Having problems with TVNZ OnDemand?

If you are having a problem, first of all check our Known Issues page and then read through our list of FAQs. If you don't find the answer you need, you'll be able to find a link to our contact form to get in touch.

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. 

4) You may be trying to watch TVNZ OnDemand via your Smart TV browser. Our new website is not supported on TV browsers so you won't be able to watch TVNZ OnDemand unless you have the Samsung TV app.

If you can confirm that your household is not using a VPN, your timezone is correct, you are not trying to watch via a Smart TV browser 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 or visit www.tvnz.co.nz/forgot-password

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 will 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, 6S, 6S Plus iOs7 and above
Apple iPod Touch iOs7 and above
Apple iPad 2, 3, 4 iOs7 and above
Samsung Galaxy S3, S4, S5, S6 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, 2013, 2014 and 2015 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
MS Surface Tablets through the browser  

I'm unable to log in or register using Internet Explorer

If you are unable to submit a new registration or the login page is not working correctly for you, it may be that you are trying to access TVNZ OnDemand via an older browser like Internet Explorer 8.

Internet Explorer 8 and older browsers are 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. 

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.

Firstly go to the Adobe Flash Player help site here and follow the instructions to reset your Adobe Flash license files. Once you have reset your license files, close the browser window and then open again to try watching video.

If that doesn't work, please try the steps below depending on your browser:

If you are using Chrome, you may 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.

You are experiencing freezing/stuttering/”Not enough bandwidth” error message

We are currently working on optimising the new service to minimise any interruptions to playback. In the meantime, here are a few things you can do to ensure an optimal setup at your end.

·   If you’re using WiFi on a device that can be connected via cable – please test video playback with a cable.

·   If you have to use WiFi on your device – check out the signal strength – if it’s low – try watching while you’re closer to your router and make sure there aren’t too many devices connected to the WiFi.

·  If you’re watching through an internet browser (rather than an app), on a desktop/laptop - please try the ‘low’ or ‘medium’ quality settings if you’re not currently using them.

·  Make sure there is no-one in your household using all of your bandwidth. Simultaneous internet use on multiple devices on the same connection may result in poor video playback.

·  Make sure your internet browser and Adobe Flash Player are up to date with the latest versions. Try an alternative internet browser and see if you have better results.

·  If you’re watching TVNZ OnDemand through one of our apps, try closing other apps on your device to make sure TVNZ OnDemand has as much bandwidth available as possible.

·  If you’re using a desktop/laptop, please close background programs that might be sharing your connection.

·  Make sure you have no background downloads running (on any devices in your household).

·  Restart your home network by switching off your device(s) and powering off your modem (and wireless router if it’s a separate device) for at least 30 seconds before switching on again.

· If you are using a mobile device, try watching on a different internet connection

·  If you have modified any of your device’s connection settings, restore to your Internet Service Provider’s default settings – turn off any VPN connections you may have switched on; reset your device to pick up the default DNS setting. If you are not sure how to do this, get in touch with your device manufacturer.

· Contact your ISP to check if your router is properly set up to communicate with the other devices on your home network.

If you still need to get in touch, before getting back to us, make sure to complete a speedtest, and let us know what the result is: http://www.speedtest.net/

I 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 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 my iPad?

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. While some other video apps will play sound even with the mute switch on, your device's mute switch needs to be turned off in order to receive sound on TVNZ OnDemand videos.

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 have a newer model iPad, the mute switch is not located on the side of your device but in the control panel menu.

To un-mute using the control panel:

  1. To access, exit TVNZ OnDemand and from your home screen swip upwards. 
  2. The control centre should now appear on the screen. There will be an icon of a bell. Tapping on the bell icon will allow you to mute or un-mute the device. 
  3. Make sure mute is turned off and try watching your video again in the TVNZ OnDemand app and you should hear 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.

Why can't I start watching the same programme on a different device?

If our pick up and play function isn't working for you - make you sure are logged into the same account with the same email address on both devices.

If you have logged in with the same email address on both devices and it's still not working for you, please get in touch and let us know. 

Video won't play on my Samsung Mobile or Tablet but ads are playing fine

If you are trying to watch TVNZ OnDemand on your Samsung mobile or tablet and ads are playing but you can't get the video to play, updating your tablet or mobile's firmware may help fix this.

To do this you need to go to System > General > About Device and tap the “Software update” button and follow the prompts to check if your device needs to update to the latest firmware. 

Once you've updated your firmware, try watching video again on the TVNZ OnDemand to see if this has resolved the problem.

If this is still an issue and you have definitely updated to the latest firmware for your device, please get in touch and let us know.

