iPhone, iPad and iPod touch

Having problems watching TVNZ Ondemand on your Apple device? Here are a couple of common things which might help.

- Check your internet connection on your device. Try visiting www.tvnz.co.nz in your browser to see if you can connect
- Force the TVNZ OnDemand app to close on your device and restart.
- Delete and reinstall the app
- Check you have the latest operating system on your device
- Turn your device off and then restart

If you’re still unable to watch TVNZ Ondemand, read on for more troubleshooting help.

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

Can I use Chromecast with the TVNZ app?

Good news! We've launched Chromecast on iOs and Android. Make sure to update to the latest version of the app to get Chromecast on your device.

Currently though, we don't officially support Sony Android TV models with Chromecast built into them.

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.

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.

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.

The data usage is based on the default bitrate streaming of 300kbps for PCs and laptops. Smart TVs, tablets, smartphones and gaming consoles which use adaptive streaming, are based on the highest streaming level available of 1000 kbps and 800kbps for gaming consoles. Actual data usage on these devices may vary depending on the connection speed available to the viewer on their respective ISP plan.

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.

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

If you are being forced to update your app, it will be because we have made an update to the app that is critical to its use. Because of this, we will have locked previous version of the app and you will now need to update in order to continue using the service.

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

Still having problems?

If you hit a problem that isn’t covered above, then try closing the app and then opening it again to see if the problem goes away.

(See Video has stopped playing back in the app. What can I do? above for instructions)

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 an Apple TV app?

Great news! TVNZ has an Apple TV app available for 4th Generation and 4K Apple TV devices. Please make sure your device is running the latest software update.

If you do not have a TVNZ account, you'll need to register on another device first.