Frequently Asked Questions MENU
Video Frequently Asked Questions

How do I watch a video on TENplay?

There are several options when it comes to locating your favourite show. There are often links from the tenplay Homepage that go straight to your favourite show site, keep an eye out there. If you can’t find your show or episode on the homepage, check out our Browse Shows page or simply type the name of your show into the search box located in the top right hand corner of the tenplay website.


Please note that due to rights restrictions, video on tenplay is not available for viewing from outside of Australia. In the case of the live news and live broadcasts, you are only be able to watch a live stream as you would in the the area you are currently in. For example, if you live in Brisbane but are staying in Perth, you would only have access to the Perth live feed because of the time difference.

How should I watch TENplay for best viewing?

tenplay is best experienced in the following ways:

On the web:

Internet Explorer version 11 or above

Firefox version 30 and up

Chrome version 40 and up

Safari version 8 and up

The tenplay iOS app:

iPhone 5 or 6 on iOS 7 and up

iPhone 4 and iPhone 4S using the iOS 6 operating system. We have noticed some speed issues with iOs 7 on the iPhone 4, due to unique way that iOS 7 functions.  Before upgrading your operating system to iOS 7, please consider how upgrading will affect your device. There is more information on how iOS 7 will affect your device in this article here.

I can't see any episodes to watch for my show

Unfortunately we do not always have rights to play all of Network Ten shows online. You will be able to tell if we have rights to your show if you visit a show page and can select the 'Episodes' button. Here you should see a selection of episodes to watch.

Often when we do have rights to a certain show there is a time limit allocated for how long we are able to keep it on playback. Commonly this is for 14 or 28 days from the time a show airs.


Are closed captions available on tenplay video?

Closed captions are not currently a feature on the tenplay site.


How do I live stream shows?

We Live Stream several of our shows each day including the Studio 10, The Project, TEN Eyewitness News and many sporting events like the Formula 1 and Moto GP. Go to the Watch LIVE page to see a full live streaming schedule and to stream your favourite shows. Live streaming is only possible at the time that the live show is broadcast. 

The live stream cannot be viewed outside of those times and will only be available for the area in which you are located, just like you are watching the broadcast on TV. Unfortunately at this time, you cannot watch another state's broadcast if you are not physically in the area.

Live streaming can be accessed at the Watch LIVE page or via the tenplay app (Open the tenplay app. The second item on the homescreen will be the available Live Stream. Tap through to the video.) 



Video Troubleshooting Guide

There are some common issues with viewing videos on the tenplay site. 

Keep in mind that the many of our videos are only online for 30 days after they have first been broadcast on TEN, ONE or ELEVEN. We think the best way to stay up-to-date with what’s coming and going on tenplay is to add video to your personal playlist or “Track” your favourite shows. That way, when video is going to expire, we’ll send you an email or a push notification (if have the tenplay app) to let you know that it’s your last chance to watch.


It’s also worth noting that we do not have the rights to play the full selection of our shows on IPTV and Xbox, so it's best to use a web browser on your PC, tablet or phone, or download the app to see the full list of our shows.


What web browser are you using?

We advise users to use either Firefox, Chrome or Safari - What browser am I using?. Internet Explorer is supported but has known limitations. 

Please try clearing your browser cache. To clear your browser cache:

Internet Explorer, click CTRL + F5

Firefox, click CTRL + SHIFT + R on Windows, or COMMAND + SHIFT + R on Mac OS.


Safari, click ALT + CMD + E
 

Are you using Ad Block software on your browser?

tenplay is not compatible with any ad blocking software. Having this software installed in your browser may cause tenplay video to break. Scroll down to find out how to disable ad blocker


Please try playing the video on a different computer

If the issue is isolated to one computer and other users on the same or a different network are not seeing the issue, the problem could be in your computer's configuration. Please try updating your Flash player version and browser.
 

I can hear audio but I am unable to see any video?

This is a common issue with unsupported browsers, in particular Internet Explorer 9 and under. Please update your browser with the latest version. Also, please make sure your internet speed is fast enough. If you do not have fast enough wifi or broadband you will not be able to view the video.
 

Are you using a VPN or Proxy?

If so, this will cause the video to break. Please disable.

 

Are you using a work computer or laptop?

