Virtual Events Technical FAQ

Watch Your Virtual Event

What are the system requirements?
You can watch content on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.

Do I need to download an app to watch?
No, you do not need to download and install an app to watch.

I have a Roku or Apple TV what is the name of the app download?
From the Roku (Roku 4 and above) or Apple TV (gen 2 and above) store, search for Elevent TV. Once downloaded you can enter a voucher code to watch your purchased VOD, or pair the device with your pass.

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

Can I watch content on my iPhone/iPad?
Yes, you can watch content using Safari on iOS 11.2 or later. Please note that you must have “Screen Mirroring” turned off for content to play, and you cannot use a lightning to HDMI adapter plugged into the device to watch on connected TV. To stop mirroring your iOS device, open Control Center, tap Screen Mirroring, then tap Stop Mirroring.

Can I watch content on my Android Device?
Yes, you can watch content using Chrome on Android 6.0 or later.

Can I Chromecast content?
You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button on the bottom right-hand side of the player. You cannot use Chromecast from an iOS device such as an iPhone or iPad. For information on how to use Chromecast on your device please visit the Google support page here: How to cast: A quick start guide

Can I AirPlay to my AppleTV?
You can AirPlay from most browsers if you have Apple TV (Gen 2 and above) by selecting the cast button on the bottom right-hand side of the player. You can also AirPlay to a Smart TV bearing the "AirPlay" badge. For information on how to use AirPlay on your device please visit the Apple support page here: Use AirPlay to stream video or mirror your device's screen

What happens if I forget my password?
Use the password reset option on the screening portal login page to reset your password here: Elevent Screening Portal You will need access to the e-mail address you created your account with.

NOTE: If you’ve successfully logged in previously, check you’re not trying to use the password created to buy your pass on goelevent.com instead by mistake if this was a different password.

Why does video playback stall or not play smoothly?
We use adaptive bitrate streaming, which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is weak or inconsistent, you may experience problems during playback. If you're on wifi, try moving closer to your router.

Why can't I cast to my TV from my iOS device? Why does playback not work for some videos?
Chromecast only works through Chrome and is not supported on iOS devices such as an iPad or iPhone. Casting from an iOS device for certain DRM content is not supported. You will need to watch via the online portal or viewing the app on your TV.

Why do I see a black screen after the pre-roll if I am casting to Chromecast?
Some Chromecast versions cannot support transitions from one video to another. If this happens, turn off casting and re-start it once the film starts playing.

Why do I see a black screen if I am watching content with AirPlay on my TV?
You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.

I don't see the AirPlay or Chromecast icon on the screen.
Tap the screen on your device to display the icons while using the player.

Can I use an HDMI cable from my device to a TV to watch?
Yes. Review your computer and TV documentation on how to connect your device with a standard HDMI cable. Using a lightning to HDMI adapter is NOT supported.

I bought a ticket to a film. How do I access that?
Visit our Virtual Ticket FAQ for more information.

I also bought a festival or event pass. How do I access that?
Visit our Virtual Pass FAQ Virtual Pass FAQ for more information.

Feb 18, 2021