Frequently Asked Questions

Acceptable operating systems (versions of Windows):

• Microsoft Windows 7
• Microsoft Windows Vista (32 bit)
• Windows XP, Service Pack 3

Apple Macintosh:

• Leopard (10.5),
• Snow Leopard (10.6) or higher

Browser (the program that you use to access the web):

• Internet Explorer 8 or above
• Firefox 3.5 or above
• Safari 4.0 or above

Hardware specifications:

• Windows X86 or x64 1.6-gigahertz (GHz) or higher processor with 512-MB of RAM
• Apple Macintosh: Intel Based

Samsung Smart TV Firmware Updates:

• To continue watching OSN Play on your Samsung Smart TV, please switch off your TV’s automatic firmware updates. Please refer to your TV’s manual, access your TV’s Smart Hub or refer to Samsung’s online help center. Follow the steps required to switch off your TV’s firmware updates. If you are prompted to update your TV’s firmware at any time, please choose not to do so.

Was this helpful?

No

To enjoy the best viewing experience with OSN Play, you need to make sure that your computer or device meets the basic technical requirements. If you aren’t sure about your computer’s technical specifications, refer to the manufacturer’s handbook.

Was this helpful?

No

For PC:

• Launch the Start Menu from your Windows Menu Bar and select My Computer
• Right click and select Properties
• Check the installed memory and CPU processor

For Apple Macintosh:

• Click on the Apple icon on the top-left corner of the menu bar
• Select About This Mac •Check the memory and CPU processor

Was this helpful?

No

The picture and sound quality of what you watch on OSN Play will depend on your broadband speed, your computer hardware and the usage of your computer at that time. For the best possible viewing experience, we recommend a minimum broadband speed of 2MB.

Was this helpful?

No

To enjoy OSN Play on your computer, you will need the computer hardware listed under the technical specification question, a broadband connection with a minimum speed of 2MB, a valid OSN TV subscription and an OSN ID.

  If you don’t have an OSN ID, register for one today. Visit myosn.osn.com and follow the simple instructions. It only takes a few minutes. Once you’ve created your OSN ID, you can use it to sign in to OSN Play.  

You will also need Microsoft Silverlight installed on your computer. If you don’t have the most recent version of Microsoft Silverlight, you will be prompted to download it when you try and watch a program on OSN Play. Follow the on-screen instructions to complete the installation. To check if your computer meets OSN Play’s technical requirements, please refer to the question: What are the technical requirements for OSN Play?  

Once you are set up, visit osnplay.osn.com and start watching your favorite movies and programs anywhere.

Was this helpful?

No

OSN Play isn’t compatible with Google Chrome. To continue enjoying OSN Play please switch to an alternative internet browser:

• Internet Explorer 8 or above
• Firefox 3.5 or above
• Safari 4.0 or above

Was this helpful?

No

To check the actual speed of your broadband connection, open a web browser (eg. Internet Explorer) and log on to speedtest.net. Follow the instructions to find out your broadband speed.   

If you are still having problems…
Still can’t enjoy your content with OSN Play? The following steps may help you out. Of course, you can also call our Customer Care team.  

Restart your computer
Switch off your computer and unplug your router
Wait 20 seconds
Plug in your router and restart your computer
 
Check your power connections
Ensure that your router is connected to your broadband phone socket. Also, check the power supply leading to your equipment – make sure it’s connected properly. Make sure that your router and computer are both securely connected.  

Check your power cables
Check your computer and router – make sure they’re both connected to each other, and that both machines are connected to a power supply and are turned on.  

Change your security software settings
Programs running in the background may slow down your browsing experience. Alternatively, viruses or programs that track your online activity for marketing purposes can also reduce your internet speed. You can use anti-spyware features to monitor and remove such programs.  

If you’re using the McAfee Security Suite, check your privacy service settings and make sure it isn’t set to ‘reject all cookies’ – as this stops you from accessing certain websites. Double-click on the McAfee Security Center icon on your desktop and select privacy service from the main menu to check or change your settings.  

Clear your browser cache history
Your cache is a collection of files that record your activity on the internet. These files are usually stored in your computer's Temporary Internet Files folder. Clearing them away can free up space on your hard drive and resolve certain browsing problems.  

