We're here to help, too!

The information in the FAQ below should answer most of your questions about getting tickets, streaming to various devices and any playback concerns you might have. However, we’re here to offer assistance during the festival via our concierge service. Just let us know how we can help you enjoy Reel Q 2020!

If you are looking for general festival information, don’t hesitate to contact us at info@reelq.org.

(412) 422-6776support@reelq.org

Reel Q 2020 Festival + Eventive Platform FAQ

What are the system and device requirements?

Computers

Macs: You can watch content on Intel-based Macs running macOS 10.12 or higher.

PCs: You can watch content on PCs running Windows 7 or higher.

iPhones & iPads

You can watch content using Safari on iOS 11.2 or later.

Android Devices

You can watch content using Chrome on Android 6.0 or later.

Which browsers are supported?
To watch at home, you will need an up-to-date web browser. We recommend using one of the following browsers for the best viewing experience.

Browser – Operating System – Version

Google Chrome – Mac/OSX, Windows, Android – 69+

Mozilla Firefox – Mac/OSX, Windows – 58+

Safari – Mac/OSX, iOS – 10+

Opera – Mac/OSX, Windows – 67+

How can I watch at home?

There are a few options available for watching from your TV. We recommend heading to the virtual festival and watching some film trailers to test out your planned setup before the festival begins on October 8th. Here’s how to watch a program on our virtual platform:

  1. Head to the virtual festival by visiting https://watch.eventive.org/reelq
  2. Sign in to your Eventive account from the menu in the upper right corner.
  3. Click on the Catalog to see our full selection of programs.
  4. Click on the program you want to watch.
  5. Unlock with your festival pass or purchase a single ticket.
  6. The program will load and the video will start playing once you choose to play.
  7. Timed videos will begin when stated beneath the video player.

 

Below are some ways to try connecting your device to your TV. Keep in mind that the most foolproof way to watch films will be from a computer with the most up-to-date browser and operating system.

 

Direct Connection: Computer to TV

One way to watch on your TV is by directly connecting your computer (or other devices) to your TV via HDMI cable. Here are guides on how to connect using a Mac and if using a PC.

 

Apple TV* App

* available only for Apple TV models Generation 4 and higher

  1. From your Apple TV device, launch the App Store.
  2. Search for the app Eventive TV and install the app. Here’s how to download apps from the App Store to your Apple TV.
  3. Once the app is installed, it will ask you for a code to connect to your Eventive account. On your computer, navigate to watch.eventive.org/reelq  and log in at the upper right-hand corner.
  4. From the same menu in the upper right-hand corner, select TV app setup and enter the code from your Apple TV device.
  5. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Apple TV.

 

Roku (Beta* Version)

* The Eventive app for Roku is in Beta version and changes may be made to the app at any point.

  1. From your computer, tablet or smartphone, add the Eventive channel to your TV by going here: https://my.roku.com/add/6MHHHM2 *The channel is not currently available in the Roku app store, you must add it by visiting the website.
  2. Click OK when the BETA version pop-up comes up.
  3. Click Yes, add channel to add Eventive TV – BETA to your account.
  4. Check your TV to see if the Eventive app has been added. Select the app with your TV remote to bring up the Reel Q program on the app.
  5. Once the app is installed, on your computer, tablet or smartphone, navigate to watch.eventive.org/reelq and log in at the upper right-hand corner.
  6. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Roku.

 

Apple Airplay

  1. Make sure your devices (iPhone, iPad, laptop, Apple TV or Smart TV) are connected to the same wifi network.
  2. Using the Safari browser on your Apple computer, iPhone or iPad, go to the AirPlay icon.
  3. Connect to your Apple TV by entering the code. Your device screen should appear as a mirror on your TV.
  4. If you are having audio sync issues when AirPlaying from your computer, try connecting from an iPhone or iPad.
  5. If you are trying to AirPlay to a Smart TV, you must first select the program you want to watch from your Apple device and then select the AirPlay button from within the Eventive player.

Need more help? Here’s a step-by-step guide on how to use AirPlay.

 

Chromecast

Stream directly from a tab in the Chrome internet browser to a TV connected to a Chromecast device from your Mac or PC computer. Note: At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad. Once your Chromecast is set up you can stream directly from your computer.

  1. On the video page, open the Chrome menu in the upper right corner of the window (or the View menu) and select Cast. Make sure the tab you want to be displayed is the one you are selecting to cast.
  2. Select your Chromecast source (consider selecting Chrome tab) and your Chromecast destination. Chromecast will then be connected and video will be playing on your TV.
  3. To disconnect from Chromecast, click the blue Stop icon next to your casting destination.
  4. If there are any issues with the Chromecast stream, try setting the video to a lower quality.

Need more help? Here’s a guide on how to use Chromecast from your computer.

 

Live Events

If a film or presentation has a live component, it will have a green banner on it that says Live Event. Click on the film or presentation to see the time and date of the live event. Once you are in the virtual festival you will find these programs in the Live Streams section.

