Help Desk

FAQ - French Version

CINÉFEST 2020 FAQ

How Does the Festival Work?

Cinefest Sudbury International Film Festival is pleased to be presenting a hybrid-style festival this September, integrating both an in-cinema experience at SilverCity and an at-home virtual experience. We have worked hard to ensure that you will once again have the opportunity to enjoy a full selection of Canadian and international film – In Your Comfort Zone.

Our Virtual Festival includes an expanded selection of films, available for online streaming. Other activities such as live events and Q&As will also be available for streaming virtually, allowing you to enjoy a variety of festival content from the comfort of your own home!

HOW TO ATTEND

Cinefest Sudbury has partnered with Eventive.org to manage our ticket sales and to stream our Virtual content.  

In-Theater

We have had to make changes to our ticketing structure to accommodate physical distancing and other health and safety protocols for the Cinefest 2020 Festival.

While we are unable to offer a Passport option for our in-theater events this year, we will be selling individual tickets at a reduced rate. Please note that because of limited seating, all film and seating selections must be made at the time of purchase for all orders.

Virtual Festival

For those of you more comfortable enjoying our Virtual Festival at home, we have selected a platform that is easy to use and compatible across multiple devices. Virtual Festival tickets will be available individually or as an All-Access Virtual Passport starting Wednesday, August 26th. A full help guide on accessing our online content is available below.

HOW TO BUY

Online

Tickets for both in-theater and Virtual events will be available on our online ticketing platform beginning Wednesday, August 28th, 2020.

Box Office / Phone Orders

Tickets for both in-theater and Virtual events will be available at our Box office, both in-person or over the phone, from August 28th- September 27th. 

 

Office Location: 40 Larch St. Unit 103, Sudbury

Phone Number: 705-688-1234

Hours: Monday to Friday from 9:00 AM to 4:00 PM.

 

In our office, we accept Visa, Mastercard, Debit, Cash, and Gift Certificates.

We accept only Visa and Mastercard for phone orders.

 

SilverCity

Tickets for both in-theater and Virtual events will be available at our Silver City Box office, during the Festival (September 19th-27th)

TICKET PRICING

In-Theater Screenings

IN-THEATRE INDIVIDUAL TICKETPRICE: $10.00 

  • Each in-theatre ticket is specific to its respective film screening at SilverCity Sudbury. 

  • Seating will be limited due to safety precautions and social distancing measures. 

  • Film and seating selections must be made at the time of purchase for all orders. 

  • In-theatre tickets DO NOT grant access to virtual online screenings.

  • In-theatre tickets may be printed at home or sent to your phone. 

Ticket and passport prices include HST. Tickets may be purchased online at cinefest.com and at Cinefest Sudbury Box Office. Tickets may also be purchased at SilverCity Sudbury during the festival. 

Virtual Festival

VIRTUAL FESTIVAL PASSPORT PRICE: $100.00 

  • Virtual passports grant access to all films available online at cinefest.com. 

  • With limited viewing capacity for select films, Virtual Passport holders are encouraged to pre-order their virtual film screenings. 

  • The virtual passport DOES NOT grant access to in-theatre screenings.
     

VIRTUAL INDIVIDUAL TICKET PRICE: $10.00 

  • Each virtual individual ticket is specific to its respective online film screening at cinefest.com. 

Ticket and passport prices include HST. Passport and tickets may be purchased online at cinefest.com and at Cinefest Sudbury Box Office.  Passports and tickets may also be purchased at SilverCity Sudbury during the festival. 
 

IN-CINEMA FAQ

What films will I be able to see In-Cinema?

Cinefest 2020’s Gala and Special Presentation films will be screened at Silver City Sudbury (with most available online the next day). In-Cinema events will include a selection of over 25 presentations from September 19th-27th.

COVID-19 Policies

Symptom-Free Policy 

Guests Patrons of Cinefest who are experiencing symptoms of COVID-19, the flu or a cold should not enter the theatre. 

Our staff must complete a self-health attestation, as provided by each province, that clears them to work. Staff will be instructed to stay home if they do not pass the provincial self-assessment (before their shift starts) or sent home if they begin to show systems of COVID-19 or the flu during their shift. 