Log on to http://www.wikihow.com/Clear-Your-Browser's-Cache and follow the simple instructions to clear your files.

Was this helpful?

No

Please check the device volume control and ensure its not muted.

Was this helpful?

No

If OSN Play doesn’t open properly on your device, please delete and reinstall the application.

Was this helpful?

No

Please try again and make sure you enter a valid e-mail address.

Was this helpful?

No

Your Mac needs to be Intel based for OSN Play to work on it.

Was this helpful?

No

Remove the OSN smartcard from your primary active OSN set top box and check its number. If the number you’ve entered is correct and you’re still getting an invalid message, check if your subscription is active.

Was this helpful?

No

Please check if your OSN subscription is active.

Was this helpful?

No

In order to use OSN Play you need to have an active OSN subscription and set top box. However, if you’re enjoying OSN as a commercial customer, or you’re watching OSN in a hotel, you won’t be able to register for OSN Play. We’re working on it. Stay tuned.

Was this helpful?

No

To ensure that your password is valid, use 6 or more characters. Do not use spaces. A strong password has 8 characters or more, with a combination of upper and lower case letters, numbers and symbols. The strength meter will show you how strong your password is.

Was this helpful?

No

Ensure that both your new password entries (initial and confirmation) match. Please try again.

Was this helpful?

No

Please check your e-mail account’s Spam or Junk Mail folder. If the email is not there, go back to the registration process and request a confirmation e-mail.

Was this helpful?

No

Go back to the registration process and request that the mail be sent again. Make sure you’re on an OSN channel. Remember, the TV mail could take up to 30 minutes to arrive.

Was this helpful?

No

Please make sure to complete the entire registration process. If you are unable to complete the registration process within that time, you will need to start the process again.

Was this helpful?

No

Visit myosn.osn.com, sign in to your account, go to the Settings menu and select OSN Play Settings to make the change.

Please note, if you have upgraded software or reformatted a device, OSN Play will recognize it as a new device.

Was this helpful?

No

This message appears if you have exceeded using the number of devices allowed per OSN Play account. Depending on your current package, the number of devices allowed is set – two devices for most paid OSN TV subscriptions, and 4 devices for Platinum subscribers.

You have the option to add or remove one of these devices every 60 days.

Was this helpful?

No

If you are an existing OSN subscriber, please check your username – make sure you’ve entered the same username that you submitted at the time of registering your device. If you can’t remember your username, please refer to the ‘Forgot User ID’ section and follow the steps.

Was this helpful?

No

Please check your password – make sure you’ve entered the same password that you submitted at the time of registering your device.

Was this helpful?

No

No problem, just follow these steps to retrieve it.

• Click on the Forgot ID icon
• Enter your OSN smartcard number
• Enter your registered e-mail address
• Enter the code displayed (on the browser)
• Click Get OSN ID
• An e-mail will be sent to you with your OSN ID (username) – your password will remain unchanged

Was this helpful?

No

Follow these simple steps to retrieve your password.

• Click on the Forgot Password icon
• Enter your OSN ID
• Enter your registered e-mail address
• A temporary password will be sent to you – you can change this password once you log in

Was this helpful?

No

Please check if your OSN subscription is active. If it is, please contact our Customer Care team.

Was this helpful?

No

• Visit osn.com/play and click on Register
• Click on the du tab, enter your du account number and date of birth – then click Verify to validate the information that you’ve entered
• Your details have been shared with OSN as part of a backend process
• Once your data is validated, you can continue with the registration process – i.e. enter your OSN username, password, greeting name and e-mail address
• You will receive an e-mail with a link to complete the registration process
• Click on the link – you will be directed to the OSN site and will be asked to enter your new OSN username and password

Was this helpful?

No

No. You will need to register and create a different OSN ID for each of your OSN subscriptions.You can also downlaod My OSN - which takes control of your OSN account with the quickest and easiets way to manage you subscription, securely view and pay your bill, order box office, and new packs and get help if you need it.

Was this helpful?

No

Your OSN TV subscription needs to be active before you can use OSN Play. Please call us and we will activate your account.

