PASSHOLDER FAQs

ACCOUNT & LOGIN QUESTIONS | TECHNICAL HELP | CONTACT US

ACCOUNT AND LOGIN ASSISTANCE

HOW DO I ACCESS THE FILMS - ENCORE PLUS SCREENINGS?

There are two set viewing windows: 3 January (5pm) - 8 January (11pm) and 10 January (5pm) - 15 January (11pm). You can buy a pass and start watching at any time during these viewing windows, and you don't have to watch the films all in one go!

If you buy your pass before the viewing window opens, we will email you a Guest Area Password at 4.30pm on the first day of the viewing window, along with all instructions to access the films. You will just need the Guest Area Password and the email address you used to book the pass.

If you buy tickets once the viewing window has started, full instructions on how to access the show, including a Guest Area Password, are contained in a download link on the Thank You page (when you complete your booking) and emailed to you following your order.

HOW DO I ACCESS THE FILMS - ON-DEMAND ENCORE SCREENINGS?

Instructions on how to access the films, including a Guest Area Password, are contained in a download link on the Thank You page (when you complete your booking) and the access details are also emailed to you following your order.

The viewing window is open for 7 days from date of purchase. You can start watching at any time during this period, and you don’t have to watch the films all in one go!

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 did 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 would like to watch the Banff films in another country, there are more details of screenings elsewhere HERE.

Tech Assis

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). You may also have various other screen mirroring options you can use to connect laptops or other devices wirelessly to your TV.

If you wish to test your set-up click play on the thumbnail below.

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. 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 there are any issues with the Chromecast stream, try setting the video to a lower quality.

o If you are casting from an Android phone to the TV, then it is recommended you use screen mirroring (which you activate in the Google Home app) rather than selecting casting on the actual video. There are more details HERE

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 using the Vimeo platform 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.

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.
If you are using AirPlay, try connecting from an iPad rather than a laptop.
If you are using Chromecast, make sure your device and Chromecast are on the same wifi network.
Restart your computer or device, and TV.
Reboot your internet modem and/or wireless router. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
Try refreshing the web page.
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

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.
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.
Confirm that you are not on a VPN (Virtual Private Network).
Try clearing your browser's cache and restarting it. Refreshing your cache can help with many different issues, including playback. Learn more HERE
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.
If you are plugged into your TV via HDMI connection, try unplugging and replugging in the HDMI cable.
Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on.
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 throughout the viewing window.

STILL HAVE QUESTIONS? GET IN TOUCH

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

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