Patron FAQ: How to add as an html header link
Everyone's goal is an intuitive, trouble free experience for patrons to access and enjoy content that they are entitled to view. As with any streaming endeavor, a tiny percentage of patrons (less than 2%) will experience playback issues for any number of reasons including poor connectivity, old equipment, and out of date browsers just to name a few.
To help our clients in assisting their patrons, we've recommended a Patron FAQ be posted on their own website with system requirements and basic troubleshooting guides, so that patrons can self-diagnose and correct their issue as quickly as possible.
We've converted that document to html so that now you can plug it into a custom header link directly on your web platform, allowing your patron to review it if needed without ever leaving your portal. For some, having the information on your own website may still make more sense, but this is an option to get the information in front of your audience in a simple, quick and intuitive way.
Here's how:
- Log into your On Demand account and navigate to SITE SETTINGS > PORTAL BRANDING > Header
- Scroll down to Custom Links and click the red NEW button
- Change Type to "Html"; enter a Name (ie. System Requirements and FAQ)
- Copy and Paste the code (located at the bottom of this page) into the HTML field
- Check the box "Show on Public Voucher Landing Pages"
- Uncheck the box "Open In New Tab" and then Save.
Your new custom header link, when clicked, will now display the patron FAQ inside your web portal.
You can edit the html in the custom header link, as well, if you would like to add more personalized FAQ's that may be specific to your organization or audience.
Please find the html code to copy and paste below, and if you need assistance please reach out and our team will be happy to help.
<div class="col-12 p4">
<h3> <strong style="background-color: initial; font-family: inherit; font-size: 45px;">FAQ</strong></h3>
<p></p>
<h3> <strong style="background-color: initial; font-family: inherit; font-size: 18px;">What are the system requirements?</strong></h3>
<p>
<strong></strong>You can watch content on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.<strong><br>
</strong>
</p>
<h4> <strong>What are the requirements for Windows computers?</strong></h4>
<p>
<strong></strong>Windows 7, Windows 8.1 or Windows 10<br>
<em style="background-color: initial;">Supported browsers:</em> Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.
</p>
<h4> <strong>What are the requirements for Mac computers?</strong></h4>
<p>
<strong></strong>Mac OSX 10.12 or later<br>
<em>Supported browsers:</em> Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser.
</p>
<h4> <strong>Can I watch content on my iPhone/iPad?</strong></h4>
<p>
Yes, you can watch content using Safari on iOS 11.2 or later.
</p>
<ul>
<li>Note: The “Screen Mirroring” feature cannot be used - please ensure you turn off Screen Mirroring if you encounter trouble playing content.</li>
<li>Note: You cannot use a lightning to HDMI adapter to connect to your TV. Try using AirPlay instead if you have a compatible TV or streaming box.</li>
</ul>
<br><h4> <strong>Can I watch content on my Android device?</strong></h4>
<p>
Yes, you can watch content using Chrome on Android 6.0 or later.
</p>
<h4> <strong>Can I Chromecast?</strong></h4>
<p>
<strong></strong>You can cast to a 3rd generation or newer Chromecast stick.<strong><br>
</strong>
</p>
<p>
To Chromecast from an Android phone or tablet:
</p>
<ul>
<li>Make sure your Chromecast devices is on the same Wi-fi network as your mobile device</li>
<li>After the video is playing, tap the "Cast" icon in the bottom right corner of the video player. If the icon doesn't appear, unfortunately casting is not supported on your device.</li>
</ul>
<p>
To Chromecast from your computer:
</p>
<ul>
<li>Make sure you're using Google Chrome as your browser.</li>
<li>After the video is playing, tap the "Cast" icon in the bottom right corner of the video player. If the icon doesn't appear, unfortunately casting is not supported on your device.</li>
</ul>
<br><h4><strong>Can I AirPlay to my AppleTV?</strong></h4>
<p>
<strong></strong>You can AirPlay from most browsers if you have an AirPlay compatible TV or streaming box by selecting the AirPlay button in the bottom right-hand side of the player. If the icon doesn't appear, unfortunately casting is not supported on your device.
</p>
<ul>
<li>Compatible Smart TVs include select Samsung, LG, Sony and VIZIO models.</li>
<li>Compatible streaming boxes include AppleTV Gen4 and above, and select Roku HD streaming devices running the most up-to-date software.</li>
</ul>
<br><h4> <strong>Can I use the web browser built into my TV?</strong></h4>
<p>
Maybe. Unfortunately many built-in Smart TVs' web browsers don't support protected content playback. If you get a black screen or error message, it's likely that your TV is not compatible. Try another method to get the video onto your TV.
</p>
<h4>Can I connect my computer with a cable to watch on my TV?</h4>
<p>
You can directly connect your laptop or computer using an HDMI cable, by following these steps:
</p>
<ul>
<li>Make sure your computer is close enough to your TV for the HDMI cable to reach.</li>
<li>Connect one end of the HDMI cable into your computer.</li>
<li>Plug the other end of the cable into an available HDMI port on the TV. Take note of the HDMI input number.</li>
<li>Using the TV's remote control, set the TV to the HDMI input that matches the port you connected the cable to.</li>
<li>If your computer's display does not automatically appear on your television screen, you may need to have the computer manually detect the display:</li>
<li><strong>Windows:</strong> Right-click on the desktop and select "Display Settings" > "Detect" > "Multiple displays", and select "Duplicate these displays"), and click Apply.</li>
<li><strong>Mac</strong><strong>:</strong> Go to the Apple Menu and choose "System Preferences". Choose “Displays”, and hold down the “Option” key to show the “Detect Displays” button. Click on “Detect Displays” while holding down the Option key.</li>
</ul>
<br><h4><strong>What happens if I forget my password?</strong></h4>
<p>
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.
</p>
<h4> <strong>Why does video playback stall or not play smoothly?</strong></h4>
<p>
We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you’re on wifi, try moving closer to your router.
</p>
<h4><strong style="background-color: initial;">I see a black screen when I'm trying to AirPlay on my TV</strong></h4>
<p>
You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.
</p>
<h4>I see a black screen but can hear audio</h4>
<p>
If you have an external display or TV connected with an HDMI cable, try disconnecting it. If videos play after it is disconnected, then unfortunately the display or cable doesn't support encrypted video. Try another method.
</p>
<h4> <strong>Why do I see a black screen after the pre-roll if I am casting to Chromecast?</strong></h4>
<p>
Some Chromecast versions cannot support transitions from one video to another. If this happens, turn off casting and re-start it once the film starts playing.
</p>
</div>