Audience FAQ | Knowledge.ca

Questions About Our
Public Service?

We welcome you to explore, share and discover new features and programs at Knowledge.ca. As always, your feedback is important. Please use the contact form on the contact page.

Donating to Knowledge

Q: Will I get a Canadian tax receipt for my donation and when?

A:

Yes. Knowledge Network is a Canadian registered charity and we issue tax receipts you can use to offset your Canadian taxes. If you give online, your tax receipt comes electronically to your email inbox within minutes. If you give by cheque or phone in your donation, you will get a paper receipt within 2 weeks of making your donation. If you are a monthly donor and give by any means, your tax receipt will be mailed by the end of February for the total sum of the previous calendar year’s donations. If you have lost, can’t open or can’t find a tax receipt, please call or email us and we will be happy to issue you a duplicate or re-send your electronic receipt to you.

Q: What type of donation is best for Knowledge Network’s annual program?

A:

We gratefully accept donations in any way our Partners choose to give them. However, the most cost effective way to donate to Knowledge is a monthly gift made online or over the phone through an automatic debit to your bank account. The reasons are:

 
  • Since monthly gifts continue without “expiry” we don’t need to spend any labour or postage reminding you to renew
  • We send very little “other” correspondence to monthly donors saving time and money on paper and postage
  • Credit card processing fees are quite a bit higher than fees for automated bank withdrawal.
  • Since there is no expiry date on an automated bank withdrawal, we don’t have to spend labour and postage to follow up with you to reinstate your monthly donation when your credit card expires.
  • Monthly donations are a reliable and predictable revenue source with respect to budgeting and spending.

Q: I’ve lost, can’t find or can’t open my Knowledge tax receipt…can you help?

A:

Yes. Please contact us by phone or email and we will ensure you get a duplicate tax receipt in whatever manner suits you (email or paper).

Q: I heard you had an event in my area recently. Why wasn’t I invited?

A:

There are two possible reasons. First, due to the high costs of postage, the majority of our event invitations are delivered by email only. If you have an email address, please make sure we have it on file by giving us a call or sending us an email. Second, depending on the size of the event venue we may limit the size of the invitation list which means not every Knowledge Partner in the area is invited to every event. If you don’t use email but want to get event invitations, you can always let us know and we will put a notation on your file to mail you a print invitation when events in your area come up.

Q: My magazine has stopped coming but I gave you a donation just a few months ago. What happened?

A:

There are two possible reasons. First, through the membership year, many donors choose to make additional gifts to Knowledge Network to further support the service. If you made a donation more than 3 months before your expiry date, our computer system typically considers it to be an additional gift instead of a renewal (unless you told us otherwise). If this has happened and you intended your gift to be an early renewal and not an additional gift, we can adjust it on your file – just give us a call or send us an email.

Second, occasionally, K: Magazines do get lost in the mail. If your magazine hasn’t arrived by the issue start date, please contact our office and we will send a replacement copy.

Q: If I renew early, how is my expiry date adjusted?

A:

Each renewal entitles you to 12 months of magazine delivery and “membership”. If you renew early, your new expiry date is 12 months from your previous expiry date so there’s no downside to an early renewal.

Q: I’d like to pay for multiple years of membership all at once. Can I do this?

A:

As ours is an annual program, we do not allow pre-payment of multiple years of membership. The Partners program and benefits can change year to year and we can’t predict what those changes might be in the long term and whether we can fulfill your expectations several years in the future. Also, receiving all the revenue in one year and having to cover costs of your membership for multiple years can throw our finances out of balance.

Q: I forgot to give by December 31…can you please back date my tax receipt?

A:

We cannot do this as it is an unlawful practice. Canada Revenue Agency policy dictates certain prohibited practices and back dating tax receipts is one of them. Violating this would put our charitable status at risk. More details on this policy can be found at: http://www.cra-arc.gc.ca/chrts-gvng/chrts/prtng/rcpts/whtknw-eng.html

Q: I’d like to make a donation but can you please issue the receipt in someone else’s name (e.g. a relative or friend)?

