TVNZ Ondemand FAQs - Samsung tablet and phone
KNOWN ISSUE- 16 February 2015
There has been a known issue which affected users on Samsung Galaxy S3 phones where users were unable to watch video and receiving an error message saying "Processing DRM information failed." We have been working with Samsung to identify and fix a firmware issue impacting TVNZ OnDemand playback. The fault was caused by a firmware upgrade by Samsung which inadvertently impacted the OnDemand service.
Samsung have now finished developing and testing a firmware patch to fix the problem. They have informed us the patch will be pushed out to Samsung Galaxy S3 devices by mobile network providers by 17 February.
Glad you asked! It's simple really. The app's free and available from the Samsung App Store. The easiest way to get the app is to download it from the Samsung App Store on your actual device.
To download the app, follow these simple steps:
- Open up Samsung Apps on your smartphone. To do this go to the home screen, tap 'apps' and then the 'Samsung Apps' icon.
- Find 'TVNZ Ondemand' through the search function.
- Tap on the TVNZ Ondemand app, click the 'free' button and away you go!
The app is currently available on the below list of Samsung devices:
|Samsung Galaxy S3, S4, S5||Android version 4.1 or above|
|Samsung Galaxy Note 2, Note 3, Note 10.1, Note 8.0, Note 2014||Android version 4.1 or above|
|Samsung Galaxy Tab 3||Android version 4.1 or above|
|Samsung Galaxy Tab 4||Android version 4.1 or above|
|Samsung Galaxy Tab S||Android version 4.1 or above|
|Samsung Galaxy Tab Pro||Android version 4.1 or above|
Samsung 2011, 2012 and 2013, 2014 Smart TVs and selected models of Smart Blu-ray players and Smart Home Entertainment Systems
For a full list of specific models refer to the Samsung website
The reason we've limited it to these devices for now is because they're all capable of running the required version of Android.
For technical reasons, the app is currently not available on Samsung phones that are running earlier versions of Android, such as the S and SII smartphones and Galaxy Tab 2 tablets.
Other Samsung smartphones that are running Android version 4.1 or above, may be added soon.
As TVNZ Ondemand continues to evolve over the next 12 months, we may look to increase the number of phones that we support.
For now, the app is only available on selected Samsung Android devices. The diversity of phones and tablets running the Android operating system makes it hard to deliver a reliable experience to viewers to all devices. So initially we've focused on the leading manufacturer of devices running Android before we look at other opportunities.
Hmmm, it's likely that your device is running an OS version lower than Android 4.1 or above. You can check which software version you are running by going to "Settings > About Device > Android version". Advice on upgrading your software version can be found here.
It's also possible that you're signed in to the Samsung App Store with an overseas ID. Make sure you sign in with your NZ account as the app is only available to folks based in New Zealand!
Theres a few different ways to do this.. Firstly, the 'Shows A-Z' button lists shows in alphabetical order; while the 'Genre' button lists shows by categories such as 'drama' or 'comedy'. Then there's the 'Recent' button, which displays shows based on the day and time that they were shown on telly. Last, but not least, feel free to also use the magnifying glass icon to search for a show by title.
The little magnifying glass icon is here to help and allows you to search for a show by title. A list of results will be updated as you type.
Not just yet, sorry.
The new fang-dangled app uses a technique called 'adaptive bitrate streaming'. In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh? If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!
For the best viewing experience, simply press the full screen button at the bottom right hand side of the player window. Presto
Watch this space we're aiming to add this feature soon. To view the video the other way round you can simply exit full-screen mode, rotate your tablet, then enter full-screen again and you should be all set to go.
Find out by using our fabulous data-calculator!
If you don't want to do that right now though, it's worth realising that 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 on the TVNZ Ondemand app!
The app delivers you the best picture quality possible - at any given moment - based on the bandwidth available to your device. So the amount of data you use per video viewed may vary. As a guide, and assuming that you have a fast internet connection, you may use the below 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 on the app will use less than 2% of a monthly 10GB data allowance.
Please note: 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.
Definitely. Just be aware that a 22 minute show could use as much as 161MB of your available data. Contact your mobile data provider if you are unsure of your mobile data costs. Better still, getted hooked into wi-fi!
No, sorry. You must be connected to the internet to use the TVNZ Ondemand app.
First things first, please try and force the app to close and then restart it, which may fix the problem.
For advice on how to force an app on your device please refer to the Samsung documentation here.
If this doesn't solve the problem then you might want to try the good old "turn it off and turn it on again" approach.
For advice on how to completely shut down your device, and then turn it on again, please refer to the Samsung documentation here.
Once you've done that then give the app another go to see if it sorts out the issue.
If you're still having problems then please contact us, letting us know which video you're having problems with and we'll try to help you sort it out.
It's possible you mightn't have enough bandwidth available to watch the video. Try watching the same video on TVNZ Ondemand, using a computer on the 1500k setting. If that plays without freezing then there may be another issue in which case you should contact us. Don't worry, we won't bite.
Because Ondemand is for Kiwis only, it requires you to physically be in our glorious country to view our array of content. You may be having problems viewing our video due to a security setting which uses your device's timezone to determine your location.
The data used for detecting your location is your IP address and your time settings. Your time setting is not just the clock time that is displaying, but the actual timezone that is set within your device.
For advice on setting up your timezone please refer to theSamsung support site
You need to ensure the Time Zone item is set to either:
- Waitangi, New Zealand
- Auckland, New Zealand
- Chatham Islands, New Zealand
- Wellington, New Zealand
Sorry, this feature isn't available as the app is designed to be used in 'portrait' mode.
No, unfortunately this just isn't possible.
Aahhh please double check your device isn't on mute. Don't worry it happens to the best of us.
This could be because you might not have enough bandwidth available to watch the video, so the app has downgraded to an audio-only stream. We would recommend trying to watch the video on TVNZ Ondemand, using a computer on the 1500k setting. If that plays without freezing then there may be another issue, in which case you should contact us, Please and thank you.
Not at this time, alas, due to rights restrictions.
This is a standard permission request from your Samsung phone. We use the device ID to serve advertising, but since Samsung combine device ID and call information, we're unable to request permission for one without the other. Rest assured we dont access any of your phone history or call information!
As were constantly changing and improving systems to ensure you have the best product possible, we will have made an update to the app that is critical to its use. Because of this, TVNZ have locked the previous version of the app (goodbye) and you'll now need to update in order to continue using the service.
There's no such thing as a free lunch these days. As TVNZ Ondemand is an advertising-funded service, the adverts mean you don't have to pay to watch the content (woohoo, free!).
Easy, by filling in the form right here.