Troubleshooting

The film I'm trying to watch says it's not available, is it sold out?

Films are geoblocked to Canada, so if you're not in Canada, unfortunately you won't be able to purchase a ticket or watch the films. If you are in Canada and find that this is happening to you, make sure you're not using a VPN.

What are the system requirements?

You can watch on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. Linux is not supported. You can also watch on Android tablets and phones using Chrome and on iPhones and iPads using Safari. You will need a broadband or fibre internet connection - dial up will not work. You’ll find a complete list of requirements below. Note that Apple TV generations 1 and 2 will not support Airplay.

What are the requirements for Windows computers?

Windows 7, Windows 8.1 or Windows 10.
Google Chrome, Firefox, Microsoft Edge, Internet Explorer or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.
Internet Explorer on Windows 7 is no longer supported.
You will need a broadband or fibre internet connection - dial up will not work.

What are the requirements for Mac computers?

Mac OSX 10.12 or later.
Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.
You will need a broadband or fibre internet connection - dial up will not work.

Can I watch content on my iPhone/iPad?

Yes, you can watch content using Safari and this requires iOS 11.2 or later. We recommend using the latest version of your browser as earlier versions may not be supported. Note that Apple TV generations 1 and 2 will not support Airplay. We recommend downloading the 'Fantasia Festival' app, available from the App Store.

Can I watch content on my Android Device?

Yes, you can watch content using Chrome and this requires Android 6.0 or later. We recommend using the latest version of your browser as earlier versions may not be supported. We recommend downloading the 'Fantasia Festival' app, available from the Play Store.

I can’t stream any of the content, what’s going on?

Check your minimum system requirements above. We recommend that you update to the latest version of your browser.
We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. For High Definition (HD) streaming we recommend VDSL, cable or fibre connections as we cannot guarantee consistent HD streaming on ADSL.

What happens if I forget my password?

Simply click Forgot your password on the Sign In page, enter the email address you used when you created an account and a link to reset your password will be sent to you.

Why does video playback stall or not play smoothly?

If your internet connection is poor or inconsistent you may experience problems during playback. If this happens, we recommend lowering the bitrate.

What devices can I Chromecast from?

You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices.

Why can't I put the video in full-screen mode?

These settings cannot be toggled during the ads and introductions. We recommend that you adjust your screening window either before, or right after the ads and introductions.

Sound seems to be playing only on one half, what can I do?

In this instance, we recommend switching your sound to "Mono".

I'm experiencing some extreme lag and my video stopped altogether. What can i do?

There are several things you can try to fix this issue. You can check your internet speed and make sure you're not experiencing connection issues. If there are issues with your connection, we recommend switching the bitrate to 'Auto' and when possible, using an Ethernet cable rather than wi-fi.

I got booted out of the screening, how can I finish the film?

You can try to refresh the page. It's important that you don't click on 'back' as it will not allow you into the screening again. If refreshing doesn't work, try joining again from the link included in your original receipt e-mail. If this doesn't work, please contact a member of our team at: info@fantasiafestival.com.

The film stopped a few minutes before the end, what can I do?

Since screenings are happening live, it's important that you don't pause the film. If you've watched without interruption and the stream ended, please try and refresh the window, or join back from the link send in your original receipt e-mail. If this doesn't work, please contact a member of our team at: info@fantasiafestival.com.

The countdown went to zero but the film didn't play!

Our films do not start automatically at the end of the countdown, you must press Play manually within 5 minutes of the announced start time.

I bought a ticket to a movie but it's not available!

Make sure you are logged in to your account, and make sure you bought a ticket to the proper screening as some films have two separate screening dates/times. Accessing the screening through your confirmation email is also an easy way to find it. Please also make sure that you are not using a VPN, as films are geoblocked to Canada and will not play otherwise.

I was late to the screening and missed the start of the film, can I get a refund?

Live screenings must be started within 5 minutes of the original start time, after which it's not possible to start it. Unfortunately, the festival will not issue refunds for people who missed the screening time.