A:

We cannot do this. Canada Revenue Agency policy dictates that charitable tax receipts must be issued in the name of “true donor”. Violating this would put our charitable status at risk. Where a cheque is provided from a joint account, the donation receipt may be issued in either person’s name. More details on all CRA policies with respect to charities can be found at: http://www.cra-arc.gc.ca/chrts-gvng/chrts/plcy/csp/csp_mnn-eng.html#r-tpcs

Q: I have some art I would like to donate to Knowledge to get a charitable tax receipt. Do you do this?

A:

We rarely accept art as an in-kind donation. Any art for which a charitable receipt is issued must first be appraised by an independent appraiser to determine the authenticity and fair market value. An independent appraiser is someone selected by Knowledge Network. Pre-existing appraisals are not acceptable. Depending on the outcome of the appraisal, we would decide whether we could accept the art and issue a receipt. This can be an expensive activity and in most cases would be a cost to the donor in advance of confirming gift acceptance.

Q: I would like to donate shares to Knowledge. How can I do this?

A:

Knowledge does accept publicly listed securities and there are wonderful tax benefits you can enjoy with this type of donation. More information is available on this in the following PDF document: https://www.knowledge.ca/pdf/kn_partners_securities.pdf or contact Donna Robinson with your specific questions at:

 

Email: plannedgiving@knowledge.ca

 

Greater Vancouver: 604.431.3136

 

Toll Free: 1.877.456.6988

Watch Live

Q: Why do I need to provide my email address?

A:

Signing up to Knowledge.ca personalizes your online viewing experience. You are able to access new features like Watch Live, customize your interest profile, set reminders and access your viewing history. You may also receive information about our programs and fundraising initiatives. We do not sell, trade, or rent your personal information.

Q: Why is Watch Live only available to BC residents?

A:

Knowledge Network is British Columbia’s public broadcaster. As such, we acquire rights to display our television programs within the territory of British Columbia only.

Knowledge App

Q: Can I watch Knowledge on my mobile??

A:

Watch hundreds of documentaries, dramas, and performing arts shows for free – anytime, anywhere with the Knowledge app. Available for iPhone, iPad and Android devices.

Q: What mobile devices do you support?

A:

We support all mobile devices as long as you have access to the internet and a web browser.

Q: What devices is the Knowledge App available on?

A:

Android – version 4.1 and up. Apple – version iOS 8.0 or later, compatible with iPhone, iPad, and iPod touch.

Q: Why does the app keep crashing?

A:

Try closing other apps on your device. If too many apps are open, it may slow down your device.

Q: Why is there no audio and/or video?

A:

Try updating the plug-ins on your device and make sure your volume switch is in the ”On” position.

Q: I live in BC. Why is the player not working?

A:

Check to see if your location services for the Knowledge App is enabled. It can be found in Settings on your device. Your location is required for the player to work.

Q: Is the Knowledge App free?

A:

Yes.

Q: How do I download the Knowledge App?

Watching Video

Q: Where can I watch video?

A:

You can watch video from several places on the website. Any image with a blue play button on it means it has a video associated with it. Simply click the image and you will be directed to the program page where you can click play to watch. If it is a program series, or show with more than one episode, scroll down to choose which season/episode you would like to watch. You can also watch video right within the main carousel on the homepage. If the image has a big blue play button on it, click it and start watching!

Q: When will episodes be available online?

A:

Episodes will now be available online simultaneously with the TV broadcast; however; online streaming rights vary for each program. Most, but not all, programs are available to view online, typically for 30 days from the television broadcast date.

Q: How do I change the video resolution?

A:

To change the video resolution, hover over the bottom right side of the video window. When the menu appears, click the “ quality settings” button and see a list of available video qualities. The highest video quality will appear at the top of the list while the lowest will appear at the bottom.

Q: I started watching a program but didn’t finish and I can’t remember where I left off. What do I do

A:

As long as you are registered and logged in, our new video player allows you to resume you viewing right from where you left off without doing a thing. It will remember where in the program you stopped watching and next time when you click “ play”, it will resume.

Q: How do I enable closed captioning?

A:

To enable closed captioning, hover over the bottom right corner of the video player. When the menu appears, click the “ CC” button to toggle closed captioning on and off.

Q: Why do some programs have closed captioning and others don’t?

A:

For programs that are 90 minutes or longer, which are often two episodes joined together (ex. Lewis), we are having some issues with enabling the closed captioning. We are currently working on a solution for programs where this is the case and hope to have them fixed soon.

