Troubleshooting Tips
Check out the troubleshooting tips below, and click the blue buttons below for additional tips depending on the device you’re using. If these tips don’t solve the issue, please click the grey button to send us details about the issue you’re experiencing, and we’ll try to help. Thank you!
General Tips
- Network/Filtering issues
- If your device is connected to your school network…
- Try accessing the page from another device connected to the network.
- If two or more devices have issues, ask your IT department to change filtering/firewall settings to allow the content.
- If the page is working on other devices on the network, the problem is probably not related to your school’s network or filtering software.
- Try accessing the page from another device connected to the network.
- If your device is connected to your school network…
- Antivirus software
- If you have an antivirus program on your computer, you can try temporarily disabling it to see if that has any effect on whether the page content shows up.
- Ad blocking software
- Ad blocking software can sometimes interfere with a web page’s functionality. Try disabling the blocking software, or adding these sites to the software’s whitelist:
- livestreamlearningstudio.com
- boxcast.com
- livestreamlearningstudio.my.salesforce-sites.com/
- formstack.io
- Ad blocking software can sometimes interfere with a web page’s functionality. Try disabling the blocking software, or adding these sites to the software’s whitelist:
- Phones
- While this program can be viewed on a phone, we recommend using a tablet-sized device or larger for the best experience.
- Remote Learning Workarounds
- If your students are unable to view the program due to device restrictions on their home computers or school-issued devices, you can share the video via Zoom or other video conferencing software.
- Instructions for sharing video via Zoom: https://support.zoom.us/hc/en-us/articles/202954249-Optimizing-a-shared-video-clip-in-full-screen
- If your students are unable to view the program due to device restrictions on their home computers or school-issued devices, you can share the video via Zoom or other video conferencing software.
Chromebooks
- In-school Network
- If student Chromebooks are on the school network, it may be a filtering or firewall issue. Ask your IT department to allow content from these domains:
- ntcplayworks.com
- boxcast.com
- ntc.secure.force.com
- nationaltheatre.my.salesforce-sites.com
- formstack.io
- If student Chromebooks are on the school network, it may be a filtering or firewall issue. Ask your IT department to allow content from these domains:
- If your school has set up restrictions on school-issued Chromebooks, your IT department may need to update those policies to allow our livestream content. Google’s instructions can be found here.
- In a pinch, you can present the video to your students via Zoom, or other video conferencing software.
- Web Browsers
- Which web browser to use:
- We recommend using Google’s Chrome browser for this program.
- Firefox
- If you’re using Firefox browser, you may need to turn off content blocking for ntcplayworks.com. Here are instructions:
- https://support.mozilla.org/en-US/kb/content-blocking#w_turn-content-blocking-off-on-individual-sites
- Web browser updates:
- If your browser isn’t up to date it can cause issues with some web pages. Some information on updating browsers: https://www.whatismybrowser.com/guides/how-to-update-your-browser/
- Javascript
- This program requires javascript to be enabled. You can check to see if javascript is enabled in your browser by going to this page: https://www.enablejavascript.io/en
- Computer updates:
- Make sure your computer has the latest updates for your operating system: https://www.lifewire.com/how-to-check-for-install-windows-updates-2624596
- Spyware/Malware scans:
- Download, install and run the free Superantispyware program to scan your computer and remove potential threats: https://www.superantispyware.com/download.html
Windows Computers
- Web Browsers
- Which web browser to use:
- Avoid using Internet Explorer
- We recommend using Google’s Chrome browser for this program.
- Firefox
- If you’re using Firefox browser, you may need to turn off content blocking for ntcplayworks.com. Here are instructions:
- https://support.mozilla.org/en-US/kb/content-blocking#w_turn-content-blocking-off-on-individual-sites
- Web browser updates:
- If your browser isn’t up to date it can cause issues with some web pages. Some information on updating browsers: https://www.whatismybrowser.com/guides/how-to-update-your-browser/
- Javascript
- This program requires javascript to be enabled. You can check to see if javascript is enabled in your browser by going to this page: https://www.enablejavascript.io/en
- Which web browser to use:
- Computer updates:
- Make sure your computer has the latest updates for your operating system: https://www.lifewire.com/how-to-check-for-install-windows-updates-2624596
- Spyware/Malware scans:
- Download, install and run the free Superantispyware program to scan your computer and remove potential threats: https://www.superantispyware.com/download.html
Mac Computers
- Web Browsers
- Which web browser to use:
- We recommend using the Chrome browser for this program.
- Firefox
- If you’re using Firefox browser, you may need to turn off content blocking for ntcplayworks.com. Here are instructions:
- https://support.mozilla.org/en-US/kb/content-blocking#w_turn-content-blocking-off-on-individual-sites
- Web browser updates:
- If your browser isn’t up to date it can cause issues with some web pages. Some information on updating browsers: https://www.whatismybrowser.com/guides/how-to-update-your-browser/
- Javascript
- This program requires javascript to be enabled. You can check to see if javascript is enabled in your browser by going to this page: https://www.enablejavascript.io/en
- Which web browser to use:
- Computer updates:
- We recommend MacOS 10.12 (Sierra) or higher.
- Spyware/Malware scans:
- Download, install and run the free version of MalwareBytes to scan your computer and remove potential threats: https://www.malwarebytes.com/mac/
Tablets and Phones
- Phones
- While this program can be viewed on a phone, we recommend using a tablet-sized device or larger for the best experience.
- School-issued Tablets
- In-school Network
- If student tablets are on the school network, it may be a filtering or firewall issue. Ask your IT department to allow content from these domains:
- livestreamlearningstudio.com
- boxcast.com
- livestreamlearningstudio.my.salesforce-sites.com/
- formstack.io
- If student tablets are on the school network, it may be a filtering or firewall issue. Ask your IT department to allow content from these domains:
- Content & Device Restrictions
- If your school has set up restrictions on school-issued tablets, your IT department may need to update those policies to allow our livestream content. In a pinch, you can present the video to your students via Zoom.
- In-school Network
- Device updates:
- Make sure your device has the latest updates installed.
- Instructions for Apple devices: https://www.howtogeek.com/658451/how-to-update-your-iphone-to-the-latest-ios-version/
- Instructions for Android devices: https://lifehacker.com/how-to-update-your-android-device-and-apps-1843395131
- Make sure your device has the latest updates installed.
- Javascript
- This program requires javascript to be enabled. You can check to see if javascript is enabled in your browser by going to this page: https://www.enablejavascript.io/en
- Network/Filtering issues
- If your device is connected to your school network…
- Try accessing the page from another device connected to the network.
- If two or more devices have issues, ask your IT department to change filtering/firewall settings to allow the content.
- If the page is working on other devices on the network, the problem is probably not related to your school’s network or filtering software.
- Try accessing the page from another device connected to the network.
- If your device is connected to your school network…
