Mountainfilm

Virtual Tour Show Help Guide

Below are important details to help you have the best experience possible when watching a virtual Mountainfilm on Tour program.


PURCHASING A TICKET

  1. To attend Mountainfilm on Tour from home, purchase a ticket to one of our tour events hosted by our local partners. You can see the full list of upcoming tour shows here. 
  2. Virtual tour shows are held on the Eventgroove virtual platform. Once you’ve purchased a ticket, Eventgroove will automatically email your virtual ticket to your email address. 
    1. If you did not receive a confirmation email, first check your spam email folder. If you still can't find it, try searching your inbox for emails from customersupport@eventgroove.com
    2. If you are using a company email that automatically filters out potential spam email, then use a personal email address instead. 
  3. Click the Attend Event link in the email to access the program.

HOW TO WATCH

Once you begin watching a program, you can pause, resume, and complete the viewing anytime until the 48-hour window ends. Please note: To prevent the sharing and distribution of access links, the system will let you open and close the browser window as long as you are on the same internet network / IP address when you first clicked on the streaming link. If you need to switch to a different internet IP or network, then the system will let you reset your access one time.

STREAMING FROM YOUR COMPUTER

You can watch the program via your laptop, desktop, tablet or mobile device with a strong WiFi connection on an up-to-date web browser. We recommend using one of the following browsers for the best experience.
Chrome: Mac/OSX, Windows, Android
Firefox: Mac/OSX, Windows
Safari: Mac/OSX, iOS

WATCH ON YOUR TV

If you would like to watch the program on your TV, there are a variety of ways you can do so depending on your home system. Below are some options to try.

DIRECT CONNECTION: HDMI TO TV

The most reliable way to watch a program on your TV is by directly connecting a computer to the TV with an HDMI cable. Here are guides on how to connect using a Mac or using a PC.

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 program that you would like to AirPlay. 
  3. Connect to your Apple TV by entering the code. Your 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 player.
  6. Still having trouble? 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. 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.
  5. Still having trouble? Here's a guide on how to use Chromecast from your computer.

PLAYBACK TROUBLESHOOTING GUIDE

LAGGING VIDEO & AUDIO

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

  1. 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.
  2. If you are using Chromecast or AirPlay, make sure your devices are on the same WiFi network.
  3. Restart your computer or device, and TV. 
  4. Reboot your internet modem and/or wireless router.

PROBLEMS STREAMING ON/FROM YOUR COMPUTER

  1. Confirm that you are not on a VPN (Virtual Private Network). 
  2. Try clearing your browser's cache and restarting it. Also make sure you are using the latest, up-to-date version of a supported browser (listed above). 
  3. Disable any ad-blocking software, browser extensions and/or plugins + add on. Some of these are known to interfere with website functionality. Once you have disabled them, close and reopen your browser and try visiting our website again. 
  4. If you are plugged into your TV via HDMI connection, try unplugging and plugging back in the HDMI cable. 
  5. Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on. 

FAQ

I have not received a confirmation email from Eventgroove. How do I watch the program?
Eventgroove automatically emails your pass confirmation to your email. If you did not receive it, check your email spam folder and search for an email from CustomerSupport@eventgroove.com with the subject line “Your tickets for: Mountainfilm on Tour – CITY, STATE”

If the email is not in your spam folder, then your email may have filtered it out. Please email us with your full name, email that you used to purchase the ticket, and an alternative email that we can resend the confirmation email to. 

Are films rated?
Documentaries are not given ratings, but much of Mountainfilm on Tour content would garner a PG or PG-13 rating. The films included in each of the Mountainfilm on Tour film programs are different depending on the location. Some of the films may include adult language and themes. 

Can I watch films at any time or are they scheduled?
There is a 48-hour watch window for virtual Mountainfilm on Tour shows. The time frame varies depending on each tour location. Please refer to the location's event listing for specific screening times. 

What happens if I miss the watch window?
We are sorry that you missed the screening window. Most tour shows are hosted by nonprofit organizations and there are no refunds for event tickets.

Where can I find the film lineup?
We typically post the film lineup to all tour shows around two weeks before the scheduled start date and time. You can see the list of films scheduled to screen on our website. 

How long is the film program?
Virtual Mountainfilm on Tour shows are typically around 90 to 120 minutes long. Since each program is unique, the length will vary. You can read about the films in the program on our website, or on the Eventgroove listing. 

Can I watch a film program more than once?
Once you begin watching a program, you can pause, resume, and complete the viewing anytime until the 48-hour window ends. Please note: To prevent the sharing and distribution of access links, the system will let you open and close the browser window as long as you are on the same internet network / IP address when you first clicked on the streaming link. If you need to switch to a different internet IP or network, then the system will let you reset your access one time. If you would like to invite a friend or family member to watch a program, please encourage them to purchase a ticket. 

Do the films have closed captioning?
Closed captions are not currently available for Mountainfilm on Tour virtual programs.

Why does the image quality of the films change sometimes?
The quality of the image depends on a few factors:

  1. 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.
  2. The quality of the image depends on the quality of the source we receive. Please consider that we always use the best available material.

I clicked on a film program but it will not play. Why?
You may need to refresh your browser. Click on the arrow in the shape of a circle, either in the top right or top left of the screen. If you are still having playback issues, then try a different browser. We recommend that you use Chrome, Safari or Firefox on an Apple computer or Chrome on a PC. 

Can I watch programs through an Amazon FireStick?
It is possible if you are able to login to your email through a browser window on your FireStick. Once you access your email, find your ticket confirmation from Eventgroove and then click on the Attend Event button. That will take you to the event screening room. Make sure you have a fast and stable internet connection. Amazon recommends a playback speed of at least 5 Mbps. If you need help with your Amazon product, please contact Amazon’s customer service team.


WHO TO CONTACT

If you have any questions, you can reach us by phone or email during normal business hours. If you need assistance outside of these hours, send us an email and we will get back to you as soon as we can.

  • For general questions, reach out to the event host. 
  • For technical and streaming support, reach out to the Mountainfilm on Tour team at support@mountainfilm.org or (970) 778-4699.

START WATCHING

Now that you've got your popcorn ready and screening room all set up, we would love to see how you Mountainfilm on Tour at home. Please tag us in your social posts with @mountainfilm and use the hashtag #mountainfilmtour