyo, or Wellington! You just need these three things: a reliable internet connection, a Theatre Calgary account, and have a valid digital access order on your account!

    PLEASE NOTE: All prices are in Canadian dollars and access times to watch the filmed digital production are in Mountain Time. 

  • I turned my Admissions and/or Million Dollar Quartet tickets into a gift voucher. Can I use that gift voucher to purchase digital access?

    Absolutely!  There are two easy ways that you can redeem your gift voucher from the cancelled performances from the 2019-20 Season into Lady Day at Emerson's Bar and Grill:

    By phone

    Call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m to 5 p.m. MT and let them know that you would like to use your COVID-19 Gift Voucher. 

    Online

    Redeeming your COVID-19 Gift voucher online is quick and easy.

    1. Select a date that you would like to watch Lady Day at Emerson's Bar and Grill
    2. Add a quantity of 1 to your Cart
    3. When you reach the Payment page, scroll down to Have a Gift Voucher? 
    4. Enter the COVID-19 Gift Voucher Number that you received from us via email (ex: 1a2b-123456). If you cannot find this number, please call our Audience Services team.
    5. Click Apply. Your order will be updated to reflect your redemption. If you have a balance of less than $30 on your gift voucher, you will be required to pay the difference.
    6. You will receive an order confirmation via email. It will have additional instructions on how and when to view the performance.

     

    PLEASE NOTE: To watch the performance, you will need reliable internet connection, a Theatre Calgary account, and have a valid digital access order on your account.

  • I have received a digital voucher. How do I redeem it into Lady Day at Emerson's Bar and Grill?

    There are two easy ways that you can redeem your gift voucher into Lady Day at Emerson's Bar and Grill.  

    By phone

    Call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT and let them know that you would like to redeem a digital voucher. 

    Online

    Redeeming your digital voucher online is quick and easy.

    1. Select a date that you would like to watch Lady Day at Emerson's Bar and Grill
    2. Add a quantity of 1 to your Cart
    3. When you reach the Payment page, scroll down to Have a Gift Voucher? 
    4. Enter the alphanumeric Gift Voucher Number that you received as a gift. (ex: 1a2b-123456)
    5. Click Apply. Your order will be updated to reflect your redemption.
    6. You will receive an order confirmation via email.  It will have additional instructions on how and when to view the performance.

     

    PLEASE NOTE: To watch the performance, you will need reliable internet connection, a Theatre Calgary account, and have a valid digital access order on your account.  Digital gift vouchers are non-refundable, cannot be exchanged for cash in part or full, and are valid for a single redemption only.

     

    Need More Assistance?

    Need a bit more help redeeming your digital voucher? Please check out the step-by-step instruction (complete with screengrabs!) below. 

    HOW TO REDEEM A DIGITAL VOUCHER

  • I have received a special digital access link. How do I use it?

    If you have received a special digital access link, you will have received it with a detailed instructional PDF that should walk you through the process.

    However, you need additional step-by-step instruction (complete with screengrabs), please click the button below:

    How To Redeem A Digital Access Link

     

  • Can I exchange my digital access into another date?

    Yes. If you need to change the date you are expected to watch the performance, digital access can be exchanged. However, it must be exchanged prior to the performance date purchased (not during the two (2) day access period).

    For example, if you purchased the performance date of May 14th, you will need to exchange it before May 14th.

    PLEASE NOTE: You may only exchange your digital access once between May 14th to 23rd, 2021.

    If you need to exchange your digital access, please call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT.

  • I didn't watch the performance during the two (2) day access window. Can I get a refund?

    Unfortunately, we’re unable to issue refunds for missed digital viewings.

How and When to Watch

  • How do I watch the performance?

    Watching Lady Day at Emerson's Bar and Grill  from the comfort of your own surroundings is very easy. You just need a reliable internet connection, a Theatre Calgary account, and have a valid digital access order on your account! For step-by-step on how to watch, please click the button below.

    How to Watch

  • Can I watch this performance on my TV?

    It depends on your Smart TV. The video is embedded on the Theatre Calgary website only and is not available as part of device specific or video platform channels or apps (Vimeo, Youtube, Netflix, Roku, etc).  If your TV only utilizes channel based functionality, you may not be able to view the performance through your TV. 