Video player won’t load on my computer (grey or black screen appears)

If the video player isn’t loading for you, here are a some steps that may help:

-   It’s possible that software on your device is preventing playback of TVNZ OnDemand video. If you have any antivirus toolbars or extensions on your browser, please disable them, restart your browser, and try again. We would recommend disabling any third-party extensions or toolbars (apart from Adobe Flash Player) which might resolve the error.

-   Another possible cause for this error is possible network restrictions. For example, if you’re attempting to view TVNZ OnDemand from your workplace, school, university, government network, or shared network – then there might be some network settings in place to prevent playback of streaming sites – i.e. a firewall. If this is the case, please contact your IT support team to advise on possible solutions.

If possible, before getting back to us, please attempt to view TVNZ OnDemand through an alternative internet connection (e.g a 3g/4g connection, or a different WiFi connection), on the same device that you’re having trouble with. This will help us to narrow down the cause and determine whether the issue is related to your connection, or software/settings on the device.

I can't find the TVNZ OnDemand app in the Windows Store. What do I do?

If you can't find our app in your Windows Store, we'd recommend checking the region settings on your device. You can do this by heading to the Start menu of your device, and navigating to Settings, then to Time & Language.

From there, you'll need to change your region to New Zealand, as TVNZ OnDemand is only available to viewers inside New Zealand.

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 - https://www.tvnz.co.nz/forgot-password.

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 too!

  • 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 in 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 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 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 we 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

How do I unsubscribe from your email newsletter?

In order to unsubscribe from our Marketing emails, you'll need to update your settings.

To do this:

- on desktop, hover over "Hi (your name)" and select Settings. From the Edit Your Details page, uncheck "Be the first to know" under Change Prefrences and then select Update Preferences to save your changes.

- on the mobile and tablet app, select Settings from the main menu and then under TVNZ Account, select the Open Browser button. From there you will be taken to a browser window in order to login into your account. Once you have logged in uncheck "Be the first to know" under Change Preferences then make sure to select Update Preferences to save your changes.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

General

When do episodes publish and why do they expire?

The time it takes for episodes to be made available on TVNZ OnDemand is dependent on the online rights that we have for that show. For example, most shows we can put up immediately after they have finished airing on TV and with premiering shows we can put them up on TVNZ OnDemand after they have aired on the US West Coast or when the episodes arrive at TVNZ.

Online rights also come with different expiry dates. Our TVNZ OnDemand Premiering shows can only stay online for two weeks; some local shows like Country Calendar can stay online for an extended period, but Shortland Street can stay online for only fourteen days, while other local shows like Step Dave and most of our international episodes stay up for four weeks.

Why are there only some episodes or different seasons of my favourite show available on TVNZ OnDemand?

While TVNZ OnDemand has always provided catch up episodes of your favourite TV ONE and TV2 shows, we are committed to bringing you the latest episodes of some shows hot off the satellite from the States. 

So if you are seeing some episodes of a show like Scandal from the beginning of a season and some from the end of a season, that’s because we are premiering episodes of that show straight after they air in the States as well as playing the same season again from the beginning on TV ONE or TV2.

You can find out more information here on which shows are premiering at TVNZ OnDemand and when they will be available.

Why isn’t there a new premiere episode of my show each week?

Unlike the New Zealand TV schedule, US TV shows often take breaks, and there are times when older, repeat episodes are screened instead of new episodes. This can happen at various points throughout the season, including Thanksgiving, Christmas and large sporting events (like Superbowl or the Olympics).

When a new episode of a fast tracked show goes to air in the States, it will be available on OnDemand within 48 hours.

If there is a schedule change, we’ll keep each show site updated to let you know when we expect the next episode to be available.

 

Why has the episode I wanted to watch disappeared?

If you find that the episode you're looking for has disappeared from the site, it is most likely because our online rights to it have expired.

Can I download a show to watch later?

Due to online rights obligations, we do not offer downloads of our video content, so episodes must be watched online at TVNZ OnDemand. You can save an episode to your watchlist to view later, however you will need to watch it before the online rights expire.

Does TVNZ OnDemand charge me to use the service or is it free?

TVNZ OnDemand will not charge you for any of the videos or content you watch. It's all free.

Why do I have to watch adverts?

TVNZ OnDemand is an advertising-funded service – having advertising in our shows mean we can continue to premiere our fantastic range of shows like iZombie and Scandal for free!

Will the TVNZ OnDemand be available on other types of internet connected TVs as well as Samsung? (IPTV)

Yes! TVNZ have partnered with Freeview, Mediaworks and Māori Television to launch Freeview Plus which will enable viewers to access OnDemand content via a 8 day catch up guide as well as via a TVNZ OnDemand app.

TVNZ OnDemand via Freeview Plus will be available on new LG, Samsung, Sony and Panasonic FreeviewPlus Smart TVs and Dish TV FreeviewPlus set top boxes from  all leading electronics retailers and will be available to purchase from April / May 2015. Viewers who upgrade to these Smart TVs or boxes and connect them to their UHF aerial and home broadband, will automatically pick up the FreeviewPlus service when it goes live. 

