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If you have any questions not addressed below please feel free to call our Samsung Care Team on 0800 726 786 or visit our contact page.

TVNZ Ondemand App Overview

What is TVNZ Ondemand?

TVNZ Ondemand is New Zealand’s online video ondemand service offered by Television New Zealand. It offers a variety of programmes loved by New Zealanders as seen on TVNZ channels.

What is the TVNZ Ondemand App?

The TVNZ Ondemand software application (“App”) is a video ondemand service that makes it easy to enjoy your favourite programmes in your living room. The App is available exclusively on Samsung Smart TVs and on certain models of Samsung Smart AVdevices (Smart Blu-ray players and Smart Home Entertainment Systems).

It can be downloaded from the App Store on Samsung Smart TVs / AV devices.

Does it cost to download the TVNZ Ondemand app?

No. The App is free to download from the App Store on Samsung Smart TVAV devices.

Can I access TVNZ Ondemand on other devices?

TVNZ Ondemand can be accessed through www.tvnz.co.nz on PC and Mac computers that feature a web browser and an internet connection.

The App is exclusive to Samsung Smart TVs and certain Samsung Smart AV devices, which means that you can expect the same viewing standard as what is available on your PC or Mac computer.

TVNZ does not recommend watching TVNZ Ondemand via an incompatible TV’s web browser as the video playback is not optimised so the quality of the picture is not guaranteed and may not work at all.

Is there a subscription charge for TVNZ Ondemand?

No. There are no subscription charges for the TVNZ Ondemand service.

Are there internet costs for accessing TVNZ Ondemand?

Charges for data usage by your Internet Service Provider (ISP) are not included or covered. Please contact your internet service provider regarding data charges.

TVNZ Ondemand App Compatibility

What products is the TVNZ Ondemand App compatible with?

The TVNZ Ondemand App is available on all 2011 and 2012 model Samsung Smart TVs and certain Smart Blu-ray Players and Smart Blu-ray Home Theatre Systems which feature SmartHub.

Please refer to the Supported Product list that shows compatibility of devices with the TVNZ Ondemand App.

TVNZ Ondemand: Getting Started Quick Guide

How do I use SmartHub to start enjoying TVNZ Ondemand?

STEP ONE: Check if your device is compatible.

Click here to find out if your TV / AV product is compatible with the TVNZ Ondemand App.

STEP TWO: Ensure your device is connected to the internet

A broadband connection is required to enjoy TVNZ Ondemand.

Click here to learn how to connect to the internet.

STEP THREE: Enter SmartHub to search and download the TVNZ Ondemand App from the App store.

Click on the SmartHub or Smart button on the TV remote control to bring up the Samsung SmartHub screen.

Go to the App Store by selecting "Samsung Apps".

Locate the TVNZ Ondemand App under What's New or Video sections. Click to begin download.

Once the TVNZ Ondemand App is downloaded the TVNZ App icon will appear on your SmartHub screen.

Click here to learn how to download the TVNZ Ondemand App from the Samsung App store on your TV and AV device.

STEP FOUR: Find and watch a TVNZ Ondemand programme.

Using the arrows on your TV remote, find the programme you want to watch and press "enter". The selected programme will begin to play.

How do I connect to the Internet?

There are two ways of connecting the TV / AV device to the internet.

1. Wired Network Connection

Your TV /AV device will have a LAN or network port on the rear panel of the device.

STEP ONE: Connect a LAN or network cable from your home modem or router to the LAN port on your TV / AV device.

STEP TWO: Using your TV remote control, select Menu → Network → Network Settings.

STEP THREE: Select Start → Wired → Next. Your TV/AV device will automatically detect your home's broadband connection and configure itself.

Troubleshooting: If the TV is unable to detect a connection:

• Check the integrity of the cable connection between your home modem and the port on your TV / AV device.
• Ensure that the modem or router is switched on
• Ensure that the modem or router is switched on

Ensure that the modem or router is correctly configured

2. Wireless Network Connection

Certain Samsung Smart TV and AV devices may support wireless connectivity, allowing your device to connect to your home's wireless network without needing a LAN or network cable.

To find out if your device supports wireless LAN, click here.

For Samsung Smart TV / AV devices that feature built-in wireless

STEP ONE: Using your TV remote control, select Menu → Network → Network Settings

STEP TWO: Select Start → Wireless (General) → Next.
The TV device will automatically detect your home's wireless network.

STEP THREE: Choose your home's wireless network from the list of options provided

STEP FOUR: Enter your network's security key or password and click next. The TV device will begin connecting to your home wireless network.

Troubleshooting: If the TV is unable to detect your home's wireless connection or if the security key is incorrect:

• Ensure that the wireless modem or router is switched on
• Ensure that the modem or router is correctly configured

For Samsung Smart TV / AV devices that support the optional Samsung USB Wireless LAN adapter (model WIS09 or WIS12)

Certain Samsung Smart TV / AV devices support wireless connectivity by using a Samsung Wireless LAN adapter that allows your device to connect to your home's wireless network without needing a LAN or network cable.

