Technical Support
Exceeded Viewing Limit
If you receive a message that you have exceeded the number of views on your account, you will need to speak with an agent for assistance. Please contact us by live chat (during support hours) or email us at support@visionmedia.com. Please be sure to ...
Exceeded Device Limit
If you receive a message that you have exceeded the number of devices on your account, you will need to speak with an agent for assistance. Please contact us by live chat (during support hours) or email us at support@visionmedia.com. Please be sure ...
Browser Add-ons and Pop-up Blockers
Ad blockers or pop-up blockers may prevent the screeners from loading or functioning properly. We recommend you whitelist the site you are to retrieve invitations from. Instructions will vary depending on the browser and ad blocker(s) installed. The ...
Decryption Key Error - AirPlay
Airplay is not supported through our platform. Third-party mirroring/casting apps are also not supported. "Decryption Key Error" or "DRM Error" usually occurs if you attempt to AirPlay or stream to an unsupported monitor/screen. Apple only supports ...
Choppy / Buffering / Frozen Playback
Is your video stopping intermittently or pixelated? Do you have a bad-quality video? We recommend that you have at least a 5Mbps internet connection to stream screeners. You can test your connection speed by going to www.fast.com and running a speed ...
When are you available to help?
We are available to help Monday to Friday 9 AM to 6 PM Pacific Time. You may reach us through live chat on the site or email us at support@visionmedia.com .
No Video or No Audio
If you are experiencing any playback issues, please confirm that your system meets the minimum requirements for streaming. This article contains the following topics: If you are experiencing no audio If you are experiencing no video No Audio or Sound ...
"License Request Failed" Error
When trying to play the film I get a License Request Failed error. Why? If you receive the "License Request Failed" error message when attempting to stream screeners, your system is most likely not compatible with DRM protection and security. You may ...