Having problems with TVNZ OnDemand?

Here's a list of all our FAQ questions but for even more info and help, click on a heading below to find out everything you need to know to get TVNZ OnDemand back up and running for you. And if you can't find what you're looking for, get in touch via our Contact Us page.

Top TVNZ OnDemand questions

Why am I receiving an error message saying incorrect timezone/not in NZ?

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

There are a few different problems that could be causing this error message.

1) Check the timezone on your device - make sure it is set to New Zealand time - Auckland/Wellington (+12hrs), and that the time is accurate. Also, please ensure the ‘automatically adjust for daylight savings time’ tickbox is selected

2) Please check if you, or anyone in your household is routing your connection through a VPN (Virtual Private Network). VPNs allows users to appear as though they are actually from a different part of the world.

3) If you recently changed your ISP or internet plan, check with your ISP that your IP address has been correctly set up as a NZ IP. 

If you can confirm that your household is not using a VPN, your timezone is correct, and your ISP is able to confirm that your IP address has been set up correctly, then please get in touch and let us know.

I’ve forgotten my password. How can I reset it?

It's easy. Simply click on the Login/Register page and select the Forgotten Password link.

Then just type in your email address, hit Enter and we'll email you a link to to reset your password. 

Click on the link in your email inbox, set up a new password and you're done!

If you can't find the email from us in your inbox, make sure to check your spam/junk mail folder and add us to your safe senders list. 

I can't access the TVNZ app on my iPad

We've launched a new version of the TVNZ OnDemand app which means you will need to re-download the app for your iPad.

Firstly, remove the old version of the TVNZ OnDemand app by tapping and holding the app icon then hit X to delete the app.

Next, go into the App store and search for "TVNZ OnDemand". To find the new app, you'll need to change the search options in the top left hand corner to iPhone. 

You'll be able to recognise the new app by the new green and white TVNZ OnDemand logo.

Once you've downloaded the app, you will just need to login or sign up to create a new account in order to access the brand new TVNZ OnDemand and use our cool new features like watchlists and pick up and play. 

Is TVNZ OnDemand available on my phone/tablet/TV?

TVNZ OnDemand is available on the following devices

  Version
Apple iPhone 4, 4S, 5, 5C, 5S, 6, 6 Plus iOs7 and above
Apple iPod Touch iOs7 and above
Apple iPad 2, 3, 4 iOs7 and above
Samsung Galaxy S3, S4, S5 Android version 4.1 or above
Samsung Galaxy Note 2, Note 3, Note 10.1, Note 8.0, Note 2014 Android version 4.1 or above
Samsung Galaxy Tab 3 Android version 4.1 or above
Samsung Galaxy Tab 4 Android version 4.1 or above
Samsung Galaxy Tab S Android version 4.1 or above
Samsung Galaxy Tab Pro Android version 4.1 or above
Samsung 2012 and 2013, 2014 Smart TVs and selected models of Smart Blu-ray players and Smart Home Entertainment Systems
 
For a full list of specific models refer to the Samsung website

 

Why am I receiving a message saying "unable to play this protected content at this time"?

Our video player now requires a cookie to be accepted by your computer due to security requirements for our videos.

To resolve, firstly go to the Adobe Flash Player help site here (http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager08.html)  and follow the instructions to reset your Adobe Flash license files. If that doesn't work, please try the steps below depending on your browser.

For Chrome Users

Ensure that the Adobe Flash Player plug-in is enabled.

To do this:

1.       Type chrome:plugins in the address bar to open the Plug-ins page.

2.       On the Plug-ins page that appears, find the "Flash" listing.

3.       Click the Enable link under its name.

If you are still seeing this message, you may need to clear your Flash and DRM cache files. Please following the following instructions:

Flash Cache instructions

Flash Cache instructions


Check if you have blocked a Sandbox plugin. To amend this, click settings under the Chrome menu, click show advanced settings. Under Privacy click on Content Settings, scroll down to Unsandboxed Plug-in Access and click Manage Exceptions then set the behaviour of Host [*.]tvnz.co.nz to Allow.

If the above steps do not resolve the issue, clear your browser cookies:

1.       Click the Chrome menu on the browser toolbar

2.       Select "Settings"

3.       Click "Show advanced settings"

4.       In the "Privacy" section, click the "Content settings" button

5.       In the "Cookies" section, select "All cookies and data" and then select "Remove All"

You will also need to make sure you are not viewing the video in Incognito mode. Check if you're switched to Incognito mode by looking for the icon of a man in trenchcoat and sunglasses in the top left corner of the browser. To Turn off, simply open a new browser window or tab and close the Incognito window/tab.


For other browsers:

1. Try playing the videos through a different browser if you have one.

2. If you still have problems please try clearing your cache by following these steps:

In Microsoft Internet Explorer, click CTRL + F5

In Firefox, click CTRL + SHIFT + R on Windows, or COMMAND + SHIFT + R on Mac OS.

In Safari, click ALT + CMD + E

3. Check you have the latest version of Flash Player from Adobe

4. Update your browser to the latest version

5. Reboot your computer once you have updated your settings.

How do I add something to My Shows?

In your own personalised My Shows page you are able to add your fav shows to your Favorites list or add episodes to your watchlist to save for later.

To add a show to your favourites – find the show you want to add to your favourites, tap/hover over the show tile and from the menu select “Add to Favourites”. Alternatively if you are on a show page, you can add to favourites by selecting “Add to Favourites” underneath the show summary.

To add a video to my watchlist – find a video you want to save to your watchlist and tap/hover over the video and from the menu select “Add to Watchlist”. Alternatively you can add a video to your watchlist while you are watching the video by selecting “Add to Watchlist.”  Just make sure to minimize the video screen first so you can see the video options.

History will automatically save the last 50 shows you’ve previously watched so can go back and finish watching later.

You can also remove videos or shows from your My Shows page:

- on your PC or Mac - hover over the video or show you want to remove on desktop and select “Remove from Favourites/Watchlist/History.” 

- on your mobile or tablet tap “Edit”, find the show or episode you want to remove then select the Trash Can icon to delete it from your Favourites Shows, Watchlist or History.

I’m have a valid account but I’m unable to login on my computer

In order to keep you logged into your account, TVNZ OnDemand has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ OnDemand.

To check/update your cookie settings:

In Chrome

-  Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

-  Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies.  You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checked so that you can login and have our site remember you.

-  If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu    then Settings > Content Settings.  Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.


Internet Explorer

-          Click on Settings   then select Internet Options from the Tools menu.
-          Click on the Privacy tab then select Advanced.
-          Check the Override automatic cookie handling box.
-          Next select Accept under First-party Cookies.
-          Select OK in the Advanced Privacy Settings window.
-          Select OK on the Internet Options window to save your changes

Firefox

-          Go to Tools then Options in the Firefox menu.
-          Select the Privacy tab
-          Select Remember History under "Firefox will:" drop-down menu.
-          Hit okay to close and save the new privacy setting.

