Oct 8, 2014

TSN.ca Help Section - TSN GO

Learn about TSN GO

What is TSN GO?
TSN GO now gives you the ability to watch all five TSN feeds on multiple platforms at anytime, anywhere you are. Watch the biggest line-up of sports including NFL, MLB, NBA, CFL and many more, plus for the first time ever, catch TSN’s flagship SportsCentre on your desktop, laptop, iPhone, iPad, Android Smartphone or Samsung SmartTV. TSN Go also gives you access to breaking headlines from the world of sports as well as up-to-the minute scores and stats.

Can I watch programs on TSN GO with closed-captioning?
TSN GO programs can be viewed on your set-top box with closed-captions. This feature is coming soon for iOS, Android, and Web.

How much does it cost?
There is no cost to stream TSN GO content as long as you are a current subscriber to a participating television service provider and TSN/TSN2 is included in your subscription package.

Can I watch video content from the five TSN channels without signing into an account?
You can watch select sports highlights, news segments and program excerpts without being signed in to TSN GO. However in order to access a live stream of TSN or TSN2, you must be signed in

Can I watch programs on TSN GO in different languages?
TSN GO programming is available in English only.

My television provider is not listed, what can I do to get TSN GO offered?
TSN GO is currently available on Eastlink, TELUS Optik TV, Bell Fibe TV, Bell Satellite TV, Rogers, Bell Aliant FibreOP TV, SaskTel, Cable Cable, Gosfield North, Source Cable, NRTC, WTC, and Vmedia but we're in talks with all television service providers to get it in your hands. If your provider isn't listed, you can help by calling and letting them know you're interested.

Flash Video Issues

While trying to watch video on the website, I received an "Adobe Flash Player is out-of-date" message.

Follow the instructions to update to the latest version of Adobe Flash Player. https://get.adobe.com/flashplayer/

While trying to watch video on the website, I received a "Right Click to play Adobe Flash Player" or "Enable Adobe Flash Player" message.

Right click on the message within the video player and follow the steps to play video instantly. If that doesn't work or isn't available, follow the steps to enable Adobe Flash Player in your browser: https://helpx.adobe.com/flash-player.html

How do I enable Adobe Flash Player in my browser?

To watch video on our website Flash plugin must be enabled. Follow the directions here: https://helpx.adobe.com/flash-player.html

Why is Flash being disabled in my browser by default?

Browsers such as Google Chrome, Mozilla Firefox, Apple Safari are disabling flash by default. In the coming months, we will have a new solution that will not require Flash and will meet all new industry standards. The transition will be seamless to our customers and video will continue to work.

Signing In

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

Bell TV: 1.888.759.3474 or mybell.bell.ca/Registration
Telus: Alberta or British Columbia residents: 310.6988
Bell Aliant FibreOp: 1.866.FIBREOP (342.7367) or bellaliant.net/myaccount
Bell FibreOp: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
NorthernTel: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
Eastlink: 1.888.345.1111
Cable Cable:1-866-887-6434 or care@cablecable.net
Rogers: 1-888-764-3771
SaskTel: (1-800-727-5835) or sasktel.com/support
Source Cable: techsupport@sourcecable.net
Nexicom: 1.888.639.4266
NRTC: techhelp@nrtco.net.
WTC: 613-507-9000 or support@wtccommunications.ca
Vmedia: 1-855-333-8269 or support@vmedia.ca
Access Communications: 1.866.363.2225 or customer.care@myaccess.coop
Hay Communications: 1.888.831.4333
Mitchell Seaforth Cable TV: 1.226.302.2341
Tuckersmith Communications: 1.888.263.8225
Execulink: 1-866-706-1994
Tbaytel: 1-800-264-9501
MTS: 204-CALL-MTS [204-225-5687]
CCAP: 1-888-749-7125
Gosfield: 519-839-4734 or support@gosfieldtel.ca

I forgot my login information. What can I do?
Don't worry, it happens to the best of us. You can contact us at tsngo@bellmedia.ca but it will be faster if you contact your TV service provider at

Features

Which devices does TSN GO support?
TSN GO supports the following:

iPad, iPod and iPhone running iOS 7.1+
Mac: 10.6+: Browsers: Safari, Firefox and Chrome
Windows: IE9+, Firefox, Chrome
Samsung SmartTV and blu-ray players with Samsung Smart Hub: 2013 - 2015

TSN GO does not support access to live broadcast through web browsers on your mobile device. However, you can view all of the Video On Demand content on your mobile device.

What Samsung devices is TSN GO supported on?
TSN GO is supported on all Samsung 2013 and 2015 Smart TVs and blu-ray players with Samsung Smart Hub. If the TSN GO app isn`t already available in your app list, you can find it in the Canadian Samsung Smart Hub.

How do I get TSN GO on my Samsung Smart TV or blu-ray player?
Locate and download the TSN GO application from your Canadian Samsung Smart Hub store and follow the set up instructions. If you cannot find TSN GO or are experiencing issues with the Samsung Smart Hub store call Samsung support at 1-888-899-7609 or go to http://www.samsung.com/us/appstore/support.

How do I activate or associate TSN GO on a Samsung Smart TV or blu-ray player?

1) Download TSN GO from the app store or marketplace of your device.
2) Launch TSN GO on your device.
3) You will be provided with an activation code.
4) Go to www.tsngo.ca/samsung on your computer.
5) Enter the code displayed on your television (from step 3)
6) Sign in using your Television Service Provider username and password, as you usually sign in to TSN GO and wait for confirmation
7) You should see a 'Success!' message on your browser.
8) You are ready to start streaming video on the TSN GO Samsung Smart TV app!