    However, if your TV has a web browser installed and has a reliable internet connection, you might be able to watch the performance by accessing the performance directly through the web browser. 

  • When can I watch the performance? And how long will I have digital access to watch the performance?

    You will be able to watch Lady Day at Emerson's Bar and Grill as of May 14th at 12:00 a.m. MT until May 23rd, 2021 at 11:59 p.m. MT.

    At 12:00 a.m. MT, on the specific performance date purchased, you will be able to watch the performance through on your Theatre Calgary account. You will have access to the performance for two (2) days and you may watch it as many times as you wish within that time frame.  Access will expire at 11:59 p.m. MT on the second day. 

  • I purchased digital access on May 23rd. How long will I have access to view the performance?

    You will still have two (2) days to view the performance. 

    As an example, if you purchase digital access for May 23rd, your digital access with run from May 23rd, 2021 at 12:00 a.m. MT until May 24th, 2021 at 11:59 p.m. MT. 

    However, digital access for Lady Day at Emerson's Bar and Grill will no longer be available for sale after May 23rd, 2021.

  • How many people are permitted to watch Lady Day at Emerson's Bar and Grill per household?

    While there is no per viewer limit, typically a household consists of between four (4) and eight (8) people.  

  • What time do I have to watch the performance?

    Anytime! What time you watch is completely flexible and based on your own personal schedule - whether that's 8 o'clock in the morning, 3:30 in the afternoon or 11 o'clock at night!

  • How many times can I watch the performance?

    During the two (2) days that you have access to the performance, you may watch it as many times as you wish during that time frame. 

  • Does this play have an intermission?

    No. This filmed digital performance is a one-act production. 

Special Initiatives

  • Are you offering student matinees or digital access for schools?

    While we are unable to offer traditional in-person student matinees this year, teachers and educators may purchase digital access for only $30 (includes GST), then watch Lady Day at Emerson's Bar and Grill online from May 17th until 21st with their students from the comfort of their classroom. 

    This price is based on per classroom, not per student.  Full payment is required at check out.

    To purchase digital access for your classroom, please click the button below:

    PURCHASE DIGITAL ACCESS FOR YOUR CLASSROOM

    If you have any questions or if you would like to purchase digital access for multiple classrooms, please email or call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT.

Account Issues

  • How do I log into my Theatre Calgary account?

    How do I log into my Theatre Calgary account?

    To log into your Theatre Calgary account, click MY ACCOUNT located at the top of each page.

    My Account

     You may also use the button below.  

    MY ACCOUNT

    Alternatively, the login page may also be accessed directly at https://my.theatrecalgary.com/account/login.

  • How do I reset my account password?

    How do I reset my account password?

    If you have forgotten your password, don't worry!  On the login page, click the FORGOT PASSWORD? button. A popup will open. Enter your email address and click Submit. A Forgot Password email will be sent to you with further instructions. 

    Please be advised that it may take a few minutes for this email to appear in your Inbox.  

  • How do I update my account (including changing my email address, password or mailing address) online?

    Once you have successfully logged in, your email address will be located at the top of the screen. 

    To access your account details, click your email address. It will open the Update Account page.

    On this page, you can update your email address, password, and mailing address.  You can also review your Donation History, Memberships and upcoming digital Performances.

  • I would like to purchase more than one (1) digital access. Why can't I select more than a quantity of 1?

    To enjoy Lady Day at Emerson's Bar and Grill,  you will need reliable internet connection, a unique Theatre Calgary account, and have one valid digital access order on your account.  Once the order is complete, the digital access will be specifically linked to the Theatre Calgary account under which it was purchased - one (1) digital access to one (1) Theatre Calgary account! 

    If you have family or friends who won't be with you but still want to share the experience with you, they will need to purchase their own digital access. You can also give the gift of Lady Day at Emerson's Bar and Grill!  Please click the button below for more information.

    Purchase DIGITAL VOUCHERS

  • I am having difficulties purchasing online.

    If you run into any issues with your online transaction, please call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT. 

  • I did not receive an order confirmation via email.