Safari

-          Select Preferences from the Safari menu.
-          Select Privacy.
-          Select From third parties and advertisers under Block cookies
-          Close and save the new privacy setting.

Once you have updated your cookie settings, you should be able to login to TVNZ OnDemand.

I’m have a valid account but I’m unable to login to the TVNZ OnDemand app on my mobile/tablet/Samsung TV

If you're unable to login to the TVNZ OnDemand app on your mobile, tablet or Samsung TV and receive a "Sorry we're unable to connect" error message, there may be a problem with the connection to our server.

Try forcing the app to close, wait a couple of minutes then reopen the app and try to login again.

For instructions on how to force close an app on your Apple device, visit the Apple support site

For instructions on how to force close an app on your Samsung device, visit the Samsung support website.

On your Samsung Smart TV simply close the app, wait a couple of minutes then reopen and try logging in again.

If you are still unable to login, please contact us and let us know.

 

Why do I get a picture but no audio when watching video on the TVNZ OnDemand app?

Due to some changes we've made recently, you now have to un-mute your device in order to access sound through the TVNZ OnDemand app.

Depending on how your device is set up, there are a few steps you'll have to complete in order to get it to work.

  1. Firstly, open the TVNZ OnDemand app, start playing a video and leave it playing while you complete the rest of these steps.
  2. On the side of your device, please toggle the mute switch on and off, and confirm that you can see it toggling on and off on the screen. Make sure you leave it un-muted.
  3. Beside the mute toggle, use the volume buttons to increase the volume, and you should start to hear audio.

If you still cannot hear audio, then it is likely that your device is set up to use the toggle switch to lock orientation, not the mute function. If this is the case, you will need to un-mute using the control centre.

To un-mute using the control centre:

  1. Go to your settings, and ensure that you have selected "allow access in apps" for the control centre.
  2. Go back into the TVNZ OnDemand app, and swipe from the bottom of the screen, to the top.
  3. The control centre should now appear on the screen, where you can mute and un-mute - make sure it is not muted, and you should start to hear the audio.
  4. If you still cannot hear audio, increase the volume on the side, and sound should be restored.

I’m unable to watch video on my Samsung mobile/tablet and receiving an error message saying “processing DRM failed/video is not playable at this time”

If you are receiving this error message, you may need to update your device firmware.  Try updating to the latest firmware and see if the problem has resolved. Refer to the Samsung Support website for advice on how to update your device.

If you are still receiving this error after updating to the latest firmware, get in touch and let us know.

Login/Registration

I’ve forgotten my password. How can I reset it?

It's easy. Simply click on the Login/Register page and select the Forgotten Password link or you can reset your password here.

Just type in your email address, hit Enter and we'll email you a link to to reset your password. 

I’m not able to verify my email address when I click on the link in my inbox

If the email link isn't working for you, try the below steps:

- go to Login/Register and try creating a new account with the same email address and details you used previously.
- You will be prompted to with an option to resend the email if you have already registered with that address.
- Select the "Send" button and you should receive a new email in your inbox.

If the link isn’t working for you, get in touch via our contact form and let us know. 

I haven’t received an email to verify my email address

If you haven’t received a verification email, try the following:

  • Check your junk mail folder or spam filter and move the email into your inbox and click the link to verify your address.  Make sure to add to us to your safe senders list so you receive the latest updates about when all new TVNZ OnDemand  goes live.

  • Try re-creating a new account with the same email address.  You will be prompted to with an option to resend the verification email if you have already registered with that address.

  • Select the “Send” button and you should receive a new email in your inbox.

  • Click on the link in your inbox and you’re verified. Easy!



How come logging is compulsory, when it didn't used to be?

We’re changing TVNZ OnDemand to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1.   So the site works properly.

We’ve added some new features that make TVNZ OnDemand better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2.   So we can keep advertisers happy

We know not everyone loves ads, but they keep things running and let us buy or make new shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

I’m have a valid account but I’m unable to login on my computer

In order to keep you logged into your account, TVNZ OnDemand has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ OnDemand.

To check/update your cookie settings:

In Chrome

-  Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

-  Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies. You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checked so that you can login and have our site remember you.

-  If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu    then Settings > Content Settings.  Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.


Internet Explorer

-          Click on Settings   then select Internet Options from the Tools menu.
-          Click on the Privacy tab then select Advanced.
-          Check the Override automatic cookie handling box.
-          Next select Accept under First-party Cookies.
-          Select OK in the Advanced Privacy Settings window.
-          Select OK on the Internet Options window to save your changes

Firefox

-          Go to Tools then Options in the Firefox menu.
-          Select the Privacy tab
-          Select Remember History under "Firefox will:" drop-down menu.
-          Hit okay to close and save the new privacy setting.

Safari

-          Select Preferences from the Safari menu.
-          Select Privacy.
-          Select From third parties and advertisers under Block cookies
-          Close and save the new privacy setting.

Once you have updated your cookie settings, you should be able to login to TVNZ OnDemand.

I’m have a valid account but I’m unable to login to the TVNZ OnDemand app on my mobile/tablet/Samsung TV

If you're unable to login to the TVNZ OnDemand app on your mobile, tablet or Samsung TV and receive a "Sorry we're unable to connect" error message, there may be a problem with the connection to our server.

Try forcing the app to close, wait a couple of minutes then reopen the app and try to login again.

For instructions on how to force close an app on your Apple device, visit the Apple support site.

For instructions on how to force close an app on your Samsung device, visit the Samsung support website.

On your Samsung Smart TV simply close the app, wait a couple of minutes then reopen and try logging in again.

If you are still unable to login, please contact us and let us know.

I haven’t registered for TVNZ OnDemand. Why have I received an email from you asking me to verify my email address?

Someone may have accidentally made a typo and tried to set up a TVNZ OnDemand account using your address. So you can either ignore the email you've received, or go ahead and finish creating an account (it's your email address after all!) Just make sure to use the 'forgotten password' links to change your password when you login for the first time.

Can I update my email address?

Not right now, sorry. If you want to use a different email address, you’ll need to create a new account with your alternative email address. Don’t forget to verify your new account too!

Why does TVNZ need my personal info?

Your personal information will be essential to run the new version of TVNZ OnDemand  and make sure that content is relevant and delivered in the best way for you and your computer. We  will use it:

1.     To make things better for you.

We use what we know about you to display shows we think you’ll like, make recommendations and so you can save your favourite settings and shows. It’s also handy for system admin.

2.     To communicate with you.

We’ll use your details to let you know about updates to the site or other things we think you’ll like. We’ll also need it to provide technical support and reply to any questions you have.

3.     To make our website better.

We use your information together with other people’s to look at website traffic, analyse trends and generally help us build a big picture view of how the site is working. These insights are important to make the site better for you and our advertisers.

