My show won't download

Short answer: Errors like "Connection interrupted, please try again", a "Contact Sales/Support" message, or a stalled download usually mean the connection dropped. Use wired ethernet, turn off sleep and screen savers, close other apps, install the latest StagePlayer, and try again. On school or theatre networks, a firewall may be blocking the download: try another network or ask IT to allow three Broadway Media addresses.

Applies to: StagePlayer 2.x (current release) on Mac and Windows · Last reviewed: October 17, 2026

Try these in order

Use a wired ethernet connection instead of Wi-Fi.
Don't disturb the computer, network or cables during the download.
Close other apps.
Turn off power saving: screen savers, automatic sign-out, sleep and shutdown.
Install the latest StagePlayer from broadwaymedia.com/downloads; it replaces the old one. Returning customers often have an outdated version.
Start the download again. If you quit, sign out or the computer sleeps, it starts over.

Still failing? It may be a firewall

School, university and theatre firewalls can block show downloads even when StagePlayer itself downloaded fine.

Try a different network (for example at home), then bring the computer back. You don't need the internet to perform.
Or ask your IT team to allow these addresses:
- bmdaccounts.com
- bmd-accounts-production.s3-us-west-2.amazonaws.com
- accounts.broadwaymedia.com

How long should it take?

A few minutes to about an hour, depending on the computer and connection.

Is there enough space?

Each show needs about 5 GB, plus 10 GB free for StagePlayer. See How to find your computer's specs.

Still stuck?

Show Goods product help is self-service, with no live chat or phone support. Try these next:

Work through StagePlayer troubleshooting: start here.
Check your computer against the StagePlayer system requirements.
Orders, rentals, license dates, refunds and custom content are handled by Broadway Media, not Show Goods: broadwaymedia.com/support or hello@broadwaymedia.com.