Was this helpful?

No

To register for OSN Play, you need to be at home and tuned into an OSN channel.

Here’s how to register:

• Visit osn.com/play and click on Register
• Click on OSN tab, enter your OSN Smartcard number of your main OSN TV subscription.
• Create your username and password.
• Enter your e-mail address.
• Agree to the Terms and Conditions.
• We will then send you an email link which you will need to click on to continue the registration process.
• Click on the link; enter your user id, password and the authorization code.
• You will see a welcome message on screen. You’re now ready to start watching OSN Play.

Was this helpful?

No

You can register up to 2 devices (PC, Mac, smartphone, tablet, smart TV) for each paid OSN TV subscription. OSN Platinum and GetitAll subscribers can register up to 4 devices. The first two devices that you use with OSN Play are automatically registered to your OSN account. You have the option to add or remove one of these devices every 60 days. Visit myosn.osn.com, sign in to your account, go to the Settings menu and select OSN Play Settings to make the change. If you try to sign in on a new device that’s not yet registered with us, you will be directed to the Device Management page. 

Was this helpful?

No

You can register up to 2 devices (PC, Mac, smartphone, tablet, smart TV) for each paid OSN TV subscription. OSN Platinum and GetitAll subscribers can register up to 4 devices. The first two devices that you use with OSN Play are automatically registered to your OSN account. You have the option to add or remove one of these devices every 60 days. Visit myosn.osn.com, sign in to your account, go to the Settings menu and select OSN Play Settings to make the change. If you try to sign in on a new device that’s not yet registered with us, you will be directed to the Device Management page.

Was this helpful?

No

You can watch OSN Play on a maximum of 2 devices (4 devices for OSN Platinum subscribers) simultaneously by using your OSN IDs. The first two devices that you use with OSN Play are automatically registered to your OSN account. If you have more than two devices, you can easily swap between them and choose which two you’d like to register with OSN Play. Sign in to My OSN, go to the Settings menu and select OSN Play Settings to make the change. 

Was this helpful?

No

Yes. Sign in toMy OSN, go to theSettings menu and select OSN Play Settings to add or remove your devices that are registered to OSN Play. You have the option to replace one of these devices every 60 days. Platinum and Getitall subscribers can use up to 4 devices.

Was this helpful?

No

To remove devices or register new ones, sign in to My OSN, go to the Settings menu, select OSN Play Settings, then select Manage Devices. 

Was this helpful?

No

Enjoying OSN Play on multiple devices allows each user to have their own personal experience. OSN Play gives you the added assurance of parental control over the shows your family watches.

To set Parental control: Go to Devices/Parental Settings.

Was this helpful?

No

The content you have access to on OSN Play is based on your subscription package.

Was this helpful?

No

OSN Play currently only offers a selection of the shows and movies that you can watch with your OSN TV subscription. It also has additional content that is not currently available on OSN TV. We’re adding loads of new content every month.

Was this helpful?

No

Just give us a call and we’ll upgrade your package.

• UAE and others +971 4 367 7888
• Saudi Arabia 9 2000 4444
• Bahrain 17 317 317
• Jordan 06 5511615
• Iraq 07 43 5360000
• Kuwait 1 807 007
• Qatar 444 77 1 7

Was this helpful?

No

OSN Play is an on-demand, online service that you can access from your PC, Mac, laptop, smartphone, tablet and smart TV.

Was this helpful?

No

OSN Play offers 100s of hours of premium entertainment including movies, series, comedy, Arabic series, cooking, lifestyle, talk shows and sports. And, we’re addiOSN Play offers 100s of hours of premium entertainment including movies, series, comedy, Arabic series, cooking, lifestyle, talk shows and sports. And, we’re adding loads of new content every month.ng loads of new content every month.

Was this helpful?

No

OSN Play is included as part of your OSN TV subscription at no additional cost.

Was this helpful?

No

No, you need to have an active OSN TV subscription to enjoy OSN Play. To reactivate your subscription, go to myosn.osn.com or call our Customer Care team.

Was this helpful?

No

No, once you have cancelled your OSN TV subscription, your OSN Play account will be inactive.

Was this helpful?

No