GENERAL

What is SAFF 2020? What's Eventive?

We've partnered with Eventive, an industry-leading streaming platform for on-demand and livestream content and over the Festival's 11 days, this platform will host the entire catalog of South African Film Festival films for you to watch. We're calling this SAFF2020 hosted by VSAFF and TSAFF and you can find it at https://watch.eventive.org/saff2020. Eventive is also the place where you'll be purchasing and managing your All Access Pass and tickets.

Where do I watch the films?

You can watch the films from your Apple TV, Roku, Chromecast, Android TV, and Smart TV as well as from your PC, notebook, mobile device or tablet. For PCs, notebooks, mobile and tablets, go to https://watch.eventive.org/saff2020 to begin watching. See the technical requirements in the FAQs below for more information.

We recommend heading to the Film Guide and watching some film trailers to test out your planned setup before the festival begins on Nov 1st.

Do I have to watch the films at a specific time and how long do I have to watch a movie?

You have 48 hours to unlock (or start watching) the film from the moment it goes live.

When you unlock the movie, you will see an indication of how long you have to watch it, below the “watch now” button on the film page. After you've started watching the movie, you will have 24 hours to finish watching it. The film's page will show you exactly how much time is left to finish.

For example, Beyond Moving is available from 7pm ET on Nov 1. After this content becomes available, you'll have 48 hours to start watching. From the point at which you start watching, you'll then have 24 hours to finish. Note that even if you start watching Beyond Moving at 6:59pm ET on Nov 3 i.e. at the very end of the availability window, you will still have 24 hours to finish watching.

Is the bonus material associated with each film also only available within the same windows as the film?

Yes. All bonus material for each film has to be viewed within the same unlock and watch windows as the film.

Can I rewind a film and start over?

Yes, you have complete access to the entire program during your watch window and can pause and rewind a film or restart it

Can I watch the films from anywhere in the world?

No, you have to be in Canada in order to access the films.

Where do I purchase an All Access Pass or Individual Tickets for films?

Get your individual tickets by browsing the Film Guide or grab an All Access Pass to see all 15 features and shorts that are part of SAFF 2020. You will be taken to the SAFF 2020 page on Eventive where you can complete and manage your purchases.

How do I find my movies?

If you purchased an All Access Pass, go to the SAFF 2020 virtual festival website from our top menu, or from the buttons in the Film Guide or Tickets pages and start watching. If you've purchased individual ticket(s), you have a couple of options.

Check your email Inbox for the order confirmation email and click the “Watch now” button, or

Visit your Content Library and you should see the unlocked films there. You will need to log in first, or

Visit the Festival Film Guide and click on the original listing for the movie. If you’ve already ordered a ticket with your logged in account, you will have the option to “watch now” from the virtual screening page.

Is my information secure?

All customer payment info is submitted securely to our payment processor, Stripe, using the most stringent, PCI Level 1 compliant security protocols. We do not store any sensitive customer credit card details. While hosted at Stripe, all card numbers are encrypted at rest with AES-256. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). You may request that your payment information be unlinked from your account by choosing the “account settings” link at the upper right while logged in and viewing a specific organization or film page.

We do not share personal information with any third parties without your explicit consent. All personal information is subject to the Eventive Privacy Policy which you can learn about here.

How do I update or remove my payment information?

Please visit your account settings page.

How do I use my All Access Pass?

Make sure you are logged into your Eventive account and your pass will then be applied to any ticket orders. Click on "Pre-order Now" or "Unlock Now" to reserve your tickets/start watching.

If you choose your films in advance (at least 24 hours before the film is available), you will receive an email reminder and link 24 hours before the start of each film. If you do not see the benefits of your pass reflected, confirm that you are logged in under the correct email address.

Can I purchase a Pass as a gift?

Yes. Customers can then click "Give as a gift” at checkout for the pass (underneath the “Have a discount code?” option).

