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Offline Kinema Player Troubleshooting Guide
Offline Kinema Player Troubleshooting Guide

Quick troubleshooting help to our Offline Player.

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Written by Sejal Hingrajia
Updated over a week ago

We’re so glad you’re hosting an In-person screening event! We strive to make your experience seamless and easy. But sometimes things happen and everything doesn’t go as expected - so we’ve created this guide to hopefully help you get back to enjoying the show.

I've downloaded the Offline Kinema Player but I don't see my Film. There are a few reasons this can happen. Don't worry, we're here to help.

1. Make sure you are signed in with your Kinema username and password (You must use the same username and password that was used to create the Screening event).

2. Make sure you are using the Google Chrome browser on a desktop or laptop computer as it is required when using the Offline Kinema Player.

3. Check your internet connection speed. You can check your overall internet speed here. If you don’t have enough speed, you may need to increase your package with your internet service provider.

  • 18-25 Mbps: Ultra HD video (4K, HDR)

  • 10-18 Mbps: HD video

  • 1-10 Mbps: SD video

Common Issues that can affect connection speed:

  • Are you on a Wi-Fi network that is shared with other devices and users? You may run into buffering issues if you don’t have enough bandwidth for everyone’s devices to be on the Wi-Fi network. If you are on a public network, bandwidth may be an issue. Please try again when you are on your home or office network.

  • Are you simultaneously streaming other videos or music? Are you downloading or uploading large files? These concurrent activities can contribute to latency issues. Please try closing other streaming services and wait for large downloads or uploads to complete and try again.

Check your network connection.

4. You changed the date of the event and it's not available now (if so you'll need to download the film again and availability will depend on the new date as film is not available until 72 hours before the event).

5. You've passed your event date and your film expired (in this case we're sorry but the license has now expired).

6. You have an ad-blocker on. Please disable all ad blockers.

7. You are on a School or Library WI-FI network that has security requirements preventing download of the film. You will need to use another WI-FI network.

8. If you have hosted an In-person event before you may need to clear your history/cookies/cache. To do this follow these steps:

In the top left corner click on Chrome and then Clear Browsing Data

Then check Browsing History, Cookies and other site data, and Cached images and files and click on Clear data.

Then log into offline.kinema.com again.


Thank you! If you have other questions, email films@kinema.com.

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