TVNZ Ondemand: Frequently Asked Questions
Having problems with TVNZ Ondemand? Bugger. Let's see if we can help...
Please check your computer setup meets our system requirements and then read our FAQs below to see if they can help with any issues you're experiencing.
If you can't find the answers you're looking for then you can contact us via our TVNZ Ondemand Feedback form
NOVEMBER 2011: CUSTOMER UPDATE
We've made some changes to our video player and network. These should help us serve smoother, faster, better video to you, our lovely viewers.
Please do let us know if you're experiencing problems though and we'll see what we can do to get things sorted.
Here are some changes you may notice:
- There's no chaptering of episodes anymore. The timeline below the player now represents the whole episode with the advertising points marked within it.
- You can no longer skip out of an advert into another advert.
- When you drag the timeline button to skip forward in the video, you'll be presented with an advert if you drag past an advert marker. However, if you want to start watching from part-way through a show, then we don't want you to force you to watch loads of ads just to do that. So after each ad break is completed you're given a 60 second "advert amnesty" where if you skip past an ad marker within a minute of having just seen an advertising break, you shouldn't be presented with another one.
- There's a new "video time-elapsed" counter and "time-indicator when hovering" on the timeline.
- A 400kbps stream quality setting has been added as an additional low-bandwidth option. Learn more about data usage here.
- The "Lights-off" function has been removed.
CURRENT KNOWN ISSUES (Last updated November 17, 2011)
- The first second or two of the video, after the first advert, is sometimes cut off. We're working to resolve this.
- If you're using flash 10.2 or lower then you may be forced out of full screen mode. If this happens then install the latest version of Flash Player (very quick and easy!)
SYSTEM REQUIREMENTS
1. Adobe Flash Player version 10 or later
-
Check Flash Player version
-
Install latest Flash Player
2. You must have broadband internet connection. Dial up won't
cut it sorry!
3. Most programmes require you to be viewing from within
NZ
4. Computer timezone must be set to '(GMT+12:00) Auckland,
Wellington'
-
How to change your timezone
5. You must not be blocking ads from our ad servers
- tvnz.co.nz
- ad.doubleclick.net
- ad.au.doubleclick.net
- ad.nz.doubleclick.net
- secure-nz.imrworldwide.com
- 2mdn.net
- www.google-analytics.com
-
How to unblock our ad servers
TROUBLESHOOTING
Poor video playback using the Internet
Explorer 8 browser?
The data used for detecting your location is your IP address and your time settings. Please note that your time setting is not just the clock time that is displaying, but the actual timezone that is set within your computer.
To set up your timezone...
- If you're using Windows, just double-click on the time at the bottom right of your screen. When the 'Date And Time Properties' box opens up, click the 'Time Zone' tab - then make sure it is set to 'GMT +12:00) Auckland, Wellington'. Then click OK and you should be good to go.
- If you're using a Mac, click on the time at the top right of your screen, then click 'Open Date And Time...' After that opens up, click the 'Time Zone' tab, and make sure the time zone is 'NZST' and the closest city is 'Wellington - New Zealand'. Once that's done, it should be all set up.
Video player won't load (a black box appears
with no buttons)
To check which version you have, click below:
Test Flash Player Version
To download and install the latest Flash Player for free, click
below:
Install Adobe Flash Player
Video player loads, but sticks on a
yellow loading bar
Please check for any ad-blocking software or plug-ins on your computer, then add our ad servers to your whitelist:
tvnz.co.nz
ad.doubleclick.net
ad.au.doubleclick.net
ad.nz.doubleclick.net
secure-nz.imrworldwide.com
2mdn.net
www.google-analytics.com
-
How to unblock our ad servers
To check if this is your issue, please try to view a local show, such as Shortland Street, and then try an international show, such as Grey's Anatomy. If only the local show plays, you most likely have port 1935 blocked.
This port is often blocked by institutions, such as workplaces or universities, but if you are at home, please contact your Internet Service Provider to find out how to unblock port 1935.
Programme freezes and
stutters
If your speed is below 1000kbps, you will probably have issues watching a 700kbps video on TVNZ Ondemand. Try changing to a 400kbps or 300kbps video to see if performance improves.
GENERAL
To find a show using the Shows A-Z search function, simply click the first letter of the show you're looking for, then click on the episode you wish to watch.
To find a show using the title search function, click "Search For A Show", then type in the title of the show, and click 'Search'. Next, just click on the episode you want to watch.
Alternatively, you can click on any 'Watch Episode' links across the rest of the TVNZ site.
What shows are available on TVNZ
Ondemand?
TVNZ is always in negotiations with various production companies and distributors to expand our online offering, but if a show you are looking for is currently not available, we apologise, and hope to have it available in the future.
A list of all shows currently on TVNZ Ondemand can be found here
Episode publish times and expiry
periods
Online rights also come with different expiry dates. Most local shows can stay online for an extended period, but each episode of Shortland Street can stay online for only seven days, and most of our international episodes can stay up for only four weeks.
How can I get the best playback
experience?
TVNZ Ondemand videos stream at 300Kbps (kilobytes per second), 400Kbps 700Kbps and 1500Kbps. You can recognise these streams by the 300K, 400K, 700K or 1500K button that appear in the lower right of the player.
Can I download a show to watch
later?
Why is the 1500Kbps stream option not
available via the TVNZ Ondemand PS3 Player?
Do videos on TVNZ Ondemand pre-download before
I start watching?
No. All videos on TVNZ Ondemand stream as you watch them, downloading only a five-second advance buffer. This means you only use up data for video that you watch. It also means you can quickly skip to the end of a video if you want to without waiting for it to download.
Why can't I watch TVNZ Ondemand on my iPhone
or iPad?
TVNZ Ondemand is not currently available on iPhones and iPads. The video will not play if you go to the site directly via a browser (due to our video player using Adobe Flash) and there isn't a TVNZ Ondemand app yet. Also, browser apps like Photon and Skyfire, which convert flash so it does appear on iPad and iPhone don't work for TVNZ Ondemand. The reason is that to our video player the request to watch the video appears to be coming from outside New Zealand. There's nothing we can do to change this we're afraid.
We'd love to be able to provide this service though and can promise that we're looking to make this happen. There are a few reasons why it's a challenging thing to make happen but watch this space!