 

Masks 

Following Canada’s public health guidelines, we are recommending that our guests wear a mask when they’re with us. In regions where governments have mandated it, they will be required for all guests. Patrons of Cinefest entering SilverCity must wear a mask or face covering that covers the nose, mouth, and chin. Face shields are not considered an acceptable substitute for a mask. Masks will be provided to patrons who forget their masks at home. 

The following patrons are exempt from this requirement: 

Young children. 

Patrons with an underlying medical condition which inhibits their ability to wear a mask or face covering.  

Patrons who are unable to place, remove, or use a mask or face covering without assistance. 

Patrons with religious or cultural believes that prevent them from wearing masks. 

Masks may be temporarily removed for eating/drinking of concessions. 

 

Physical Distancing 

We ask that Cinefest patrons exercise social distancing and maintain a distance of two-meters from other individuals not in their group. 

 

In Auditoriums 

Reserved seating is in effect in every auditorium. Festival goers. Guests are required to sit in their reserved seat for the duration of the movie, and not sit in empty seats or rows. If a seat change is needed, please ask one of our staff or volunteers employees for assistance. Auditorium capacity is reduced and seating in every auditorium is staggered to ensure compliance with physical distancing guidelines.  

 

In Common Areas 

Please arrive no more than between 5 and 15 minutes before your showtime prior to the scheduled start of your screening to allow for physical distancing in the lobby. 

Showtimes are spread out to limit the number of people in common areas. 

Floor decals and signs indicate distancing guidelines. 

Specific sections, tables, and machines are unavailable in order to meet physical distancing guidelines. 

Common area seating may be unavailable at some theatres to meet physical distancing guidelines. 

Site and festival Eemployees and volunteers will be constantly monitoring all areas of the theatre to ensure physical distancing guidelines are met. 

We may ask guests Festival patrons to leave via alternative exits after their show to allow for physical distancing in the lobby. 

 

Payment Methods 

Debit, and credit, and gift cards are accepted at all points of saleare the preferred methods of payment for Festival box office sales. Cash sales will be accepted, and Festival patrons are encouraged to use the exact change. 

Cash can only be exchanged for a gift card at a designated Concessions register (exact change only). 

If you have a voucher, certificate, or require assistance that would typically be provided at the box office, please proceed to the Concessions counter for service. 

 

Food & Beverage 

Limited concessions are available. 

Toppings, biodegradable straws, napkins, utensils and condiments are available upon request at SilverCIty Concessions locations. 

Signage reminds guests to ensure physical distancing while lining up and picking up orders. 

Kitchen staff are wearing masks. Food is prepared in accordance with our enhanced staff hand-washing practices and local health regulations. 

 

Washrooms 

Maintain physical distancing while waiting in line. 

Some stalls and urinals are out of service to facilitate physical distancing. 

We encourage guests to wash hands for at least 20 seconds with warm water and soap. 

 

Leaving the Auditorium 

Take your garbage with you and dispose of it in receptacles outside the auditorium. 

Please exit one row at a time and maintain physical distance on your way out. Thanks for your patience and for respecting your fellow Cineplex movie-goers 

Ordering In-Theatre Tickets for SilverCity Sudbury

Ordering In-Theatre Tickets for SilverCity Sudbury 

  1. Go to cinefest.com. Under “Cinefest @ SilverCity – Watch In-Person”, click “Get Theatre Tickets”. 

  1. Scroll down to the list of all films available in-theatre. You can search for films and sort by the categories available. 

  1. Click the start time for the movie you would like to see or click “See More” to read the synopsis. 

  1. Once you click the start time, you will be asked to select your seat. Every theatre is limited to 50 audience members to accommodate social distancing. 

  1. You will be asked for your payment information. Once your order is complete you will be emailed your ticket including a barcode that will be scanned at the theatre. 
     

VIRTUAL FESTIVAL FAQ

Cinefest’s Virtual Festival will provide you with online access to our Festival from the comfort of your own home. On August 26th, Virtual Passports will go on sale and individual tickets will become available as screenings are announced. 

When will films be available?

Films screened in our virtual festival will have limited screening windows, giving you at least 3 days to view in most cases. Our announced films are available HERE and our full schedule will be posted soon. 

What does a passport allow me to access?

Virtual Passports will allow holders to reserve and view an unlimited number of films available online during their availability windows from September 19th-27th. 

Some films will have limited viewing capacity and Virtual Passport holders are encouraged to pre-order their virtual selections.

