select

Cinema Portal

Welcome

Please Sign In

Frequently Asked Questions: Keys

Q. How will I receive my keys?

A. The keys will be sent via email unless your corporate office has set up an FTP site for us to drop them.  You can also access your keys by way of the Deluxe Technicolor Exhibitor Portal.   If you would like access to be set up or have forgotten your password, please contact Deluxe Technicolor Customer Support at 1-800-99-FILMS (800-993-4567) or email ddchelp@bydeluxe.com.  Exhibitors outside of North America should contact our International Customer Support Team at 877-272-3870 (after dialing the country access code) or email keyrequest@bydeluxe.com.

Q. When will I receive my keys?

A. The studios determine when the keys are issued as well as their start times. Please contact Deluxe Technicolor Customer Support at 1-800-99-FILMS (800-993-4567) if you have not received your key 48 hours prior to your opening.

Q. I have a Special Screening tomorrow morning at 10:00AM and do not have my keys.

A.  We send keys for domestic Special Screenings 24 to 48 hours in advance based on each studio’s specific requirements.   If you do not have your key during this timeframe, please contact Deluxe Technicolor Customer Support at 1-800-99-FILMS (800-993-4567), or or email Support at ddchelp@bydeluxe.com.   Tip:  These keys usually have very tight windows.   Please be sure that your server clocks are correct.

Q.  I have several features opening this weekend and would like to have an earlier start time for my features.   Can you send me a new key?

A.  The studio determines the start times for keys.   Please have your booking agent contact the studio for approval.   We must receive the authorization from the studio before this request can be processed.

Q.  My key is not working.

A-1.   If the filename ends in .zip, you will need to extract the keys.   Please save them down to your desktop; download the attached.zip file and unzip it; then copy the xml files to your USB Flash drive or computer desktop.  There will be one .XML file for each Show Player.
A-2.  If you have a new server or your server was just upgraded, you will require new keys.  Please contact Deluxe Technicolor Customer Support at 1-800-99-FILMS (800-993-4567) or email ddchelp@bydeluxe.com.    Exhibitors outside of North America should contact our International Customer Support Team at 877-272-3870 (after dialing the country access code) or email keyrequest@bydeluxe.com    *Note: Please follow your internal escalation processes.

Please contact the Deluxe Technicolor Support Teams right away with any issues.   This will allow us to identify any trends in the field right away and provide all parties involved the opportunity to keep you on screen.

Deluxe LinkedIn