FAQ

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.

The 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.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+

The CP24 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+

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

• CP24 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.

• Please contact your television service provider directly to ask how you can access CP24. The CP24 system does not store that information.

• You can only access the live and archival content featured as part of CP24 by signing in with the username and password from your television service provider.

• CP24APP@bellmedia.ca

• Access to CP24 content is supported on iPhone, iPad, Android and web-connected desktop and laptop computers. The service is currently not available on BlackBerry.

• 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.

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

• 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.

• There is no additional cost to stream CP24 content as long as you subscribe to a participating television service provider and the channel is included in your subscription package.

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

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

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

• 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.

• 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 content.

• CP24 can be accessed by to up to four concurrent viewers across all devices.

• First, check that your new TV service provider is a CP24 partner. If they, are simply log in as usual with the username and password from your new provider.

• CP24 has a wide-range of video content including short clips, full newscasts, live events, live streaming, and video content exclusive to digital platforms.

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

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

• CP24 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.

• 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.

• Yes, CP24 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.

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

• 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.

• 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.

• 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.

•  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 App (iOS)
  iOS5+ compatible device (iPad, iPhone, iPod Touch)
• CTV News App (Android)
  Android v.2.3, v4+ (Android 3.X not currently supported)

• 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/

• 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 2:  Under the Adobe Flash Player section, Click on "Disable" under the section that refers to \PepperFlash\pepflashplayer.dll
  
  
  
  Step 3:  You are finished and can return to your "CP24 GO" experience.
  
  

• This website is optimized for modern browsers.
  
   WINDOWS
  o Microsoft Internet Explorer 8+
  o Latest version of Firefox is recommended
  o Latest version of Chrome is recommended
   MAC
  o Latest version of Safari is recommended
  o Latest version of Firefox is recommended
  o Latest version of Chrome is recommended
  
   You can download the latest version of your browser here:
  • http://www.mozilla.org/en-US/firefox/new/
  • http://www.apple.com/safari/
  • http://windows.microsoft.com/en-CA/internet-explorer/download-ie
  • http://www.google.com/intl/en/chrome/browser

• 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.        

• 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.  

• 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.

• 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.

• 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 will never know that information.

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

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