There are some common issues when viewing the tenplay live streaming service. Before contacting us there are a number of steps you can take to resolve the issue.
Web - Perform a hard refresh. (ctrl + F5) This will clear your browser's cache. Ensure the latest version of Flash Player is installed. If you are still experiencing issues try opening the website within another Browser e.g. Chrome, Mozilla Firefox, Internet Explorer.
Mobile App - If using the TENplay app, please try closing the app completely and re-opening it. If you are still exerience difficulties you may have to clear your cache. Settings > Browser > Clear cookies and data.
Due to restrictions within our rights agreement we are required to geo-block our live streaming content. This means that people outside of Australia will not be able to view the stream, and the stream within Australia is dependent on your states broadcast of the content. Our video service relies on your IP address listing a location. Some Internet Service Providers (ISPs) may have not listed the location as part of your IP address.
To see if this could be an issue for you, please:
If there is no state listed in the results, we may be unable to serve you video. Resolving this will greatly depend on your own internet configuration. If you have a dynamic IP connection, you may be able to fix this by turning your router off and on again. Alternatively you can contact your internet service provider and mention that you are having trouble viewing videos on our site because the IP address does not have a state listed.
If you're still experiencing issues after this, please email us at Contact Us with the following details so we can liaise closer with our Tech team to resolve the issue.
Still having issues?
We will require the following to help you further:1. Detailed description of the issue experienced
2. What your internet browser is (eg. Internet Explorer 10)
3. Your IP Address (this can be found by opening a browser and navigating to http://whatismyip.com)
4. Complete URL you are trying to access
5. Which company is your Internet Service Provider (eg. Optus)
6. Screenshots of the problem sent in via email (If you've not taken a screenshot before, this article has instructions.
7. Time of occurrence