4.     To help make advertising more relevant.

We share stats and data with our advertisers to help make their ads more relevant. When we share your data in this way, we will never identify you individually unless you’ve specifically said that it’s okay to do that (e.g. if you opt in to hear more about an advertiser’s stuff.)

So what personal information do I need to give you when I sign up?

When you set up your login for TVNZ OnDemand, we ask you for a few basic details. These are:

1.      Your name

2.      Your email address

3.      Your gender

4.      Your age range

 

Why are you asking for these particular details?

We need your name and email your address for TVNZ OnDemand so when you log in, we know you’re you. But there are a few other reasons too:

1.       Recommending things you’ll like.
When we know your age and gender, we can recommend shows we think your might be interested in.

2.       Planning what do next.
Knowing about our viewers and what they like can help us make decide what shows to buy, or figure out what new shows we should make.
 

3.       More interesting advertising.
We can pass on your non-personal information (so your age, gender and the area you live) to our advertisers so they can show you the ads they think will appeal most.

How does giving you my details benefit me?

Having a personal login for TVNZ OnDemand will let you set everything up just the way you like it. You will be able to save all your ‘favourites’ in one place, and make watch lists so you can marathon all the episodes of your favourite shows.

With a personal login, if you get interrupted, you will be able to carry on watching from where you left off - on any device. 

And the bigger our library of content gets, the more useful personalisation will be.

You’ll be able to find, save and shortcut to all your favourite shows, and in the future we’ll be able to bring you even more great personalised features like sending you reminders when new episodes are available, or recommending shows we think you’ll like.

Who sees my information? Do you share it with anyone?

We will keep your info safe. The only people who see it are authorised TVNZ employees, or there may be authorised third parties working with us to deliver your services. This could be contractors, suppliers or agents providing a service for TVNZ OnDemand , but  we only use trusted TVNZ-approved organisations and we never pass on your personal details directly to advertisers.

Is my information safe?

Yes. We’re big on security, so we keep your information confidential and protect every detail you share with us from unauthorised access. Only a small group of people at TVNZ will have access to your personal data.

If we work with any outside services to handle data, we only use TVNZ-approved organisations and we never pass on your personal details directly to advertisers

What does ‘third party behavioural advertising’ mean?

We sometimes get different advertising networks to play you ads to when you’re using TVNZ OnDemand. That’s where the ‘third party’ bit comes in.

They place Cookies (the nerdy kind, not the edible ones) in your device that show  when you’ve visited a site before. It means they can see what you’re interested in, and play you the ads you’ll like most.

If you’d like to know more about what info we share, and in what way, read Can we share your information with others? in our Privacy Policy.

What if I’m not over 18?

You need to be at least 13 to use the new version of site, and if you’re under 18 you’ll need permission from a parent or guardian before you sign up to use TVNZ OnDemand.

For more information, take a look at "Who can use the site?" in our House Rules section.

Are you going to send me spam?

No. Every once in a while you might get a service message about our site, but we don’t send you marketing messages unless you want us to. This means you have to opt in to receive regular emails from TVNZ OnDemand. If you’re getting marketing messages already and you want to stop, you can use the 'unsubscribe' or the 'stop' function.

Do you sell my personal info to anyone?

No. We won’t sell your details to anyone. We only use your non-personal information to help advertisers target specific audiences, for example ‘men in their thirties.’

Is your privacy policy only for TVNZ OnDemand?

Our privacy policy covers a whole bunch of things.

1.      Social media and any interactive applications

2.      Audio visual content          

3.      Text

4.      Photos

5.      Forums

6.      Advertising

7.      Other services we offer through TVNZ OnDemand and our other sites 

You can read more on TVNZ's Privacy Policy here.

Will you let me know if your policies, or your T&Cs change?

If we change or update anything, it’ll always be on our site, so it's a good idea to check back every now and then.

If it’s anything we think will be a major change for you, we’ll flick you an email and let you know about it.

If you have any other questions, queries or even if you have a complaint (but we hope you don’t) flick us an email via our Contact form

Desktop

What do I need to be able to watch TVNZ OnDemand

  1. Adobe Flash Player version 10 or later
  2. You must have broadband internet connection. Dial up won't cut it sorry!
  3. Most programmes require you to be viewing from within NZ
  4. Computer timezone must be set to '(GMT+12:00) Auckland, Wellington
  5. You must not be blocking ads from our ad servers. In order to watch TVNZ OnDemand video ensure the following sites are added to your ad blocking software white list:
    • tvnz.co.nz
    • ad.doubleclick.net
    • ad.au.doubleclick.net
    • ad.nz.doubleclick.net
    • secure-nz.imrworldwide.com
    • 2mdn.net
    • www.google-analytics.com

Why am I receiving a message saying "unable to play this protected content at this time"?

Our video player now requires a cookie to be accepted by your computer due to security requirements for our videos.

To resolve, firstly go to the Adobe Flash Player help site here and follow the instructions to reset your Adobe Flash license files. If that doesn't work, please try the steps below depending on your browser.

For Chrome Users

Ensure that the Adobe Flash Player plug-in is enabled.

To do this:

1.       Type chrome:plugins in the address bar to open the Plug-ins page.

2.       On the Plug-ins page that appears, find the "Flash" listing.

3.       Click the Enable link under its name.

If you are still seeing this message, you may need to clear your Flash and DRM cache files. Please following the following instructions:

Flash Cache instructions


Check if you have blocked a Sandbox plugin. To amend this, click settings under the Chrome menu, click show advanced settings. Under Privacy click on Content Settings, scroll down to Unsandboxed Plug-in Access and click Manage Exceptions then set the behaviour of Host [*.]tvnz.co.nz to Allow.

If the above steps do not resolve the issue, clear your browser cookies:

1.       Click the Chrome menu on the browser toolbar

2.       Select "Settings"

3.       Click "Show advanced settings"

4.       In the "Privacy" section, click the "Content settings" button

5.       In the "Cookies" section, select "All cookies and data" and then select "Remove All"

You will also need to make sure you are not viewing the video in Incognito mode. Check if you're switched to Incognito mode by looking for the icon of a man in trenchcoat and sunglasses in the top left corner of the browser. To Turn off, simply open a new browser window or tab and close the Incognito window/tab.


For other browsers:

1. Try playing the videos through a different browser if you have one.

2. If you still have problems please try clearing your cache by following these steps:

In Microsoft Internet Explorer, click CTRL + F5

In Firefox, click CTRL + SHIFT + R on Windows, or COMMAND + SHIFT + R on Mac OS.

In Safari, click ALT + CMD + E

3. Check you have the latest version of Flash Player from Adobe

4. Update your browser to the latest version

5. Reboot your computer once you have updated your settings.

I’m have a valid account but I’m unable to login

In order to keep you logged into your account, TVNZ OnDemand has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ OnDemand.

