Virtual Viewing FAQ

For technical support, Live Chat is available at the bottom of the Eventive's FAQ Guide

 

TICKETS, PASSES AND LOGIN 

I forgot my password. What should I do?

I have not received a confirmation email for my ticket/pass. How do I access the festival?

  • Eventive automatically emails your pass confirmation to your email, with the subject line: Pass order confirmation - 2020 Vancouver Podcast Festival
  • If you did not receive it, please check your spam folder. 
  • If the email is not in your spam folder, then try logging in with your email address to access VanPodFest’s online festival at https://vanpodfest2020.eventive.org
  • If you still are having trouble, contact us at (vanpodfest@doxafestival.ca).

I bought an event and now it's telling me to unlock it again. What do I do?

Please confirm that you are logged in with the same email address or Facebook login you used to purchase your pass or ticket. You can login using the login link, or if you are not logged in at all you’ll be prompted to login after clicking "Unlock Now."

I have a discount code how do I redeem it?

Find the event you would like to attend on https://watch.eventive.org/vanpodfest2020

Click "Unlock Now" or "Pre-order Now"

It will say Unlock/Pre-order ”Event Title” $10/$5. Below that it will say “Have a Discount Code?” Click that and input your discount code. This cost will change to $0.00. Proceed to sign in to Eventive or create an account, if you do not already have one. Now you can enjoy the film.

 

VIEWING EVENTS ONLINE

All Festival events are accessible through our Eventive page at https://watch.eventive.org/vanpodfest2020. You can screen the events directly from your laptop/desktop or mobile phone.

You will receive an email with instructions to access the event after purchasing tickets. 

After you’ve ordered a ticket, simply select the livestream from the right sidebar and then click “enter livestream” at the designated time. There is a countdown clock on the livestream window to let you know when it will start. 

What are the system requirements?

You can watch content on PCs running Windows 7+, and Intel-based Macs running macOS 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?

macOS 10.12 or later
Supported browsers: Google Chrome, Firefox, Safari, or Opera. 
We recommend using the latest version of your browser.

Can I view events on my iPhone/iPad?

Yes, you can view films using Safari on iOS 11.2 or later.

Can I view events on my Android device?

Yes, you can view films using Chrome on Android 6.0 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 Eventive's dedicated TV app to watch on your TV.

Can I view events at any time or are they scheduled?

All events are scheduled for a specific time, but will be available to pass and ticket holders for viewing afterwards for the duration of the festival.

Can I watch an event after it’s over? 

Yes, livestreams are recorded and made available to ticket holders for the duration of the festival. 

Can I watch events if I'm not located in Canada?

Yes, our events are not geo blocked, and may be viewed from anywhere. Please keep in mind that all times are listed in Pacific Standard Time (PST).
 

PLAYBACK TROUBLESHOOTING

I clicked on an event but it will not play. Why?

See our playback-troubleshooting guide.

Please confirm that you are not on a VPN (Virtual Private Network). 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 log in 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. 

Why does the image quality of the events change sometimes?

The quality of the image depends on a few factors:

  • Your internet speed. 
  • The player will auto-adjust to your internet speed. 
  • Your internet speed may change periodically based on how many other users are on your home network, the time of day, etc.
  • The quality of the image depends on the quality of the source we receive. 
  • Please consider that we are using the best available material.

Does my web browser affect streaming?

You will have the best streaming with the browsers listed above. If you are trying to access a film program and receive an error message, clear your browser history, then close and restart your browser.

Why does video playback stall or not play smoothly?

Eventive uses 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.

How do I adjust the volume on the web player?

Hover the cursor over the video you are currently watching to make the video controls visible. On the bottom left, the sound icon controls the volume.
To control how high or low the volume is, hover the cursor over the volume bar and click the left side to lower the volume or the right side to raise the volume.

 

SUPPORT

More questions?

Live Chat is available at the bottom of the Eventive's FAQ Guide

If you have specific questions or require support, please email vanpodfest@doxafestival.ca, or call 604.646.3200 ext. 105.
We appreciate your patience as we navigate the many changes to our festival format.