Will TVNZ OnDemand be available on Chromecast?

At this stage TVNZ OnDemand is not available on Chromecast.

However, in the meantime, you can still enjoy all your favourite shows on the big screen with Chromecast by ‘Tab Casting’ on a computer.

Simply put, to do this all you have to do is Cast a Chrome browser tab from your computer to Chromecast, mirroring what’s on your screen onto the TV. You’ll need to have the latest version of Chrome, and to search for and install the Google Cast extension for your Chrome browser.

Once you’ve done that, you’ll see a little Cast icon available in your browser. Simply press that icon in the tab you want to Cast, choose the Chromecast device you want to Cast to, and the icon will turn blue.

 

Will TVNZ OnDemand be available on Apple TV?

At this stage TVNZ OnDemand is not available on Apple TV.

However, we are committed to continuing to broaden the devices which TVNZ OnDemand is available on and we may look to applications like Apple TV at some point in the future.

When will the TVNZ ONDEMAND android app be available on more android phones and tablets?

For now, the TVNZ OnDemand 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 that's why we've chosen to focus on the leading manufacturer of devices running Android.

However, we are aware of the desire for OD to be available on a greater selection of devices. As TVNZ OnDemand continues to evolve, we may look to increase the number of phones and tablets that we support.

When will there be a TVNZ OnDemand Windows 8 app?

While the TVNZ OnDemand app is not currently available on Windows 8, we're committed to making TVNZ OnDemand available on as many devices as possible, so it is certainly a possibility in the future.

When will there be a TVNZ OnDemand Xbox app?

We are currently working on an app for the Xbox One, and hope to have this available for use as soon as possible, hopefully by the end of the year.

Can I use TVNZ OnDemand overseas?

Unfortunately no - most of our TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements so right now the new version of TVNZ OnDemand is not available outside of New Zealand.

However we are working to provide a selection of locally produced shows to viewers outside of New Zealand. 

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Desktop/Laptop

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 won't video play back on my Mac desktop/laptop?

If the video player on your Mac is turning grey and not playing content, we'd recommend checking and then clearing any manually configured DNS server address that you may have in effect.

You will need to use the one provided by your ISP. For steps on how to edit the DNS server on OSX, please head here.

 

 

For the best experience watching live shows, what browser should I use?

We'd recommend users try a browser like Chrome in order to have the most consistent experience watching live content on TVNZ OnDemand. 

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. 

4) You may be trying to watch TVNZ OnDemand via your Smart TV browser. Our new website is not supported on TV browsers so you won't be able to watch TVNZ OnDemand unless you have the Samsung TV app.

If you can confirm that your household is not using a VPN, your timezone is correct, you are not trying to watch via a Smart TV browser 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.

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. Once you have reset your Flash license files, close your browser and try watching vidoe again.

If that doesn't work, please try the steps below depending on your browser.

If you are using Chrome, you may 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 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.

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.

I am using Chrome and have issues with playback

Firstly, try the instructions listed above for the "Protected Content" message 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 grey/black box appears with no buttons)

If the video player isn’t loading for you, here are a some steps that may help:

-   It’s possible that software on your device is preventing playback of TVNZ OnDemand video. If you have any antivirus toolbars or extensions on your browser, please disable them, restart your browser, and try again. We would recommend disabling any third-party extensions or toolbars (apart from Adobe Flash Player) which might resolve the error.

-   Another possible cause for this error is possible network restrictions. For example, if you’re attempting to view TVNZ OnDemand from your workplace, school, university, government network, or shared network – then there might be some network settings in place to prevent playback of streaming sites – i.e. a firewall. If this is the case, please contact your IT support team to advise on possible solutions.

If possible, before getting back to us, please attempt to view TVNZ OnDemand through an alternative internet connection (e.g a 3g/4g connection, or a different WiFi connection), on the same device that you’re having trouble with. This will help us to narrow down the cause and determine whether the issue is related to your connection, or software/settings on the device.

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.

A particular show I want to watch live in OnDemand isn't offered? Why not?

Unfortunately, due to the current rights agreements we have with content providers, we are unable to live stream every single show we have at the present moment.

To begin with, we are live streaming as many of our News and Current Affairs shows as possible, with the aim to deliver more shows, and new events, live in the future.

 

 

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

 

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Is there any way to use Chromecast and TVNZ OnDemand?

We’re currently working on support for Chromecast with the TVNZ OnDemand app.

However, in the meantime, you can still enjoy all your favourite shows on the big screen with Chromecast by ‘Tab Casting’ on a computer.

