CTV News | CTV News Video Frequently Asked Questions

CTV News 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?

CTVNews.ca supports the following desktop platforms:

Windows desktop, tablets, and smartphones running version 8.1

Mac desktop running OS 10.6+ (Snow Leopard)

Internet browsers: IE11+ on a Windows 8.1+ computer, Firefox 52+, Chrome 58+, Edge 14+, Safari for Mac 10.6+

The CTV News mobile web experience and CTV News App supports the following mobile devices and connected platforms:

iPad, iPod and iPhone running iOS 8.0+ with AirPlay

Android tablets and smartphones running version 4.0+

Apple TV 4+, OS version 9.0+

 

How do I access CTV News videos?

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. To access authenticated live and archival content (displaying lock icon), you will need a username and password for your account from a participating television service provider.

 

What does the lock symbol mean?

The lock symbol means you must be signed in with your television service credentials to view because this is authenticated content.

 

Who can I contact if I have a video question?

CTVNewsApp@bellmedia.ca 

 

Can I access authenticated CTV News from any device?

Access to authenticated CTV News content is supported on iPhone, iPad, Android Apple TV and web-connected desktop and laptop computers.

 

Can I watch content without signing into an account?

No sign-in is required for viewing our digital-exclusive live channels, LIVE1-4. CTV News Channel LIVE programming will require you to sign in. Some archived video also requires a login. A lock icon indicates that you must sign in.

 

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 on our digital-exclusive live channels, LIVE1-4.

 

Can I watch CTV News authenticated content outside of Canada?

Yes. If you are physically outside Canada, CTV News authenticated content will be available to you when using your username and password for your account with a television service provider. Non-authenticated video content (no locked icon) does not require a username or password is also available outside Canada.

 

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.

 

Are videos available in closed caption?

CTV News Channel is available with captioning. The digital exclusive LIVE channels are not at this time.

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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 Newson 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/appletv on 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

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SIGNING IN AND 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.

• Bell TV: 1-888-759-3474 or mybell.bell.ca/Registration

• Bell Aliant FibreOp: 1-866-FIBREOP (1-866-342-7367) or bellaliant.net/myaccount

• Shaw: 1-800-472-2222or shaw.custhelp.com/app/ask

• Eastlink: 1-888-345-1111 (24/7) or Live Chat or email can be launched - http://www.eastlink.ca/about/contact.aspx

• NorthernTel: 1-866-FIBREOP (1-866-342-7367) or fibreop.ca/myaccount

• Telus: Alberta or British Columbia residents: 310-6988 or telus.com/gethelp

• Cogeco: 1-855-701-4881

• Rogers: 1-888-764-3771

• Source Cable: 1-866-785-7851 or techsupport@sourcecable.net

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:

• Bell TV: 1-888-759-3474 or mybell.bell.ca/Registration

• Bell Aliant FibreOp: 1-866-FIBREOP (1-866-342-7367) or bellaliant.net/myaccount

• Shaw: 1-800-472-2222or shaw.custhelp.com/app/ask

• Eastlink: 1-888-345-1111 (24/7) or Live Chat or email can be launched - http://www.eastlink.ca/about/contact.aspx

• NorthernTel: 1-866-FIBREOP (1-866-342-7367) or fibreop.ca/myaccount

• Telus: Alberta or British Columbia residents: 310-6988 or telus.com/gethelp

• Cogeco: 1-855-701-4881

• Rogers: 1-888-764-3771

• Source Cable: 1-866-785-7851 or techsupport@sourcecable.net

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 authenticated CTV News video. CTV News does not store that information.

 

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

You can only access the live and archival content featured by signing in with the username and password from your television service provider.

 

How much does it cost?

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

 

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

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

 

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 authenticated content.

 

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

Authenticated CTV News 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 partner. If they are, simply log in with the username and password from your new provider.

 

How do you stream your video content?

CTV News 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.

 

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

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.

 

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?

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 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 will never know that information.

 

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

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

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TECHNICAL / TROUBLESHOOTING

 

How do I disable private browser viewing?

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

- Tap the “tabs” button in the bottom right corner (handset) or upper right corner (tablet) of your Mobile browser.

- You will now see a “private” button that is white, tap it.

- 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 in order to access CTV News on my computer?

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.

• Chrome: http://www.google.com/chrome , the select “Download Now’ button

• FireFox: https://www.mozilla.org/en-US/firefox/new/ then select the “Download a Fresh Copy” link.

• Internet Explorer: http://windows.microsoft.com/en-us/windows/downloads then select the “Get Internet Explorer” button

• Safari: https://support.apple.com/downloads/safari

 

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.

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