Those who experienced the streaming issues that afflicted JJ Lin's virtual concert on Jul. 10 will be offered refunds as well as an opportunity to view the event at a later date.
A statement by SISTIC posted to their Facebook page said that affected patrons would be notified by email.
In response to Mothership's queries, SISTIC said the problems — which included streaming lags and a frozen black screen — stemmed from "unforeseen issues" with the show's technical partner.
This was "despite our best preparations including conducting stress tests, load tests and catering for double the anticipated demand," said SISTIC.
The ticketing agency said the number of attendees did not affect the broadcast.
Lin's Sanctuary Finale virtual concert was scheduled to take place on Jul. 10 with tickets for the live stream going at S$38 to S$188.
Yet the experience was buggy.
Viewers complained of constant freezing and a eventually a completely black screen.
Refreshing the stream did not provide relief from the issues.
"As disappointed as we are about the outcome, we believe the disappointment of JJ fans are much greater," SISTIC wrote on their Facebook page.
"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."
Top image via JJ Lin's Sanctuary Finale video