Simply put, to do this all you have to do is Cast a Chrome browser tab from your computer to Chromecast, mirroring what’s on your screen onto the TV. You’ll need to have the latest version of Chrome, and to search for and install the Google Cast extension for your Chrome browser.

Once you’ve done that, you’ll see a little Cast icon available in your browser. Simply press that icon in the tab you want to Cast, choose the Chromecast device you want to Cast to, and the icon will turn blue.

This way, you’ll be able to watch TVNZ OnDemand through Chromecast on the big screen, while we work on support for the app!

 

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.

When using AirPlay with TVNZ OnDemand, my show didn't play. What do I do?

First and foremost, please make sure you have the latest firmware installed on your device for the best experience.

We'd also recommend pausing any advertisement or episode that isn't playing, then hit play again. You may need to disconnect and reconnect AirPlay.

In order to use AirPlay, you will need to have one of the following devices:

  • iPod Touch 4th generation onwards
  • iPad mini or an iPad 2 onwards
  • iPhone4 onwards
  • Apple TV 2nd generation onwards

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, iPhone 6 Plus, iPhone 6C, iPhone 6C Plus, iPod Touch, iPad 2, iPad 3, iPad 4s running iOS 7 and aboven and iPad Air and iPad Air 2s. 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.

I'm getting a blank screen and video won't play when I return to the app

We are aware of this issue and working on a fix. In the meantime, you can resolve by forcing the app to close. You can do this by exiting 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.  When you open the app and you should find it working again and you’ll be able to continue watching where you left off by finding the video on the TVNZ OnDemand homepage or in your viewing history on your My Shows page.

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.

 

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?

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 a newer model iPad, the mute switch is not located on the side of your device but in the control panel menu.

To un-mute using the control panel:

1.     To access, exit TVNZ OnDemand and from your home screen swipe upwards. 

2.     The control centre should now appear on the screen. There will be an icon of a bell. Tapping on the bell icon will allow you to mute or un-mute the device. 

3.     Make sure mute is turned off and try watching your video again in the TVNZ OnDemand app and you should hear audio

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

 

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

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. 

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Is there any way I can use Chromecast and TVNZ OnDemand?

We’re currently working on support for Chromecast with the TVNZ OnDemand app.

However, in the meantime, you can still enjoy all your favourite shows on the big screen with Chromecast by ‘Tab Casting’ on a computer.

Simply put, to do this all you have to do is Cast a Chrome browser tab from your computer to Chromecast, mirroring what’s on your screen onto the TV. You’ll need to have the latest version of Chrome, and to search for and install the Google Cast extension for your Chrome browser.

Once you’ve done that, you’ll see a little Cast icon available in your browser. Simply press that icon in the tab you want to Cast, choose the Chromecast device you want to Cast to, and the icon will turn blue.

This way, you’ll be able to watch TVNZ OnDemand through Chromecast on the big screen, while we work on support for the app!

 

AirPlay

I am having an issue with AirPlay on TVNZ OnDemand. What can I do?

If your experience using AirPlay with TVNZ OnDemand isn't satisfactory, please let us know HERE.

We're looking to improve this as much as possible, and ideally we'd appreciate your feedback!

AirPlay disconnected. What should I do?

AirPlay may disconnect sometimes when trying to start a video on TVNZ OnDemand, or moving from the advertisement into the video.

First, simply try pausing the stream, then playing it again. We'd also recommend reconnecting AirPlay, and exiting out of the episode that stopped and trying to play it a second time.

Android phone / tablet

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

Glad you asked! It's simple really. The app's free and available from the Play Store. 

To download the app, follow these simple steps:

  1. Open up Play Store on your smartphone. 
  2. Find 'TVNZ OnDemand' through the search function.
  3. Tap on the TVNZ OnDemand app, click the 'free' button and away you go!

 

What are the supported devices and software for the app?

The app is currently available on the following devices:

Samsung Galaxy S3, S4, S5, S6 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
HTC One M8 Android version 4.1 or above
Huawei P8, P8 Lite 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.

We are currently in the process of investigating a number of other Android brands with the aim to make the app available to a wide range of Android devices. Currently, the TVNZ OnDemand app can be used on the above mentioned HTC and Huawei models. 

Is the app available on other Android devices?

The TVNZ OnDemand app is available on selected Samsung devices, and a number of other Android brand devices. The other devices are:

  • HTC One M8
  • Huawei P8
  • Huawei P8 Lite

Currently, we're monitoring the app's performance on these devices, with the plan to make the TVNZ OnDemand app available on a far wider range of Android devices.

Is there any way for me to use Chromecast and TVNZ OnDemand?

We’re currently working on support for Chromecast with the TVNZ OnDemand app.

However, in the meantime, you can still enjoy all your favourite shows on the big screen with Chromecast by ‘Tab Casting’ on a computer.

