Samsung TV, Blue-Ray and AV players FAQs

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

The TVNZ Ondemand app is available on 2012 - 2018 Samsung Smart TVs and Samsung Blu-ray players.

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

The TVNZ OnDemand app has been known to experience timeout/crashing issues when using a variable broadband connection. This may 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 Samsung TV 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:

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.  You can contact us here 

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 the TVNZ contact us form here where you can identify which video is not working for you.

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

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?

On your Samsung Smart TV remote use the left / right / up / down buttons to navigate the TVNZ OnDemand menus and content tiles.  To select a menu item or content tile use the enter button.

How do I exit full screen mode?

On your Samsung Smart TV remote use the return button. 

Can I fast forward and rewind video?

On your Samsung Smart TV remote use the fast forward and rewind buttons. 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?

On the Samsung Smart TV remote use the pause and play buttons. With the 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?

As a viewer you are unable to select video quality.  The TVNZ OnDemand service automatically delivers you the best picture quality possible at any given moment based on the bandwidth available to your device.  This services is called adaptive streaming.  

Can I control the application with voice control?

The TVNZ OnDemand app 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 TVNZ OnDemand app, then you may also need to change the region setting on your device.  Check your user manual or contact Samsung 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.  You can contact us here.

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.  This is likely to look something like this: