Help FAQ

  • CONTACT US

    We are always available at [email protected]. We try and respond to all requests within 30 minutes. Note that we are a bit slower to respond during the middle of the night, so we appreciate your patience if we happen to be sleeping.

    Please email us from the same email address as your account. This ensures we can verify who you are.  Also, please provide us with as much detail as possible about the question you may have or the issue you may be experiencing.  We will respond to you as quickly as possible.

  • How can I watch screeners on awardbureau.com?

    You can view screeners on the following platforms:

    • Computer Browser
    • iOS (via the browser)
    • AppleTV (search for Award Bureau in the app store)
    • Roku (search for the Award Bureau channel on your Roku)
    • Airplay / Chromecast
    • Android (if you are a pincode user, please contact us)
    • SmartTV* (via the browser)

    Please log in to view more information in the Device Guide (click the TV icon in the upper right of the page).

    *Some SmartTVs may be able to run the Award Bureau site in the built-in browser.  In terms of specific models that are capable, unfortunately, there are too many models for us to have tested them all.  We have tried a few newer Samsung and LG SmartTVs with success.  If this is your preferred viewing experience, our best recommendation is to try and see how your SmartTV fares.

    Note that on some SmartTVs, the playback controls may not fade out while viewing.  As the SmartTV browsers are not as robust as those found on your computer, we cannot always provide the same type of experience as viewing on another device.

  • Can I view on my Android device?

    We support playback on Android devices via our app. Note that if you are a pincode user, you will need to contact us at [email protected] or by phone at (626) 808-4246 in order to do this.

    For further details, you can review our Android device guide here

  • How do I set up my password?

    This does NOT apply to pincode users

    From the Email/Password login page, click the Create link. On the new page, enter your email address (the same one on which you received your invitation) and click the Set Password button. The system will send you an email that contains a unique link. (Note that this link is only valid for 15 minutes.) Click the link. Enter your password twice and click to submit.

    Congratulations, your password is now set!

  • Help! I forgot my password.

    This does NOT apply to pincode users.

    From the Email/Password login page, click the Forgot link. On the new page, enter your email address (the same one on which you received your invitation) and click the Set Password button. The system will send you an email that contains a unique link. (Note that this link is only valid for 15 minutes.) Click the link. Enter your password twice and click to submit.

    Congratulations, your password has been reset!

  • Help! I forgot my pincode.

    This does NOT apply to username/password or SAG-AFTRA users.

    From the Pincode login page, click the Forgot / Reset link. On the new page, enter your email address (the same one on which you received your invitation) and click the Reset Pincode button. The system will send you an email that contains a unique link. (Note that this link is only valid for 15 minutes.) Click the link and you will be presented with your new pincode.

    Congratulations, your pincode has been reset!  Be sure to make note of this and keep it in a safe place.

  • I’ve locked my account. What do I do?

    Please contact us at [email protected] so that we can address this issue.

    Please email us from the same email address as your account, or provide us your pincode, as this ensures we can verify who you are as quickly as possible.

  • I’ve exceeded the number of allowed devices. What do I do?

    You are allowed a limited number of devices that you can view screeners from. You can log in from one of the devices that you previously used. You can also contact us at [email protected].

    Please email us from the same email address as your account, or provide us your pincode, as this ensures we can verify who you are as quickly as possible.

  • Why am I am getting a CDM or DRM error on my computer when trying to watch screeners?

    This error is caused by your external display such as a TV or monitor, or the connection to the display, not being compatible with the DRM.

    • If you are connected to an external display, you must use HDMI or some other HDCP compliant connection such as Display Port or Mini-Display Port.
    • If you are using an adaptor to connect your computer to an external display, such as USB-C to HDMI, not all adaptors are HDCP compliant. Note that those made by Apple generally are.
    • If you are attempting to wirelessly connect to a TV, you must use AirPlay or Chromecast.  Mirroring is not compatible.

    Some Windows users have experienced DRM errors when connecting to external displays such as a TV even if the display is HDCP compliant. If this occurs, we recommend you switch your display settings from "Duplicate these displays" to "Extended these displays". This can be accessed via Settings > Display while connected to the external display.

    Further details are available in the Device Guide (click the TV icon in the upper right of the page).

  • Why am I getting a License Request error on my iOS device?

    This issue was introduced by Apple during the beta release of iOS 15 (Versions 15.0.1 and 15.0.2). If you are still running one of these versions, you will need to upgrade the iOS on your device to at least version 15.1 to restore the DRM functionality.

  • Can I use add-ons with my browser, such as pop-up blockers?

    Add-ons or extensions such as ad blockers or pop up blockers may prevent the screener from loading correctly. We recommend you disable them while using this site.

    Note that we have tested some blockers.

    • DuckDuck Go Privacy Essentials, uBlock Origin and Ghostery will not allow the site to work in their default mode.
    • DISCONNECT, AdGuard and Adblock Plus generally allow the site to work in their default mode.
  • Why am I getting sound but no picture?

    This error is caused by your display not being compatible with the DRM. If you are connected to an external display such as a TV or monitor, you must use HDMI or some other HDCP compliant connection such as Display Port or Mini-Display Port. If you are attempting to wirelessly connect to a TV, you must use AirPlay or Chromecast. Mirroring is not compatible.

    Further details are available in the Device Guide (click the TV icon in the upper right of the page).

  • Why am I getting logged out of the website randomly on my mobile device?

    When a user logs in, we capture their IP address. If this changes while logged in, for security reasons, you will be logged out of the system.  If you are in an area where you may be switching between different Wi-Fi networks or jumping between Wi-Fi and cellular, we recommend you adjust where you are located or try again at a point where your connectivity will be more stable.

  • Why do I see my name / pincode over the video?

    Due to the security requirements of the studio, they have requested that a watermark be placed over the screener.

  • Is the movie available with surround sound?

    Yes, if the studio provided the screener with surround sound.  Our system supports up to Dolby Atmos surround sound.

  • Do I need an internet connection to watch screeners on awardbureau.com?

    Yes, an internet connection is required to watch a screener because it is streaming platform only.  Download with offline playback is not available.

  • What is the minimum internet connection speed I need to watch a screener on awardbureau.com?

    We recommend at least a 5Mbps download connection speed to stream content.  The site does support adaptive bitrate streaming, so the faster your connection, the better the quality of the image.  You can test your internet connection speed with a number of free services, including SpeedTest.net.

  • Can I share my awardbureau.com credentials with friends and family?

    No, please do not share your credentials.  Due to security restrictions, all titles for which you are licensed are provided uniquely to you alone.

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