Below are common FAQs that we hope may help

If you have any additional questions, please contact us via email or phone.
Our customer support staff is available at
808-447-0577
or info@hiff.org
 

HOW TO USE HIFF SELECTS

BASICS

HIFF Selects is the Hawai‘i International Film Festival’s first completely online monthly screening program. We have partnered with CineSend on creating a streaming platform that will host all of our films.

HIFF Selects films will be streaming exclusively at watch.hiff.org.

You must purchase a subscription at hiff.org before going to the watch.hiff.org to gain access, the email confirmation will have direct links to watch on your laptop or mobile device. 

You can also download our HIFF Apple TV or Roku App to view the films, you can login if you purchased a pass or enter your voucher # when purchasing a single film.

No. Due to the ongoing social distancing measures, HIFF Selects films, Q&A’s, and talks will only be available online at www.hiff.org.

You can watch any film at any time.

If you purchased a pass you can login to watch them at any time.

If you purchased a single ticket to a particular film, you have 72 hours from the time of purchase.

 

This depends on the film, but most films can be viewed more than once. Please note that if you purchased a pass it can only be logged into on one device at a time.

If you purchased a pass you can login to watch them at any time for the entirety of the festival dates. If you purchased a single ticket to a particular film you have 72 hours from the time of purchase.

To keep the atmosphere of a physical festival, we will be hosting several FREE online HIFF Talks and Q&A’s with HIFF @ Home Summer Fest filmmakers. Check out the SUMMER FEST website for updated dates and times. Keep in mind that all times are listed in Hawai‘i Standard Time (HST).

*HIFF Talks will not be available to watch from the Apple TV or Roku apps. 

You will need to join the specific Zoom session (Zoom information will be provided on HIFF.ORG and on social media) or watch the simulcast on our HIFF Facebook page. You will be able to submit questions for the Q&A portion via the Zoom chat or the Facebook simulcast comment section.

Yes, livestreams are recorded and made available on HIFF.ORG, and the HIFF Facebook page

We will be printing a limited run of brochures for the 2020 edition. If you are a HIFF Ohana member, you will receive a brochure in the mail.  Film descriptions, schedules, and everything you need to know about the festival will be posted on our website, and the brochure will be downloadable in PDF form at HIFF.ORG before the festival dates.

TICKETS, FESTIVAL PASSES & ACCESS

You can click PURCHASE TICKETS on our festival program pages, after purchase you will receive an email with instructions on how to view the film.

The Summer Fest Pass gives you access to view all the film in the Summer Showcase. You can purchase the festival pass here

You will receive your Extra codes for either an online voucher for a single film or for a Summer Fest Pass (good to access all the online content). When checking out you will use the EXTRA’s code to receive your item at no cost. Step by Step instructions at https://hiff.org/sponsor-instructions/

You don’t need to be a HIFF Ohana Member to watch HIFF @ Home Summer Fest films. You can watch individual films by purchasing tickets for your desired program or by purchasing a Summer Fest Pass which will grant you access to all films. 

However, we encourage you to purchase a Summer Fest Pass, as you will receive a complimentary HIFF Ohana Membership, which includes a year-round membership to all HIFF events and programs.

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 on watch.hiff.org and entering your voucher code. The voucher code is in your Virtual Access email. Please contact info@hiff.org if you do not know the URL for the watch portal.

 

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 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.

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 us at 9am – 9pm HST at 808-447-0577 or info@hiff.org.

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.

No, our Summer Fest programming is limited to the US only.

WAYS TO WATCH & SYSTEM REQUIREMENTS

You can watch content on PCs running Windows 7+, and Intel-based Macs running macOSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari. You may also download our Apple TV and Roku apps for your smart tv as well. 

  • Windows 7+ 
    • Supported Browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.
  • macOS 10.12+
    • Supported Browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser.
  • Android tablets and phones (Version 6.0+)
    •  Supported Browser: Google Chrome
  • iPhones & iPads (iOS 11.2+)
    • Supported Browser: Safari
    • Please note that you must have “Screen Mirroring” turned off for content to play.
  • HIFF Apple TV and Roku App

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.

