FAQ

While trying to watch video on the website, I receive "Adobe Flash Player is out-of-date"

Having trouble viewing video? To watch video on our website you will need to ensure Adobe Flash Player is updated and enabled in your browser. Instructions to update are here: https://get.adobe.com/flashplayer/ and instructions to enable are here: https://helpx.adobe.com/flash-player.html

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. 

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

What is CP24 GO?

  • CP24 GO keeps you connected to some of your favourite CP24 programs live on your desktop, laptop, iPhone, iPad and Android devices.

How do I access CP24 GO?

  • CP24 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 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 CP24 GO. The CP24 GO system does not store that information.

Can I sign up through CP24 and create a username and password to view CP24 GO content?

  • You can only access the live and archival content featured as part of CP24 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 CP24 GO from any device?

  • Access to CP24 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 from this channel without signing into an account?

  • Most CP24 content can be watched without signing in. No sign-in is required for news clips, recent news programs and written articles. Live and archival, full-length CP24 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, CP24 often offers press conferences and live video feeds from important news events.

How much does it cost?

  • There is no additional cost to stream CP24 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 CP24 GO content outside of Canada?

  • Yes. If you are physically outside Canada, CP24 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.

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

  • CP24 GO is available to all television service providers. Please check back soon to see if your television service provider has chosen to provide CP24 GO. To help speed up the process, you can contact your service provider to encourage them to partner with CP24 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 CP24 GO content.

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

  • CP24 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 CP24 GO partner. If they, are simply log in as usual with the username and password from your new provider.

Will CP24 GO replace my current CP24 Apps (i.e. CP24 Traffic App)?

  • The CP24 iPhone app will be updated to include more content and features, including live video streaming of CP24. The CP24 Traffic Alert apps will continue to deliver the latest and most-up-date traffic information.

What shows are available to watch online?

  • CP24 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?

  • CP24 programming will be available shortly after the show airs.

Can I share clips from the CP24 GO with my friends or embed the clips in my blog or social networks?

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

How do you stream your video content?

  • CP24 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, CP24 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 cp24.com/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.

What should I do when I get an error playing content?

  • Please select the content again to start playback. If the error persists, it is possible we are currently experiencing technical difficulties and are working to resolve the issue.
  • Please note that video may not playback properly if your browser is set to Private Mode.
  • If you're viewing from a mobile device that doesn't support Flash please make sure 'Request desktop site' is not selected in your browser's settings.  To access the desktop site with video enabled please use the 'View full site' link in the mobile site's footer.

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 CP24 GO on my computer or device?

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

    Macintosh
    System: Mac OSX 10.8+
    Browsers:
    • 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)

Do I need to install Flash on my computer to watch CP24 GO?

  • For viewing content in a desktop browser it is recommended you have the latest version of Flash installed for the best playback experience. If you are not sure if you have the latest version you can check here: http://www.adobe.com/software/flash/about/

I am using a Chrome browser and cannot view video, what should I do?

  • For optimal viewing experience, you will have to ensure you are using the Adobe Flash player and not the Chrome Pepper plugin.

    Here's how:

    • In your Chrome browser, type into the url bar - chrome://plugins/
     Step 1:  On the plug-ins page, click on the + icon next to details to expand the menu options.

    Step 1

    Step 2:  Under the Adobe Flash Player section, Click on "Disable" under the section that refers to \PepperFlash\pepflashplayer.dll

    Step 2

    Step 3:  You are finished and can return to your "CP24 GO" experience.

    Step 3

What Browsers are supported by CP24 GO?

How fast does my Internet Connection have to be to use CP24 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 visit the site?

  • 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 CP24 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, CP24 GO will never know that information.

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

  • Yes, you are able to access CP24 GO through any personal computer or device that is supported. To login, just go to the video sign option to begin viewing.

How do I enable 3rd party cookies?

  • Below will show you how to enable 3rd party cookies for the best CP24 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"