Simply put, to do this all you have to do is Cast a Chrome browser tab from your computer to Chromecast, mirroring what’s on your screen onto the TV. You’ll need to have the latest version of Chrome, and to search for and install the Google Cast extension for your Chrome browser.

Once you’ve done that, you’ll see a little Cast icon available in your browser. Simply press that icon in the tab you want to Cast, choose the Chromecast device you want to Cast to, and the icon will turn blue.

This way, you’ll be able to watch TVNZ OnDemand through Chromecast on the big screen, while we work on support for the app!

 

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?

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.

Can I use TVNZ OnDemand when I'm not connected to the Internet?

No. At this time you must be connected to the Internet to use the TVNZ OnDemand app.

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.

I'm receiving a message saying "Verify your email address" even though I have confirmed my email address

If you are receiving a message in the TVNZ OnDemand app saying "we'd hate to interrupt your viewing, so please verify your email address soon" even though you have already received confirmation that your email address has been verified, try the following steps:

- make sure you have the latest firmware updates for your device

- make sure you have updated to the latest available version of the TVNZ OnDemand app

Hopefully this will resolve the issue, but if you have tried the above steps and are still seeing the message, please 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 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.

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. 

There's also the chance that you are trying to use the TVNZ OnDemand app on an Android device we don't currently support. We are in the act of making the app available to a far wider range of Android devices, but you can check what we currently support here.

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 audio and no picture 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.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

I'm unable to watch video but ads play back fine

If you are trying to watch TVNZ OnDemand on your Samsung mobile or tablet and ads are playing but you can't get the video to play, updating your tablet or mobile's firmware may help fix this.

To do this you need to go to System > General > About Device and tap the “Software update” button and follow the prompts to check if your device needs to update to the latest firmware. 
 

Once you've updated your firmware, try watching video again on the TVNZ OnDemand to see if this has resolved the problem.

If this is still an issue and you have definitely updated to the latest firmware for your device, please get in touch and let us know.

 

The app isn't working on my Galaxy S7. Why not?

Unfortunately, the Samsung Galaxy S7 doesn't support digital rights managed video content. Because of this, we can't currently support this endpoint without risking losing the content we have on TVNZ OnDemand.

With this being said, we're actively working on a potential resolution which will mean TVNZ OnDemand is available on the Samsung Galaxy S7. We can't currently give an exact date, but we hope this is before the end of the year.

Live

Which shows can I watch live?

Currently, the shows you'll be able to watch live in OnDemand are:

  • Breakfast
  • ONE News at midday
  • Te Karere
  • ONE News at 6pm
  • Seven Sharp
  • One News Tonight
  • Q+A (starting Sunday, 7 August)
 

For the best experience watching live shows, what browser should I use?

We'd recommend users try a browser like Chrome in order to have the most consistent experience watching live content on TVNZ OnDemand. 

A particular show I want to watch live on OnDemand isn't available. Why not?

Unfortunately, due to the current rights agreements we have with content providers, we are unable to live stream every single show we have at the present moment.

To begin with, we are live streaming as many of our News and Current Affairs shows as possible, with the aim to deliver more shows, and new events, live in the future.

I missed the first few minutes of a live show in OnDemand. What can I do?

If you miss the start of TVNZ OnDemand's live stream of a show like One News at 6pm, don't fret. TVNZ OnDemand's live shows offer viewers the ability to Start From the Start.

If a show is live, you'll be able to choose whether you begin at the start, or jump in live. In addition to that, you can always skip ahead from the start, or rewind back if you choose the live option.

What's the easiest way to know when the show I want to watch is live?

All live episodes will be signposted on individual show pages. You can also be assured that at the scheduled time for broadcast, our News and Current Affairs shows will be available at that exact moment!

If you're using an iOS or Samsung device, favourite the show you want to watch live and allow push notifications. When the episode is live, you'll be send a reminder.

I can't find any live streams on my device. Why not?

Unfortunately, we haven't launched our live streams on every single TVNZ OnDemand endpoint at this stage.

Devices that won't offer live streaming in the app are Samsung TV, PS3/PS4, FreeviewPlus and the Windows 10 app.

However, we hope to have live capability on as many endpoints as possible in the future.

I can't find the Seven Sharp live stream. Why not?

Currently, our Seven Sharp live stream is joined onto the ONE News at 6pm live stream, as this show flows straight into it. So, to watch Seven Sharp live, you'll have to head to the ONE News at 6pm page and watch it there.

We're working to get Seven Sharp on its own individual stream, and hope to have this available ASAP.

Which devices can I watch live content on?

Live in OnDemand is available on your Desktop/Laptop, and supported Android and iOS devices. For more details on exactly what devices these are, please head to the Supported Devices section.

Favourites & Watchlist

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.