    The order confirmation may take some up to five (5) minutes to arrive in your Inbox. If it hasn’t arrived after a half an hour, please check your Junk folder. The automated order confirmation may have been marked as spam by your email filters. If you still haven’t received the email, please call the Audience Services team 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT or email us.

  • I have received an Error page.

    From time to time, you may receive an error page.  There are numerous reasons that you may receive this page - from promo code errors, to pages being moved, to issues with the online session cart. 

    If you receive an Error page, please read the guidance on the page as it may given you an indication why you received the error. If there is no reason, please try logging out, closing your browser and relogging in or clearing your browser's cache

    If you continue to have issues, please note what you were doing at the time, what page you received the error and please call the Audience Services team 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT or email us.

Technical Information & Troubleshooting

  • What devices can I watch the performance on?

    You will be able to watch the filmed digital performance on any internet-connected device that has a web browser, including laptops, PCs, smart TVs and mobile devices.  We strongly recommend keeping your device’s operating system and browser as up-to-date as possible to avoid any bugs or potential security vulnerabilities.

    Please note: As this video is embedded on the Theatre Calgary website, if you are viewing it through a smart TV device, you will need to access it through the device's web browser.  This filmed digital performance is not available through any external app or website (such as the Vimeo app, Google Play or the App store). 

    Supported Smart TVs & Casting Devices: 

    • Apple TV (4th generation and 5th generation/4K models running tvOS)
    • Android TV devices (such as NVidia Shield TV, Sony TVs, Xiaomi Mi Box)
    • Amazon Fire TV devices
    • Google Chromecast

    Supported Mobile & Tablet Devices:

    • Android mobile/tablet devices using browsers installed on Android 8.0 (Oreo) or newer.
    • iOS/iPadOS devices using Safari browser on iOS12, iPadOS12 or newer.

     

  • What browsers can I watch the performance on?

    Video playback is supported in browsers that can decode H.264 videos in an HTML5 player. For optimal viewing, we recommend using the latest version of Google Chrome or Mozilla Firefox. However, video playback may also be used on the browsers below:

    • Internet Explorer 11
    • Microsoft Edge
    • Safari 9+ 
  • Can I watch the performance via AirPlay on my Apple TV?

    Yes. As this video is embedded on the Theatre Calgary website, if you want to AirPlay to an Apple device, you will need to access it through the device's Safari web browser.  

    To AirPlay a video to an Apple TV or other AirPlay-capable device from the Safari browser on macOS, iOS, and iPadOS, tap the AirPlay icon in the video player and select your preferred device. More information about Apple AirPlay can be found here.  

  • Can I watch the performance via Google Chromecast or an Android TV?

    Yes.  However, as the video is embedded on the Theatre Calgary website, there are few extra steps that you will need to take. To cast a video to a Google Chromecast device from a PC:

    1. Navigate to the View Performance page on your desktop or laptop computer using Google Chrome.

    2. In the top right corner, you will see a little three-dots options menu. Clicking it will open a menu.

    3. In that menu, choose Cast.

    4. Select your device in the dropdown that appears, and you will see the web page on your TV or monitor.

    5. Simply click the full-screen button and hit play on the video. Enjoy!

     

    Below is a video tutorial that demonstrates the steps above: 

     

  • Can I watch the performance through my Roku Smart TV?

    No.  As the video is embedded on the Theatre Calgary website and is not available as part of a channel offered through Roku, we are unable to offer the performance on Roku Smart TV devices.  

    However, if you are an Android or Windows user, you may be able to screen mirror to your Roku Smart TV.   For more information, please visit the Roku support page located here

  • Is there another way that I can watch the performance on my TV without AirPlay or Chromecast?

    Yes. If you do not have a smart TV or casting capabilities, you can use an HDMI cable to network your PC/laptop directly to your TV. Please consult the manufacturer of your TV and PC/laptop for additional information regarding HDMI connections.

  • I opened the View Performance page, but the video won't load or start.

    First, close and reopen your web browser, then log back into your Theatre Calgary account and try to load the video again.  If the video is still not loading, try clearing your website browser’s cache. Learn more here

    If this has still not resolved the issue, your internet connection may be down: turn your computer off and back on, and reset your modem or router if possible (unplug, leave unplugged for 15 seconds, plug back in). If this does not resolve your issue, please contact your internet service provider for further assistance. 

