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:
To watch a film you’ve rented, go to the film’s page (via the homepage, search, or My Library), and click PLAY NOW
You need to have signed in to rent films, to see them in your library, and to watch them.
Films you’ve rented will be available for 48 hours from when you first press play.
At the end of the 48-hour period, the film will remain in your library, but be marked as ‘EXPIRED’ and you’ll be unable to view it again.
All films expire at 11:59pm on Sunday 19 July, regardless of when you rented them.
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 on the front page of the festival site: https://festival.docedge.nz/
THERE ARE NO FILMS IN MY LIBRARY
When you rent a film, it will appear in My Library.
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 an 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?
Not from an iPhone, but if you have another sort of phone, yes. The “cast” icon will not appear until the film is playing. You must click the cast icon that appears over the video, and not cast via your browser.
Here is a link to our technical help page: festival.docedge.nz/page/help/
WHAT DEVICE/SOFTWARE DO I NEED?
You can see all the technical help information here: festival.docedge.nz/page/help/
Please note that for security reasons our platform no longer works with the LINUX Operating System.
DOES MY BROWSER NEED TO BE UPDATED?
Check here for the latest updated versions of 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.
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 forward your Purchase Receipt email to [email protected] clearly providing the following information:
a. Your telephone number
b. A summary of the problem you’re trying to resolve
Our office hours are 9.30am – 5.30pm Monday to Friday. However we are doing our very best to answer all emails within 24 hours of receiving them.