How do I add a show to my 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 the show’s page, you can add to favourites by selecting “Add to Favourites” underneath in the show's summary.

How will videos be automatically added to my Watchlist?

If you have added a show or movie to your Favourites, whenever new videos are made available on TVNZ OnDemand, they will be automatically added to your watchlist.

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

 

Can I manually add a video to my Watchlist?

Absolutely! You can still add an individual video to your Watchlist, without having to add the show to your favourites.  To do this, 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.

How will I know when a new episode has been automatically added to my Watchlist?

When new videos are automatically added to your Watchlist, a green circle with the number of new videos added will display on the MY SHOWS menu item, alerting you that new videos are available.

This badge will also tell you if there are any videos in your Watchlist that are expiring soon.

Will videos be removed from my Watchlist?

Videos will be automatically removed from your watchlist once you have watched them or once they have expired.

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.

Why am I receiving multiple notifications for certain shows?

Some shows - such as Criminal Minds, Castle, The Fosters and The Amazing Race are currently premiering on TVNZ OnDemand, same day as the U.S. as well as airing on TV a couple of months after U.S. transmission. This means two episodes of each show are being published each week.  

Currently, you’ll get notified when any episode of a show you’ve added to your favourites is published.  We’re working to further improve the notifications so you only receive them for the season you are watching so watch this space.

Push Notifications

What are push notifications and how do they work?

TVNZ OnDemand can now send you push notifications to your iOS or Android devices when new episodes of favourite shows get automatically added to your Watchlist.

Push notifications are alerts or updates that appear automatically on your device. 

How do I get push notifications on my iOS or Android device?

To get push notifications, make sure you’ve got the most recent version of the TVNZ OnDemand app installed on your device by going to the App Store or Google Play Store and updating. 

Once you’ve updated your app, the first time you log in you’ll see a one-off screen that asks you if you’d like to receive these notifications.  You’ll need to give us permission if you do.

How do I update my preferences?

If you change your mind, you can update your preferences at any time by going to the SETTINGS page and asking us to request permission again.

To turn off notifications – please follow the instructions here (iOS) or here (Samsung).

Why am I receiving multiple notifications for certain shows?

Some shows - such as Criminal Minds, Castle, The Fosters and The Amazing Race are currently premiering on TVNZ OnDemand, same day as the U.S. as well as airing on TV a couple of months after U.S. transmission. This means two episodes of each show are being published each week.  

Currently, you’ll get notified when any episode of a show you’ve added to your favourites is published.  We’re working to further improve the notifications so you only receive them for the season you are watching so watch this space.

Xbox One

I am having trouble playing video. What should I do?

If you run into trouble watching video on TVNZ OnDemand, please contact us here as soon as possible.

We'd appreciate it if you could describe exactly what you were doing, and what went wrong. The more details, the easier it is for us to understand the issue and resolve it for you in a timely fashion!

What are the controls for the TVNZ OnDemand app on Xbox One?

With regards to controls, the TVNZ OnDemand app functions on the Xbox One the way most apps and games would.

Basics:

A: Select

B: Return

Y: Search

Hamburger: Menu

Navigation:

To navigate across pages and belts, you can either use the directional arrows, joysticks, or tap either the right and left triggers and/or buttons to move at a faster pace to where you want to get to.

Video controls:

When watching video, you can fast forward and rewind content quickly using either the right and left triggers and/or buttons.

To exit a video, you can either use the B button, or minimize the player which will automatically pause the episode at that moment and remember where you were should you return.

My screen cuts off part of the TVNZ OnDemand app. What should I do?

If part of the TVNZ OnDemand app is being cut off by your screen, we'd recommend trying a number of different picture modes in order to get the best fit.

For example, on a Samsung TV, the TVNZ OnDemand app displays best on Xbox One using the 'Screen Fit' option.

The app tells me it can only be used in New Zealand, even though I am in New Zealand. What should I do?

First and foremost, please make sure your Xbox One region settings are correct.

We'd also recommend reinstalling the app.

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 www.tvnz.co.nz/content/tvnz/ondemand/help/contact-us.html 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 then there are a couple of reasons you may be receiving this message 

-  Firstly make sure you aren’t trying to watch TVNZ OnDemand via your Samsung TV’s web browser. The new version of TVNZ OnDemand is not supported in smart TV web browsers and you will need the TVNZ OnDemand app in order to watch on your Samsung TV.


- Next 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 the above steps you are still unable to use the application, then you may also need to change the region setting on your device.  Check your user manual or contact Samsung Support (http://www.samsung.com/nz/support/) to find out how to do this.  

If you have checked both of the above and are still receiving this message, then contact us with your Samsung TV or Blu Ray player make and model number and we can investigate the problem further. 

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

How do I know what year my TV is?