Q: Will I be able to watch programming on my mobile phone and tablet?

A:

Yes – online video is fully compatible with mobile and tablet devices.

Q: How does the rating system work?

A:

In order to rate a program, you must be a registered user and logged in. Every program page has an option for you to give it a rating out of 5 stars. Once you have rated at least three shows, you will begin getting recommended programs based on those ratings.

Minimum System Requirements

Q: What are the screen resolutions you support?

A:

The minimum screen resolution is 1024x768.

Q: How fast does my internet need to be?

A:

Below are the internet connection speed recommendations per video resolution for watching programs on Knowledge.ca:

  • 0.5 Megabits per second – Required broadband connection speed
  • 1.5 Megabits per second – Recommended broadband connection speed (360P)
  • 3.0 Megabits per second – Recommended for SD quality (360P HQ – 480P HQ)
  • 5.0 Megabits per second – Recommended for HD quality (720P – 1080P)

The speed and bandwidth of your broadband Internet connection may impact your viewing experience. Programs and episodes are streaming over the Internet, not being downloaded, so you must be connected to the Internet throughout your viewing experience.

Q: I have the recommended connection speed, but the website and its features are still loading very slowly. Why is this?

A:

Some reasons why you may still be experiencing slowness may be:

  • You have other applications or programs running like Outlook, Skype, or Microsoft Word. Try shutting down all other applications and programs while using the Knowledge website.
  • You have multiple other browser tabs open that are slowing things down. Try closing these.
  • You are located too far away from your internet router.
  • You are using a dial-up internet connection. Users with a high-speed connection (DSL or cable) should experience high quality video with relatively few problems.
  • Other users are using your internet connection and slowing your connection speed.
  • Your browser is out of date.
  • You are using an older computer that does not have the technical capabilities.

Q: What are the web browsers you support?

A:

Knowledge.ca is available on all browsers; however, you must have a more recent version. Please ensure that you are using one of the following browser versions, or higher:

  • Chrome (Automatically keeps up-to-date) - Find the latest version here.
  • Internet Explorer 8 (Released March, 2009) - Find the latest version here.
  • Firefox 4 (Released March, 2009) - Find the latest version here.
  • Opera 12 (Released July, 2012) - Find the latest version here.
  • Safari 6 (Released June, 2011) - Find the latest version here.

Q: I have the recommended connection speed and an up-to-date browser yet, when I try to watch a program, I am unable to. Why is this?

A:

The reason for this might be because your browser is blocking the Knowledge video player from running properly. Please ensure that "JW Player" is not blocked, as this is the service we use to provide video. Also, it is a good idea to ensure that cookies are enabled in your browser of choice.

Knowledge cannot be held responsible for any third party browser plugins you may have installed that are affecting the performance of the website. If you insist on using plugins used for blocking certain content, make sure at least that 'JW Player' is not blocked.

Account Management

Q: How do I register?

A:

To register, click the Log In button located at the top right corner of the webpage. Once the pop-up is displayed, click Sign Up. You will need your first and last name, your email, and your postal code. You can also choose to sign up with your Facebook account.

Q: Why should I register?

A:

By registering, you will gain access to a wealth of new features and a whole new viewing experience.

  • Customize Your Interest Profile: Select genres that you are interested in and receive recommendations that suit your interests under the “ Suggested For You” heading on the homepage.
  • Remember Your Viewing History: Don’t remember what you watched? Your “ Viewing History” will take care of that for you. It will also keep track of the ratings you have given them, as well as where you left off if you didn’t complete watching a program.
  • Set Reminders: Need a reminder for one of your favorite shows? Go ahead and set one from the program page. Twenty-four hours before the show airs, we’ll send you a friendly email.
  • Receive Email Notifications: Get notified with our email newsletter for latest news and events, or simply just when new programs air that match your Interest Profile or when we host events in communities across BC.
  • Keep Track of Your Donation History: Keep a log of your previous donations, along with your tax receipts, all in one place.

Q: I've forgotten my password, how do I recover it?

A:

For security reasons, we will never send out your password. However, you can reset your password here.

Q: How do I reset my password?

