Frequently Asked Questions

If you have any questions that are not answered here, you can reach out to us:

  • By VIFF Chat- our online chat function. Just look for the yellow speech bubble in the bottom right hand corner of your screen
  • Email us at feedback@viff.org and we'll reply as quickly as we can
  • Don't forget to subscribe to our mailing list to get the best up to date VIFF information

General Questions

Covid Safety Protocols

  • Provincial regulations require that any person indoors in public spaces such as movie theatres must wear a mask. The only exception is when you are seated in your assigned seat and are actively eating or drinking. (Once you finish your popcorn, please put your mask back on.)

  • Provincial regulations require us to check the photo ID and proof of Covid-19 vaccinations of our patrons for us to operate. We kindly ask you to comply with these regulations. If you are unable to produce these documents, your ticket will be refunded. We are unable to make any exceptions to these government mandated regulations at this time.

  • Yes, if you are unable to use your ticket due to COVID-19 related reasons, you can get a refund. Please stay home if you are feeling unwell for the safety of your fellow filmgoers. When possible, you will have the option to exchange your in-cinema ticket for an online streaming ticket for the same film.

  • Provincial regulations do not require us to do contact tracing. If you have recently tested positive for COVID-19, the testing site will supply you with information regarding any quarantine or tracing regulations. You are not required to let us know that you tested positive.

  • An inherent risk of exposure to COVID-19 exists in any public place where people are present. By attending films at the VIFF Centre you voluntarily assume all risks related to exposure to COVID-19. Please wear a mask, stay socially distanced, and stay home if you have any symptoms of COVID-19.

VIFF Connect/Online Screenings

  • Films and talks can be viewed using individual tickets. After purchasing a ticket on viff.org you will be emailed a streaming link and voucher code. Use the streaming link to view the film on your browser or enter the voucher code on the VIFF Connect app for Roku, AppleTV or Amazon Firestick.

    You will have 48 hours to watch the film from the time you press play.

    Ways to watch:

    • VIFF Connect app for Apple TV (4th generation or newer), Roku, Amazon Firestick or AndroidTV.
    • Your laptop or desktop computer, tablet or phone via your preferred web browser.
    • By connecting your computer to your television via an HDMI cable. (note that VIFF Connect is not compatible with Lightning HDMI adapters for Apple devices)
    • You may also be able to share the screen of your computer with your Smart TV using either Apple Airplay or Chromecast, depending on what kind of device you have.

    Keep an eye out for any events listed as ‘Livestream’ as these will take place on a specific date and at a specific time, so that you can experience them ‘live’ as they happen!

  • Windows computers:

    • Operating system: Windows 7+
    • Available RAM: 2GB
    • Supported browsers: Chrome, Firefox, Edge

    Mac computers:

    • Operating system: 10.12 and later (Sierra, High Sierra and Mojave)
    • Available RAM: 2GB
    • Supported browsers: Chrome, Firefox
      (VIFF Connect is not compatible with Safari)

    iPhone / iPad:

    • Operating system: 11.2 or later
    • Available RAM: 2GB
    • Supported browsers: Chrome, Firefox
      (VIFF Connect is not compatible with Safari on some Apple devices/versions)
    • Screen mirroring must be turned off to stream films. VIFF Connect is not compatible with Lightning HDMI adapters.

    Android tablets / phones:

    • Operating system: 6.0 or later
    • Supported browsers: Chrome, Firefox
    • Available RAM: 2GB
  • The majority of online films are restricted to viewers in British Columbia, with a few exceptions. The information about which films are geo-blocked and where they are available can be found on each film's page on viff.org.

    VIFF talks and other non-film events are available to viewers worldwide!

  • Tickets can be booked in advance and the website will note the date and time of the livestream. You can join the event by clicking on the ‘Watch’ button in your order confirmation email at the start time of the event. Often these events feature an audience Q&A in the chat; if you would like to participate in the chat, make sure to access the talk in the browser on your computer. Currently, the chat function is not available on the VIFF Connect app, as well as some phones and tablets.

    If you are not able to attend the livestream at the scheduled time, a recording will be made available on VIFF Connect shortly after the event. You can access the recording using the same ticket or by logging in with your pass, and you’ll have 48 hours to complete watching from the time you click Play.

  • All VIFF Connect films are watermarked to protect the work of our filmmakers and help combat piracy. This will appear in the top left hand corner of your screen.

  • VIFF Connect uses adaptive bitrate streaming which means the streaming quality will automatically adjust according to your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you are using WiFi, try moving closer to your router.

    The minimum recommended internet speed for streaming is 25mbps.

    If you are experiencing problems and you have a strong internet connection, try closing any unnecessary tabs, programs or apps running in the background on your device.

Known VIFF Connect Issues

  • A recent iOS upgrade seems to be the main culprit for this issue! If your device is on iOS 15, a patch fix has been released by Apple, so please try updating your device to the newest fix: 15.0.1.

    Another workaround that has resolved the issue for some customers is only linking up your TV to another device (via AirPlay or HDMI) after the pre-show has played. The film should then play successfully.

    If all else fails, we recommend trying to watch on a different device, as the iPad issue currently does not have a definitive fix.

  • This error is caused by the FireFox browser itself, not VIFF Connect. To fix, there are a couple of things you can try:

    1. Disable your adblocker or antivirus on connect.viff.org
    2. Refresh Firefox. To do this:
      • Go to the hamburger menu in the top right of Firefox (three horizontal lines)
      • Click Help > Troubleshooting Information
      • On the next screen, click 'Refresh Firefox'.
      • Try viewing again