All Samsung TVs have a model code on their back panel, made up of some numbers and letters.

The following model codes correspond with TV models from specific years, the key character to determine this in bold:

2012: UA46ES6200

2013: UA40F6400AMXRD

2014: UA32H5500

2015: UA40JU6400SXNZ

FreeviewPlus

Can my TV or set top box get TVNZ OnDemand?

The TVNZ Ondemand app is available on FreeviewPlus certified TVs and Set Top Boxes.

For a list of compatible devices, please go here:

http://www.freeviewnz.tv/freeview/freeviewplus/#brands

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

1. Exit the TVNZ OnDemand application and then reopen it.

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, please visit our contact form here to 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 FreeviewPlus TV?

For instructions on how to set up your FreeviewPlus TV, please refer to the user manual for your particular model/make.

How do I find particular shows and episodes?

There are a few easy ways to find shows within FreeviewPlus – watch this short video to find out more.

Or you can go directly to the TVNZ OnDemand app and quickly zone in on your favourite TVNZ shows there.

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 yellow 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 an episode to my watchlist – highlight the video you want to add to your watchlist and press the yellow button on your remote. 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 green button to delete it from your Favourites, Watchlist or History.

Why do I have to login 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.

Can I fast forward and rewind video?

Yes, using the fast forward and rewind buttons on your 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 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 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.

I want to take my FreeviewPlus device 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 to a NZ timezone. This can be done by following the instructions in the user manual for the device.

I'm having trouble loading the FreeviewPlus app. What do I do?

If you are having trouble loading the Freeview app, please contact Freeview here.

I'm having trouble using the TVNZ OnDemand app through my FreeviewPlus. What do I do?

If you are having trouble using the TVNZ OnDemand app while on your FreeviewPlus, please contact us here.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Pick Up and Play

Which devices can I use Pick Up and Play on?

If your device supports TVNZ OnDemand, then it supports Pick Up and Play too!

Simply log in to TVNZ OnDemand and it'll have your details saved and ready to go, including what you've partly watched and where you reached in an episode.

 

How does Pick Up and Play work?

Pick Up and Play works by using your login to remember the exact point you reach in any episode you don't quite manage to finish.

In doing this, whether you change device or have to pause watching your favourite show for any number of reasons, that episode will be ready and waiting at the exact point you were up to when you're ready to continue!

So, imagine you're halfway through a Shortland Street episode on TVNZ OnDemand on your TV, and you feel like watching the rest of it in bed on your phone. You can. Simply exit the app, grab your phone and the episode will be ready and waiting at the point you'd reached on your TV. Cool huh?

DUKE

When will DUKE be live?

DUKE is live NOW!

DUKE’s daily schedule runs between 6pm to 12midnight and we’ll be screening sporting events outside of these hours. To kick things off we're focussing on the time when most people are watching TV. As the channel grows we'll definitely consider expanding the hours.

Will DUKE be available in HD?

The channel will be broadcast in standard definition. HD isn’t on the cards for launch but it’s something we’ll keep in mind for the channel’s future development. As for online, Some of DUKE’s content will be streamed in HD, not all of it – we’ll always put it out in the best possible quality.

Can I watch the live-stream of DUKE in TVNZ OnDemand’s app on my PS3/PS4?

We’re working on getting DUKE up and running on PS3/PS4 but it’s not ready.  The DUKE live-stream will be available in the app for PS3/PS4 users as soon as possible.

Can I watch the live-stream of DUKE in TVNZ OnDemand’s app on my Windows 10 device?

You sure can. DUKE is available on the TVNZ OnDemand app for Windows 10 devices! 

I can’t play the DUKE live-stream on my Samsung TV/HbbTV. Why not?

Unfortunately, the DUKE live-stream won’t be available in the TVNZ OnDemand app on Samsung TVs or HbbTVs. There are other viewing options you may want to consider: DUKE will be available on free-to-air on Freeview channel 13, and SKY channel 23.

The DUKE live-stream has frozen. What do I do?

If your DUKE live-stream suddenly freezes, simply refresh your browser window, or if on the app, force the TVNZ OnDemand app to close and start it up again.

The DUKE live-stream is stuttering/pausing to buffer, or pixelating. What can I do?

We recommend you run a Speedtest here: www.speedtest.net to test your internet connection.  If your connection speeds are fine, please try restarting both your device and your internet connection by unplugging the router at the wall for at least 10 seconds.

We’d also recommend checking whether other internet users in the house are downloading or streaming video, and if you’re using a device, try forcing all apps to close and clear the TVNZ OnDemand app’s cache.

If the problem persists, make sure your internet browser (if using a computer) and Adobe Flash Player are up to date, and try an alternative browser to see if you have better results.

I paused the DUKE live-stream in TVNZ OnDemand, but when I tried to resume watching later the live-stream was no longer on the show I was watching.

