PASSHOLDER FAQs

VIEWING PASS & LOGIN QUESTIONS

TECHNICAL ASSISTANCE

FILMS

GET IN TOUCH  (email mail@banff-uk.com)

Having technical issues with playback? CLICK HERE FOR ASSISTANCE

VIEWING PASS & LOGIN QUESTIONS

HOW DO I ACCESS THE FILMS?

The virtual foyer and films is accessible during the viewing period window between 6:30pm on the first night of your event through to 11:30pm on the final night.

NOT REGISTERED YET? Activate your account on the REGISTER PAGE, enter your email address (that you used to purchase tickets), add your viewing pass order number (found in the subject of your order confirmation email) and click the “ACTIVATE NOW” button. 

ALREADY REGISTERED? head to the LOGIN PAGE and enter your details there.


You will proceed to the THANKS FOR ACTIVATING page. Click the “PROCEED TO FOYER” button if you are ready to start watching during your viewing window. You will then be asked to enter your GUEST AREA PASSWORD.  This has been emailed to all Viewing Pass holders: 

  • ORDERS BEFORE YOUR EVENT STARTS - instructions are emailed to you on the evening before the event and also at 6:30pm on the night of the event. 

  • ORDERS AFTER YOUR EVENT STARTS - instructions are contained in the download link in your order confirmation email

Enter the password and you will enter the foyer - take a look around and ENJOY THE FILMS!

If you are having any troubles with logging in (or any other element) please email us at mail@banff-uk.com and we will help you resolve the issue.

I CAN'T FIND A CONFIRMATION EMAIL IN MY INBOX?

If you do not receive any emails, please check your email spam folder. If the email is not in your spam folder, then please email us at mail@banff-uk.com

CAN I WATCH IN COUNTRIES OTHER THAN THE UK AND IRELAND?​

No, sorry. Our licence is restricted to the UK & Ireland so the films cannot be watched in other countries. If you have bought a pass and are not in the UK and Ireland then please get in touch with us at mail@banff-uk.com .

TECHNICAL ASSISTANCE

The most reliable way to watch will be playing the films on your computer - and connecting to your TV depending on your home set-up. You can do this in a number of ways - including direct cable connection via HDMI cable, Airplay (for Apple devices) and Google Chromecast (not suitable for Apple devices). We do not recommend watching the films on a phone.  If you are having issues with casting to your TV then please let us know.

 

TEST YOUR PLAYBACK SET-UP

Click play on the thumbnail below to test your playback device (and connection to the TV).  The Ocean film festival films will be in the same format during the event. If you have any issues with playback check the troubleshooting suggestions below or get in touch with us at mail@banff-uk.com 

 
 

 SETTING UP YOUR PLAYBACK 

1. DIRECT CONNECTION: COMPUTER TO TV 

One way to watch on your TV is by directly connecting your computer (or other devices) to your TV via HDMI cable. Here are guides on how to connect using a Mac and if using a PC.

 

2. APPLE AIRPLAY

o Using your Apple computer or iPad, go to the AirPlay icon.
o Connect to your Apple TV by entering the code. Your device screen should appear as a mirror on your TV.
o If AirPlay isn’t working from your laptop, try connecting from an iPhone/iPad. Here’s a step-by-step guide on how to use AirPlay.


3. CHROMECAST

o Stream directly from a tab in the Chrome internet browser to a TV connected to a Chromecast device from your Mac or PC computer. Note: At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad. It is also not available to cast from mobile web browsers. Once your Chromecast is set up you can stream directly from your computer. Here’s a guide on how to use Chromecast from your computer.
o On the video page, open the Chrome menu in the upper right corner of the window (or the View menu) and select Cast. Make sure the tab you want to be displayed is the one you are selecting to cast. The Cast icon may also be displayed in the bottom right of your video player.
o Select your Chromecast source (consider selecting Chrome tab) and your Chromecast destination. Chromecast will then be connected and video will be playing on your TV.
o To disconnect from Chromecast, click the blue Stop icon next to your casting destination.

o If necessary then you are able to mirror your android device to your Chromecast following the process here but this experience will not be ideal. 