How to Watch Online

Ordering a Virtual Pass and Pre-Ordering Films with your Virtual Pass 

  1. Go to cinefest.com. Under “Cinefest Virtual Theatre – Watch At-Home”, click “Get Virtual Passes” 
      

  1. To order an $100 pass that will get you access to all virtual films, click the “Buy Now” button. 
      

  1. You will be asked to make your order, enter an email, password and payment information. 

  1. Once you have ordered your pass, you will use the account created to buy the pass, with your email and password, to sign in and watch your films during the festival. 
      

  1. Once you have ordered your pass, scroll down on the Cinefest Virtual Theatre page to see a list of all films available online, including when they will be available to watch. You can search for films and sort by the categories available.  
     

  1. Click “Watch” next to a film you are interested in, to pre-order the film or to watch it during the festival or click “See More” to read the synopsis. 
      

  1. After clicking “Watch” on the movie you’re interested in, click the “Pre-order now” button to register for the film. 
      

  1. With your pass, there should be no charge to click pre-order and register for the film. If you see a charge, check in the right hand corner of the screen to make sure you are logged in with your pass. If logged in, you should see your initials in a grey circle in the top right of the page. If not logged in, you should see a “Log In” option where you can enter your email and password. 

  

Ordering Individual Films 

  1. Go to cinefest.com. Under “Cinefest Virtual Theatre – Watch At-Home”, click "Get Virtual Passes” 
     

  1. Scroll down to the list of all films available online. You can search for films and ort by the categories available. 
      

  1. Click “Watch” next to a film you are interested in, to pre-order the film or to watch it during the festival or click “See More” to read the synopsis. 
      

  1. After clicking “Watch” on the movie you’re interested in, click the purple “Pre-order now” button to register for the film. . 
      

  1. You will be asked to make an account to complete your order, enter an email, password and payment information. 
      

  1. You can return to this film page by following these instructions during the festival to watch your film. If you return to this page and you are not logged in, check in the right hand corner of the screen to make sure you are logged in. If logged in, you should see your initials in a grey circle in the top right of the page. If not logged in, you should see a “Log In” option where you can enter your email and password. 

To watch content on an Apple TV or Roku:

1) Download the "Eventive TV" App on your Apple TV or Roku app stores. 
2) Open the Eventive TV app on your smart TV, you will see a 6 letter code on screen. 
3) On cinefest.com/2020/eventive, click the orange "Watch button" next to a film to go to each film's Eventive page. On the Eventive page, click the button with your initials in the top right-hand corner of the page and select "TV app setup". 
4) Enter the 6 letter code that appears on your TV into the website text box. 
5) Your account should appear on your TV app, including any events and screenings you have pre-ordered/registered for on the website.

What can I use to watch the films online?

The following devices can be used to watch films at Cinefest’s Virtual Festival: 

  • PCs & Macs 

  • iPhone (through Safari on iOS 11.2 or later) 

  • iPad (through Safari on iOS 11.2 or later) 

  • Android (6.0 or later using Chrome or Chromecast) 

  • Apple TV with Eventive App downloaded 

  • TV with Roku box with Eventive App downloaded 

  • Computer + TV connected with an HDMI cable. 

  • Smart TV enabled with Apple AirPlay (connected to a computer/mobile device) 

  • Smart TV enabled with Chromecast (connected to a computer/mobile device, Note: iOS devices and select Android phones are NOT compatible)

 

Unsupported: Amazon Fire Stick, Chromecast on iOS devices (i.e. iPads, iPhones), Screen Mirroring from devices. 

Screen Mirroring: Due to content protection restrictions, the Screen Mirroring feature on Smart TVs and other devices CANNOT be used. Many browsers built into Smart TVs and other devices will not allow protected content to play. 

How do I find my movie? 

If you've already unlocked the movie, visit your Content Library and you should see the film there. You will need to log in first. 

If you're on another device, you can also check your email inbox for the order confirmation email and click the “watch now” button. 

Or visit your festival or cinema page and click on the original listing for the movie. If you’ve already ordered a ticket with your logged in account, you will have the option to “watch now” from the virtual screening page.  

Other Set-up Questions

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. 

If you have an Apple TV or Roku device, you can use our dedicated apps for these platforms. If you have a Chromecast, you can cast to it from Chrome on your computer or Android phone. Detailed instructions are below 

 

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. 

