Frequently Asked Questions
I'm brand new to light shows - what do I need to order?
How do I connect all of the stuff I just bought to my computer or Showtime Director?
My controller/hardware is acting weird. What information do I need to have ready when I contact you?
My controller/s are connected to my computer but I can't control my lights! Help!
I need to send something in for repair, what do I do?
I forgot my license information. Where do I find it?
I don't have access to the email address associated with my license anymore. How do I change it?
My computer says I've "reached my maximum license seats." How do I free up a computer?
How do I get my display on the computer so I can create my show? What's a "Preview?"
Sequencing (creating my light shows) is harder than I thought. What do I do?
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! If your ticket hasn't recieved a first response within 24 hours, it means it's been already passed on to Tier 2 support for assistance and our engineers are taking a look at your situation. (Tickets submitted over the weekend may take up to 72 hours to recieve a response.)
Thank you for your patience!
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.
Thanksgiving & Christmas Day: Help Desk Closed
Contact Us By Phone
If you need to place a large order over the phone (such as a commercial entity requiring a purchase order), or have questions about changing or adding small items to an order you've already placed, you are welcome to call us during business hours at 518-539-9000.
Our phone lines are closed on Wednesdays so we are able to schedule staff meetings and dedicate extra sets of hands to shipping during the busy season. Thank you for your understanding.
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
Thanksgiving & Christmas Day: Phones Closed
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. Thank you!