Just get a frozen video screen while the audio plays. I get the same result on multiple devices.
They say that it’s being built for Chrome web browser right now.
The virtual theater is not set up to work with any of the apps, so if you are accessing through an app or a game console that could be the reason. The virtual theater really only works on a computer running Chrome.
If you give the team more specifics on the devices (model numbers, browser version, etc) that can help with troubleshooting.