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FREQUENTLY ASKED QUESTIONS

Having trouble accessing the films? CLICK HERE FOR ASSISTANCE

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 wish to test your set-up click play on the thumbnail below - and also see how we set up the backyard theatre screen!

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 (you will need to login again using your acount details). 

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.

ACCOUNT AND VIEWING PASS QUESTIONS

HOW DO I ACCESS THE FILMS?

Full instructions on how to access the films, including a Guest Area Password, are 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

 

You can access the online viewing platform from 6:30pm on the first day of your viewing window. 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

WHAT IF I CAN'T WATCH AT 7:30PM ON THE FIRST EVENING?

We recommend starting the films at 7:30pm on the first evening of the viewing window, so you can join us for our live prize draw in the interval, live chat with the Banff team and so you will be watching with lots of other adventure-loving members of the UK & Ireland Banff community. You will have access to the viewing platform from 6:30pm so you can check everything is working, and explore our exciting virtual foyer.

If you can’t join us at 7:30pm on the first evening, you can watch the show up to 48 hours later. You can also press pause at any time so you don’t have to watch it all at once, but you need to have finished watching no later than midnight on the final day of the viewing window. 

ACCESS TO THE FILM PROGRAMMES

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.

GENERAL QUESTIONS

WHY ARE YOU GOING VIRTUAL?

Just like when expeditions don’t go exactly to plan... you make the most of it and come up with a new one! Where we can’t share this year’s collection of epic Banff films in person due to the impacts of coronavirus, we’re bringing the adventure to you. For the very first time, we have created a special virtual Banff event that means you can watch the films from the comfort of your own sofa.


Many shows in the 2020 UK & Ireland Banff tour are scheduled to take place in spring 2021. Updates on the rescheduling of shows is being communicated on our social media channels, via email and/or on the Banff website as well as on individual venue websites. However, at venues where rescheduling hasn’t been possible, we’re delighted to be offering a brand-new virtual screening. 

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, the tour magazine (online), the Banff spirit… and there are lots of extra features thrown in too! In our virtual foyer you can attempt the ultimate Banff quiz, watch exclusive film-maker Q&As, download the 2020 tour playlist and much more. So join us to be a part of the action and one of Banff’s most memorable events!

WHICH FILMS WILL I SEE?

We’re showing our 2020 Red and Blue Film Programmes, which features the latest collection of the very best films from the world’s most prestigious mountain film festival. You can see the full film details HERE for each each programme.

HOW DO I ENTER THE PRIZE DRAW?

If you are watching with us at 7:30pm on the first night of your viewing window you can enter a live prize draw (enter in the virtual foyer before watching the films, or in the interval). The prize draw will be drawn live at 8:55pm (Red Films) or 9:00pm (Blue films); winners will be announced on the Facebook event page and contacted directly after the show. If you are watching later on, you can enter a separate prize draw to win more epic Banff prizes. This will be drawn at the end of the 48-hour viewing period and winners will be announced on the Facebook event page and contacted directly.

HOW DO I FIND THE MUSIC FROM THE FILMS?

Our resident music maestro Rosie has put together a playlist of all of the epic music from the 2020 Banff films. You can find it while exploring the virtual foyer, which is part of the virtual Banff experience.

STILL HAVE QUESTIONS? GET IN TOUCH

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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MASSIVE THANKS TO OUR TOUR PARTNERS 

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