FAQs / Help - The Metropolitan Opera in New York

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TROUBLESHOOTING QUICK TIPS

Below is a quick list of troubleshooting tips to try in addressing the most commonly reported problems with Met Player, with links to more detailed information found elsewhere on this FAQs page:

Ensure your computer meets the site's technical requirements.
Test your internet connection speed to ensure it is sufficient for streaming Met Player content. Met Player's HD content requires a consistent internet connection of at least 2.5 mbps to ensure optimal performance. Wireless internet connections are more easily compromised in terms of speed and consistency.
Adjust your computer's screen resolution settings to improve picture quality. A 1280 x 720 resolution is the default recommendation, but some experimentation may be needed to find the ideal setting for a given computer.
Ensure that your browser's zoom is set to 100%.
Disable your screen saver and/or power save mode to ensure your monitor stays on throughout playback.
Refresh your browser if playback stalls or subtitles stop appearing.
Clear your browser cache and restart your browser if you experience problems with playback and/or subtitles.
Close all other programs that are not required for use when using Met Player.
If you experience problems in one browser, try using Met Player in a different browser.
Check for and install any available updates for your browser(s).
Ensure that your settings for Adobe Flash Player are adjusted appropriately for Met Player.
Disable certain applications that may interfere with Met Player performance including: Firefox extensions, Aero for Windows Vista, anti-virus or filtering applications, and Zune.

CONTACT US

How do I contact Met Player customer support?
What information should I include with a customer support / technical assistance inquiry?

Technical Questions

What are the site's technical requirements?

For an optimal viewing experience and to be able to watch video performances with subtitles we recommend a minimum 2.0 GHz Dual Core processor, 1 GB of memory and 128 MB of video RAM. Adobe® Flash® Player is required to access Met Player.

* Met Player's HD content is prepared for highest quality playback at a resolution of 1280 x 720. Users may need to adjust the Screen Resolution of their monitor to a setting with a width of 1280. Please note that the optimal height setting for the 1280 width setting may vary depending on monitor size.

Met Player utilizes the most advanced technology available to deliver superior streaming of audio and video performances, including those shot in high-definition video. To ensure the best possible experience, Met Player users should note the minimum system requirements needed to stream the audio and standard-definition videos available on the site as well as the recommended system requirements for viewing high-definition videos. It may still be possible to access the performances available on Met Player if these requirements are not met; however, the optimal viewing and listening experience has been designed with these guidelines in mind.

What can I do to ensure the best viewing experience of Met Player on my computer?

For an optimal viewing experience we recommend a minimum 2.0 GHz Dual Core processor, 1 GB of memory and 128 MB of video RAM. A high-speed broadband internet connection of 2.5 mbps or greater is also recommended. Adobe® Flash® Player is required to access Met Player.

There are several websites to choose from to test your connection speed for free, including:
www.speedtest.net
www.speakeasy.net/speedtest
www.bandwidth.com/tools/speedtest

(Please note: These sites are not monitored or maintained by the Met. We do not guarantee the accuracy or completeness of any information contained on these websites.)

You should also ensure that your internet browser(s) is fully up to date by checking for updates as follows:

Internet Explorer - Click "Tools" and select "Windows Updates"
Firefox - Click "Help" and select "Check for Updates"
Safari - Click the Apple Icon and select "Software Update"

I click "Play" but the opera does not begin, and I only see "Loading opera..." and/or circular arrows spinning in the middle of the screen. What should I do?

You most likely need to adjust your Adobe® Flash® Player settings. Visit the Settings Manager page at the address below on the Adobe website, through which you can adjust the settings for Flash on your computer:

http://www.macromedia.com/support/documentation/en/flashplayer/
help/settings_manager.html

On this page, click on "Global Storage Settings Panel" on the left side and move the slider bar to at least 1 MB. Also ensure that BOTH buttons are checked for "Allow third-party Flash content to store data on your computer" and "Store common Flash components to reduce download times." You may also click on the "Global Security Settings Panel" link, click on the "Edit locations..." drop down menu, and select "Add location..." and enter BOTH "http://www.metoperafamily.org" and "https://www.metoperafamily.org" to the list of sites that Always Allow Flash to access information. It may be necessary to close your browser and return to this site to ensure that your changes have been saved.

The video playback is choppy and/or stalling. What can I do to fix it?

The player should not stall under normal circumstances. If you are constantly experiencing problems with stalling or choppy playback, please check the following:

Ensure that your computer meets the minimum hardware and software requirements. Streaming video playback is extremely CPU intensive. If your CPU is running at or above about 75% you will likely encounter issues with sluggish or choppy playback. You can check your CPU usage by hitting Ctrl+Alt+Del and then selecting "Task Manager". CPU usage percentages are listed under the "Performance" tab. (On a Mac, go to "Applications", then choose “Utilities” and open the “Activity Monitor.”) You can reduce your CPU usage by closing other programs and background services which you have running at the same time as your web browser.