A:

You can reset your password using the following steps:
 

  1. Go to www.knowledge.ca/user/password.
  2. Enter the email address associated with your account.
  3. You will then be sent an email containing a temporary link to log in your account. This link can only be used once, so make sure you reset your password before leaving. If you don't, you will have to begin the password reset process all over again.
  4. Clicking on the temporary link will take you into the "My Account" page, where you will see the "Update Password" option near the bottom. Click this option.
  5. In the fields provided, enter in your new password. Once you’re finished, click the "Save Changes" button.

Q: How do I delete my account?

A:

You can delete your account using the following steps:
 

  1. Log in to your account.
  2. At the bottom of the "My Account" page is an option to "Delete Account". Click this option.
  3. (Optional) Provide a reason for why you want to delete your account.
  4. Click the "Delete Account" button
  5. Confirm that you would like to delete your account.
Social Sharing

Q: How do I share a program with my friends?

A:

To share a program on your social platforms, you can do so directly from the video window. Simply hover over the bottom right corner of the video window until the menu appears, then click the far right icon. When your curser is over it, it will read “ share”. You will have the option of sharing via Facebook, Twitter, and Google+. Every program page also has social sharing buttons underneath the video window on the right. There, you have the option of sharing via Facebook, Twitter, or email.

Q: Can I comment on the website?

A:

Yes – all of the program pages have an area at the bottom for you to write comments and remarks.

About Knowledge Network

Q: How is Knowledge Network funded?

A:

Knowledge Network is funded by an annual operating grant from the provincial government and through support from over 38,000 individual donors, our valued Knowledge: Partners, whose gifts fund over 1/3 of the cost of delivering the Knowledge service.

Q: You often ask viewers for financial support. Why?

A:

When we acquire a program from a producer or distributor, we are actually buying “ broadcast rights” and often online streaming rights for a specified period of time, usually 3-4 years. These broadcast rights allow us to show the program to a wide audience and typically cost an average of $3,000 per program, often more.  Therefore, you can see why it is necessary for us to constantly raise funds for program acquisition.  Similarly, we repeat acquired programs a few times in order to get the most value out of our investment and to reach the widest audience possible.

Q: How can I obtain permission to use material found on your website or television station?

A:

All material found on our website is protected by copyright.  It’s either the sole property of Knowledge Network or of the producer/distributor who provided it.  Regretfully, we cannot give permission for external use of this material.

All programming seen on Knowledge Network is protected by copyright and cannot be used without permission. While we cannot grant permission for anyone to use programming, if you email us your specific request we will direct you to the show’s producers.

Q: Is Knowledge Network available in high definition?

A:

Yes, Knowledge Network is available in HD through the following TV providers:

  • TELUS Optik TV: Channel 117
  • Shaw Direct: Channel 009/509
  • Shaw Cable: Channel 230
  • Coast Cable: Channel 695
  • Delta Cable: Channel 695
  • Eastlink: Channel 695
  • CityWest: Channel 312
Programs and Schedule

Q: How can I find out when a particular program is on?

A:

For a minimum donation of $35, you can become a Knowledge Partner and receive our K: Magazine for one year. The magazine contains complete schedules and in-depth descriptions of new programs and series.

 

You can use our search function on knowledge.ca, browse programs by category or look through our online schedule for programs that interest you. Children’s programs are listed separately in the Knowledge Kids section. If you can’t find the program on our website, please email us at info@knowledge.ca

Q: How can I get information about a program I saw on Knowledge Network if I don’t know its title?

A:

In order for us to help you, we do need the title and/or the date and time of the broadcast. We usually cannot identify by description of footage, narrator, and or host.

Program Repeats

Q: Why do you repeat so many programs?

A:

When we acquire a program from a producer or distributor, we are actually buying "broadcast rights" for a specified period of time, usually 3-4 years. We do try to run repeats in different timeslots to reach different audiences. We also monitor viewership, which helps us decide how often and where we will place repeats. This allows us to spread the cost of the broadcast rights over a long period of time, ensuring all interested viewers get a chance to see the program and that we get the most value for our investment.

Q: Why are you airing children’s programming all day?