The DUKE live-stream in the TVNZ OnDemand app will only continue playing from where it was paused if it’s been under a minute since you hit pause. If you pause the DUKE live-stream for more than a minute, and then press play again, the live-stream will automatically take you to the present moment in the DUKE live-stream. That’s why it’s called a live-stream! 

How much data will it require to watch the DUKE live-stream in TVNZ OnDemand?

The TVNZ OnDemand app uses something called 'adaptive bitrate streaming', which detects your available connection speed and device capabilities, and then selects a picture quality that best matches these at that very moment. The DUKE live-stream in the TVNZ OnDemand app is designed to use a maximum of 1GB per hour.   

I can’t find the DUKE live-stream in my TVNZ OnDemand app. What can I do?

If you can’t find the DUKE live-stream in your TVNZ OnDemand app, please make sure you are running the latest version of the app.

Bear in mind that if you’re using a PS3/PS4 or a Windows 10 device, the DUKE live-stream isn’t available yet – those apps are coming soon.

If you’re on a Samsung TV or an HbbTV, unfortunately the TVNZ OnDemand app won’t be able to provide the DUKE live-stream for these devices.

I can’t find free-to-air DUKE on my TV when I go to Freeview channel 13. What can I do?

If you can’t find DUKE at Freeview channel 13, you may need to re-scan your receiver.

Switch on your Freeview|HD digital set-top box or your television with Freeview|HD built in and press 'menu' on the remote control. Select the 'set up' or 'installation' option

Select full retuning, 'digital auto tuning' or similar (some equipment may require you to select first time installation, 'factory reset' or 'default settings').

Press OK if your equipment warns that you will delete your existing channels. Don't worry this is normal. The equipment will find new channels.

If you are prompted for a code, consult your manual. Common codes are 0000 or 1234.

Channels will automatically be installed. This may take a few minutes and your equipment may shut down and restart.

For any further help, please see your instruction manual, contact your equipment supplier or head to TVNZ.co.nz/retune for more on this.

If you have SKY, you can find DUKE on channel 23.

I am getting an error message on my DUKE live-stream. What do I do?

If your DUKE live-stream has an error message over the top of it, simply refresh your browser window, or if on the app, force the TVNZ OnDemand app to close and start it up again.

PS3/PS4

When will TVNZ OnDemand be available on PS3/PS4?

Good news! The TVNZ OnDemand app for PS3 and PS4 is now available!

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

1. Exit the TVNZ OnDemand application and then reopen it.

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, please contact us at https://www.tvnz.co.nz/ondemand/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. 

A video froze and now it and/or other videos won't play. What can I do?

If a video freezes and won't resume, and other videos won't play after this either, please try completely shutting down the TVNZ OnDemand app. Upon launching it again, video should play fine.

Why is the TVNZ OnDemand app not working on my PS3?

If the TVNZ OnDemand app isn't opening on your PS3, this could be because your device still has the old TVNZ OnDemand app, and not our shiny, brand new app!

If you'd like the new app, please delete the old app, and then head to the App Store and download the new TVNZ OnDemand app.

How do I find a particular show or episode?

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 L1 button on your controller. 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 an episode to your watchlist – highlight the video you want to add to your watchlist and press the L1 button on your controller. From the options, select “Add to Watchlist.” Alternatively if you are on an episode page, select the “Add to Watchlist” option 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 R1 button to delete it from your Favourites, Watchlist or History.

Why do I have to login 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.

Can I fast forward and rewind videos?

Yes, by using the fast forward and rewind buttons on your 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 shows?

Yes, by using the pause and play buttons on your controller. 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 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.

I want to take my "PS3"/"PS4" 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 to a NZ timezone. This can be done by following the instructions in the user manual for the device.

I'm having trouble using the TVNZ OnDemand app through my "PS3"/"PS4". What do I do?

If you are having trouble using the TVNZ OnDemand app while on your "PS3" or "PS4", please contact us here.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form found here.

Windows 10 Devices

I can't find the TVNZ OnDemand app on my Windows 10 device. What do I do?

If you can't find our app in your Windows Store, we'd recommend checking the region settings on your device. You can do this by heading to the Start menu of your device, and navigating to Settings, then to Time & Language.

From there, you'll need to change your region to New Zealand, as TVNZ OnDemand is only available to viewers inside New Zealand.

I am getting an error message which says "Video has failed to play. Please try again." What should I do?

First, please check whether other videos will play on TVNZ OnDemand. If none play, try unplugging any external monitors. We'd also recommend updating your graphics card drivers.

If you're still having issues, please contact us here.

How do I contact TVNZ OnDemand?

Easy! You can contact TVNZ OnDemand via our Contact Form by clicking here.

Contact Us

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here