My browser freezes or crashes when I try to play a Met Player opera. What should I do?

Please refer to the information above to ensure that your computer meets the site's technical requirements, that your internet connection speed is sufficient, that your settings for Adobe Flash are adjusted appropriately, and that all other suggestions detailed above have been considered.

Why am I not seeing subtitles?

First make sure you have selected a subtitle language from the "Subtitle Options" drop-down menu and that the subtitles are not turned off. It may also be necessary to refresh your browser. If they are still not appearing, clear your browser cache and restart the browser. If you use different internet browsers, please check for subtitles in each before contacting customer support for further assistance.

Account Questions

Do I need to set up an account?

Yes, all Met Player customers will need to have an active account. If you currently have a subscriber account on MetOpera.org, you will be able to access Met Player through that same account.

I already have an account on metopera.org. Do I need to set up a separate account for Met Player?

No. You can use the same user name and password to access Met Player and process payments for subscriptions and individual rentals.

Will I be able to access my account and/or my current rentals from any computer and/or internet connection?

Yes, you will be able to access your account from any computer and enjoy Met Player, as long as the computer you are using meets the minimum system requirements, has Flash installed, etc.

Can I preview an opera before deciding to rent it or subscribe?

Met Player offers a rotating lineup of free opera preview clips to introduce customers to the Met Player experience. On any given day, you may not be able to preview the specific opera in which you are interested—but we hope you will take advantage of the three free previews available at that time.

Additionally, new users may register for a one-time, free 7-day trial subscription. During this free trial, users can enjoy unlimited access to all of the content available on Met Player. Please note that free trial subscriptions must be cancelled before the end of the 7-day trial period—or users will become monthly subscribers at the $14.99 rate.

Why am I being asked to provide my credit card information to begin the free 7-day trial of Met Player?

The free 7-day trial period serves as an introduction to Met Player that will convert to an ongoing monthly subscription unless the customer specifically chooses to cancel before the end of the trial period. Your credit card information is obtained at the beginning of the trial period, but will not be charged if you cancel before the end of that 7-day period.

How much does Met Player cost?

There are several different options available to experience Met Player, at different price points.

Subscriptions offering unlimited access are available for $14.99 per month or $149.99 per year. Met Members at the $125 level and above can purchase an introductory six-month subscription to Met Player for $49.99.

Non-subscribers can rent individual operas for a one-time rental fee of $4.99 for HD videos and $3.99 for audio performances and non-HD videos. Individual rentals may be played in a six-hour window within 30 days of purchase.

I am a Met subscriber. Are there subscriber discounts available for Met Player?

There is no discount available for season subscribers. However, there is an introductory offer available to Met Members at the $125 level and above for a six-month subscription for $49.99. To learn more about Met Memberships, please visit: www.metoperafamily.org/metopera/support/membership_patron

How can I give a gift subscription to Met Player?

Annual subscriptions ($149.99) to Met Player can be purchased as gifts by calling the Met at (212) 362-6000. Our customer service staff will process the order and mail a gift card to the gift purchaser or to the gift receipient, which will include a special code and instructions for activiating the gift subscription. Met Player gift subscriptions may also be purchased in the Met Opera Shop.

Are special subscription prices available for institutions such as schools and libraries?

No, at this time Met Player does not offer any institutional subscription packages.

If I decide to upgrade from a one-time rental to a subscription, can I apply the cost of my rental to my subscription price?

No, but we certainly hope that after experiencing Met Player through a one-time rental that you will consider a subscription that will give you access to the entire Met Player catalog for the duration of your subscription.

How long is my one-time rental good for?

Upon purchasing an individual rental, you have 30 days to begin playback of that opera. Once you click play on a rented opera, you then have 6 hours to watch and/or listen. The “Your Rentals” link on the Met Player homepage directs you to a page that tells you how many days you have left to begin playback, and how many hours remain once you have clicked play.

It appears as though my rental or subscription transaction has been processed, but I am unable to play the selected video in Met Player. How can I solve this problem?

First, please make sure that your computer and internet connection meet all of the system requirements detailed above. If the problem is not resolved, users should contact us at metplayer@metopera.org or call customer service at (212) 362-6000.

How can I have my Met Player subscription billed to a different credit card?

Subscribers can visit the “Your Account” section of the Met Player site and choose “manage your payment methods” to add a new credit card to their account and/or change the credit card to which the subscription is billed.

