Question 1

My video isn't playing. Help!

Accepted Answer

If you’ve arrived to watch a show and you don’t see the video playing, or you’re experiencing excessive buffering or another video-related tech issue, this page contains troubleshooting steps for you to carry out.

Before following these steps, ensure you’ve read the Getting your tech set up to watch an OnJam show which contains information on recommended devices and internet connection speeds.

Steps Follow the steps below in order. If we’re unable to troubleshoot your issue here, there are instructions to contact OnJam Customer Services in the final step.

Refresh the tab where the OnJam event is open. Once done, allow the video to load. If the video isn’t loading, press the play button.

If you’re attending a live Q&A or similar, you should check your microphone/camera settings, and allow access to OnJam. Please visit the How to get your tech setup article for more on this.

Close the tab. Return to the email from OnJam that contains your link to watch the event. Select the link and allow the video to load.
Go to www.fast.com and check if your internet connection speed meets our recommendations.

You’ll require a minimum internet speed of 5 Mbps to watch OnJam shows in High Definition (HD) which is our standard. You’ll need 2 Mbps to watch in Standard Definition. For shows in 4K you’ll require 25 Mbps.
The stream qual

Question 2

How do I watch the show on my Chromecast?

Accepted Answer

This page will help you get started watching an OnJam show with your Chromecast.

Watch OnJam on your Chromecast We’d thoroughly recommend watching an OnJam show through a Google Chromecast. We love that you can share this moment of music with a group of friends and family in the comfort of your home.

What is Chromecast? Chromecast is an internet-connected device that plugs into the HDMI port of your TV. It’s a quick and easy way to convert your TV into a smart TV. You send the video from the OnJam website to the TV using your home WiFi.

**Connecting up your Chromecast ** Setup your Chromecast with OnJam by following these steps.

**Step 1: **Ensure your TV, Chromecast and speakers are all switched on, and set to the correct HDMI port. You should see the beautiful Chromecast backgrounds on your TV. Please follow Google’s Help page if you need assistance completing this step.
Step 2: At show time, follow the link in your confirmation email from OnJam. The event page will open. Please do this from a supported device (see below) and using the Chrome web browser.

_If you’d like to test your Chromecast before purchasing a ticket, you’re welcome to watch our free demo event. _

Step 3: Once the video starts playing, select the Chromecast icon in the bottom right of the video. The Chromecast icon won’t a

Question 3

I received a 'Could not load the manifest file' error. Please help!

Accepted Answer

If you receive the following message when trying to watch an OnJam event:

_Could not load the manifest file. Make sure the source is set correctly and that CORS support is enabled _

Please try the following steps:

If connected to a VPN, try disconnecting from the VPN and refresh the event page.
If using a cookie or ad blocker plugin (not that we show ads), please disable the plugin and try again.
Ensure you’re using the latest version of our supported web browsers. You can find links to check your browser here.
Clear your cookies - instructions on how to do this for a host of common web browsers.

If the above steps have not resolved your issue please use the chat messaging in the bottom right hand corner of this page, which will direct you to a member of the OnJam support team who will happily assist you. If you’re unable to use the chat, please email support@onjam.tv and the OnJam support team will assist you there.

Related article: Getting your tech set up to watch an OnJam show

Question 4

What is OnJam, and how does it work?

Accepted Answer

**What is OnJam? ** OnJam is where artists perform, connect with fans and make a living online.

We're a business committed to bringing performers and their fans closer together. We believe that artists should be able to earn a living (not a pittance) performing online, manage and communicate with their supporters and fans directly, and stream or showcase their filmed shows in high definition. We believe that people should be able to watch shows from anywhere in the world.

How does OnJam benefit artists? OnJam connects artists, creators and venues with their fans or supporters all over the world.

We provide all the infrastructure to host and monetise your online concerts or performances:

High definition video streaming that's free and easy to use
The tools to monetise your online shows and videos without the admin hassle: flexible ticketing, authenticated access, secure online payments, automated access emails for your audiences…
Artist dashboard and interactive features to grow and directly engage with your global fans and supporters now, and in future

How much do artists earn with OnJam? Artists, creators or venues (basically anyone making a show) set their own pricing. They earn eighty-five percent (85%) of revenue minus payment processing fees, which typically come to 1-3%, depending on the size of the transaction and where in the world the fan is paying from. OnJam takes a cut of 15% to cover video and streami

Question 5

I received a 'Your ticket could not be verified' error. Please help!

Accepted Answer

Your tickets are securely authenticated by OnJam. We take a number of steps to ensure only the intended person watches the show.

⚠️ Sharing your event link with someone else could cause this error to happen.

If you’re the intended person and receiving the ‘Your ticket could not be verified’ there are a number of steps to help resolve the issue:

Make sure the show is only being used on one device or web browser at the same time. Your ticket is only valid on one device. Please don’t share or re-use it.
Check you're still connected to the internet.
Refresh the tab where the OnJam event is open.
Close the tab. Return to the email from OnJam that contains your link to watch the event. Select the link and allow the event to open.
Fully close your web browser and return with the same link.
Clear your cookies - instructions on how to do this for a host of common web browsers.

Extra support if you’re using a phone or tablet:

Keep the event page open at all times. Closing the page or turning off your device screen may disconnect you from OnJam and prevent us allowing the video to play.
Make sure you keep the internet browser open at all times, and not use another app at the same time.
Make sure the device you're using to watch does not go to sleep - this could stop the internet connection to the OnJam platform.

If the above steps have not resolved your issue please use the chat messaging in the bottom right hand corner of this page, which will direct y

Question 6

How is OnJam different to using Zoom or YouTube/Vimeo and doing my own ticket sales?

Accepted Answer

OnJam provides a free, integrated service for high quality video streaming and secure, authenticated payments for access.

Here are the main ways OnJam is better than using other video-streaming sites and handling your own ticket sales…

You’ll look and sound significantly better than Zoom or YouTube. We stream in HD / 4K video and with 320 Kbps audio
**You won't pay anything to use OnJam's ticketing or video streaming services. **OnJam does not charge you for uploading or streaming videos. It operates on a commission model: OnJam takes 15% of ticket sales and 5% of tips to the artist. So if you sell $0 in tickets, you'll pay $0.
You'll have more control over how you monetise your videos and livestreams. With OnJam, we've made it easy to create multiple tiers or types of tickets at different prices, do 'pay what you want,' group shows together to form a series, offer special discount codes to your top fans, make your beautiful performance films available to watch on demand so you can earn money as you sleep… and more!
**You can cut down on the admin. **OnJam takes care of the emails to your audience members: order confirmations, ticket access, reminder emails… you don't need to do anything.
**You own your fanbase. **We don't hide data from you: quite the opposite, we believe it's yours! As long as audience members opt-in to sharing their data with you for marketing purposes, you are free to email them. We comply with GDPR, and we respect peopl

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