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.

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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.

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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

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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.

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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.

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OSN Play is compatible with Google Chrome (you need to update to the latest version), alternatively you can also use:
- Internet Explorer 8 or above
- Firefox 3.5 or above
- Safari 4.0 or above

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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.

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

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

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

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

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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.

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Please check if your OSN subscription is active.

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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.

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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.

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

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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.

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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.

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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 5 devices for Platinum subscribers.

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

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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.

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

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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

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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

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

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To register for OSN Play as a du subscriber, simply:
- Visit osn.com/play and click on register from a TV provider
- Select du from the list of providers
- Enter your du account number and date of birth
- Click ""Verify""

From there, we will validate your details and you will receive a link soon after via email to complete your registration. The content available to you to watch on OSN Play will depend on your package.

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No. You will need to register and create a different OSN ID for each of your OSN subscriptions. To easily manage your entire account on the go, download MyOSN app from your app store, and log in with your OSN ID and password.

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

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With all subscriptions, you can register on OSN Play, however with Platinum you can register up to 5 devices – choosing from PC, Mac, smartphone, tablet and smart TV in all instances. Remember that you can add/remove any of your registered devices every 60 days. Simply log in to myosn.osn.com with your OSN ID and password, go to the “Settings” menu and select “OSN Play Settings” to make the changes. If you try to sign in on a new device that is not yet registered with us, you will be directed to the “Device Management” page.

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Each paid OSN TV subscription has an OSN Play access. OSN Platinum subscribers can register up to 5 devices. 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.

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Yes, you can watch OSN Play simultaneously on a maximum of 2 devices for all subscriptions.

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Yes. Sign in to My OSN, go to the Settings 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.

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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. 

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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.

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

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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.

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You can add a pack to your subscription on MyOSN app and enjoy even more content, simply:
- Visit your app store & download MyOSN app
- Log in with your OSN ID and password
- Go to "Account" and select "My Subscription"
- Add the pack you like in a few clicks

Alternatively, you can call our customer care team for help:
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 77

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

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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.

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

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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.

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

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