To check/update your cookie settings:

In Chrome

-  Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

-  Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies.  You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checked so that you can login and have our site remember you.

-  If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu    then Settings > Content Settings.  Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.


Internet Explorer

-          Click on Settings   then select Internet Options from the Tools menu.
-          Click on the Privacy tab then select Advanced.
-          Check the Override automatic cookie handling box.
-          Next select Accept under First-party Cookies.
-          Select OK in the Advanced Privacy Settings window.
-          Select OK on the Internet Options window to save your changes

Firefox

-          Go to Tools then Options in the Firefox menu.
-          Select the Privacy tab
-          Select Remember History under "Firefox will:" drop-down menu.
-          Hit okay to close and save the new privacy setting.

Safari

-          Select Preferences from the Safari menu.
-          Select Privacy.
-          Select From third parties and advertisers under Block cookies
-          Close and save the new privacy setting.

Once you have updated your cookie settings, you should be able to login to TVNZ OnDemand.

How do I add something to My Shows?

In your own personalised My Shows page you are able to add your fav shows to your Favorites list or add episodes to your watchlist to save for later.

To add a show to your favourites – find the show you want to add to your favourites, hover over the show tile and from the menu select “Add to Favourites”. Alternatively if you are on a show page, you can add to favourites by selecting “Add to Favourites” underneath the show summary.

To add a video to my watchlist – find a video you want to save to your watchlist and hover over the video and from the menu select “Add to Watchlist”. Alternatively you can add a video to your watchlist while you are watching the video by selecting “Add to Watchlist.”  Just make sure to minimize the video screen first so you can see the video options.

History will automatically save the last 50 shows you’ve previously watched so can go back and finish watching later.

You can also remove videos or shows from your My Shows page. Simply hover over the video or show you want to remove and select “Remove from Favourites/Watchlist/History.” 

How do I find a show?

To find a show from the TVNZ OnDemand homepage you can use the area on the left hand side of the screen with the heading "Find A Show" to either browse programmes by A-Z, by genre or by broadcast channel, or by searching for the title of the show.

To find a show using the Shows A-Z search function, simply click the first letter of the show you're looking for, then click on the episode you wish to watch.

To find a show using the title search function, click "Search For A Show", then type in the title of the show, and click 'Search'. Next, just click on the episode you want to watch.

Alternatively, you can click on any 'Watch Episode' links across the rest of the TVNZ site.

How can I get the best playback experience?

Make sure you have Adobe Flash Player version 10 or later installed and you will also need an internet connection with sufficient bandwidth.

TVNZ OnDemand videos stream at 300Kbps (kilobytes per second), 700Kbps and 1500Kbps. You can recognise these streams by the low, medium or high buttons that appear in the lower right of the player.

Do videos on TVNZ OnDemand pre-download before I start watching?

No. All videos on TVNZ OnDemand stream as you watch them, downloading only a five-second advance buffer. This means you only use up data for video that you watch. It also means you can quickly skip to the end of a video if you want to without waiting for it to download.

How much data does TVNZ OnDemand use?

When you watch a show on TVNZ OnDemand on your PC or laptop, we automatically stream in the lowest quality so you don't have to worry about your data - a half hour show will only use 1% of your monthly data plan (based on a 20GB monthly data plan) . If you appreciate a top notch viewing experience, you can adjust the quality of the video stream which will use more data but honestly, it really isn't that much! If you watched a half hour show on the highest video setting, it still only uses 1.1% of a 20GB data plan. Awesome!

I am using Chrome and have issues with playback

Firstly, try the instructions above and if you’re not able to resolve, you will need to ensure that your Adobe Flash Player plug-in is enabled. To do this:

1.                   Type chrome:plugins in the address bar to open the Plug-ins page.

2.                   On the Plug-ins page that appears, find the "Flash" listing.

3.                   Click the Enable link under its name.

If you are still seeing this message or you are not using Chrome, you may need to clear your Flash and DRM cache files. Please use the following instructions:

Flash Cache instructions - https://forums.adobe.com/message/4278569

DRM Cache instructions - http://helpx.adobe.com/x-productkb/multi/removing-flash-access-data-files.html

Video player won't load (a black box appears with no buttons)

That sounds like an anti-virus software or toolbar add-on is blocking the OnDemand Video player from appearing.

To fix the error:

Please go into your internet browser and find your Add-on, or Extensions manager:
a.Internet Explorer: Tools > Add-On Manger,
b.Firefox: Tools > AddOns,
c.Chrome: Spanner Icon >Tools >Extensions Manager

Disable any tool-bar add-ons that may have been automatically installed by an antivirus software package - Examples of this include McAfee, AVG, etc (this doesnt disable you anti-virus software).

Close and re-open your browser, and try playing a video on TVNZ OnDemand again.

Playback should now be restored. If it is not, please also try disabling the antivirus software itself .

If you’re still not successful, get back to us with a screen-shot of the TVNZ OnDemand page and the error in your reply, and we will take you through some further troubleshooting steps.

Note: To take a screen-shot:

·         PCs - Press Print Screen (usually top right of keyboard), this will take a snap-shot of your screen which you can paste into your email.

·         Mac - Press Apple+Shift+3 - this will save a screen-grab (.png file) to your desktop - attach this in your reply.

TVNZ OnDemand is not loading correctly or playing out video in Internet Explorer 8

Internet Explorer 8 is not supported with this version of TVNZ OnDemand

We recommend using a browser such as Google Chrome, Mozilla Firefox, Safari. If you want to use a version of Internet Explorer, we recommend using Internet Explorer 9 or higher.  

My video player controls have disappeared

It's possible that the zoom settings on your browser are preventing you from seeing the video player's control panel. To alter this, hold down CTRL + 0 or press CTRL + until your browser's zoom settings have reset to 100%.

Alternatively, you can find the 'Zoom' settings in the file menu of your browser, and alter them there. This will re-size your browsing window, and you should be able to see all the player control buttons.

Error message saying not in New Zealand

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

The data used for detecting your location is your IP address and your time settings.

Please note that your time setting is not just the clock time that is displaying, but the actual timezone that is set within your computer.

To set up your timezone...

·         If you're using Windows, just double-click on the time at the bottom right of your screen. When the 'Date And Time Properties' box opens up, click the 'Time Zone' tab - then make sure it is set to 'GMT +12:00) Auckland, Wellington'. Then click OK and you should be good to go.

·         If you're using a Mac, click on the time at the top right of your screen, then click 'Open Date And Time...' After that opens up, click the 'Time Zone' tab, and make sure the time zone is 'NZST' and the closest city is 'Wellington - New Zealand'. Once that's done, it should be all set up.

If it's not an issue with your time zone, check if someone in your home has done something to your computer to make it appear like it's not in NZ.

