CTV News | CTV News GO Frequently Asked Questions

CTV News GO Frequently Asked Questions

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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 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

I do not know my username and password to my television service provider. Where can I find it?

  • Please contact your television service provider directly to ask how you can access CTV News GO. The CTV News GO system does not store that information.

Can I sign up through CTV News and create a username and password to view CTV NEWS GO content?

  • You can only access the live and archival content featured as part of CTV News GO by signing in with the username and password from your television service provider.

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.

How much does it cost?

  • There is no additional cost to stream CTV News GO content as long as you subscribe to a participating television service provider and the channel is included in your subscription package.

Will streaming TV shows use my cellular data plan (3G / 4G / LTE)?

  • If you are not connected to the internet or Wi-Fi, streaming video will use your data plan.

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.

What happens to my existing live stream subscription?

  • The existing live stream subscription service is no longer available.

Why isn't my television service provider on the list?

  • CTV News GO is available to all television service providers. Please check back soon to see if your television service provider has chosen to provide CTV News GO. To help speed up the process, you can contact your service provider to encourage them to partner with CTV News GO.

My provider is listed but it says I don't subscribe to the correct channel.

  • A subscription to the channel through your television service provider is required in order to view its content. Please contact your service provider to add this channel to your subscription package to ensure the best experience.

I don't subscribe to any television service provider, what should I do?

  • A subscription to the channel from a television service provider is required to view its content. You can order home television services from any service provider that enables access to CTV News GO content.

How many people in my household can log in at the same time?

  • CTV News GO can be accessed by to up to four concurrent viewers across all devices.

What if I change my television service provider?

  • First, check that your new TV service provider is a CTV News GO partner. If they are, simply log in with the username and password from your new provider.

Can I watch all local newscasts across Canada?

  • Select local markets will have all of their programming available live or on-demand. Additional markets will be rolled out in the future.

What shows are available to watch online?

  • CTV News has a wide-range of video content including short clips, full newscasts, live events, live streaming, and video content exclusive to digital platforms.

When do full episodes become available for viewing?

  • CTV News programming will be available shortly after the show airs on TV.

Can I share clips from the CTV News GO with my friends?

  • You can share clips to Facebook, Twitter and other social networks by using the share tools provided.

How do you stream your video content?

  • CTV News GO delivers content via adaptive streaming. This means that the stream is constantly adjusting to deliver the best quality playback based on your available bandwidth. We currently deliver content at bitrates between 400 and 2048kbps.

Are videos available in closed caption?

  • Closed captioning is available on most, but not all videos. This is a priority for us and we appreciate your patience while we work to add support for these features.

Can I watch Video on my Mobile Phone / Tablet?

  • Yes, CTV News GO is available for iOS, Android and mobile web. You can visit either of those app stores for viewing content on mobile phones / tablet. Visit our mobile website at ctvnews.ca/mobile.

Will I be able to download or save videos?

  • Videos cannot be downloaded or saved to your computer, but you can watch the video as many times as you like.

Why is the video stuttering / pausing / starting / stopping when I play it back?

  • If this error persists, try stopping or pause the video and then resuming playback. It is also possible that you are running other applications on your computer that may interrupt the video playback. If you have other programs running, try shutting some of them down.

Will the video play while my Ad Blocking Software is activated?

  • You may have unpredictable playback when using ad-blocking software or browser plugins. We recommend turning off any unnecessary software or plugins that may affect your experience.

What are the minimum system requirements to view CTV News GO on my computer or device?

  •  Windows
    System: Microsoft Windows XP+
    • Microsoft Internet Explorer 8+
    • Latest version of Firefox is recommended
    • Latest version of Chrome is recommended

    System: Mac OSX 10.8+
    • Latest version of Safari is recommended
    • Latest version of Firefox is recommended
    • Latest version of Chrome is recommended
  • CTV News GO App (iOS)
    iOS5+ compatible device (iPad, iPhone, iPod Touch)
  • CTV News GO App (Android)
    Android v.2.3, v4+ (Android 3.X not currently supported)

How fast does my Internet Connection have to be to use CTV News GO?

  • For a quality viewing experience, we recommend an average connection of 2mbps or higher. However, we deliver our content using adaptive bit rate which should optimize based on whatever connection speed you have. Lower connection speeds may experience some video-quality and performance lag.

Can I watch the videos in full-screen?

  • You sure can! Simply click on the full-screen icon beside the player's volume control. To exit full-screen mode, simply press ESC and you'll return to the standard-screen mode.  

My login keeps failing what should I do?

  • There are several reasons this might occur. Try the following:
    • Log in again (enter your username and password). Your session may have expired.
    • Clear the cookies from your device.
    • Check your security settings and enable 3rd party cookies.

    If the options above fail to resolve the issue, please contact your television service provider to inquire.

Do I have to log in every time I use CTV News GO?

  • No. When you log in the first time, the system will keep you logged in for 30 days. After 30 days, you will be prompted to log in again. However, if you clear your cookies / cache, you may be prompted to login again. You do need to log in on each device, once every 30 days.

Will CTV News GO keep a copy of my login credentials?

  • No. The username and password screen is the same experience as if you were on the website of your television service provider. Since the details are encrypted, CTV News GO will never know that information.

Can I log in from my friend's computer / device?

  • Yes, you are able to access CTV News GO through any personal computer or device that is supported. To login, just go to the video sign-in option to begin viewing.

How do I enable 3rd party cookies?

  • Below will show you how to enable 3rd party cookies for the best CTV News GO experience:

    Internet Explorer on Windows:
    1. Click the "Tools" menu
    2. Click "Internet Options"
    3. Select the "Privacy" tab
    4. Click "Advanced"
    5. Select "Override automatic cookie handling"
    6. Select the "Accept" button under "Third-party Cookies" and click "OK"

    Firefox on Windows & Apple OS:
    1. Click the "Tools" menu
    2. Click "Options..."
    3. Select the "Privacy" menu
    4. Under History, select "Use custom settings for history"
    5. Checkmark "Accept cookies from site"'
    6. Ensure "Accept third-party cookies" is selected

    Safari on Windows:
    1. Click on the Safari menu
    2. Select Preferences
    3. Click the Privacy tab
    4. Under "Block cookies" select "From a third parties and advertisers"

    Safari on Apple OS:
    1. Click the "Safari" menu
    2. Click "Preferences..."
    3. Click the "Security" menu
    4. For "Accept cookies" select "Always"

    Google Chrome on Windows
    1. Select the Chrome menu icon from the menu toolbar
    2. Select "Settings"
    3. Under "Privacy" select "Content Settings"
    4. Under "Cookies" select "Allow local data to be set"

    Google Chrome on Apple OS:
    1. Select the Chrome menu icon from the menu toolbar
    2. Click on Advanced settings
    3. Select "Settings"
    4. Under "Privacy" select "Content Settings"
    5. Under "Cookies" select "Allow local data to be set"