On the “manage your payment methods page,” select “add a payment method” and input the information for the new credit card. At the same time, users may select the check box to have that new card billed for their Met Player subscription. Click “save” and the changes will be made.

If you have two credit cards stored in your account and wish to change your subscription billing from one to the other, simply “edit” the card that is not currently being billed, select the check box to “Bill Met Player subscription to this card” and click “save.”

Please note that the system will not allow users to delete a credit card from the account if that card is being billed for an active subscription; users wanting to delete a card in this case would either have to select a new card for their subscription billing (as detailed above) or cancel their subscription.

How can I update the expiration date for the billing credit card on my Met Player subscription?

Visit the “Your Account” section of the Met Player site, select “manage your payment methods” and then “edit” the card you wish to update. Once you have updated the expiration date, click “save.”

How do I cancel my subscription to Met Player?

You may cancel your subscription at any time by visiting the “Your Account” section of Met Player. You must be logged in to see the "Your Account" link in the left-side navigation menu on the Met Player homepage. All cancellations (including the Free 7-day Trial) can only be processed online by selecting "Your Account" > "Manage Your Met Player Subscriptions" > "Cancel My Subscription" and submitting the request. Please do not contact customer support for cancellation requests. Please note, all payments are final and no refunds will be given.

Product Questions

Do Met Player operas include subtitles?

Yes, all Met Player videos contain English subtitles. Also, the most recent HD additions to the Met Player catalog contain subtitles in French, German, and Spanish as well. Click on the "Subtitle Options" drop-down menu to choose from the available subtitles, or to turn off subtitles. Users can switch between any of these options at any time during playback of an opera, but not while viewing in full-screen mode.

Can I turn off the subtitles?

Yes, below the video screen is a drop-down menu for "Subtitle Options" and users may select "Subtitles Off" at any time during video playback to temporarily turn off the subtitles.

Are the subtitles available in languages other than English?

Yes. For the HD operas from the 2008-2009 season (and future HD additions to the Met Player catalog), subtitles are available in French, German and Spanish as well as English. Click on the "Subtitle Options" drop-down menu to choose from the available subtitles, or to turn off subtitles. Users can switch between any of these options at any time during playback of an opera, but not while viewing in full-screen mode.

What is the difference between high-definition videos and standard-definition videos?

In 2006, the Metropolitan Opera began filming select performances in high-definition video, offering the highest quality in terms of picture clarity and sound. Most of those HD videos are available on Met Player—offering a viewing experience on your computer that delivers noticeably sharper images and improved sound quality.

What is the aspect ratio for Met Player videos?

High-definition videos on Met Player present in a 16:9 aspect ratio, while standard-definition videos present in a 4:3 aspect ratio. Users may need to adjust their screen resolution settings to find the right setting for enjoying Met Player videos on any given computer.

I don’t see my favorite opera listed among the options available on Met Player. Will it be available in the future?

Quite possibly. New audio and video files will be added to the Met Player catalog every month. Keep an eye on the “Recently Added” and “Coming Soon” sections of the Met Player site for updates on new additions to the library.

If I stop an opera in the middle, can I later resume playback at the same spot?

Unfortunately this is not possible on Met Player as playback always starts at the beginning of an opera. However, users may navigate to specific points in the opera using the scrolling track menu on the right side of the screen as well as the forward and backward buttons.

Can I download an opera from Met Player to my iPod or a DVD?

No, all Met Player products are only available for streaming through the Met Opera website.

Can I watch Met Player videos on my television?

If you already have your computer connected to your television, you should be able to view the Met Player videos on your television with connected audio as well.

Can I watch Met Player through Apple TV?

No, Met Player is not available through Apple TV.

Contact Us

How do I contact Met Player customer support?

Please call our customer service center at (212) 362-6000 or send an email to metplayer@metopera.org. Please know that support for Met Player is limited to the hours of operation of the Met's Customer Support Center. Regular hours during the opera season are: Monday through Saturday, 10 am to 6 pm and Sunday, 12 pm to 6 pm.

What information should I include with a customer support / technical assistance inquiry?

Please provide as much detail as you can when contacting customer support, including a complete description of the issue(s) you are having with Met Player, the date and time you experienced the issue(s), and whether your issue(s) is specific to one Met Player titles. It will also help us troubleshoot your problem to include specific information about your computer setup, including: Operating System and Version/Service Pack; Browser and Version; Type of Internet Connection and Connection Speed; System RAM and Video RAM; Flash Version.

CREDITS

The Met acknowledges the following companies whose combined efforts made Met Player possible:

AdamsMorioka, Inc.

Brightcove

Panvidea

POP