Common reasons for doing this include masking your NZ IP address to access international websites via a VPN or custom DNS service like Hola, Zenmate or Hide My Ass. This will need to be turned off so you can watch TVNZ OnDemand video.

Check with the technical expert in your household if you're not sure how to do this!

Video advertisement plays, but programme does not start / "Content not available to view" error message

Our international content is stored on a different server to our local content, and uses a different port (port 1935) on your computer to stream video. If this port is blocked, the international shows won't play.

To check if this is your issue, please try to view a local show, such as Shortland Street, and then try an international show, such as Grey's Anatomy. If only the local show plays, you most likely have port 1935 blocked.

This port is often blocked by institutions, such as workplaces or universities, but if you are at home, please contact your Internet Service Provider to find out how to unblock port 1935.

I am using Linux and having trouble with playback

We've had to make a security update to our video content which is affecting Linux users. While we are unable to support our video player on the Linux operating systems, the instructions below may help you to access TVNZ Ondemand

http://helpx.adobe.com/x-productkb/multi/flash-player-11-problems-playing.html

http://helpx.adobe.com/flash-player/kb/enable-flash-player-google-chrome.html

Alternatively you may be able to find solutions to access Adobe Flash Player by searching Linux online forums.

Programme freezes and stutters

TVNZ OnDemand is optimised for users on broadband connections. To test your connection to our servers, please take a speed test below:

www.speedtest.net

If your speed is below 1000kbps, you will probably have issues watching a 700kbps video on TVNZ OnDemand. Try changing to a 300kbps video to see if performance improves.

Why am I receiving an error message saying incorrect timezone/not in NZ?

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

There are a few different problems that could be causing this error message.

1) Check the timezone on your computer - make sure it is set to Auckland/Wellington (+12hrs), and that the time is accurate. Also, please ensure the ‘automatically adjust for daylight savings time’ tickbox is selected.

2) Please check if you, or anyone in your household is routing your connection through a VPN (Virtual Private Network). VPNs allows users to appear as though they are actually from a different part of the world.

3) If you recently changed your ISP or internet plan, check with your ISP that your IP address has been correctly set up as a NZ IP. 

If you can confirm that your household is not using a VPN, your timezone is correct, and your ISP is able to confirm that your IP address has been set up correctly, then please get in touch and let us know.

iPhone / iPad / iPod Touch

How do I get the TVNZ OnDemand app for iPad, iPhone and iPod touch?

Glad you asked! It's simple really. The app's free and available from the iTunes App Store right here for iPhone, iPad and iPod touch.  The easiest way to get the app is to download it from the App Store on your actual device.

What are the supported devices and software for the TVNZ OnDemand app?

This app is currently supported on iPhone 4, iPhone 4S, iPhone 5, iPhone 5C, iPhone 5S,, iPhone 6, iPod Touch, iPad 2, iPad 3, iPad 4s running iOS 7 and above. We can't support jailbroken devices due to our rights agreements.

Will I have to download the app twice if I have both an iPad and an iPhone (or iPod touch)?

Yes, you will need to download the app separately onto your iPad, iPhone or iPod touch. 

I can't access the TVNZ app on my iPad

We've launched a new version of the TVNZ OnDemand app which means you will need to re-download the app for your iPad.

Firstly, remove the old version of the TVNZ OnDemand app by tapping and holding the app icon then hit X to delete the app.

Next, go into the App store and search for "TVNZ OnDemand". To find the new app, you'll need to change the search options in the top left hand corner to iPhone. 

You'll be able to recognise the new app by the new green and white TVNZ OnDemand logo.

Once you've downloaded the app, you will just need to login or sign up to create a new account in order to access the brand new TVNZ OnDemand and use our cool new features like watchlists and pick up and play. 

I have one of the devices listed above so why can't I find the app in the App Store?

Hmmm, it's likely that your device is running an iOS version lower than iOS 6. You can check which software version you are running by going to "Settings > General > About > Version". Advice on upgrading your software version can be found here.

It's also possible that you're signed in to the iTunes App Store with an overseas Apple ID. Make sure you sign in with your NZ account as the app is only available to folks based in New Zealand!

To check, tap Settings > iTunes & App Stores > Apple ID, View Apple ID > Country Region

You can either change the country/region of your current account without losing any of the content you have purchased from Apple - or you can sign out and create a new account that is registered in NZ - and then sign into this account in the iTunes store to download the app.

Once you have downloaded the app, you can sign back  into your overseas account. You'll just have to log in and out of the stores when you are notified about any app updates - which isn't too often.

How do I find a show?

Tap A-Z for a list of all shows in alphabetical order

Tap Genre to see shows in categories like Comedy or Drama

Tap Latest to see shows based on the day and time they were broadcast on TV

Tap My Shows for your own personalised list of favourite shows and episodes

You can also use the magnifying glass symbol to search for a show by name

How do I add something to My Shows?

In your own personalised My Shows page you are able to add your fav shows to your Favorites list or add episodes to your watchlist to save for later.

To add a show to your favourites – when you find a show you want to favourite and tap and hold to see the pop up then tap “Add to Favourites” in the pop up menu. Once you’re done, exit out of the pop up by hitting X.  Alternatively tap on the show to go through to the show page and select “Add to Favourites”

To add a video to my watchlist – when you find an episode you want to add to your watchlist and tap and hold then tap “Add to Watchlist” in the pop up menu. Once you’re done, exit out of the pop up by hitting X. Alternatively tap on the episode to go through to the episode page and select “Add to watchlist"

History will automatically save the last 50 shows you’ve previously watched so can go back and finish watching later.

You can also remove videos or shows from your My Shows page. Simply tap “Edit”, scroll to find the show or episode you want to remove then select the Trash Can icon to delete it from your Favourites Shows, Watchlist or History.

Why does my video keep stopping and starting?

You might not have enough data or bandwidth available to watch the video.

Try watching the same video on TVNZ OnDemand via a computer on the 1500k setting or try watching a different video app like You Tube to see if videos are able to play out.

If it plays without freezing then there may be another issue, in which case you should contact us.

Why won't video play back at all?

First check that you aren’t on a 3G connection and your app settings “Let me play videos when using my mobile data” is switched off. 

Is your device jail broken? We are unable to support jail broken/rooted devices as this breaches the contractual agreements we have with our content providers.

If your device is not jailbroken but you still have a problem with videos not playing then please contact us.

My video has stopped playing. What can I do?

There are three things you can do to try and reset the app to get video working again:

1.  Try restarting the app. Exit out of the app by pressing the Home button then double-press the home button again (i.e. two quick presses). Swipe left through the list of apps until you find TVNZ OnDemand and swipe up to close

For more information on how to force an app to close please refer to the Apple Support site.

2.   Try restarting your device. Hold down the power button on the top right and wait until the Slide to Power off message appears. Select Slide to Power off, wait 30 seconds then hold down the power button again to turn your app back on.