  • How do I watch the performance in full screen mode on my mobile device?

    By default, when you click the Play button, the performance should enter full screen mode within your mobile device's native player.  If it doesn't, you may select the full screen option on the video player.  You can select it by clicking the fullscreen icon. 

  • Can I pause or rewind the performance video?

    Yes.  If you need to pause or rewind the performance, you may.  If you need to return to the performance at a later time, you should note the time stamp on the video as once you navigate away from the page, it may reset and you might lose your spot.  

  • How do I turn on Closed Captioning?

    Theatre Calgary is pleased to include offer Closed Captioning.  To turn on captions when viewing Lady Day at Emerson's Bar and Grill, click the  button in the player's bottom toolbar. From the secondary menu, if applicable, select the caption track you’d like to see. 

  • I started watching the performance at 11:30 p.m. on the last day it is available to me. Will I be able to finish watching the performance before it expires?

    Yes. As long as you do not navigate away from the View Performance page or reload your browser, you should have access until the performance completes. 

  • What if I lose connection to the internet while watching the performance?

    It is important to ensure that you have a reliable internet connection before you start watching the performance as Theatre Calgary takes no responsibility for signal interruption due to inadequate internet connection.   However, if your connection is interrupted during viewing, please keep in mind that you have two (2) days to view the performance. Perhaps return later when the internet connection is stronger or more reliable. 

  • I am having video playback issues.

    There are many, many factors that could influence the quality of the video playback; including some that pertain specifically to your computer or device. The simple fixes below from Vimeo may help to improve your watching experience:

    Switch to “Auto” in the Playback Quality Menu

    Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. 

    Check your bandwidth

    The video performance requires network speeds of 500 kbps or higher in order to stream the lowest playback quality (240p). You can use this speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on WIFI or cellular networks. 

    Disable any browser extensions, plugins, or add-ons

    Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing. 

    Restart your router and modem

    Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.

    Update your browser

    Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance.

    Close excess browser tabs or applications

    Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.

    Clear your browser’s cache

    Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here

    Disable/Enable Hardware acceleration

    Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings. 

  • The video is lagging, delaying, skipping, or audio and video are out of sync.

    Our video host, Vimeouses adaptive bitrate streaming which means the video quality will automatically adjust according to your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback.  A poor internet connection can make an online digital experience very disappointing.   

    If you are on a Wi-Fi connection, we recommend that you sit as close to your Wi-Fi router as possible, to ensure a strong signal.   If you are on a computer or laptop, we recommend connecting directly to your modem via an Ethernet cable: this will ensure that you are getting the strongest connection, which will greatly reduce interruptions.  

    Please keep in mind that the quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to the playback servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, Wi-Fi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP.

    When a video plays in lower than expected quality, it’s likely because the viewer’s Internet speed (bandwidth) or computer processing speed cannot support higher quality playback. Viewers can manually force a particular quality by selecting the gear icon in the lower right corner of the player. 

  • There is no sound or audio.

    Below are a couple of tips that may help to resolve your sound or audio issues:

    1. Please turn up computer volume, ensure any external headphones or speakers connected are plugged in and turned on.

    2. If sound is still an issue, check to see if the volume button on video (in lower left corner of video window) is muted (will display as a line cutting through the volume icon), or if volume on YouTube stream is turned up (can be toggled by clicking volume icon and sliding bar to top). You can also check it your browser tab is muted: right click on tab at top, which should state whether tab is muted.

  • I have received a strange error code in the video player.

    The video files for Lady Day at Emerson's Bar and Grill are hosted remotely through Vimeo and we utilize their video player functionality to bring you this filmed digital production.  Vimeo has a comprehensive list of error messaging and solutions. Please visit their Troubleshoot Player Error Messaging page for more guidance. 

  • I need additional technical assistance.

    Please call our Audience Services team at 403.294.7447, Monday to Friday, 9 a.m. to 5 p.m. MT.  

    From May 14th to 23rd, 2021, Audience Services will be available to provide assistance Daily, 12 p.m. to 8 p.m. MT.