Top Help Desk Questions
I've ordered from you for years but the store is saying I don't have an account!
I'm brand new to light shows - what do I need to order? How does this all work?
What are "CPC Packages" and "RGBPlus Sequences?"
My Pixie controller is only lighting up 50 pixels but I have 100 connected! What is happening?
Only the first 6 pixels on my pixel strands are lighting up when I'm using your sequence. Why doesn't the whole strand work?
How do I connect all of the stuff I just bought to my computer or Showtime Director?
I forgot my license information or need to change my license email address.
My computer says I've "reached my maximum license seats." How do I free up a computer?
I just placed an order but I need to make changes - help!
Are there online groups I can join for Light-O-Rama support?
I don't have time to look online for the answer, can I just call you?
Contact the Help Desk
Response times for tickets are often much faster than phone calls during the Christmas season! Tickets submitted during weekday business hours will recieve a first response within 24 hours. Tickets submitted over the weekend may take up to 72 hours to recieve a response.
Thank you for your patience!
Bitdefender and McAfee antivirus software are common sources of Sequencer playback problems. Please disable both before submitting a ticket.
Help Desk Hours:
Monday: 8:00am - 6:00pm Eastern
Tuesday: 8:00am - 6:00pm Eastern
Wednesday: 8:00am - 6:00pm Eastern
Thursday: 8:00am - 6:00pm Eastern
Friday: 8:00am - 6:00pm Eastern
Saturday & Sunday (Jan. - Oct.): Help Desk Closed
Saturday & Sunday (Nov. - Dec.): Limited daytime hours. Tier 1 basic support only.
Federal Holidays (and Federal Holiday Observances): Help Desk Closed
Help Desk support is only offered for FULL Light-O-Rama systems. We do not provide official support for using hardware/lights from other manufacturers with our software, or for configuring our hardware in non-LOR software.
Open a Ticket By Clicking a Topic Below.
Contact Us By Phone
During the busy season, if your request is not urgent, please consider submitting a help desk ticket instead of calling so that we are able to assist as many customers as possible each day. We will schedule phone calls for situations requiring additional assistance.
If you choose to call us directly for technical troubleshooting, you must be at your computer or near your equipment at the time of your call or else we will request that you submit a ticket to schedule a callback
Monday: 10:00am - 4:00pm Eastern
Tuesday: 10:00am - 4:00pm Eastern
Wednesday: Phones closed (Help Desk Open!)
Thursday: 10:00am - 4:00pm Eastern
Friday: 10:00am - 4:00pm Eastern
Saturday & Sunday: Phones closed
Federal Holidays (and Federal Holiday Observances): Phones Closed
Phone support is only offered for FULL Light-O-Rama systems. We do not provide official support for using hardware/lights from other manufacturers with our software, or for configuring our hardware in non-LOR software.
Click on the sentence below that most closely relates to your situation for instructions about how to contact us by phone and to find our phone number.