To find out if your TV / AV device supports the Samsung Wireless LAN adapter, click here.

STEP ONE: Connect the Samsung Wireless LAN adapter to the USB input on your TV / AV device.

STEP TWO: Using your TV remote control, select Menu → Network → Network Settings

STEP THREE: Select Start → Wireless (General) → Next.
Your TV / AV device will automatically detect your home's wireless network.

STEP FOUR: Choose your home's wireless network from the list of options provided.

STEP FIVE: Enter your network's security key or password and click next. Your device will begin connecting to your home wireless network.

Troubleshooting: If your device is unable to detect your home's wireless connection or if the security key is incorrect:

• Ensure that the wireless modem or router is switched on
• Ensure that the modem or router is correctly configured

How do I check if my TV / AV device is correctly connected to the internet?

It's easy. Using your TV remote control select Menu → Network → Network Status.

Your TV / AV device will identify if it is correctly connected to your home's network or if there is a problem.

How do I download the TVNZ Ondemand App?

To access TVNZ Ondemand ensure your TV / AV device is connected to the Internet.

STEP ONE: Press the Smart or SmartHub button on your remote control.

STEP TWO: Go to the Samsung App store located in the SmartHub.

STEP THREE: Look for the TVNZ Ondemand App located in the What's New or Video section of the App Store.

STEP FOUR: Click Install and let the installation process begin. Once completed, the TVNZ Ondemand App icon will appear on the main SmartHub screen. Simply click on it and start enjoying TVNZ Ondemand.

Performance and Troubleshooting

How do I get the best streaming performance when watching a TVNZ Ondemand programme?

Your TV's streaming performance is dependent on your internet connection. We recommend your compatible device has a minimum connection speed of 1.5Mbps.

The number of devices you have connected to your internet connection may also affect the speed of your broadband service. For optimal streaming performance make sure you have closed any other internet connected devices or applications that may be using up your internet bandwidth. The quality of your broadband service may also vary at different times of the day which is internet service provider dependent.

Can I watch TVNZ Ondemand shows offline?

No. TVNZ Ondemand is a video ondemand service and as such your TV / AV device must be connected to a broadband internet connection to enjoy content.

When I try and watch a programme nothing happens?

Check the speed of your internet connection as you may need to allow a few minutes for your program to buffer before it starts playing. If your internet connection is fast, the buffering time may be reduced. Buffering is when your device loads enough of the content in advance so you can enjoy playback continuously.

The picture is fuzzy when I watch certain programmes.

Check the speed of your internet connection as the quality of the picture will improve with faster internet connections. In addition, check the picture settings are correctly set on your TV. If the picture is dark, increase the brightness or contrast settings accordingly. If the picture is blurry, check the sharpness setting.

The sound is weak when I watch the program

Check that the audio setting is correctly set on your TV and that the volume is increased. If you are still experiencing problems, please contact our Samsung Care Team.

TVNZ Ondemand App is not working – I receive a 1002 error code

If you have downloaded the TVNZ Ondemand App but are finding that videos don't play after the advertisement (you might get a message saying " Error (Code: 1002) The video connection has timed out") you may need to update the latest firmware version on your Smart TV / AV device.

To update your software:

STEP ONE: Exit SmartHub.

STEP TWO: Press the 'Menu' button on your TV remote.

STEP THREE: Select 'Support'.

STEP FOUR: Select 'Software Update'.

STEP FIVE: Select 'Online'.

STEP SIX: Follow any further on-screen instructions.

When your software has successfully updated:

STEP ONE: Enter SmartHub.

STEP TWO: Open the TVNZ Ondemand App.
Please note you may find that you need to download the TVNZ Ondemand App again from the Samsung App store after updating your software.

STEP THREE: Check that videos now play successfully.

Alternatively, if your television can not update online please contact our Samsung Care Team on 0800 726 786 or follow these instructions:

STEP ONE: Go to www.samsung.com/nz in your web browser of your computer (If you are using a mac please contact our Samsung Care Team on 0800 726 786).

STEP TWO: In the right hand search box enter the full model code of your television.

STEP THREE: A menu of options for your model will appear. Choose “Firmware”.

STEP FOUR: Click on the Firmware download button and follow the instructions to download.

STEP FIVE: You will then need to load this file to a blank USB drive to update to your TV.

STEP SIX: Connect the USB drive to your television and follow the steps above in the “To update your software” section,except at step 5 choose “By USB”.

STEP SEVEN: Follow the onscreen instructions. Once updated your TV will turn off and back on.

STEP EIGHT: Alternatively, please contact our Samsung Care Team on 0800 726 786 for further assistance.