CTV News | CTV News GO Frequently Asked Questions

CTV News GO Frequently Asked Questions

General video troubleshooting

Video isn't working in Internet Explorer

As Microsoft officially ended support for Internet Explorer in 2016, video playback for some users will not play. If you're able to, we recommend watching Chrome, Firefox, Edge or Safari.

What browsers are supported for video playback?

The CTV News video player is supported in the following browsers/operating systems. If you're running an older version, we recommend updating to one of the supported versions for optimal playback performance.The (CTV News | CP24) video player is supported in the following browsers/operating systems. If you're running an older version, we recommend updating to one of the supported versions for optimal playback performance.

Desktop:

  • Chrome: Versions 58+
  • Firefox: Versions 52+
  • Internet Explorer: 11+
  • MS Edge: 14+
  • Safari: 10+


Mobile Devices:

  • iPhone 5s+ & higher | Browser: Safari | Operating System: iOS 9+
  • iPad 2+ & higher | Browser: Safari | Operating System: iOS 9+
  • Any running Android 4.0+ | Browser: Chrome | Operating System: Android 4.0+

Why am I seeing nothing but a black screen when attempting to view video?

The CTV News video player does not work in some older operating systems or browser versions. If you're running an older version, we recommend updating to one of the supported versions for optimal playback performance.

 

Desktop:

  • Chrome: Versions 58+
  • Firefox: Versions 52+
  • Internet Explorer: 11+
  • MS Edge: 14+
  • Safari: 10+


Mobile Devices:

  • iPhone 5s+ & higher | Browser: Safari | Operating System: iOS 9+
  • iPad 2+ & higher | Browser: Safari | Operating System: iOS 9+
  • Any running Android 4.0+ | Browser: Chrome | Operating System: Android 4.0+

What is CTV News GO?

  • CTV NEWS GO is a video service allowing you to enjoy your favourite CTV News content - live and on-demand - on multiple devices, including iPhone, iPad and Android devices and your desktop or laptop computer.

How do I access CTV News GO?

  • CTV News GO is all about video. To access live and archival content, you will need a username and password for your account from a participating television service provider. To access news clips and recent news programs, no login is required. The articles on our website can also be accessed at any time without a login.

I'm getting a 'Concurrency' error message when viewing video in the iPhone/iPad app.

If you encounter a “Concurrency” error when attempting to play video content on the CTV News iOS app, please ensure that your device has Location Services turned on (Settings -> Privacy -> Location Services), and that within the Location Services menu, CTV News GO is set to “Always”.

Some CTV News Content may only be viewed inside of Canada because of rights restrictions, and the app therefore requires access to your device’s location to allow viewing.

If you do not wish to activate Location Services, you can watch by clicking the local section on CTV News Mobile: http://ow.ly/PKUkQ

I am using a Chrome browser and cannot view video. What should I do?

  • You may have received an error message that a plug-in has crashed or stopped. This will likely require a change to a plug-in that the Chrome browser loads by default with each new version. To do so follow the steps provided here: https://support.google.com/chrome/answer/108086?hl=en

Who can I contact if I have a question?

Can I access CTV News GO from any device?

  • Access to CTV News GO content is supported on iPhone, iPad, Android and web-connected desktop and laptop computers.  The service is currently not available on BlackBerry.

Can I watch content without signing into an account?

  • Most CTV News content can be watched without signing in. No sign-in is required for news clips and recent news programs and written articles. Live and archival, full-length CTV News programming will require you to sign in. A lock icon indicates that you must sign in.

What does the lock mean?

  • The lock means you must be signed in to view this content.

Can I watch live TV?

  • Yes, if you have a TV subscription with a participating TV service provider. Clicking on one of our  "Watch Live" buttons allows you to watch the channel as you would on a television. This feature is available if you are subscribed to that channel with your television service provider. Some live news content is available without a TV subscription. This live video is only available on digital screens and not on television. For example, CTV News often offers press conferences and live video feeds from important news events.

Can I watch CTV News GO content outside of Canada?

  • Yes. If you are physically outside Canada, CTV News GO content will be available to you using your username and password for your account with a television service provider. Video content that is open and does not require a username or password is also available outside Canada.

Apple TV

How do I find the CTV News app on my Apple TV?

Go to the App store on your Apple TV, and select CTV News to download it to your device. Make sure your country region is set to Canada, to access the Canadian store.

What Apple TV devices is CTV NEWS supported on?

CTV NEWS is supported on Apple TV 4+, OS Version of 9.0+.

How do I sign in and activate CTV NEWS on my Apple TV?

  • Launch the CTV News app and either play one of the live streams or select Sign In from the navigation bar.
  • Go to www.CTVNews.ca/appletvon a web browser
  • Enter the activation code displayed on your television
  • You will be given the option to sign in if you are an existing subscriber.
  • Please select sign in
  • Enter your credentials
  • Once completed successfully, you should see a 'Success!' message on your browser.
  • Return to your television and you are ready to start streaming video

I have questions about my Apple TV. Where can I get help?

For general questions or help with your  Apple TV, please visit https://support.apple.com/apple-tv


Signing In & Activation

I am having problems signing in. Who can help me?

For problems signing in, you will need to contact your TV service provider, depending on how you subscribed to CTV News.