After customers purchase a gift pass(es), they receive a gift certificate emailed to them that has a unique link to redeem the pass(es), which they can then forward to the recipient. They can also download this gift certificate via the web, or click “Send to recipient” to email the gift certificate directly to their gift recipient (along with an optional message).

Can I purchase an individual film as a gift?

Yes. Go to https://watch.eventive.org/saff2020 and click on the film you want to gift. You will find the link to do so underneath the blue buttons overlaying the film screenshot.

TECHNICAL

Internet connection speed recommendations and bandwidth usage.

Below are the internet download speed recommendations per stream for playing TV shows and movies over the Internet.

0.5 Megabits per second - Minimum required broadband connection speed.

1.5 Megabits per second - Recommended broadband connection speed.

3.0 Megabits per second - Recommended for SD quality.

5.0 Megabits per second - Recommended for HD quality.

You can test your connection speed using www.speedtest.net or any other online testing website.

Watching movies online uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video. If your internet service provider applies a bandwidth or data cap, please consult with them as required.

What are the Windows or Mac system requirements?

You can watch content on PCs or notebooks running Windows 7+, and Intel-based Macs running macOS 10.12+. Supported browsers include Google Chrome, Safari, Firefox, Microsoft Edge, and Opera. Internet Explorer is not supported.

Can I watch over a VPN connection?

Eventive’s content protection protocol does not allow VPN access. You can watch the films by disabling your VPN and connecting directly.

Can I watch content on my iPhone/iPad?

Yes, you can watch content using Safari on iOS 11.2 or later.

Important note: Due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or our dedicated TV app to watch on your TV.

To stream video from your iPhone, iPad, or iPod touch to your TV:

Connect your device to the same Wi-Fi network as your Apple TV or AirPlay 2-compatible smart TV.

Find the video that you want to stream.

Tap the TV icon. In some third-party apps, you might need to tap a different icon first.* In the Photos app, tap the up arrow icon, then tap the TV icon.

Choose your Apple TV or AirPlay 2-compatible smart TV.

To stop streaming, tap the TV icon in the app that you're streaming from, then tap your iPhone, iPad, or iPod touch from the list.

*Some video apps might not support AirPlay. If you can’t use AirPlay with a video app, check the App Store for tvOS to see if that app is available on Apple TV.

Can I watch on my Android device?

Yes, you can watch content using Chrome on Android 6.0 or later. If Chromecasting, you must have a 3rd generation or later Chromecast stick.

To Chromecast from a mobile Android device:

· Make sure your mobile phone or tablet is on the same Wi-Fi network as your Chromecast device.

· Tap the "Cast" icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device.

To Chromecast from computer:

· Open the content in the Google Chrome browser.

· Click the "Cast" icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device.

How do I play the movie on my TV?

If you have an Apple TV, Chromecast (3rd gen or later), or a smart TV enabled with AirPlay or Chromecast, set your computer, mobile device or browser to “AirPlay” or “cast” to the TV device. Unlock the program on Eventive Virtual, then set your player window to full-screen using the icon at the lower right.

See our detailed instructions for our dedicated Apple TV and Roku apps below.

Chromecast will work on select Android devices, see instructions above. Chromecast on iOS devices are not compatible with the Eventive platform.

Important notes:

Due to content protection restrictions, the Screen Mirroring feature on Smart TVs and other devices cannot be used. Many browsers built into Smart TVs and other devices will NOT allow protected content to play.
Only the films themselves are available through dedicated apps. The bonus content cannot be access this way.

You can also directly connect a laptop or computer using an HDMI cable by doing the following:

· Make sure your computer is close enough to your Television for the HDMI cable to reach between them safely.

· Connect one end of the HDMI cable into an available HDMI port on the TV. Take note of the HDMI input number it is being connected to.

· Plug the other end of the cable into your laptop's HDMI out port

· Set the TV to the HDMI Input port that the computer is connected to using the source or display button on your TV remote.

· If your computer's display does not automatically appear on your television screen, you may need to have the computer manually detect the display.