You can AirPlay from most browsers if you have Apple TV by selecting the AirPlay button (NibHSXV97upPaif0iFheBonnwVn42eIfCta3QExWOP2aPf5mwMHoMI3nFy9ESFWmNzzfcGQ44m0ixJ_JczIcWA36dJNLKA9xVllL8ne4rQkOh5AzRtSmunKiRkpFtv-0weOelsza) in the bottom right-hand side of the player.

One way to watch on your TV is by directly connecting your computer (or other devices) to your TV via HDMI cable. Here are guides on how to connect using a Mac or if using a PC.

We do offer an Apple TV and Roku app if you would like to download that on your smart tv, but it is not required. 

Apple TV App*

*Available only for Apple TV models Generation 4 and higher.

  1. From your Apple TV device, launch the App Store.
  2. Search for the app Hawaii International Film Festival (HIFF) and install the app. Here’s how to download apps from the App Store to your Apple TV.
  3. Once the app is installed, it will ask you for a code to connect to your account. On your computer, navigate to watch.hiff.org and log in.
  4. When on the watch.hiff.org homepage, click the gear icon in the upper right-hand corner, select Watch on My TV, enter the code from your Apple TV device and follow the instructions.
  5. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Apple TV.

Roku 

  1. From your computer, tablet or smartphone, add the Hawaii International Film Festival (HIFF) channel
  2. Click Yes, add channel to add HIFF to your account.
  3. Check your TV to see if the HIFF app has been added. Select the app with your TV remote to bring up the program on the app.
  4. Once the app is installed, on your computer, tablet or smartphone, navigate to watch.hiff.org and log in.
  5. When on the watch.hiff.org homepage, click the gear icon in the upper right-hand corner, select Watch on My TV, enter the code from your Apple TV device and follow the instructions.
  6. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Roku.

You can Chromecast 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. Note: At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad.

You can also 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.

 

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

  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 AirPlay icon.
  3. Connect to your Apple TV by entering the code. Your device 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.

 

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.

Most films don’t have closed captioning, if the film is not in English the film will have English subtitles.

Most films can be watched as many times as you want within the permitted time frame. If you purchased an individual ticket the film is only watchable for 72 hours from the time you purchased the title.

You use the volume on your computer to control the volume of the current title you are watching.

TROUBLESHOOTING

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: https://www.speedtest.net/.
  2. If you are using AirPlay, try connecting from an iPhone or iPad rather than a laptop.
  3. If you are using Chromecast, make sure your device and Chromecast are on the same wifi network.
  4. Restart your computer or device, and TV. 
  5. Reboot your internet modem and/or wireless router.
  6. Log out of your account and then log back in.

 

  1. Are you logged into the correct account? Please check your login status. If you are logged in, you will see a circle with the initials of the account holder.
  2. Try clearing your browser’s cache and restarting it. Please 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 ons as some of these are known to interfere with website functionality. Once done, 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 replugging in the HDMI cable. 
  5. Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on.

 

PRIVACY

Yes. HIFF and Elevent work with an industry leader in security and authentication to make its site secure. To safeguard your credit card information, HIFF and Elevent uses SSL (Secure Socket Layers), the industry standard online ordering security system. SSL encrypts all ordering information so that no part of your order, including your name, address and credit card number, can be read in transit by an unauthorized third party.

HIFF is committed to protecting your privacy. The information we collect about you is used exclusively to process orders and to provide a more personalized experience. We do not sell, trade, or rent your personal information to others. We will not ask for your authorization to share your account information. Your personal password is the only key to access your account.

Your email address is used to identify you as a subscriber and used to send you confirmation of your transaction. It is also used to send you confirmation of future payments as well as to send you our newsletter and other HIFF special offers if you choose to receive them. HIFF UNDER NO CIRCUMSTANCES SHARES YOUR EMAIL ADDRESS WITH THIRD-PARTIES.