Thanks for the replies on the cropping. It didn't make it totally unwatchable, but I could definitely tell something was wrong. During many closeups, actors' eyes would barely be in the frame at the top of the image, and in a few shots, actors standing on tables had their heads cut off from the mouth up while delivering lines. Most irritating were the dance sequences where feet weren't visible. I figured the directing and editing wouldn't be that inept.
The manager insisted at first that "I can't do anything about aspect ratio." She tried to tell me it was just the format it's being presented in on the feed they were sent. I asked her to come into the auditorium and pointed out the logo being cut off, and a few other people nearby spoke up and agreed with me.
Like I mentioned, they stopped the video for a few seconds during Act 2 and when it came back on it looked perfect, filling the entire screen without 'letterboxing', then the image disappeared again and reverted back to the way it was. One of the managers was in the auditorium and said "Sorry folks, we just need to fix something." A voice radioed to him and said "It won't work." At least they made an attempt.
Now that I know it's a downloaded file the individual theater plays, and not a livestream of a video feed, I'm surprised this would happen and that they wouldn't have tested beforehand to make sure their ratio is set correctly. At $20/person, the theater I was at must have lost at least $2000-3000 comping everyone in for one of the other screenings, with no one to blame but themselves.
"I'm seeing the LuPone in Key West later this week. I'm hoping for great vocals and some sort of insane breakdown..." - BenjaminNicholas2