3.  Delete the app from your device and re-download from the App store. To do this, exit out of the app then hold down the TVNZ OnDemand app icon until the X appears on the corner of the icon and select X to delete.  Once you’ve removed the app, go into the App store, search for the TVNZ OnDemand app and download.

If you’re still having problems please contact us.

How do I check if my device is jailbroken?

From the home screen of your device, swipe all the way to the left hand side or swipe up from the bottom for iOS7 or iOS8 so that the search screen comes up. Then type in "cydia". If an app result from Cydia comes up, then your device is jailbroken.

How do I un-jailbreak my device?

To un-jailbreak your device, follow the instructions here.  

How much of my Internet data cap will I use up?

Watching TVNZ OnDemand online video uses a lot less data than many people think.

The app works by delivering the best picture quality possible at any given moment.

With a 10GB data cap, you could watch more than 60 half-hour shows per month via the TVNZ OnDemand app!

The app delivers you:

As an approximate guide, you may use the following amounts of data:

  • 22 minute video (a half-hour episode on TV) - up to 161MB
  • 44 minute video (a 1 hour episode on TV) - up to 322MB

So watching a 22min video will use less than 2% of a monthly 10GB data allowance.

Charges for data usage by your Internet Service Provider (ISP) are not included or covered. We suggest speaking with your ISP if you have any concerns about your data usage.

Can I watch shows with a 3G connection?

Yes, but be aware that a 22-minute show could use as much as 161MB of your available data.

Contact your mobile data provider if you are unsure of your mobile data costs.

Can I restrict how much data TVNZ OnDemand uses on my mobile device?

Yes! You can now prevent the TVNZ OnDemand app from using mobile data when you're not connected to WiFi. Simply tap Settings and toggle "Watch videos when using mobile data” to off.

Why can't I choose a video stream quality like on my normal computer? (Low, High etc)

Our TVNZ OnDemand app uses a technique called 'adaptive bitrate streaming'.

In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh?

If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!

Why am I receiving an error message saying not in NZ?

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

The data used for detecting your location is your IP address and your time settings.

To check or set up your timezone:

Start the settings app, tap General, tap Date & Time and ensure the Time Zone item is set to either:

·         Waitangi, New Zealand

·         Auckland, New Zealand

·         Chatham Islands, New Zealand

·         Wellington, New Zealand.

If it's not an issue with your time zone, check if someone in your home has done something to your computer to make it appear like it's not in NZ.

Common reasons for doing this include masking your NZ IP address to access international websites via a VPN or custom DNS service like Hola, Zenmate or Hide My Ass. This will need to be turned off so you can watch TVNZ OnDemand video.

Check with the technical expert in your household if you're not sure how to do this!

Why do I get a picture but no audio when watching video on the TVNZ OnDemand app?

Getting no sound when watching video? You now have to un-mute your device in order to access sound through the TVNZ Ondemand app.

If you have the volume turned up on your iPad or iPhone with but don’t get any sound, make sure the side toggle (mute switch) is not turned on. When the mute switch is on, the volume controls may still change and some other apps will play audio but the TVNZ OnDemand app won’t play sound.

If you have an iPad, the side toggle may be set to Lock Rotation instead of Mute. Check your iPad settings to change or try the following steps to unmute via the control centre:

1.     Go to your settings, and ensure that you have selected "allow access in apps" for the control centre.

2.     Go back into the TVNZ OnDemand app, and swipe from the bottom of the screen, to the top.

3.     The control centre should now appear on the screen, where you can mute and un-mute - make sure it is not muted, and you should start to hear the audio.

4.     If you still cannot hear audio, increase the volume on the side, and sound should be restored.

If your iPad uses iOs6, swipe right to access the multitasking bar controls and make sure your iPad is not muted. This will be indicated by a line crossed through the speaker icon. To mute or unmute your iPad, tap the speaker icon.

Why doesn’t the video I was watching earlier start from where I left off?

If your device is switched off or runs out of battery while watching a video you won’t be able to watch where you left off, sorry. But if you are having trouble with video not starting from where you left off and your device hasn’t been turned off, get in touch and let us know. 

Why do I get audio and no picture when watching video?

You may not have enough bandwidth available to watch the video, and the app has downgraded to an audio-only stream.

Try watching the same video on TVNZ OnDemand via a computer on the 1500k setting.

If that plays without freezing then there may be another issue, in which case you should contact us

Can I use Airplay or the TV-Out (HDMI) capabilities of my device?

Not at this time, due to rights restrictions.

Why is a show not appearing in my favourites?

If you find a show is not appearing in your favourites list after you have added it, there may be a problem with that particular show so get in touch and let us know. 

Why am I receiving the message "This player is not enabled for HTML5 delivery"?

If you are receiving this message it will be because you are attempting to view TVNZ OnDemand video via your mobile or tablet browser.

Our video player is not supported for viewing via a mobile or tablet browser so if you haven’t done so already, you will need to download the TVNZ OnDemand app in order to watch video.

You can do this via the App Store in iTunes.

 

Samsung phone or tablet

How do I get the TVNZ OnDemand app for my supported Samsung device?

Glad you asked! It's simple really. The app's free and available from the Samsung App Store. The easiest way to get the app is to download it from the Samsung App Store on your actual device.

To download the app, follow these simple steps:

  1. Open up Samsung Apps on your smartphone. To do this go to the home screen, tap 'apps' and then the 'Samsung Apps' icon.
  2. Find 'TVNZ OnDemand' through the search function.
  3. Tap on the TVNZ OnDemand app, click the 'free' button and away you go!

Alternatively, you could download the tablet or smartphone apps from Google Play Store

What are the supported devices and software for the app?

The app is currently available on the following devices:

Samsung Galaxy S3, S4, S5 Android version 4.1 or above
Samsung Galaxy Note 2, Note 3, Note 10.1, Note 8.0, Note 2014 Android version 4.1 or above
Samsung Galaxy Tab 3 Android version 4.1 or above
Samsung Galaxy Tab 4 Android version 4.1 or above
Samsung Galaxy Tab S Android version 4.1 or above
Samsung Galaxy Tab Pro Android version 4.1 or above


For technical reasons, the app is currently not available on Samsung phones that are running earlier versions of Android, such as the S and SII smartphones and Galaxy Tab 2 tablets.

Other newer Samsung smartphones or tablets may be added at some stage.

As TVNZ OnDemand continues to evolve, we may look to increase the number of phones that we support.

Will the app be available on other Android devices?

For now, the app is only available on selected Samsung Android devices. The diversity of phones and tablets running the Android operating system makes it hard to deliver a reliable experience to viewers to all devices. So initially we've focused on the leading manufacturer of devices running Android before we look at other opportunities.

I have one of the devices that's supported so why can't I find the app in the Samsung App Store?

