Streaming FAQ

STREAMING FAQ 


Introduction

This Frequently Asked Question list covers the watching of streamed On Demand or Live Stream content from our system.

On Demand content is just like watching a movie on Apple TV or Netflix, when you are ready to watch, you can watch.  Normally you will have a certain time limit to be able to watch, and there may also be start and end date restrictions that apply.

Often, content may be restricted to certain geographical areas due to distributor or content provider agreements.

Generally, you can watch streamed content on a variety of devices (with a web browser).

Continue reading below for specific answers to common questions regarding purchasing and watching streamed content.

Content Restrictions

Access to content can vary according to rental periods, and physical location (geolocking).

Please note the following content restrictions before purchasing content.

Content being purchased will warn of possible restrictions to viewing access based on where you are attempting to purchase from.  For best experience, purchase from where you intent to watch content.




Can I watch more than once?  Can I pause content?

Each purchase is entitled to one stream per film, for one customer only and not transferable. And yes, you can pause content for breaks, just be aware that you have 6 hours in total to complete watching.

Watching


How can I watch On Demand or Live Stream content?

You can watch on computers using a modern web browser that supports HTML5.

This list includes:

Other browsers may work, but for the best performance we recommend the latest version of one of the above browsers.

You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.  

On iOS, Screen Mirroring must be turned off to play.

Accessibility

Subtitles, where available, can be accessed by using a compatible browser (recent versions of Chrome, Safari, Firefox, Opera and Edge should work on most devices).

Content Ratings

Film content is usually rated according to film and literature censorship guidelines provided by the Office of Film, Newspaper and Article Administration of Hong Kong, please check classification for details: https://www.cedb.gov.hk/ccib/eng/film/film_1.htm

 

Hong Kong has a film classification system under which films are classified into one of the following categories:

Category I

suitable for all ages

Category IIA

not suitable for children

Category IIB

not suitable for young persons and children

Category III

for persons aged 18 or above only

 

Do I need to download an app to watch?

No apps or plugins are required to watch content. Some event organisers may offer Android or iOS/tvOS apps as well, but these are optional, not required.

Can I watch content on my iPhone/iPad?

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

Please note 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 use AirPlay to play on my Apple TV?

If you have an Apple TV, you can AirPlay from Safari by selecting the cast button on the bottom right-hand side of the player. You cannot unfortunately use AirPlay from another web browser other than Safari.

Can I use Chromecast to display 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.  You must use the Chrome web browser.

Can I use the built in web browser in my smart TV to display content?

Generally, and very unfortunately, no.  Most smart TV web browsers do not have sufficient capabilities to render HTML5 video correctly.  We suggest using a computer with HDMI output, Chromecast, or AirPlay on Apple TV as alternatives to built in web browsers on smart TVs.

Do I have unlimited time to watch?

Generally On Demand videos may have a set amount of time to watch after you have rented the content.  Once you have started watching you have 6 hours to complete watching.

Check the specific piece of content you are interested in for further details on rental period and availability dates.

Why is content blocked from my location?

Some content may not be available in your location due to restrictions from the distributor or content creator.  Content is usually licenced on the basis of geographic distributions for example country level or sometimes state level licences.  Our system detects where you are accessing content from and will allow you to purchase or not purchase depending on the detected location. If you can purchase content from a certain internet connection, then you should be able to play from that same internet connection.

If you are using a recognised proxy you might not be able to play content, we suggest trying our trailer/teaser content to check.

Why is an On Demand or Live Stream session showing sold out?

Certain content may have restrictions on the total number of views that are possible.  When this is the case, some content may be sold out when that limit is reached.

What timezone is content displayed in?

The festival timezone is Hong Kong time  UTC +8.

How can I purchase a movie?

An online account must be created before purchase and your purchased content will be available in your account during the duration of the online festival. Once you have paid for your movie or pass, tickets are automatically emailed along with your receipt after purchase. 

We accept credit card payments, transactions will be made on stripe platform. 

Please be aware that all online transactions will incur a small transaction fee, charged by the payment gateway Stripe.  

How can I buy a pass and how can I select movies when I have purchased a pass?

All passes information are available on hkfrenchfilmfestival.com/online-ticketing 

When purchasing a pass, you will receive a code to be used on your preferred films. Apply the code to each film of your choice. 

Should you buy any of the festival picks passes, movies will be pre-selected for you.

I have a promo code, how can I use it?

If you have a promo code, enter it on the film page to access special pricing. 

I am an Alliance Francaise member/ student, how does my concession rate apply?

All AF students and AF membership card holders will be provided with exclusive discounts codes to receive a 20% discount on all online programs.

Can I get a refund if I no longer want to watch/use the movie/pass I purchased?

Please check your sessions, times, passes are correct prior to payment as there are no refunds or exchange on any item sold. 

How can I redeem my Exclusive Cinephile Offer with La Cabane?

Cinephiles who have purchased an online movie ticket and/or a movie pass via hkfrenchfilmfestival.com are invited to enjoy an exclusive Wine & Cheese offer at La Cabane Wine Bistro (dine-in) and Cellar (takeaway) from 28 November until 18 December 2020 upon presentation of their online receipt. To learn more about this offer please visit La Cabane website and social media at www.lacabane.hk

What are donations for and who I am supporting when I donate?

All donations made to Hong Kong French Film festival will help sustain the festival mission and commitment to cross-promoting cultural heritage. The organisation behind the festival, Alliance Francaise Hong Kong, is a non-profit and charitable organisation in Hong Kong. 

 

Technical issues

Why does the video stop playing or not play smoothly?

If your internet connection is slow or inconsistent, you might experience problems during playback. If you’re on WIFI, try moving closer to your router, or in direct line of sight to the router.  Walls and other material between you and the router may have a detrimental effect on your ability to watch content at high quality.  Limit other internet activity, such as intensive gaming or large downloads, while you watch.

To help deliver the best experience, we use adaptive bitrate streaming, which automatically adjusts the video quality based on your internet speed.  We also use a content delivery network (CDN) to make copies of the content closer to your geographic location for better performance.

You can use https://www.speedtest.net/ to assess your internet speed.

Any download speed greater than 5.5 Mbps should be sufficient to play one full 1080p feature length stream with no issues.  In contrast most NBN connections now offer at least 10-40 Mbps download speeds during peak periods.  If playing 4K resolution (which is not commonly available yet), the speed required rises to between 15-25Mbps.

If your internet download speed is below 3 Mbps, you may have trouble watching content as your speed is too low to allow steady streaming of the content, even at lower resolutions.

You should contact your Internet Service Provider (ISP) for assistance if you continue to have slow internet speeds.

Unfortunately we cannot provide technical support on slow internet speeds or computer setups.

Error “Streaming purchase has played too many times across multiple IP addresses”

If you watch content repeatedly from numerous IP addresses you may hit this error.  This is designed to limit fraudulent access to content - all accesses to content are logged.  Please play content from one of your previously used locations, or contact the organiser for assistance.

Apple TV and AirPlay are trademarks of Apple Inc., registered in the U.S. and other countries.

Chromecast is a trademark of Google LLC.

 

 

 

 

 

 

 

 

 
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