 

How do I watch with Chromecast? 

If Chromecasting, must have 3rd generation or later Chromecast stick. 

To Chromecast from a mobile Android device: 

  • Make sure your mobile phone or tablet is on the same Wi-Fi network as your Chromecast device. 

  • Tap the "Cast" icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device. 

To Chromecast from computer: 

  • Open the content in the Google Chrome browser. 

  • Click the "Cast" icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device. 

 

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 poor or inconsistent, or if you have several wifi enabled devices connected simultaneously, you may experience problems during playback. If you’re on wifi, try moving closer to your router. You may also try connecting directly to your router via an ethernet cable. 

MORE INFORMATION AND FREQUENT QUESTIONS

Are there Gala Receptions after the gala films at Silver City?

No, to comply with COVID-19 restrictions and ensure proper physical distancing, we will not be holding post-gala receptions this year.

I'm on the film page on a computer and the "Watch Now" button is not working.

SOLUTION 1: The "Watch Now" button should begin working to view the film during the window when the film is available to view, which is indicated below the Watch Now button. 
 
SOLUTION 2: For some users, certain web browsers may not work. If you are using Internet Explorer as a web browser, we recommend switching to Google Chrome, Firefox or Microsoft Edge and trying again. 
 
SOLUTION 3: Pop-up and ad-blockers may also prevent the “Watch Now” button from working. Disable these extensions. 
 
SOLUTION 4: If you are within the time period that the film is available to view, are not using Internet Explorer and do not have any pop-up/ad-blockers enabled, there may be another technical issue. In this case, reach out to Eventive by clicking "Need Help" in the top right-hand corner of the page.

I ordered a pass but when I pre-order, I’m being charged. 

Check in the right-hand corner of the screen to make sure you are logged in with your pass. If logged in, you should see your initials in a grey circle in the top right of the page. If not logged in, you should see a “Log In” option where you can enter your email and password.  

If you have forgotten your password, please contact us over the phone (705-688-1234), or website help chat and we will send you a password reset link.

How long do I have to watch a film after I click "Watch Now"?

In most cases, you will have 24 hours to watch a film after clicking "Watch Now", with some exceptions for Limited Event Screening films. Once you have clicked "Watch Now" the countdown to watch the film will begin, so please do not click Watch Now until you are ready to view the film.

I am in Ontario, but when I go to pre-order my films it says I am not in Ontario.

Geographic restrictions are based on your device's reported location. There may be an issue with your IP address or a VPN you are connected to.

The reported location may be incorrect if you are connected to a VPN or proxy server, or if you are on a network that is routed through a data center located somewhere else.Try disconnecting from any VPN/proxy servers and connecting to Wi-Fi instead of cellular if possible. Also try using another device. If that doesn't work, try connecting via a different wireless network.

If these steps do not work, please contact Eventive by going to watch.eventive.org/help and clicking on the "Launch live chat support" button at the bottom of the page. They will follow up to help determine the issue.

Need More Information?

We are available to talk via phone or our online help chat from 9 AM – 5 PM, Monday to Friday. You can call us at (705) 688-1234 or click “Chat With Us” at the bottom right of this page between 9 AM and 5 PM. During the festival (September 19 – 27), chat will be available from 11:30 AM to 10 PM.

How do I use an HDMI cable to watch movies? 

You can directly connect a laptop or computer using an HDMI cable by doing the following: 

  • Make sure your computer is close enough to your Television for the HDMI cable to reach between them safely. 

  • Connect one end of the HDMI cable into an available HDMI port on the TV. Take note of the HDMI input number it is being connected to. 

  • Plug the other end of the cable into your laptop's HDMI out port 

  • Set the TV to the HDMI Input port that the computer is connected to using the source or display button on your TV remote. 

If your computer's display does not automatically appear on your television screen, you may need to have the computer manually detect the display. 

Windows: Right-click on the desktop > Display Settings > Click Detect > Click the "Multiple displays" drop-down box and select "Duplicate these displays") > Click Apply. 

Mac: Go to the Apple Menu > choose System Preferences > Choose the “Displays” panel > Hold down the “Option” key to show the “Detect Displays” button – note that it replaces the ‘Gather Windows’ button > Click on “Detect Displays” while holding down Option to use the function as intended.