My show is not downloading. What do I do?

If you're getting the "Connection interrupted, please try again" error message, "Contact Sales/Support" error message, or if your show download doesn't make any progress (or the progress is extremely slow), it means that your internet connection was interrupted during the download process. 

To ensure a successful download: 

1. Use a hardwired (ethernet) connection for best results (rather than WiFi)
2. Ensure that your computer, internet server, and cabling are undisturbed during the download process
3. Do not run any other programs or applications during the download
4. Go into your system settings to ensure that your computer doesn't go into a power-saving mode (no screen savers, no logging out of your user account, and of course no turning off your computer)
5. If you are a returning customer, you may be running an outdated version of StagePlayer. Download the latest version at this link. This will overwrite the older version with the most up-to-date version. 

If none of these solutions work for you, you might be running into a firewall issue. Broadway Media customers sometimes report that their theaters, universities, or schools have firewalls that "catch" the show download (even though it doesn't necessarily stop the StagePlayer download). In this case, try using a different internet connection (such as your home internet) to download the show or ask your IT department to whitelist these URLs:

• bmdaccounts.com
• bmd-accounts-production.s3-us-west-2.amazonaws.com
• accounts.broadwaymedia.com