Service Updates

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

Latest Update: 18 September

'Resend verification email' option not working on iOS/Android app

We're currently working to resolve this issue where viewers are unable to request another verification email on their iOS or Android device.

In the meantime, please try using the browser on your device to login and then verify. Or, try another device like a PC/Laptop to verify your account.

 

Chromecast isn't working on my Sony TV

If you're trying to cast to your Sony TV or Android TV Box Chromecast, you may experience an issue where all episodes load but never play, while Live TV works.

We're working to resolve this as soon as possible, and apologise for any inconvenience caused.

 

Loading circle spins continuously on Samsung TV

We've had a number of reports from viewers of loading circles spinning continuously on Samsung TV models.

We'd recommend making sure you have the latest software version for your TV, and if you do, please try resetting your TV's Smart Hub.

Please be aware, by doing this you will then need to download any apps you previous had that don't come with the Smart Hub originally.

Here's how you reset the Hub:

1. Exit the Smart Hub, then press the Menu key on your TV's remote control.

2. Go to the option Smart Hub, then choose the option Smart Hub reset.

3. Tick all the boxes under Terms and Conditions.

4. Select Reset Smart Hub and enter your PIN (default is 0000).

5. Wait until the reset completes and the message is displayed confirming this.

6. Then, please try access the OnDemand app again.

 

FreeviewPlus playback issues

We're currently investigating a number playback issues for OnDemand on specific FreeviewPlus models.

Samsung TV:

We've had reports episodes have been restarting after advertising. For now, we've turned of advertising breaks in episodes as we work to resolve this issue. 

We hope to have a fix in place as soon as possible.

 

LG:

The issue with TVNZ OnDemand playback on LG TVs has now been resolved on most models, and a software update has been sent to your LG TV. 

The update should happen automatically. You can check that your software update has happened on your LG TV by looking under General > About TV > Check for updates.

Once your TV is updated you should be ready to go. 

Oustanding resolutions for this issue are being worked on for the following LH series models: 55LH600V, 49LH600V, 43LH600V, 55LH575T, 49LH570T, 43LH570T, 32LH570D

 

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.

 

Play button frozen/not responding in browser

We have identified that some users are unable to play content on TVNZ OnDemand, with the play button not responding.

We believe 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.