Trouble with virtual ticketing or viewing a film online through our online portal? Please read the answers to our Frequently Asked Questions below to see if your question can be answered easily. If you can’t find what you’re looking for, email us.

Technical questions

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.

Can I Chromecast content?

Yes from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button in the bottom right-hand side of the player.

Can I AirPlay to my AppleTV?

You can AirPlay from most browsers if you have Apple TV by selecting the AirPlay button in the bottom right-hand side of the player.

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 you may experience problems during playback. If you’re on wifi, try moving closer to your router.

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.

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 restart it once the film starts playing.

Can I watch on my Roku or Apple TV

Yes, you can. Simply download the Elevent TV app on your Roku or Apple TV and log in.

If you don’t have one already and wish to purchase one, you can buy a Roku device here or an Apple TV device here. Your Apple TV must be 4th generation or newer, and your Roku must be 3rd generation or newer.

You can also:

  • Cast from a computer or Android phone/tablet using the Chrome browser to a Chromecast device.
  • Airplay from a computer, iPhone, or iPad to an AppleTV (Gen 2 and above) or to any Smart TV bearing the “AirPlay” badge.
What happens if I forget my password?

Use the password reset option on the login page to reset your password. You will need access to the e-mail address you use to log in.

Film access questions

When will I have access to my virtual event or live stream?

You will receive a Virtual Access email to the email address used to purchase your ticket. If the virtual event is already available for viewing, you will be presented with a link on the order confirmation screen immediately after purchase to start watching. When the virtual event begins at a scheduled date and time, you will receive the Virtual Access email one hour before the virtual event.

You can also access your virtual content from our watch page by entering your voucher code. The voucher code is in your Virtual Access email.

Can I get step-by-step instructions?

Absolutely. Follow the steps below.

  1. Purchase a ticket or pass at virtual.goelevent.com
  2. Receive a confirmation of your order and receipt via email
  3. Decide how you want to watch:
    1. View online at virtual.goelevent.com OR
    2. Download the Elevent TV app on AppleTV or Roku
  4. Log in or follow the link in your confirmation email to access your movies
    1. Ticket holders: receive a link to watch their film. Follow the link or open the Elevent TV app (AppleTV or Roku) and submit your unique Voucher Code if prompted.
    2. Pass holders: receive a link to create an account on virtual.goelevent.com. Log in to your account at virtual.goelevent.com or on the Elevent TV app (AppleTV or Roku) to access all your films in one place.
  5. Begin streaming (see the dates for each film. All festival films are viewable during the festival unless otherwise indicated).
I can’t find my Virtual Access email, what do I do?

Be sure to check spam and junk folders. Search your mailbox using the name of the organization that you purchased from, or the email address donotreply@mail.goelevent.com

You can also access the virtual event from your Elevent Account on the Order History page. Click HERE for direct access. If not logged in, you will need to login first. You will see a view button displayed with the order details. as well as the voucher code for the event.

I don’t see the view button on my order history page, what do I do?

The view button will appear at the scheduled date and time for the virtual event. If you believe the virtual event should be available for viewing and is not, please contact the event organizer directly.

Ticket/Pass questions

Who can purchase passes and tickets?

Tickets and passes are available to all U.S residents. A select few films may only allow viewers in specific states, provinces, and/or countries to access them, but the vast majority are watchable throughout the country.

Where do I get tickets?

Visit our pages to browse and get tickets. Once you find a film or event you like, click “Get Ticket” from the film/event webpage.

How will I get my tickets?

After purchasing a ticket, you will receive a second email with the link to the content when the film you selected becomes available to view. If you buy your tickets at any point when the video is available for viewing, you will immediately receive the email that will allow you to watch the film. If you don’t receive the film link, please make sure to check your junk folder or spam folder.

If you do not receive an email, check your mailbox and spam folder for the ‘Fairfield Film Festival’ or donotreply@mail.goelevent.com.

Links to watch our films are usable by ONLY ONE device so you will not be able to share the links with other folks using other devices.

When can I watch the films / attend the events?

The majority of virtual titles will then be available at 12:01 am on the day(s) indicated on the film page. Some film titles and events have a limited watch window and this will be indicated on the film page.

Why is a virtual screening sold out?

Virtual screenings have a capacity limit similar to the amount of tickets that would be available for in-theater screenings. The number of tickets we have available for purchase are negotiated with representatives from each film, as these Festival showings are often the premiere of their film or a very early showing of the film and are therefore limited before the film’s official release.

Will passholders be guaranteed access?

Due to film capacity limits, virtual films are screening on a first-come-first-served basis, with priority given to ticketholders. Passholders will need to show up to the virtual screening ahead of time to secure a spot.

X