Known Issues

This is where we'll let you know about any outages or just provide tips for watching TVNZ OnDemand

Known issues as of Friday 21 April:


Xbox One app will not start

There are some reports of OnDemand not launching on Xbox One for users installing the app after a software update run by Microsoft. TVNZ has escalated this to them and hope for a fix soon.


Xbox One app tells me to use mobile data

If the Xbox One app is telling you to use mobile data, just hit continue for now in order to play video. Obviously, this won't actually use mobile data!

We're working to have this message removed from the app.


OnDemand not working on Windows XP or Vista

Unfortunately, our upgrade to HTML5 from the unsecure Flash means that OnDemand is unable to work on any browser available to Windows XP and Vista users.

Originally, we made the change from Flash to HTML5 with the belief that Firefox v.52 would continue to work for these users. However, this version is missing a key plugin required to access our protected content.

As a result, OnDemand will not work on Firefox for Windows XP and Vista users, and the OS is unsupported by our other supported browser versions.

We deeply apologise for any frustration and inconvenience caused by this decision.


Android tablets showing a fuzzy, coloured screen instead of content

Our team has worked hard to recreate this issue and have been able to, but on a device with major issues at both an OS and hardware level.

As a result, we are still investigating the cause of this issue on Android 4.4.2 with our app. 


App users getting the error message 'Could not load this video resource'

We believe a potential fix for some users with this issue is to toggle Airplane Mode on for at least 10 seconds on the affected device. This will flush the DNS cache of the device, and users have reported this as helping them watch content on OnDemand once more.

Other users receiving this message may be using an unsupported device without the correct DRM functionality, an example being any Android device running 4.2 and below.

For any users who are still getting this error message, we are still working to uncover any other potential cause for this problem.


Play button frozen/not responding in browser

We have identified this occurs when a user has a VPN or some form of Smart DNS operating in conjunction with their connection, and recommend you deactivate either if OnDemand is not working for you.


Desktop users getting "The video connection was lost, please confirm you're connected to the internet" when trying to play video

If you are experiencing an issue where you receive an Error Code 2 instead of content playing, please try the following:

Chrome users: Please make sure you have the latest version of Chrome, and check chrome://plugins in your URL bar and make sure Widevine Content Decryption Module is enabled. We'd also recommend checking chrome://components to update this Module.

Firefox users: Please make sure you have the latest version of Firefox, and check your browser's menu, then add-ons, then plugins. Then, please make sure Widevine Content Decryption Module is set to Always Activate. And, please check its options to set it to automatically update.

Note: If you're running Windows XP or Vista, the latest browser versions required to run TVNZ OnDemand are unavailable, and versions available do not have the form of DRM required to access our site.

As a result, we're no longer able to support OnDemand on Windows XP or Vista. We apologise for this inconvenience.


Playstation shows are exiting out to the episode page after an advertisement for some users

We're aware of an issue where some shows will exit out of the episode after an advertisement plays on some Playstation devices.

We're working to test and resolve this now.


FreeviewPlus issues by TV model

We're currently working to resolve the following:

VEON users experiencing a loading symbol appearing on top of content as it plays.

Some SONY users who may experiencing an ad freezing on its final frame. If you encounter this, please exit the show and restart.

LG users experiencing a black screen in between ads and content which may remain for an estimated 10 seconds.