A:

Our young children’s audience continues to grow, with parents and caregivers requesting more hours of commercial-free children’s programming during the day that support literacy and early childhood development.  We have responded to this demand, while at the same time offering more programming for adults in the evening, late evening (overnight schedule), and on Saturday and Sunday afternoon from 12 to 6pm.

Additional Program Information

Q: I want to send in a compliment / complaint about your programming. How can I do this?

A:

You can voice your opinion on our programming through our Audience Relations department. You can reach us at: info@knowledge.ca or by going to the “ contact us” page and using the "Audience Feedback Form" – www.knowledge.ca/contact-us

Q: My favourite show is not presently on the online schedule. How do I find out when/if it will air again?

A:

Every season, our programming changes. These changes are regularly updated on the Knowledge Network website.  Our Interactive team ensures that the content on the website is up to date with the latest on present and future programming.  If you have an inquiry about a show that isn’t on the schedule and there’s no information on the site, you can ask our Audience Relations department by sending them an email at info@knowledge.ca.

Q: How do I contact someone who appeared on one of your shows?

A:

Most of the programs we air come to us from a variety of Canadian or overseas producers. Therefore, we do not have contact information for any of the individuals in these programs.

Q: Can I contact one of your pledge hosts?

A:

Due to our privacy policy, we are unable to give out our host’s contact information. If you wish to send an email to a pledge host, you may send to info@knowledge.ca or by mail to:

 

Knowledge Network
4355 Mathissi Place
Burnaby, BC V5G 4S8

Q: How do I learn about Knowledge Network’s corporate policies and mandate?

A:

Knowledge Network Corporation is a provincial Crown agency under the Ministry of Technology, Innovation and Citizens’ Services. For more information, you may find our Service Plan and Annual Report on the Governance page of our website - http://knowledge.ca/about/governance

Program Copies and Transcripts

Q: How can I purchase a copy or transcript of a Knowledge Network program?

A:

Availability of copies or transcripts of programs are controlled by a program's distributor.

 

Where these are available, we can provide you with contact information for the distributor. Email your request to info@knowledge.ca. Please include the name of the series or program, and the date of broadcast.

Program Suggestions and Proposals

Q: How can I suggest a program for broadcast?

A:

Although the programming schedule for Knowledge Network is set several months in advance, we are happy to forward your suggestions to our programming department for future consideration. We are always open to audience input.  Please be assured that any suggestions sent through our Audience Relations department will be forwarded to our programming department for review and consideration when they formulate future schedules.

Q: I made a suggestion some time ago. Why haven’t I seen the program on Knowledge Network?

A:

We consider every viewer’s program suggestions. However, programs on Knowledge must go through a detailed evaluation process to be deemed appropriate for broadcast. Common issues that prevent program suggestions from being acquired include cost, licensing restrictions and Canadian content requirements.

Q: How can I contact Knowledge Network with a program idea for production, or acquisition?

A:

The majority of our programming is acquired from the local, national and international marketplace. We also collaborate with the independent production sector for many of our documentaries. Please click here to be directed to the Producers page on our website – www.knowledge.ca/producers

 

Please click here to be directed to the Acquisitions page on our website – www.knowledge.ca/producers/acquisitions

Q: Where do I send press or news releases?

A:

We do not have a news or current affairs department.  All of our programming is pre-recorded and scheduled 3-4 months in advance.  Therefore, we do not accept press or news releases.

Q. Would Knowledge Network be interested in my pictures, book, personal stories, etc. or can I, or someone I know, apply to be interviewed for one of your programs?

A:

While we appreciate your generous offer and suggestion, unless we are specifically asking viewers to submit materials in connection with a program, our policy is not to accept unsolicited materials.

Technical Issues

Q: Why is the sound quality of some of your programs so poor?

A:

Different audio production techniques employed by some U.K. program producers may result in lower audio than we typically hear on a North American show or in an imbalance between background music and dialogue.  The problem lies partly in the way the programs were originally recorded and then converted from PAL to NTSC standards.  Our technical operations staff do what they can to improve the quality of the audio, but sometimes the product we receive cannot be improved.  Other stations that run similar programs experience the same technical issues with audio on some U.K. programs.

Q: I'm having reception problems. What do I do?

