FAQ

 

Will this year’s festival be 100% online?

Yes, all films, shorts programs and events will be online this year. Given the current situation, we feel very fortunate to still be able to offer such a rich 2020 program, one that our audience can enjoy safely from home.

 

How can we see the films?

All the films in the program will be available anywhere in Canada for rent through our website. Once you have selected a film and paid for your ticket, you will receive an email with a link to access the film. From the time you hit play, you will have 48 hours to finish watching the film. You can start watching any time within the festival dates, starting on October 14 at 12:00 pm until the extended streaming period ends on October 23 at 11:59pm.

 

What do I do if I missed my 48 hour window? Can you reset it for me?

No. Unfortunately, once you’ve hit play and the 48 hour window has expired, we cannot renew the ticket. If you are experiencing technical difficulties to finish watching the film, please see the Technical Support Q&A below. 

 

How much do tickets cost?

This year, tickets cost $8 per title. A significant reduction from our 2019 tickets which were $15 per person. Offering an even greater value, Festival Passes are only $30. With these passes you can see as many Planet in Focus films as you care to! Which we hope will be all of them. Buy one here. Want to purchase a pass as a gift? Add a friend pass to your cart here.

 

Will there be any FREE events?

Yes! We will be uploading Q&A-style conversations with our three 2020 Eco-Heroes, and three expert panels to our YouTube channel and Facebook page, and will also be available on CineSend, the platform we are using to host this year’s festival. 

For more information on the three expert panels, stay tuned, we’ll be announcing them shortly. For more information on our 2020 Eco-Heroes, click here

 

I am having problems purchasing tickets, or accessing my tickets.

For all questions related to box office, please contact tickets@planetinfocus.org.

 

TECHNICAL SUPPORT

What are the system requirements?

You can watch the lineup 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?

CineSend, the platform we use to host festival content, uses adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is not good 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 AirPay 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.