I cannot access to the restricted area myFestival. What should I do?

Please verify your email and password combination, and be careful with the keyboard typing (uppercase and lowercase letters, special characters).

Enter the email address used for the registration as username.

Empty cache, temporary files, and cookies from the web browser. This operation applies to pcs, tablets and mobiles.

I forgot the password. What should I do?

Go to www.locarnofestival.ch/it/pardo/myfestival in the myFestival area then click on "Forgot Password?" link. Enter your registered email; then, you will receive an email containing a link for creating a new password. If the link you received by email does not work, please copy and paste it directly into the browser. Enter the registered email, check your email inbox and enter the new password in the appropriate fields. If you have any further questions or difficulties please feel free to contact us at helpdesk@locarnofestival.ch. We will be happy to help you.

I did not receive the email to reset my password.

Check that the email we sent you has not been blocked by the spam filter or redirected in other folders of your email (spam, archive, other personal folders).

Verify that your mailbox is functioning properly (send/receive, internet connection).

Please try to reset your password again to receive a new email.

What can I do if I receive the password reset email, but I cannot access it anyway?

The link sent by email has a limited validity over time. Try again by requesting a new email in order to reset your password.

The email is unavailable when I try to reset my password.

If your email address is not being recognized when you are trying to reset your password, you may have registered with a different address or typed your email address incorrectly.

What should I do if I do not have a login yet?

Register through the myFestival area, click on “create a new account” and enter your details according to your category: “Accredited registration” or “Public registration”.

What is the myFestival area and how does it work?

Starting from this year there will be the new myFestival feature through custom login, which will give you various information and notifications to stay up to date during the Festival (myNotifications).

myProgram section (only for ACCREDITED registration)

You can create your custom program, clicking on the star-shaped icon. You can find it next to the films of the program and in the Highlights on the Home page.

myDigitalLibrary (only for ACCREDITED registration)

The Industry and Press accredited users can access the Digital Library and save the films of the Festival through the specific icon “DL” in the myDigitalLibrary section.

How does the Digital Library work? (only for ACCREDITED registration)

Through the myFestival area, in the myDigitalLibrary section, you will be able to watch the Festival's films.

The films will be online only and exclusively after the first screening in the Festival theatres. Please be aware that you can only watch the movie once. The duration of the viewing will be 120% of the duration of the entire movie. This will allow you to use the pause or to rewind it if you missed something. For further information, please contact us via email helpdesk@locarnofestival.ch

Can I watch the film for a second time? (only for ACCREDITED registration)

Only in special cases you will be able to request permission to watch the movie for a second time. For further information, please contact us via email dl@locarnofestival.ch

What should I do in the case of problems with the viewing of the film? (only for ACCREDITED registration)

To ensure the quality of the video contents, we use a buffering and adaptive streaming system that maximizes the video quality depending on the speed of your internet connection. In the case of buffering problems (regular interruptions) there are many possibilities. In the case of a wireless connection, please change the position and try again or connect a PC using a wired connection.

Otherwise, close all programs that are connected and consume Internet connection, or change browser.

The video playback is provided by Flowplayer, a web video software created with Adobe Flash technology.

The pages are not showing correctly or are not available?

Check out your internet connection, reload the page. Change the browser and download the latest available version in order to get the best experience.

Why are some contents on myFestival available and others not?

Custom contents depend on the type of login (Accredited or Public).

Why can not I download the pictures?

Check the download folder on your device. If you can not find the picture, change the destination of the downloaded files.

Try downloading the image again. If the download is blocked by the browser, check the security settings for your browser. Otherwise, reset it or try another browser.

Do you have any problems using the Wi-Fi connection in the Festival’s areas?

Verify the name of the network and the password. In case of interruptions or slowdowns, please be patient and try again, Wi-Fi technology is very much dependent on interferences and network congestions.

How can I contact the technical support?

You can contact us by email at helpdesk@locarnofestival.ch. We will be happy to help you.

The app shows the message "service unavailable." What should I do?

This message appears if your smartphone is unable to connect to the internet service. Make sure you have an active data or Wi-Fi connection on your device.

How do I disable the push notifications?

Select the "Settings" entry from the menu of the app and disable the "Push notifications" switch.

How do I change the user of the app?

Select the "Settings" entry from the menu of the app, press "Logout" and then again on "Login".

Note: Only enabled users can consult the Industry Guide

The application crashes. What should I do?

If the app suddenly crashes when you try to look at multimedia contents or something else, this may be due to memory issues on your device. If other apps are used in the background, they take up a lot of memory, causing the app to close. Try turning it off and on again to reset the memory or delete data to have more space.

If the app continues to suddenly shut down, you can report the problem via email (helpdesk@locarnofestival.ch). Make sure you provide us with as many details as possible (phone type, operating system, when sudden closure occurs).

Basic steps

If you encounter problems that are not covered in the FAQ, follow these steps to solve them. We recommend that you make sure you have the latest operating system version on device before performing these steps:

• Restart your device;
• Check your network connection;
• Uninstall and reinstall the app.