I do not see a device activation code, what should I do?
If you do not see a device activation code, please select the 'Get New Code' button.

How can I watch TSN GO on my mobile device or tablet?
To watch TSN GO from your mobile device or tablet, simply download the TSN GO app from either the Canadian Apple App StoreSM or the Canadian Google PlayTM store.

Does TSN GO support AirPlay and Chromecast?
TSN GO does not support AirPlay at this time. Chromecast support is coming soon.

Does TSN GO have support for other devices?
We are constantly adding new platforms to TSN GO so that you can watch anyway you love watching TV. Check back in for regular updates.

Can I play video on TSN GO from more than one device at a time?
Yes, members of a household can stream TSN GO concurrently on up to four devices, and also watch content via the set-top box at the same time.

How many devices can be linked to one TSN GO account?
You may have up to five devices connected to your TSN GO account at any time.

Can I use TSN GO when travelling in Canada and the U.S.?
TSN GO can be used anywhere in Canada on your mobile device or computer. TSN GO is not available for use outside Canada.

Are programs available on TSN GO in HD?
Yes. TSN GO strives to offer users the best possible viewing experience. The video quality we deliver will depend on the content and your Internet connection and device. We'll automatically detect your connection speed and send you the highest quality stream your connection can support.

Technical - General

Why are certain programs unavailable on TSN Go?
Due to broadcast agreements, we do not own the rights to all events and programs we broadcast on all five TSN stations to stream on the Internet or mobile devices. Also, the length of time we can make programs available for streaming can vary, so your favorite program might only be available for a limited amount of time.

Why am I getting a "video playback error" on my iOS device or Android device?
This message will be displayed when you try to watch TSN GO video content on an iOS, Android that does not have an official release of the OS (operating system) software. TSN GO only supports official releases.. "Jailbroken" devices are not supported.

Will I have the option to select video quality so I can ensure I don't go over my monthly Internet bandwidth allocation?
No, TSN GO was designed for the best TV watching experience possible. It automatically detects your connection speed and sends you the highest quality stream your connection can support. If you have concerns about video streaming consuming your Internet bandwidth allocation, you have the option to use your set-top box.

Does TSN GO require subscribers to purchase any additional equipment?
TSN GO will be available as a free app on most iOS and Android devices, computers, Samsung SmartTVs,

Will streaming content on TSN GO use my cellular data plan?
Use of the TSN GO 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 TSN GO consume my monthly Internet bandwidth allocation?
Watching TSN GO 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 TSN GO?
Streaming video can generally use between 0.2 and 0.9 GB per hour of viewing.

Will TSN GO use my personal information/data?
TSN GO 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.

What are the system requirements to access TSN GO 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, TSN GO 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.

TSN GO requires the Adobe® Flash® Player to stream video content. If you do not have the proper version of the Adobe® Flash® Player installed on your computer you will be required to update it before being able to sign in or watch any video.

Do I need to disable my anti-virus software or any firewalls in order to access TSN GO on my computer?
TSN GO 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 TSN GO 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 TSN GO. To make TSN GO 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 TSN GO?
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 TSN GO, 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

Is special software needed to watch TSN GO on a computer?
Special software is not required, just your preferred Web browser and the Adobe® Flash® Player. Install the latest Adobe® Flash® Player.

Do I need a specific web browser to access TSN GO?
TSN GO will work on the most up-to-date versions of Internet Explorer, Firefox, Chrome, and Safari.

Steps to download:

Visit the browser's home page that you want to update:

Chrome: www.google.com/chrome , then select the "Download Now" button
Firefox: www.mozilla.org/firefox/new , then select the "Download a Fresh Copy" link
Internet Explorer: http://windows.microsoft.com/en-us/internet-explorer/download-ie , then select the "Get Internet Explorer" button
Safari: http://support.apple.com/downloads/#safari

Can I set video quality settings on a per device basis?
No, TSN GO sets the video quality according to your device's ability and the speed of the connection you use so you can enjoy your show in the best quality available.

Troubleshooting

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 TV listing page. In apps, it is accessed through the menu at the top left of the screen. If you continue to experience difficulty, most errors can be cleared by both closing all browser windows or hard-closing the app and 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.

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 Apple App StoreSM or Samsung Smart Hub. Make sure you are in the Canadian version of the stores and you don't have any controls set up on your account that restrict access to apps with content meant for mature audiences. If you are still having difficulty with downloading the app, please contact Google, Apple Help or Samsung Info for further assistance.

I am having problems signing in. Who should I contact?
Please contact your TV service provider at:

I have forgotten my username and password. Whom should I contact?
You can contact us at TSN GO@bellmedia.ca, but it will be faster if you contact your TV service provider at:

I am in Canada but TSN GO says that I am outside Canada. What can I do?
You can contact us at TSN GO@bellmedia.ca

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

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. If it still doesn't work, contact TSNgo@bellmedia.ca

Some of the artwork isn't appearing on the player. What should I do?
The video should still play regardless of whether or not the artwork is present. The absence of artwork could indicate a problem with your Internet connection that will also prevent video from playing.

When I try to watch a program, the video keeps skipping, stopping, or giving me an error message. Why is this happening?
All video in TSN GO is tested before it is released into production so the most common cause of skipping in video is the condition of your Internet connection. However, if you have watched multiple videos and only experienced problems with one, please contact TSNgo@bellmedia.ca

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. If you continue to experience difficulty, please contact TSNgo@bellmedia.ca