FREQUENTLY ASKED QUESTIONS
ACCOUNT AND LOGIN QUESTIONS
HOW DO I ACCESS THE FILMS?
Full instructions on how to access the films, including a Guest Area Password, are contained in a download link on the Thank You page (when you complete your booking) and the access details are also emailed to you following your order.
If you are having any troubles with logging in (or any other element) please email us at and we will help you resolve the issue.
I CAN'T FIND A CONFIRMATION EMAIL IN MY INBOX?
If you do not receive any emails, please check your email spam folder. If the email is not in your spam folder, then please email us at
ACCESS TO THE FILM PROGRAMMES
HOW LONG DO I HAVE ACCESS TO THE FILMS?
You will have access to the films for three days (72 hours) from the time of purchase.
CAN I WATCH IN COUNTRIES OTHER THAN THE UK AND IRELAND?
Yes, you can watch in all other European countries except for Germany, Switzerland and Austria. Our licence is restricted to Europe so the films cannot be watched in other countries.
WHY ARE YOU GOING VIRTUAL?
Where we can’t share this year’s collection of films in person due to the impacts of coronavirus, we’re bringing the dog-themed adventure to you. For the very first time, we have created a special virtual Top Dog event that means you can watch the films from the comfort of your own sofa.
WHAT CAN I EXPECT IF I BUY A VIEWING PASS?
The Encore Channel virtual experience includes many of the features of our live screenings - such as compère introductions by our tour team and the tour magazine - as well as lots of extra features thrown in too! In our virtual foyer you can attempt the ultimate Top Dog quiz, watch exclusive film-maker Q&As, and much more. So join us to be a part of the action and one of Top Dog's most memorable events!
WHICH FILMS WILL I SEE?
We’re showing our 2020 Top Dog film programme, which features the latest collection of the very best dog films from around the globe. You can see the full film details HERE.
DO YOU HAVE A PRIZE DRAW?
There is no prize draw for the on-demand screenings in our Encore Channel. We do however have prize draws for our live virtual events which are screening in Spring 2021.
The most reliable way to watch will be playing the films on your computer - and connecting to your TV depending on your home set-up. You can do this in a number of ways, including direct cable connection via HDMI cable, Airplay (for Apple devices) and Google Chromecast (not suitable for Apple devices). We do not recommend watching the films on a phone.
If you wish to test your set-up click play on the thumbnail below.
1. DIRECT CONNECTION: COMPUTER TO TV
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 and if using a PC.
2. APPLE AIRPLAY
o Using your Apple computer or iPad, go to the AirPlay icon.
o Connect to your Apple TV by entering the code. Your device screen should appear as a mirror on your TV.
o If AirPlay isn’t working from your laptop, try connecting from an iPhone/iPad. Here’s a step-by-step guide on how to use AirPlay.
o Stream directly from a tab in the Chrome internet browser to a TV connected to a Chromecast device from your Mac or PC computer. Note: At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad. Once your Chromecast is set up you can stream directly from your computer. Here’s a guide on how to use Chromecast from your computer.
o 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. The Cast icon may also be displayed in the bottom right of your video player.
o 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.
o To disconnect from Chromecast, click the blue Stop icon next to your casting destination.
o If there are any issues with the Chromecast stream, try setting the video to a lower quality.
SYSTEM AND INTERNET REQUIREMENTS
For the best performance we recommend you watch using an up-to-date operating system and web browser. For any device you will need a strong and stable internet connection.
The videos are hosted on Vimeo and are viewable in a variety of different qualities, ranging from 240p to 1080p. In “Auto” mode, the Vimeo player switches between all available qualities to accommodate changes in the viewer’s Internet, processing speed, and player size - and it is highly recommended you use this option for smoother playback.
The quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to Vimeo's playback servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, WiFi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP. You can check your internet speed HERE
The following shows the minimum speeds required for each playback quality:
240p (resolution) - 500 kbps (internet speed)
360p - 1 Mbps
720p - 3 Mbps
1080p - 7 Mbps
When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback. You can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if the bandwidth does not meet the required minimum outlined above.)
LAGGING VIDEO & AUDIO
Here's a list of solutions for various devices that should help fix playback issues.
Frequent buffering can occur when the viewer’s Internet bandwidth does not support playback of the selected video quality. Try switching to “Auto” in the quality menu (the default), if available. If “Auto” is not available, switch to one of the lower quality options. If your video still fails to start, check your estimated bandwidth HERE.
If you are using AirPlay, try connecting from an iPhone or iPad rather than a laptop.
If you are using Chromecast, make sure your device and Chromecast are on the same wifi network.
Restart your computer or device, and TV.
Reboot your internet modem and/or wireless router.
Try refreshing the web page.
Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here.
PROBLEMS WITH STREAMING THE FILMS
ERROR MESSAGE - “Browser error: Your browser is having trouble with this video file.” This error can appear when your browser fails to fetch media for reasons that are usually unknown. Not to worry-- a quick refresh of the player (or web page containing the player) should immediately fix the problem.
ERROR MESSAGE - "Playback error: We’re having trouble playing this video.” If you are seeing this error, it’s likely that you are viewing your video in a browser tab or window that’s been left idle for an extended period of time. A quick refresh of the player or your browser should clear the error.
Confirm that you are not on a VPN (Virtual Private Network).
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).
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.
If you are plugged into your TV via HDMI connection, try unplugging and replugging in the HDMI cable.
Restart your wireless router or modem. Power it off, then wait 20 seconds and turn back on.
WHY DOES THE IMAGE QUALITY OF THE FILMS CHANGE?
The film 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.
CAN I REWIND OR RESTART A FILM?
Yes. You can do this the same way that you would on other web-based video platforms such as YouTube. You have complete access to the entire program for your 3 day viewing period.
STILL HAVE QUESTIONS? GET IN TOUCH
WHO DO I CONTACT IF I HAVE ANY OTHER QUESTIONS?
If you have any questions that haven’t been answered here, please contact . We’ll be checking this email regularly and will get back to you as soon as we can.