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2020 TIDE FILM FESTIVAL

FREQUENTLY ASKED QUESTIONS

Even though we are not able to gather in-person for the Third Annual TIDE Film Festival, we are excited that you will continue to be able to enjoy this year’s selected films virtually. Below is a list of frequently asked questions that will help you through the streaming experience. Should you need further assistance, our customer service staff is on call and will be more than happy to answer any and all questions.

 

Please email info@tidefilmfestival.org for any questions not answered in our FAQs or if there are streaming issues.

GENERAL

WHERE WILL THE TIDE FILM FESTIVAL SCREENINGS TAKE PLACE?


The 2020 festival will take place online via the festival’s streaming platform. Festival films will be accessible to watch across the United States.




WHEN DOES THE TIDE FILM FESTIVAL TAKE PLACE?


Films will be available to watch on the TIDE Film Festival streaming platform from 9am ET on Friday, November 6 through 11:59 pm ET on Sunday, November 8. For the full release schedule, please click here.




RECOMMENDED DEVICE COMPATIBILITY


What are the system requirements? You can watch content on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari. What are the requirements for Windows computers? Windows 7, Windows 8.1 or Windows 10 Supported browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported. What are the requirements for Mac computers? Mac OSX 10.12 or later Supported browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser. Can I watch content on my iPhone/iPad? Yes, you can watch content using Safari on iOS 11.2 or later. Please note that you must have “Screen Mirroring” turned off for content to play. Can I watch content on my Android Device? Yes, you can watch content using Chrome on Android 6.0 or later. Can I Chromecast content? You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button () in the bottom right-hand side of the player. Can I AirPlay to my AppleTV? You can AirPlay from most browsers if you have Apple TV by selecting the AirPlay button () in the bottom right-hand side of the player. What happens if I forget my password? Use the password reset option on the login page to reset your password. You will need access to the e-mail address you use to log in. Why does video playback stall or not play smoothly? We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you’re on wifi, try moving closer to your router. Why do I see a black screen if I am watching content with AirPlay on my TV? You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button () in the bottom right-hand side of the player. Why do I see a black screen after the pre-roll if I am casting to Chromecast? Some Chromecast versions cannot support transitions from one video to another. If this happens, turn off casting and re-start it once the film starts playing.





TICKETING

WHAT IS AN ALL-ACCESS FILM PASS?


The All Access Film Pass lets holders watch all festival films hosted on the TIDE Film Festival online streaming platform. The $100 fee includes a $5 service charge. Admission guaranteed to all films available on the festival’s online platform. The All Access Pass is valid for one person per event, and is not transferable between individuals. Click here to buy an ALL ACCESS FILM PASS




HOW DO I PURCHASE A STREAMING TICKET?


Click here to browse what we currently have available to stream on TIDE Film Festival 2020. When you find something you like, click the “View More” button. Once the film page opens, press the “Buy Tickets” button to purchase your stream. If you purchase an all-access film pass, you can use your login information to watch any of the films through the festival weekend.”




ARE THERE OTHER EVENTS AT TIDE FILM FESTIVAL BESIDES FILM SCREENINGS?


Information about our panels can be found here. Additionally, most films and shorts programs are followed by Q&As with the filmmakers.




DO I NEED A TIDE ACCOUNT TO STREAM FILMS AND PROGRAMS?


Yes, you need a TIDE account. You will be prompted to create one during the checkout process when you purchase an all-access pass or a single ticket. You will use this same login information to purchase any tickets and watch all of TIDE’s 2020 films.




I HAVE A TIDE PASS. HOW DO I USE MY PASS ONLINE?


Once you have purchased your TIDE pass, you will be emailed a confirmation that will have your pass number listed. When you are ready to start watching films, simply log in with that pass number and click the Watch Now button. Remember to [sign in] with your pass number before you start watching films.




I HAVE A PROMO CODE (Agile-Specific Promotion Code), HOW DO I USE IT?


Click to BUY A PASS HERE or on the TICKETS & PASSES page and enter the promo code when prompted. Once you have entered the promo code, your discounted ticket option will be available.




I HAVE NOT RECEIVED MY CONFIRMATION EMAIL, WHAT SHOULD I DO?


Confirmation emails are sent automatically once your purchase is complete. If you do not receive your email within a few minutes of completion, check your Spam and Junk Mail folders. If you still cannot find the email, stream by going to the event page and press the “Watch Now” button. You must be logged in to view the events.




ARE REFUNDS OR EXCHANGES AVAILABLE?


Once you have completed your purchase, refunds or exchanges are not available. Before completing your order, please ensure that you check your order is correct and that your browser and computer are compatible for streaming.





STREAMING

WHAT IS STREAMING?


In this case, streaming simply means watching a video over your internet connection (instead of downloading a file to your computer). It’s immediate and available on demand with any device that’s connected to the internet. Anytime you watch a film on Netflix, or a video on YouTube, you’re streaming!




HOW DO I STREAM A FILM?


After buying a ticket, simply click the [WATCH NOW] button during the window the film is available. This button appears on the confirmation page after purchase, in your confirmation email and on the film page. You will be required to Sign In with your pass number, email address, or username.




HOW LONG AFTER I PURCHASE DO I HAVE TO STREAM A FILM?


All streams will be available from 9 am ET on Friday, November 6 to 11:59 pm on Sunday, November 8. Once you press play on any one program, you will have a 12-hour window to complete your viewing.




CAN I WATCH A FILM OR EVENT MORE THAN ONCE?


Yes. You can watch a film or event as many times as you like within your 12-hour window.




HOW TO WATCH


Watch on your television: Screen Sharing (Chromecast & Apple TV) You can stream films on Chromecast or Apple TV (all generations) by screen sharing your smartphone, tablet, or computer on the same Wi-Fi network. Instructions for screen sharing using your Apple TV using AirPlay can be found here. For information on screen sharing using your Chromecast, click here. HDMI If you have a laptop or nearby computer with an HDMI port, you can connect it directly to your television, using it as a second monitor. That said, connection details will depend on your setup. We recommend referencing your television’s manual for more information. Watch on your computer, mobile phone or tablet: Currently you can stream through the following web browsers: Google Chrome, Firefox, Safari, Microsoft Edge, and Opera. For both PC and Apple computers, we recommend that you use the latest version of your browser. Note: Internet Explorer is not supported.




I AM NOT CURRENTLY IN THE UNITED STATES. AM I ABLE TO STREAM A FILM?


It is only possible to stream most of our films from inside the United States.




IS CLOSED CAPTIONING AVAILABLE?


Closed Captioning is not currently available, but we are working hard to get this built into our platform in the near future.




I AM RECEIVING THIS ERROR MESSAGE: “YOUR VOUCHER HAS BEEN REDEEMED BY A DIFFERENT IP ADDRESS.” WHAT DO I DO?


For security reasons, you must view your film on the same WiFi network or Internet connection. Once you start your stream in one location, you cannot continue viewing it in another location or on a different network—for example, if you start watching at home and try to restart at a friend’s house. To stream on multiple devices in one location, make sure all devices are connected to the same network.




WHEN CAN I BEGIN STREAMING MY FILMS?


Once you purchase a ticket or pass, you can begin streaming the program from 9 am ET on Friday, November 6 to 11:59 pm on Sunday, November 8.





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Promotional support provided by the NYC & Company Foundation, One Brooklyn Fund, Inc., and the Office of The Brooklyn Borough President.

The TIDE Film Festival is a signature program of DreamMaker DreamDoer DreamSupporter, Inc., a 501 (c)(3) nonprofit that provides resources, connections and inspiration for creatives and nurtures future leaders.