SISTIC CEO apologises post JJ Lin’s virtual concert livestream lag

by DailyBriefers
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Singaporean mandopop singer JJ Lin held his virtual “Sanctuary Finale” concert online on 10 July. The concert which was meant to be his final pitstop for the “Sanctuary World Tour” however, left many fans disheartened by their live streaming experience.

Paying approximately SG $38 to SG$118,  fans were given an electronic Bluetooth wristband, courtesy of the singer’s own company JFJ Production, which would allow fans to interact in real-time with the singer. However, almost immediately after the show began, the livestream function started lagging and buffering with many fans only able to enjoy 30 minutes of the 90 minute show.

Midway through the show, some users, including MARKETING-INTERACTIVE, received an error message that said: “the session has not started”. (image taken at 8:44pm)

jj lin sistic livestream black screen

As expected, fans took to social media to air their grievances in the comments section of the companies involved, echoing notions such as indignance at the mandopop artiste having to apologise on behalf of the organisers during his show. Other fans posted on Facebook that they were still unable to enjoy the performance despite streaming on the Bookmyshow site.

Meanwhile, ticketing and streaming platform partner SISTIC subsequently released a statement on its Facebook page later that night, saying that it was “devastated that despite its best efforts, SISTIC was unable to resolve streaming issues with its technical partner whom it relies on for certain aspects of the live broadcast”.

SISTIC said that despite its preparations including conducting stress and load tests and catering for double the anticipated demand, it had encountered “unforeseen issues with its technical partner which it immediately investigated but were not able to resolve in a satisfactory manner”.

Event partner Unusual Entertainment also addressed the issue and apologised for the technical issues in a Facebook post following SISTIC’s.

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In an updated statement released on 11 July, SISTIC’S CEO Joe Ow said that the platform has since taken steps to ensure that future livestreams will not be affected. Ow also promised  to offer patrons the full refund for their virtual concert access pass of SG$41 for the TIME TRAVELLER ticket tier and SG$52 for all other ticket categories which include the full SISTIC booking fee, but excludes shipped merchandise. He added that all ticket holders will also receive a one-time access link to view the encore stream, and apologised to the artiste, fans and all agencies involved for the experience.

He said, “As disappointed as we are about the outcome, we believe the disappointment of JJ fans are much greater. We would like to apologise unreservedly to JJ Lin, his fans, JFJ Productions, Unusual Entertainment, Isotope Productions, Partners and all crew members who worked so hard to make this highly anticipated show a reality.”

Photo courtesy: JJ Lin’s Instagram profile / JFJ Production

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