A:

If you receive Knowledge Network via cable or satellite, please report any reception problems to your cable or satellite provider.  If you receive Knowledge Network via direct broadcast (i.e. with an antenna), please report the problem to the rebroadcaster in your area.  Your local Chamber of Commerce should be able to tell you who this is.

Q: Why is the background music on some of your programs so loud? Can’t you turn it down?

A:

For the majority of our programs, we are unable to adjust the volume levels, as the shows come to us complete with a mixed soundtrack from those who produce them. It is not possible for us to separate the music from the dialogue and alter the volume level of either component.

 

If you are able let us know which programs or series, in which you particularly notice this problem, we will forward their names to our Program Manager so that he can bring up the issue directly with the producers.

Q: Are programs on Knowledge Network closed-captioning for the hearing impaired?

A:

We are committed to making our programming accessible to all. We're proud to report that 100% of our programming on television is closed-captioned.

Q: Do programs on Knowledge Network have descriptive video service for the visually impaired?

A:

We are currently exploring options with industry partners to distribute a descriptive video audio channel. Unfortunately there are no immediate plans to make the service available, but please check back with us or visit our website at http://www.knowledge.ca/audience-faq for updates.

Q: Does Knowledge Network broadcast over-the-air (i.e. users can pick up your signal with antenna)?

A:

In some remote areas of BC where cable service is not available, local volunteers maintain repeater sites that pick up our signal and make it available to local residents.  In these areas, viewers can access our station with an antenna.  However, this service is not available in the Lower Mainland.  Our broadcast license is for satellite-to-cable and therefore does not allow for over-the-air transmission from our site in Burnaby, BC.

Q: Is there some way we can receive Knowledge Network outside of British Columbia?

A:

No. Knowledge Network is the CRTC-licensed provincial educational broadcaster for the Province of British Columbia. We acquire broadcast rights for our programs only for British Columbia, not for all of Canada, and we make our signal available only to residents of British Columbia via their cable or satellite service. However, we feature many of our best programs online across Canada at knowledge.ca/programs.

Q: But some people outside of British Columbia receive the channel anyway. How is that possible?

A:

Satellite signal providers such as Bell or Shaw Direct have a Canada-wide (national) footprint, due to the inherent capabilities of satellites. In order to provide our broadcast signal to British Columbians, we must permit the satellite companies to distribute their signal Canada-wide. The overspill outside of British Columbia is not intentional, but may ultimately result in our channel being available on these satellite services elsewhere in Canada - if the satellite company chooses to make it available. Many of our best programs are available online, however, across Canada at knowledge.ca/programs.

Technical Issues With Online Video

Q: Why does the video take so long to load?

A:

Since video requires significantly more bandwidth to display smoothly, it will play better with faster internet connections. Users with a high-speed connection (DSL or cable) should experience high quality video with relatively few problems. Users with dial-up modems or older computers with less memory and CPU power will experience longer delays while the video buffers before playing, and may experience frequent interruptions as the video plays.

You may also have several other browser tabs open or other applications/programs running. Try closing these.

Q: Video and audio are both choppy or stuttering. Why is this?

A:

This is most likely an issue with your Internet connection. If you're watching video over a wireless connection, try it over a wired connection. If you have multiple other browser tabs open, or are running any other applications or programs such as Outlook or Skype, try closing them. You may also be experiencing this problem because other people are using your internet connection.

Q: My video is choppy but the audio is okay. What should I do to fix this?

A:

This is most likely an issue with your computer's hardware. First ensure that your system meets our requirements in the minimum requirements section.

Check the CPU (central processing unit) usage on your computer. To check this on Windows, right-click on your task bar, launch the Task Manager and go to the Performance tab. On a Mac, go to Applications, then Utilities and launch the Activity Monitor. If the CPU usage while watching Knowledge videos is above 50% (or 100% on Mac with a dual-core processor), try shutting down any applications that may be using your CPU.

Q: I'm trying to watch a program online, but your video player says “This broadcast is not available in your area”.

A:

If you are in Canada and are being blocked from viewing content you may want to check your IP address to make sure that it’s being recognized as a Canadian address. You can get your IP address here.

 

If you could provide us with your IP address, we can add it to our whitelist which will remove the block.

Q: Do the programs on Watch Now include captions?

A:

Some of the videos on Watch Now feature closed captioning. We are currently working to make more captioned videos available.

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