· Windows: Right-click on the desktop > Display Settings > Click Detect > Click the "Multiple displays" drop-down box and select "Duplicate these displays") > Click Apply.

· Mac: Go to the Apple Menu > choose System Preferences > Choose the “Displays” panel > Hold down the “Option” key to show the “Detect Displays” button – note that it replaces the ‘Gather Windows’ button > Click on “Detect Displays” while holding down Option to use the function as intended.

Need more help? Visit Eventive's help page and click on the "launch live support” link to enter Eventive's live chat support.

How do I use the Eventive TV app on my Apple TV device?

Download the “Eventive TV” app from the Apple TV App Store (accessible via your TV). You must have at least a 4th generation Apple TV to access the App Store.

When you open the app for the first time you’ll see an activation code. On another device, please navigate to watch.eventive.org/tv, then login if necessary and use the code to connect your account.

Next, scroll to the "South African Film Festival" channel on the Eventive Apple TV app to begin watching. Your unlocked content will be available on the app, however, please note that only the films themselves are accessible this way. Bonus, content must be accessed using an alternative method. Also, if a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.

If you ever need to re-activate the TV app, you can select TV app setup by hovering over the login ID circle at the upper right of the device screen.

Need more help? Visit Eventive's help page and click on the "launch live support” link to enter Eventive's live chat support.

How do I access the Eventive TV channel on Roku?

Search for "Eventive TV" in the Roku Channel Store on your Roku. You can also add the Eventive TV app to your Roku via the Roku website by clicking here.

Once you have installed the app, open it and follow the instructions to login. Next, scroll to the "South African Film Festival" channel on the Eventive app to begin watching. Your unlocked content will be available on the app, however, please note that only the films themselves are accessible this way. Bonus, content must be accessed using an alternative method. Also, if a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.

Need more help? Visit Eventive's help page and click on the "launch live support” link to enter Eventive's live chat support.

Test your device's compatibility.

Visit Eventive's Device Compatibility page and follow the steps to unlock the free test video and test your device for compatibility with the Eventive platform. If you are unsure your devices are compatible, please refer to the rest of this FAQ for devices that are Eventive compatible.

TROUBLESHOOTING

Why does my video playback stall or not play smoothly?

Eventive use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. See the bandwidth recommendation FAQ question for more information. If your internet connection is poor or inconsistent, or if you have several Wi-Fi enabled devices connected simultaneously, you may experience problems during playback. If you’re on Wi-Fi, try moving closer to your router. You may also try connecting directly to your router via an Ethernet cable.

Why can't I screen mirror from my iPhone or iPad?

While you can watch the films on your iPhone or iPad, due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or our dedicated TV app to watch on your TV.

I bought a movie and now it's telling me to unlock it again.

Please confirm that you are logged in with the same email address or Facebook login you used to purchase the program. You can login using the login link at the upper right corner of the screen, or if you are not logged in at all you’ll be prompted to login after clicking “unlock now.” If you still cannot access your content, visit watch.eventive.org/me to verify that you’ve unlocked the program and access it from there.

My movie won't play. General troubleshooting steps.

Eventive’s content protection protocol does not allow VPN access.

Are you logged in with the correct account? Please check your login status at the upper right of the Eventive window. If you are logged in you will see a circle with the initials of the account holder. To switch accounts, click on the circle and select “sign out”, then login (using email address or Facebook login) to the preferred account.

If you are not logged in, you’ll see the word “login” at the upper right of the window. Click “login” and enter the desired account credentials. You may also login directly from the order pop-up if you click “unlock movie” while logged out.

If all you see in the player window is a black screen, please click or tap on the window to activate the player controls.

If you are using an external display, try disconnecting the display. Your display may not support the encryption necessary to securely stream your content. If you cannot detach the external display and are using Safari on a Mac, try switching to Google Chrome. If you are on a mobile device, try letting the film play for 15 seconds.

If none of these steps help visit Eventive's help page and click on the "launch live support” link to enter Eventive's live chat support.

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