 SYSTEM AND INTERNET REQUIREMENTS? 

For the best performance we recommend you watch using an up-to-date operating system and web browser.  For any device you will need a strong and stable internet connection.

The videos are hosted on Vimeo and are viewable in a variety of different qualities, ranging from 240p to 1080p. In “Auto” mode, the Vimeo player switches between all available qualities to accommodate changes in the viewer’s Internet, processing speed, and player size - and it is highly recommended you use this option for smoother playback.  

 

The quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to Vimeo's playback servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, WiFi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP. You can check your internet speed HERE

The following shows the minimum speeds required for each playback quality:

  • 240p (resolution) - 500 kbps (internet speed)

  • 360p - 1 Mbps

  • 720p - 3 Mbps

  • 1080p - 7 Mbps

When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback. You can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if the bandwidth does not meet the required minimum outlined above.)

 RESOLVING LAGGING VIDEO & AUDIO ISSUES 

Here's a list of solutions for various devices that should help fix playback issues.

  1. Frequent buffering can occur when the viewer’s Internet bandwidth does not support playback of the selected video quality. Try switching to “Auto” in the quality menu (the default), if available. If “Auto” is not available, switch to one of the lower quality options. If your video still fails to start, check your estimated bandwidth HERE.

  2. If you are using AirPlay, try connecting from an iPad rather than a laptop.

  3. If you are using Chromecast, make sure your device and Chromecast are on the same wifi network.

  4. Restart your computer or device, and TV. 

  5. Reboot your internet modem and/or wireless router. Try disconnecting the power cord and then reconnecting to perform a hard reboot.

  6. Try refreshing the web page.

  7. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here.

​​

 RESOLVING PROBLEMS WITH STREAMING THE FILMS 

  1. ERROR MESSAGE - “Browser error: Your browser is having trouble with this video file.”  This error can appear when your browser fails to fetch media for reasons that are usually unknown. Not to worry-- a quick refresh of the player (or web page containing the player) should immediately fix the problem.

  2. ERROR MESSAGE - "Playback error: We’re having trouble playing this video.” If you are seeing this error, it’s likely that you are viewing your video in a browser tab or window that’s been left idle for an extended period of time. A quick refresh of the player or your browser should clear the error.

  3. Confirm that you are not on a VPN (Virtual Private Network). 

  4. Try clearing your browser's cache and restarting it. Refreshing your cache can help with many different issues, including playback. Learn more HERE

  5. Disable any ad-blocking software, browser extensions and/or plugins + add ons as some of these are known to interfere with website functionality. Once done, close and reopen your browser and try visiting our website again. You can also open your video within an incognito or private window of your browser for testing.

  6. If you are plugged into your TV via HDMI connection, try unplugging and replugging in the HDMI cable. 

  7. Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on. 

  8. Disable/Enable Hardware acceleration. Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.

Please note that there is no App if you wish to watch directly on a Smart TV - however you may be able to use a web browser (depending on your TV) and watch the films by browsing to the Banff website virtual page. If this is a feature you would like to see in the future then please let us know.

WHY DOES THE IMAGE QUALITY OF THE FILMS CHANGE?

The film player will auto-adjust to your internet speed. Your internet speed may change periodically based on how many other users are on your home network, the time of day, etc.

CAN I REWIND OR RESTART A FILM?

Yes. You can do this the same way that you would on other web-based video platforms such as YouTube. You have complete access to the entire program during your 48-hour watch window. To move to your chosen time, just click along the timing bar near the bottom of the page.

FILMS

WHICH FILMS WILL I SEE?

The virtual event will feature all brand-new 2020 UK and Ireland Ocean Film Festival World Tour films. You can see more details of the film line up HERE.

CONTACT

WHO DO I CONTACT IF I HAVE ANY OTHER QUESTIONS?

If you have any questions that haven’t been answered here, please contact mail@banff-uk.com. We’ll be checking this email regularly and will get back to you as soon as we can.

 
 

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Address : Countrywide House,

23 W Bar St,

Banbury OX16 9SA

United Kingdom