We appreciate how frustrating it can be. You’re looking forward to watching one or more of the films in Doc Edge 2020, but you’ve hit a bump in the road, and can’t see how to move forward from there.
Firstly, don’t panic, even if your film is starting right now. You won’t miss out.
Secondly, we’ve put together here a list of the most common issues that are causing those bumps in the road, and the ways to fix, mitigate or work around them.
Sometimes, a problem is just a gremlin, hard to identify, hard to catch, and very annoying. Stupid as it sounds, just switching off and then restarting whatever phone, tablet, PC or Mac you’re using clears a lot of problems.
We hope you find a solution to your problem here. If you don’t, please reach out.
Here are some common issues and fixes… all neatly gathered here as they solve 90% of problems quickly.
Try these out first before moving on.
To be clear, nothing we suggest removes your access to a film – even while it’s playing. Even if you restart your computer, your access to a film remains exactly the same.
The Ad-Blocker pop-up message
Why do I have to turn off my ad-blocker?
We have a short video introduction prior to the film to recognise our partners, without whom we would not be able to bring you the festival. Without them, you’d be paying an awful lot more for your tickets. So, we recognise that value by having you watch a few messages.
Thank you for supporting us and our partners and enjoy the festival.
Everything was fine and then it wasn’t
1. Restart the device you’re using. Is it annoying? Yes. Is it just as annoying when it solves the problem? Yes! But at least it solved the problem.
2. Make sure the browser is up to date. The Digital Rights Management (DRM) won’t work in some older versions of browsers.
3. Make sure nothing else on the computer is using a lot of memory, and make sure nobody on your network is using a lot of the bandwidth, e.g.by downloading video content or software updates.
4. Try a different browser.
The video stutters, buffers, isn’t smooth
The player switches bitrates automatically based on the user’s current available bandwidth. Most times this works well, but if you’re having issues with buffering, you can force the player to use a lower bitrate (which should improve stability).
To do this, click on the auto button in the bottom right corner of the player and choose a bitrate, as shown in the screenshot below.
Check your internet speed
Our partner Chorus has a speed test, and some useful pointers for helping get the most out of your connection, here:
Check to see if the email address you used to purchase the tickets with is the same email address used for your festival account.
If you have previously used Eventfinda, please make sure your email address is still active and use the same email address for setting up your festival account.
If you buy a BINGE PASS, you can watch ALL screenings (sessions) of ALL films in the festival. A countdown will appear if you push play before it is scheduled to screen. You effectively get 57 features loaded into your library. Each screening will also be available to you for 36 hours from its scheduled start time.
PLEASE NOTE: If you bought a ticket and need to change the session time, please contact Eventfinda here: https://support.eventfinda.co.nz/hc/en-gb
WHERE TO WATCH?
All Live Q+A sessions will be on our Facebook page: https://www.Facebook.com/DocumentaryEdge
You will need a Facebook account to watch these live. We appreciate everyone may not have a Facebook account, but this was the best interactive solution available for us to set up as we took the festival online for the first time.
Selected Q+A sessions, plus some pre-recorded interviews with filmmakers and subjects, will be added to film pages on the festival website. They appear as ‘Bonus Content’, below the synopses on each film’s page.
HOW DO I ASK QUESTIONS DURING A LIVE Q+A SESSION?
Simply type your question into the comments of the Facebook Live stream and we will see it there.
When you purchase 5 or more tickets on one transaction, you will automatically receive a 20% discount. If you purchase more tickets later, this discount will not be applied (unless you purchase 5 or more again of course).
WHAT IS A BINGE PASS?
If you buy a BINGE PASS, you can watch ALL screenings (sessions) of ALL films in the festival. A countdown will appear if you push play before a title is scheduled to screen. You effectively get 57 features loaded into your library. Each screening will also be available to you for 36 hours from its start time.
WHERE CAN I GET THE PROGRAMME?
With having to go online this year due to COVID-19, we were not able to create our wonderful printed programme. We appreciate having to browse online may not be ideal for everyone, so we’ve tried to make it as easy as possible with some options:
You can browse the FILMS BY A-Z here: https://festival.docedge.nz/page/films-a-z/
Or by categories here: https://festival.docedge.nz/
We have a pdf of the schedule for you to download under the Film Schedule menu here. It is a helpful one-pager which shows when each film screens: https://festival.docedge.nz/
THERE ARE NO FILMS IN MY LIBRARY
If you have purchased tickets, your films will appear in My Library when you log in on the festival website (festival.docedge.nz). However, you MUST ensure that the email address you use to purchase tickets through Eventfinda is the SAME email address you use to make your account on the festival website (festival.docedge.nz).
If the email addresses are not the same, your accounts will not sync and this will mean you cannot see the films listed in My Library.
If you have an Eventfinda account already, it may try to capture the email you used to set it up to book and purchase the tickets. If that address is no longer active, you will need to change your email address on Eventfinda and use the same email address to set up your festival.docedge.nz account.
HOW CAN I VIEW THE FILMS ON MY TELEVISION USING MY PC/MAC?
The best way to do this is to connect your PC/Mac to the TV using a HDMI cable.
CAN I VIEW THE FILMS ON MY SMART TELEVISION?
You will need to go to festival.docedge.nz on your Smart TV. Once there, you can access films as you normally can on your other devices.
CAN I CHROMECAST THE FILMS FROM MY PHONE TO THE TV?
Yes. You can Chromecast the films, but the “cast” icon will not appear until the film is playing. You will need to click the cast icon that appears over the video, and not cast via your browser.
Here is a link to our technical help page: https://festival.docedge.nz/page/help/
WHAT DEVICE/SOFTWARE DO I NEED?
You can see all the technical help information here: https://festival.docedge.nz/page/help/
DOES MY BROWSER NEED TO BE UPDATED?
We remind you that your browser should be the latest version used. If not, the films may not play. Here are some links to update pages for your browsers:
If you need to reset your password, the link may take a few minutes to come through. If you reset it more than once, be sure to use the latest link as each new link cancels the previous ones.
Timing out issues on Eventfinda
Here’s a handy hint.
Eventfinda has a timer for transactions as part of its security protocol. It might be a good idea to make your selections first using the festival website, and then go on to Eventfinda and make your bookings all at once.
If you are still having trouble, please contact Eventfinda directly for help. You can do that here: https://support.eventfinda.co.nz/hc/en-gb
Do I need an Eventfinda account?
No, you do not need an Eventfinda account to buy and watch the films. An email might be sent to you to ask if you would like to.
There are advantages to having an account, like time efficiency if you want to buy more tickets, and all your purchases will be kept in an account for you.
However, it’s your decision. You don’t have to have an Eventfinda account to enjoy Doc Edge.
IS MY INFORMATION CONFIDENTIAL?
Any information provided to us will be kept confidential. We do not sell or provide information to third parties. Logging in to purchase tickets or view films will not enable unknown third party apps to capture your information.
We hope that the information above has provided you helpful tips as to how to view your selection of films. If there is still any problem, please email [email protected] clearly providing the following information:
a. Your full name used to purchase the tickets
b. Your email address used to purchase the tickets
c. Your email address used to set up your festival account
d. Your Purchase Order Number, the Purchase Date and Film/s Purchased
e. Your telephone number
f. A summary of the problem you’re trying to resolve
You can also try to reach us on 09 360 0329, but email is usually the fastest way to get a response.