You may be logging into a VPN. Please disable. You may refer to Control Panel\Network and Internet\Network Connections to check if there are any VPN connections. Please also check if you have any third party VPN software installed.

 

Do you have a region assigned to your IP address? 


Go to: Whatismyipaddress.com

Copy your IP Address from this site

Enter your IP address into: http://www.maxmind.com/en/geoip_demo and click submit


If you do not see a region/city assigned to your IP Address Location, please read the following instructions: 


i)  This issue can also be in relation to a certain ISP, or for those using wireless internet dongles.

ii) You may find turning your router off and on again may resolve this.

iii) You can phone your ISP and mention that you are having trouble viewing videos on our site iv) because the IP address does not have a state listed. They may be able to rectify this issue. 


Still having issues?

If you're still experiencing issues, please email us at contactus@networkten.com.au with the following information so we can liaise closer with our Technical team.
We will require the following to help you further:


- A detailed description of the issue

- What is the exact video/page you are experiencing issues with? Please provide links or screenshots. (If you've not taken a screenshot before, this article has instructions.


- What time of the day are you experiencing the issue?

- What type of device are you using? (PC, Mac computer, iPad 3, Android phone etc)

- What browser are you using and what version is it? (eg Internet Explorer, Version 9). You can find out how to see what browser version you are using here.


- If on a mobile or tablet device, please tell us your device’s operating system eg. iPhone 4, iOS7.

- What internet connection you have (3G with Optus, iinet ADSL 2+ etc)

- Your IP Address (this can be found by opening a browser and navigating to http://whatismyip.com

- What suburb and state are you located in?


How do I find what version of my web browser I am using?

In order to troubleshoot issues with our site, we need to know the exact version of which browser you’re using, because there are many versions of each web browser. Generally you will find this in in the “ABOUT” information. Below explains how to find your browser version for common web browsers. 

Internet Explorer

Head to the question mark (?) or cog icon and select the dropdown. Find the option that says ‘About Internet Explorer’.


Check Internet Explorer version
 

After selecting ‘About Internet Explorer’, a notification will tell you the Version number.  

Firefox

Go to the Help menu and select ‘About Firefox’.


Firefox browser version


After selecting ‘About Firefox’, a notification will tell you the Version number.


Firefox browser version

Google Chrome

Select the Toolbar icon in the corner, then select ‘About Google Chrome’.

Chrome browser version
 


After selecting ‘About Google Chrome’, a notification will tell you the Version number.


Chrome browser version
 


Safari

Select the cog / setting icon in the top right hand corner, then select ‘About Safari’.


Safari browser version

  After selecting ‘About Safari’, a notification will tell you the Version number.

Safari browser version



How do I disable ad blocker?

GOOGLE CHROME

Click the Chrome Menu icon from the browser toolbar.Highlight the Tools menu, then click Extensions from the sub-menu.
Click the Trash icon that appears next to the Adblock Plus entry.
Click Remove once the confirmation message appears to effectively uninstall Adblock Plus from your Web browser.

FIREFOX

Open up your Firefox browser.
Click on Tools and then select Add-ons.
Click Extensions from the left-hand pane.
Find Adblock on the list of extensions.
Select Disable to temporarily disable AdBlock.

SAFARI

Open up your Safari browser.
Click on Safari located in the menu bar of your browser and select Preferences. The Preferences window will be displayed.
Click on the Extensions button. A list of all extensions you have installed to Safari will appear.
Navigate to and click on AdBlock in the list of extensions in the left pane.
Toggle the On button to Off in the Preferences window. AdBlock will then be temporarily disabled, until you decide you want the extension re-enabled.

INTERNET EXPLORER

Open up your Internet Explorer.
Click the gear icon to open Settings.
Select the Manage Add-ons option on the drop-down list.
Click the Toolbars and Extensions link in the left navigation pane.
Right-click the AdBlock add-on name in the list, then click the Disable button.
Click the Disable button in the confirmation window to disable the Adblock add-on.




Live Streaming Trouble Shooting Guide

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:


1) Determine your IP address by heading to http://www.whatsmyip.org/
2) Once you have you  IP address enter it into http://www.maxmind.com/app/locate_demo_ip or similar IP Look Up services.


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.   


Still having issues?

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.

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