I forgot my login information. What can I do?

Don’t worry, it happens to the best of us.

Please contact your TV Service provider using the contact information below:


Technical & Troubleshooting

How do I disable private browser viewing?


The following steps indicate how to disable the private browser setting on your device:

  1. Tap the “tabs” button in the bottom right corner (handset) or upper right corner (tablet) of your Mobile browser.
  2. You will now see a “private” button that is white, tap it.
  3. Restart your activation/ sign in process.

 

You will be able to switch back to private browsing after the activation is complete.

Will streaming content on CTV NEWS use my cellular data plan?

Use of the CTV NEWS app on your mobile device via Wi-Fi will count against your Internet data plan when used at home, but not your cellular data plan. If you are using a free Wi-Fi network outside the home, the service will not count to your home Internet data plan or cellular data plan. If you stream content using cellular data, it will count towards your mobile data plan.

Will streaming content on CTV NEWS consume my monthly Internet bandwidth allocation?

Watching CTV NEWS on any device connected to your home network or Wi-Fi will consume bandwidth, similar to other streaming services.

How much bandwidth will I use while streaming video on CTV NEWS?

This will depend on the device you are accessing CTV NEWS with.  If on a mobile device, then it can range from 0.2GB to 0.9 GB per hour.  

Will CTV NEWS use my personal information/data?

CTV NEWS will never compromise or share personal information received from our customers. Any tracking for measurement purposes is done at an aggregate level and not at an individual one.

 Any and all use of customer information will comply with our Privacy Policy, which can be accessed at http://support.bell.ca/Billing-and-Accounts/Security_and_privacy/How_does_Bell_respect_my_privacy.

What are the system requirements to access CTV NEWS from my computer?

For the best video viewing experience you should have a high speed Internet connection. The speed of your connection will determine the quality of the video, and how quickly your episode will begins playing on your computer.

 If you are a Windows user, CTV NEWS requires you to have a least Windows XP with Service Pack 2. If you are a Mac user, you must have Mac OS 10.6 or better.

Do I need to disable my anti-virus software or any firewalls?

CTV NEWS operates using commonly accessible web protocols (HTTP, HTTPS) on standard ports for which most firewalls will allow access. If you have custom security in place, it may affect the ability of CTV NEWS to properly function. If you have installed a firewall at home, simply accept the request from your firewall asking if it’s okay to access CTV NEWS. To make CTV NEWS an exception to your computer’s firewall, go to your Internet service provider’s online Help section and follow the instructions. For firewalls at work, you will need to contact your company’s Information Technology department.

Do I need to adjust any web browser security settings on my computer to watch CTV NEWS?

When you log in, you are logging in with your TV Service Provider username and password, and because we don't ever see your username or password, to watch CTV NEWS, your browser must enable "Third Party Cookies," and must have the ability to use secure connections. Other than that, standard browser settings will work fine. The following links will provide more details:
Remove third party cookies on Firefox
Remove third party cookies on Chrome
Remove third party cookies on Internet Explorer
Remove third party cookies on Safari 

Do I need a specific web browser to access CTV NEWS?

CTV NEWS will work on the most up-to-date versions of Internet Explorer, FireFox, Chrome, Safari and Edge.

 Steps to download:

Visit the browser’s home page that you want to update.

Do I need to enable cookies in order to watch CTV NEWS?

Yes you do. CTV NEWS requires third-party cookies in order to confirm your subscription through a third-party service that validates this with your TV service provider. CTV NEWS does not have access to your username and password that is shared with the TV service provider. The information stored in this third-party cookie is a unique identifier that is used by CTV NEWS to communicate with this third-party authentication system.

I’m unable to access the sign in page. What should I do?

On the web, the sign in page is available by clicking the “Sign In” button on the live page (https://www.CTV News.ca/live). In apps, it is accessed through the menu at the top left of the screen, then scroll until you reach settings. If you continue to experience difficulty, most errors can be cleared by both closing all browser windows or hard-closing the app and then re-starting it.

To hard-close the app on an iOS device, press the Home button twice, then swipe upwards on the app to close it.

On Android, use the Android menu button on the bottom of the screen and swipe the app away to close it. 

On Windows 8.1, press the device back arrow button on the bottom of the screen and swipe the app down to close it.

I’m unable to download or install the application. What should I do?

The app is available through the Canadian Google PlayTM store,  the Canadian App StoreSM on iOS, Xbox One marketplace, Windows Store and the Samsung Smart Hub on TVs and Blu Ray players from 2013-2017.  Make sure you are in the Canadian version of the If you are still having difficulty with downloading the app, please contact Google, Apple Help, Windows Help or Samsung Info for further assistance.

I’m unable to access the website. What should I do?

Check that your browser has a working Internet connection by browsing a website that you frequently use. If you are able to visit other websites but not CTV News, check that you have the correct address (www.CTVNews.ca). If the site is temporarily unavailable, please check back later.

I do not see a device activation code, what should I do?

If you do not see a device activation code, please select the 'Cancel' button and try again.

The player functions aren’t working. What should I do?

You can try refreshing your browser, or if in an app, hard-close the app and try again.

I’ve downloaded the app but it won’t open or it keeps crashing. What should I do?

There may be something wrong with the installation on your device. Please uninstall the app completely, then install it again.