Troubleshooting

We have tested the streaming performance for each film, but you might encounter problems when you try to watch. Here are a few tips which we hope will resolve any issues you might encounter.

Golden Rule

Before watching your film, make sure you have closed other tabs on your browser which might be streaming content (such as ads) in the background, so that your internet signal is fully dedicated to streaming your film. Ideally, have no more than the tab on which you are watching your film open. Also turn off ad blocker, as this can intercept and slow down network traffic, and make sure your browser is up to date.

The film freezes

This might be a buffering issue, so try rewinding by a few minutes using the progress bar at the bottom of your screen (you’ll have to move your cursor or touch your screen to make this appear). Move the slider back fractionally, wait for the stream to resume - hopefully it will not freeze at the same point again!

Intermittent streaming

You might find patches in the film where it momentarily hesitates, then picks up again. This is also likely to be a buffering issue, so see the solution suggested above.

I can’t sign in to my account

We have found occasional issues with certain browsers. If you find the website is not recognising your login details, try closing your browser and reopening. If this does not work, try using an alternative browser. We’ve found that Chrome (for Windows and Mac), Safari (for Mac) and Internet Explorer integrate most seamlessly with our streaming platform. As a last resort, try restarting your device.

if you have persistent problems which are not solved by the guidelines above please contact us at cheltenhamfilm@gmail.com