Frequently Asked Questions all
Q When will I receive my keys?
A Delivery dates are instructed by the studio. Please contact the Cinekiosk Helpline if you have not received your keys within 48 hours of your first show time.
Q How will I receive my keys?
A If your server has a working modem, we will attempt electronic delivery. Otherwise, we will email the keys to you.
Q I have a server that must be replaced. Will I need new keys?
A Yes. Call the Cinekiosk Helpline and provide the serial number of the new server installed. We will create and send keys for the new server.
Q I want my keys to be valid for different times than what has been provided. How do I get new keys?
A The studio must authorize all changes to keys. If you require different key times, then you must contact your booking agent. The studio will then contact us. Once we have authorization, keys will be generated and delivered to you.
Q When will I receive my hard drive?
A Delivery dates are instructed by the studio. Please contact our local delivery department Helpline if you have not received your hard drive within 48 hours of your first show time.
Q My hard drive is not ingesting. Do I need a new one?
A Start by swapping out the cables. Inspect the connections on the power cord and drive. Confirm that the power switch is in the “on” position. If the ingest still does not start, please attempt ingestion on another server at your theatre. If still unable to ingest, please contact our local delivery department Helpline.
Q Where do I find details about the film such as file size, aspect ratio, or the end credit offset?
A These are specifics that vary from one title to another. To get the most current information, refer to the ingest letter sent with your hard drive. Also, feel free to contact our local delivery department Helpline.
Important
Please report any ingestion problems to our local delivery department Helpline as soon as possible.
Hard drives should be ingested immediately upon receipt.
Failure to report hard drive problems within 24 hours of the first show may result in missed shows!
Contact
Germany, Austria, France, UK:
Substance Film UG: +49 228 966 33 006 | support@substance-film.com
Switzerland:
Scaramanga Medien GmbH: +41 79 642 24 34 |