Hmmm, it's likely that your device is running an OS version lower than Android 4.1 or above. You can check which software version you are running by going to "Settings > About Device > Android version". Advice on upgrading your software version can be found here.

It's also possible that you're signed in to the Samsung App Store with an overseas ID. Make sure you sign in with your NZ account as the app is only available to folks based in New Zealand!

How do I find a show?

Tap A-Z for a list of all shows in alphabetical order

Tap Genre to see shows in categories like Comedy or Drama

Tap Latest to see shows based on the day and time they were broadcast on TV

Tap My Shows for your own personalised list of favourite shows and episodes

You can also use the magnifying glass symbol to search for a show by name

How do I add something to My Shows?

In your own personalised My Shows page you are able to add your fav shows to your Favorites list or add episodes to your watchlist to save for later.

To add a show to your favourites – when you find a show you want to favourite and tap and hold to see the pop up then tap “Add to Favourites” in the pop up menu. Once you’re done, exit out of the pop up by hitting X.  Alternatively tap on the show to go through to the show page and select “Add to Favourites”

To add a video to my watchlist – when you find an episode you want to add to your watchlist and tap and hold then tap “Add to Watchlist” in the pop up menu. Once you’re done, exit out of the pop up by hitting X. Alternatively tap on the episode to go through to the episode page and select “Add to watchlist"

History will automatically save the last 50 shows you’ve previously watched so can go back and finish watching later.

You can also remove videos or shows from your My Shows page. Simply tap “Edit”, scroll to find the show or episode you want to remove then select the Trash Can icon to delete it from your Favourites Shows, Watchlist or Hist

Why can't I choose a video stream quality like on my normal computer? (low, high, etc)

Our TVNZ OnDemand app uses a technique called 'adaptive bitrate streaming'. In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh?

If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!

Can I watch shows with a 3G connection?

Yes, but be aware that a 22-minute show could use as much as 161MB of your available data.

Contact your mobile data provider if you are unsure of your mobile data costs.

Can I restrict how much data TVNZ OnDemand uses on my mobile device?

Yes! You can now prevent the TVNZ OnDemand app from using mobile data when you're not connected to WiFi. Simply tap Settings and toggle "Watch videos when using mobile data” to off.

Why does my video keep stopping and starting?

You might not have enough data or bandwidth available to watch the video.

Try watching the same video on TVNZ OnDemand via a computer on the 1500k setting or try watching a different video app like You Tube to see if videos are able to play out.

If it plays without freezing then there may be another issue, in which case you should contact us.

Why won't video play back at all?

First check that you aren’t on a 3G connection and your app settings “Let me play videos when using my mobile data” is switched off. 

Is your device jail broken? We are unable to support jail broken/rooted devices as this breaches the contractual agreements we have with our content providers.

If your device is not jailbroken but you still have a problem with videos not playing then please contact us.

I’m unable to watch video and receiving an error message saying “processing DRM failed/video is not playable at this time”

If you are receiving this error message, you may need to update your device firmware.  Try updating to the latest firmware and see if the problem has resolved. Refer to the Samsung Support website for advice on how to update your device.

If you are still receiving this error after updating to the latest firmware, get in touch and let us know.

My video has stopped playing. What can I do?

There are three things you can do to try and reset the app to get video working again:

1.  Try restarting the app. There are a few different ways to do this:

- go to Settings, then select Application Manager. Find TVNZ OnDemand and select Stop or Force Stop.

- select the Task Manager button on the bottom left of your device. Find TVNZ OnDemand app and swipe upwards to close.

- alternatively, refer to the Samsung support website for more infomation on how to close apps on your particular device. 

2.   Try restarting your device. Hold down the power button on the right side of your device and wait until the Power Off message appears. Select Power off, wait 30 seconds then hold down the power button again to turn your app back on.

3.  Delete the app from your device and re-download from the Samsung or Google Play Store.

If you’re still having problems please contact us.

Can I watch TVNZ OnDemand on the browser on my phone or tablet?

No, unfortunately this just isn't possible.

Why do I get a picture and no audio when watching video?

Aahhh please double check your device isn't on mute. Don't worry, it happens to the best of us!

Why do I get a picture and no audio when watching video?

This could be because you might not have enough bandwidth available to watch the video, so the app has downgraded to an audio-only stream. We would recommend trying to watch the video on TVNZ OnDemand, using a computer on the 1500k setting. If that plays without freezing then there may be another issue, in which case you should contact us. Please and thank you.

Can I use the TV-Out (HDMI) capabilities of my device?

Not at this time, alas, due to rights restrictions.

Why am I being asked to update my TVNZ OnDemand app?

As were constantly changing and improving systems to ensure you have the best product possible, we will have made an update to the app that is critical to its use. Because of this, TVNZ OnDemand have locked the previous version of the app (goodbye) and you'll now need to update in order to continue using the service.

Why am I receiving the message "This player is not enabled for HTML5 delivery"?

If you are receiving this message it means you are attempting to view TVNZ OnDemand video via your mobile or tablet browser.

Our video player is not supported for viewing via a mobile or tablet browser so if you haven’t done so already, you will need to download the TVNZ OnDemand app in order to watch video.

You can do this via the Google Play or Samsung App store.

Samsung TV

Can my TV or Blu-ray player get the TVNZ Ondemand application?

The TVNZ Ondemand app is available on 2012, 2013 and 2014 Samsung Smart TVs and Samsung Blu-ray players. For a list of compatible devices, please go here.

 

TVNZ OnDemand app is crashing on my TV. What can I do?

The Samsung TV app has been known to sometimes have timeout/crashing issues when using a variable broadband connection. This could be related to an issue with your router, your connection speed, or other devices on your network constraining the bandwidth available to your TV.

We would recommend turning off all other devices connected to the internet in your home network, and connecting your SmartTV to your router with an Ethernet cable, rather than relying on WiFi (if you aren't already using a cable).

If the app is still crashing consistently with only a single SmartTV connected to your network, through an Ethernet cable, please perform a speed test (on a different device, immediately after the playback issue) and let us know the result: http://www.speedtest.net/


If you have tried all of the above and also made sure you have updated to the latest software (instructions available under “Why am I getting a messager saying “Error Code 1002?”), you can try resetting your television to the default factory settings. Go to Support > Self Diagnosis > Reset. If you have not changed the PIN, enter default PIN is 0000. All settings, except network settings will return to factory defaults. 

If you are experiencing an issue where a particular episode is crashing at exactly the same point, every time, please let us know and we will investigate possible issues with that particular episode.

Why am I getting a message saying “Error (Code: 1002) The video connection has timed out”?

If videos don't play after the advertisement (you might get a message saying "Error (Code: 1002) The video connection has timed out") you may need to update the software on your device to get things working.

There are two methods to achieve this.

