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TVNZ Ondemand FAQ - Computer


CURRENT KNOWN ISSUES

We've had to make a security update to our video content that requires a cookie to be accepted by your computer.

To resolve, firstly go to the Adobe Flash Player help site here and follow the instructions to reset your Adobe Flash license files. If that doesn't work, please try the steps below depending on your browser.

For Chrome Users

Ensure that the Adobe Flash Player plug-in is enabled.



To do this:

  1. Type chrome:plugins in the address bar to open the Plug-ins page.
  2. On the Plug-ins page that appears, find the "Flash" listing.
  3. Click the Enable link under its name.


If you are still seeing this message, you may need to clear your Flash and DRM cache files. Please following the following instructions:

Flash Cache instructions

Flash Cache instructions

Check if you have blocked a Sandbox plugin. To amend this, click settings under the Chrome menu, click show advanced settings. Under Privacy click on Content Settings, scroll down to Unsandboxed Plug-in Access and click Manage Exceptions then set the behaviour of Host [*.]tvnz.co.nz to Allow.

If the above steps do not resolve the issue, clear your broswer cookies:

  1. Click the Chrome menu on the browser toolbar
  2. Select "Settings"
  3. Click "Show advanced settings"
  4. In the "Privacy" section, click the "Content settings" button
  5. In the "Cookies" section, select "All cookies and data" and then select "Remove All"


You will also need to make sure you are not viewing the video in Incognito mode. Check if you're switched to Incognito mode by looking for the icon of a man in trenchcoat and sunglasses in the top left corner of the browser. To Turn off, simply open a new browser window or tab and close the Incognito window/tab.

If you are using a different browser try the following:

1. Try playing the videos through a different browser if you have one.

2. If you still have problems please try clearing your cache by following these steps:

In Microsoft Internet Explorer, click CTRL + F5

In Firefox, click CTRL + SHIFT + R on Windows, or COMMAND + SHIFT + R on Mac OS.

In Safari, click ALT + CMD + E

3. Check you have the latest version of Flash Player from Adobe

4. Update your browser to the latest version

5. Reboot your computer once you have updated your settings.

The security update is also affecting users on Linux

While we are unable to support our video player on the Linux operating systems, the instructions below may help you to access TVNZ Ondemand

http://helpx.adobe.com/x-productkb/multi/flash-player-11-problems-playing.html

http://helpx.adobe.com/flash-player/kb/enable-flash-player-google-chrome.html



AVG Anti-Virus software blocking OD Video - If you have AVG installed (including the AVG Toolbar Add-On), you may find that all OD video, even the actual player itself, is blocked. The software is classifying the TVNZ OD video player and shows as advertising, and a black screen will appear with no controls. To fix this - see the first entry in "Troubleshooting" below titled "Video player won't load - a black box appears with no buttons"

SYSTEM REQUIREMENTS

What do I need to be able to watch TVNZ OD on my computer?

NAVIGATION

How do I find a show?

WATCHING VIDEO

How can I get the best playback experience?

Do videos on TVNZ OD pre-download before I start watching?

DATA USE

How much data does TVNZ OD use?

TROUBLESHOOTING

Why am I receiving a message saying "unable to play this protected content at this time"?



I am using Chrome and have issues with playback

Video player won't load (a black box appears with no buttons)

Poor video playback using the Internet Explorer 8 browser?

My video player controls have disappeared (eg unable to see pause or expand button, volume controls etc)

Error message saying not in New Zealand

I am using Linux and having trouble with playback

Why is there a black bar in the middle of the video when I view in full screen?

Video player loads, but sticks on a yellow loading bar

Video advertisement plays, but programme does not start / "Content not available to view" error message

Programme freezes and stutters

How do I contact TVNZ OD?






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