Need Help? Contact Us!

Need Help? Contact Us!

Our most commonly asked questions and links to help documentation are below! If you can't find a solution in these materials, please contact our help desk. If your question pertains to changing an order and requires that you provide secure information (like a credit card number), you're welcome to give us a call during regular business hours.

Top Help Desk Questions (August 2022)

  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 these new "CPC Packages" and "RGBPlus Sequences?"

  How do I connect all of the stuff I just bought to my computer or Showtime Director?

  My controller/hardware is acting strange. I might need it repaired. What information do I need to have ready when I contact you?

  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?

Online Videos

Are you a visual learner? Check out our collection of video tutorials for learning our software or troubleshooting common sitautions.

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Hardware Documentation

Misplace your manual? You can find all of our hardware guides online.

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Software Documentation

Details about every software feature are available in our online help files. Just use the table of contents or search function to research a topic!

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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!

Bitdefender and McAfee antivirus software are common sources of Sequencer playback problems. Please disable both before submitting a ticket.

Don't forget about our Official Forums and Official Facebook Group for quicker assistance from fellow members of the Light-O-Rama community.

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

Click to Open a Help Desk Ticket Now

Click to Open a Help Desk Ticket Now

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.

Phone Hours:

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!

Light-O-Rama Starter Packages

Light-O-Rama Starter Packages

RGB Packages and Kits

RGB Packages and Kits

Further Assistance

  If you have been invited to attend a remote session by our Help Desk staff, click here.