Live Events will not be available to watch from the Apple TV or Roku apps.

In order to participate in the Q&A during a live event, you will need to watch from a computer to use the chat feature within the player. You can also watch live events from a tablet or smartphone, however, these devices will have limited functionality in the chat.

What if I have trouble while streaming?

Lagging Video and/or Audio

Here’s a list of solutions for various devices that should help fix playback issues.

  • Make sure you have a fast and stable internet connection. You can check your internet speed here. Standard quality for playback requires at least 8 Mbps.
  • If you are using AirPlay, try connecting from an iPhone or iPad rather than a laptop.
  • If you are using Chromecast, make sure your device and Chromecast are on the same wifi network.
  • Restart your computer or device, and TV.
  • Reboot your internet modem and/or wireless router.
  • Log out of Eventive and then log back in.

 

Problems Streaming on/from Your Computer

  • Confirm that you are not on a VPN (Virtual Private Network). Eventive’s content protection protocol does not allow VPN access.
  • Are you logged into the correct account? Please check your login status at the upper right-hand corner of the Eventive window. If you are logged in, you will see a circle with the initials of the account holder.
  • Try clearing your browser’s cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser (listed above).
  • Disable any ad-blocking software, browser extensions and/or plugins + add ons as some of these are known to interfere with website functionality. Once done, close and reopen your browser and try visiting our website again.
  • If you are plugged into your TV via HDMI connection, try unplugging and replugging in the HDMI cable.
  • Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on.
I have not received a confirmation email from Eventive. How do I access the festival?

Eventive automatically emails your pass confirmation to your email with the subject Pass order confirmation – Reel Q 2020. If you did not receive it, please check your email spam folder. If the email is not in your spam folder, then try logging in with your email address to access Reel Q’s virtual festival at watch.eventive.org/reelq. If you still are having trouble, contact us.

I don't remember my password. What should I do?

If you don’t remember your password, you can reset it here. Once you’ve reset your password, head back to the virtual festival and try logging in again. If you are still having trouble accessing your account, don’t hesitate to contact us.

Are films rated?

No. Pay special attention to film descriptions; some films delve into challenging content and the description will help you make a decision based on your household.

Can I watch films outside the US?

No. All films, with the exception of our screening of Rehabilitation of the Hill on October 9th, are geo-blocked to Pennsylvania. You must be using an internet connection with a Pennsylvania IP address.

Can I watch films at any time or are they scheduled?

Feature films are broken into three viewing times:

  • One Night Only > Available at a specific time and date
  • 24 Hour > Beginning at a specific time and date, available for 24 hours
  • 48 Hours > Beginning at a specific time and date, available for 48 hours

Please note, all shorts programs are available beginning Friday October 9 at 10:00 am EST until Saturday October 17th at 8:00 pm EST.

Can I watch a film more than once?

Once you click Play a film program, you have a select time to watch it. This is to prevent users from sharing login information. If you would like to invite a friend or family member to watch a program, please encourage them to purchase a pass or buy a one-time screening ticket for $10. After you’ve started watching a program, you will see an indication of how much time is left to finish the screening.

How do I purchase an individual ticket to a program?

If you would like to purchase a $10 ticket to an individual program, head to the virtual festival by visiting watch.eventive.org/reelq. Here you can browse through all of the available programs. Purchase your ticket by selecting Unlock and then enter your email address to create an account. You will then be prompted to enter your credit card information to complete the purchase of your ticket.

Is there a way to create a watch list?

You can create a watch list using the My Content Library feature in the virtual festival. Add content to your library by unlocking the films that you would like to watch within the player.

  1. Go to https://watch.eventive.org/reelq and make sure you are signed in to your account in the upper right corner.
  2. Go to the program you wish to add to your content library. By clicking Unlock and selecting Unlock with [Unnamed Pass/Your Name] for $0, the film will be added to your Content Library under the Currently Unlocked label.
  3. To view your Content Library, click your initials in the upper right corner, and from the drop-down menu, select My Content Library.
  4. Once you click Unlock, you will be able to watch the film anytime within the dates of the festival.

Note: Do not click “Watch Now” (or press play) until you are ready to watch the film. Once you press Watch Now, you have a set time to watch the program.

Can I rewind or start a program over?
Yes, you have complete access to the entire program during your watch window.
Can I watch programs through Amazon FireStick?

No. At this time, streaming the festival using Amazon products (FireStick, FireCube, Kindle, etc.) is not available. The Roku Beta channel is available. 

Does my web browser affect streaming?

We have had success 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.

I bought a film or program 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. 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.”

Why does the image quality of the film 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 always use the best available material.
How do I adjust the volume on the web player?
  1. Hover the cursor over the video you are currently watching to make the video controls visible.
  2. On the bottom left, the sound icon controls the volume.
  3. 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.

More questions? Be sure to check out Eventive’s FAQ Guide.

 

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