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, 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:

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 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

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 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

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 ( 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