TVNZ Ondemand: Frequently Asked Questions
Having problems with TVNZ Ondemand? Let's see if we can help...
Commonly asked questions
Find out how you can get TVNZ OD on your supported device with our super handy How to get OD help page or take a look at our list of supported devices below
|Apple iPhone 3G, 4, 4S, 5, 5C, 5S||iOs5 and above|
|Apple iPod Touch||iOs5 and above|
|Apple iPad 1, 2, 3, 4||iOs5 and above|
|Samsung Galaxy S3, S4||Android version 4.1 or above|
|Samsung Galaxy Note 2, Note 3, Note 10.1, Note 8.0||Android version 4.1 or above|
|Samsung Galaxy Tab 3||Android version 4.1 or above|
Samsung 2011, 2012 and 2013 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
We've had to make a security update to our video content that requires a cookie to be accepted by your computer.
If you are on Chrome, you may have blocked a Sandbox plugin. To fix 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.
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. Update your Flash Player fromAdobe
4. Update your browser to the latest version
5. Reboot your computer once you have updated your settings.
You will need to ensure that your Adobe Flash Player plug-in is enabled. To do this:
- Type chrome:plugins in the address bar to open the Plug-ins page.
- On the Plug-ins page that appears, find the "Flash" listing.
- Click the Enable link under its name.
If you are still seeing this message or you are not using Chrome, you may need to clear your Flash and DRM cache files. Please following the following instructions:
It's possible that the zoom settings on your browser are preventing you from seeing the video player's control panel. To alter this, hold down CTRL + 0 or press CTRL + until your browser's zoom settings have reset to 100% . Alternatively, you can find the 'zoom' settings in the file menu of your browser, and alter them there. This will re-size your browsing window, and you should be able to see all the player control buttons.
To view most content on TVNZ OD, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your device which determine your location.
Review the FAQ for your device or computer for instructions on how to do this.
If it's not an issue with your time zone, check if someone in your home has done something to your computer to make it appear like it's not in NZ.
Common reasons for doing this include masking your NZ IP address to access international websites via a VPN or custom DNS service. This will need to be turned off so you can watch TVNZ OD video.
Check with the technical expert in your household if you're not sure how to do this!
If you find that the episode you're looking for has disappeared from the site, it is most likely because our online rights to it have expired.
Unfortunately no - most of our TVNZ OD videos are only viewable from within New Zealand due to our rights agreements. But we do have a selection of locally produced shows you can watch from outside NZ - Te Karere, Tagata Pasifika, Good Morning (selected segments), Fair Go, Breakfast, Waka Huia, Marae, Seven Sharp and Country Calendar.