Method 1: To update your software directly via your device:
1. Exit the TVNZ OnDemand app
2. Exit the Smart Hub
3. Press the 'Menu' button on your remote
4. Select 'Support'
5. Select 'Software Update'
6. Select 'Online'
7. Follow any further on-screen instructions.

Once your software is updated then:
1. Go back into the Smart Hub
2. Open the TVNZ OnDemand app (Please note you may find that you need to download the TVNZ OnDemand app again from the Samsung app store after updating your software).
3. See if videos now play successfully. If not then your device software may not be successfully updating via this method. Please try updating via a USB stick (see below).

Method 2: To update your software using a USB stick:
1. Using a PC, go to samsung.com/nz on your web browser. (Please note, if you are using a Mac then you will need to contact the Samsung Care Team on 0800 726 786)
2. In the right hand search box enter the full model code of your television.
3. You will then have a menu of options for that model. Choose Firmware
4. Click on the Firmware download button and follow the instructions to download.
5. You will then need to load this file to a blank USB drive to update to your TV.
6. Connect the USB drive to your television.
7. Make sure you are not in the Smart Hub,
8. Press the 'Menu' button on your remote
9. Select 'Support'
10. Select 'Software Update'
11. Select 'By USB'
12. Follow the onscreen instructions. Once updated your TV will turn off and back on.

Once your software is updated then:
1. Go back into the Smart Hub
2. Open the TVNZ OnDemand app (Please note you may find that you need to download the TVNZ Ondemand app again from the Samsung app store after updating your software).
3. See if videos now play successfully.

For further information on updating your software please refer to your manual or contact Samsung NZ for further assistance.

If you have tried both methods of updating your software, but videos still do not play, then please contact us at tvnz.co.nz/samsungtvhelp

How much of my internet data cap will I use watching video on TVNZ OnDemand?

Watching online video uses a lot less data than many people think. With a 10GB datacap, you could watch more than 60 half-hour shows per month via the TVNZ OnDemand app for Samsung Smart TV!

The app delivers you the best picture quality possible at any given moment based on the bandwidth available to your device. Therefore the amount of data you use per video viewed may vary. As an approximate guide, assuming that you have a fast internet connection, you may use the following amounts of data:

22 minute video (a half-hour episode on TV) up to 161MB
44 minute video (a 1 hour episode on TV) up to 322MB

So watching a 22 minute video via the app will use less than 2% of a monthly 10GB data allowance.
Charges for data usage by your Internet Service Provider (ISP) are not included or covered. We suggest speaking with your ISP if you have any concerns about your data usage.

A particular video won’t play for me. What can I do?

1. Exit the TVNZ OnDemand application and then reopen it from the Smart Hub.
2. Select the video you were trying to watch and see if it starts video playback successfully this time.

If this does not solve the issue then please go to tvnz.co.nz/ondemand/ help/contact-us where you can contact us to let us know which video you are having problems with.

Playback isn’t steady/is stuttering. What can I do?

If a video is stuttering or freezing during playback, this could be related to an issue with your broadband connection.

We would recommend checking your broadband connection on another device in your household to see if it is a problem with your broadband connection causing the issue. 

How do I set up the Wi-Fi on my Samsung Smart TV?

For instructions on how to set up your Samsung Smart TV, please visit the Samsung NZ site at www.samsung.com/nz/tvnz

How do I find particular shows and episodes?

You can find videos easily within this app. The TVNZ OnDemand homepage shows a selection of our best videos currently available.

The "Latest" screen shows the most recently published videos.

The "Shows A-Z" section and the "Genre" section allow you to browse the video library to easily find the shows you want.

Alternatively, you can select the magnifying glass icon in the top right to search all TVNZ OnDemand shows. Type in the first few letters of the show you are looking for then scroll through the results list to find the show you are looking for. 

How do I add something to My Shows?

In your own personalised My Shows page you are able to add your fav shows to your Favorites list or add episodes to your watchlist to save for later.

To add a show to your favourites – highlight the show you want to save and press the green button on your remote. From the options select “Add to Favourites”. Alternatively if you are on a show page, you can add to favourites by selecting “Add to Favourites” underneath the show summary.

To add a episode to my watchlist – highlight the video you want to add to your watchlist and press the green button on your remove. From the options select “Add to Watchlist.” Alternatively if you are on an episode page, you can select  add to your watchlist by selecting “Add to Watchlist” underneath the video summary.

History will automatically save the last 50 shows you’ve previously watched so can go back and finish watching later.

You can also remove videos or shows from your My Shows page. Simply highlight the show or episode you wish to remove and press the red button to delete it from your Favourites, Watchlist or History.

Why do I have to logi n to the TVNZ OnDemand app?

We’ve changed TVNZ OnDemand to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1.       So the site works properly.
We’ve added some new features that make TVNZ OnDemand better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2.       So we can provide advertising that’s more relevant to you
Our advertisers (and their ads) keep things running and help us buy and make shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

How do I know which button does what?

Any controls are generally indicated at the bottom of the screen with an indication of which button needs to be pressed to carry out the task you want to do.

How do I exit full screen mode?

Press the green B button. 

Can I fast forward and rewind video?

Yes, using the fast forward and rewind buttons on your Samsung remote control. One press of the fast forward or rewind button will move the video along by 30 seconds. If you press and hold the buttons then the video will move along at a faster rate which you will be able to see happening on the time indicator at the bottom of the screen. 

Can I pause and resume my shows?

Yes, using the pause and play buttons on your Samsung remote control. With our new Pick Up and Play feature you will also be able to resume watching the same video next time you come back to the TVNZ OnDemand Samsung TV app.

Can I change the quality of the video picture?

No, the application delivers you the best picture quality possible at any given moment based on the bandwidth available to your device.

Can I control the application with voice control?

No, the application does not respond to voice control.

I want to take my television or Blue-Ray player outside of New Zealand with me. Can I still watch TVNZ OnDemand in another country?

No. TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements.

Why am I getting an error message about my timezone or region?

If you are trying to use the app from outside of New Zealand then this message is correctly displaying as the application is only usable from within New Zealand.

If you are in New Zealand then you may need to alter the timezone setting on your device. This can be done by following these steps:

1. Select Settings or Menu (device dependent)
2. Select System
3. Select Time Zone
4. Select GMT+12 (Wellington, Auckland, Fiji)
5. Select Save
6. Exit out of Settings or Menu (device dependent)

If, after completing these steps you are still unable to use the application, then you may also need to change the region setting on your device. Please go to tvnz.co.nz/ondemand/help/contact-us and use the "contact us" form for advice on doing this. 

PS3

When will TVNZ OnDemand be available on PS3?

Were sorry to say that from 31st March, we have temporarily shut down TVNZ OnDemand on your PS3. 

The good news is well be up and running with a new and improved service on your PS3 by early 2015!

If you want to be first in the know when TVNZ OnDemand will be back on your PS3, visit tvnz.co.nz/ps3 to sign up to our mailing list.