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VIRTUAL FAQs

ACCOUNT AND VIEWING PASS QUESTIONS

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 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

GENERAL QUESTIONS

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.

WHAT CAN I EXPECT IF I BUY A VIEWING PASS?

The virtual experience offers all the things you love about the live shows: compère introductions, the prize draw (Encore Plus events only), the tour magazine (online), attempt the ultimate Banff quiz… and there are lots of extra features thrown in too! So join us to be a part of the action!

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).

 

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

ACCESS

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. 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.

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.

LAGGING VIDEO & AUDIO

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

  1. Make sure you have a fast and stable internet connection. You can check your internet speed HERE. We recommend having a connection of at least 8 Mbps - but the films generally still play ok at slower internet speeds.

  2. If you are using AirPlay, try connecting from an iPhone or 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.

  6. Try refreshing the web page. 

PROBLEMS WITH STREAMING THE FILMS

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

  2. Try clearing your browser's cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser (listed above). 

  3. 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. 

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

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

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.

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 regularly and will get back to you as soon as we can.

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