Unable to Watch NOW TV on Windows Laptop

[Anonymous User]

Hello

I have just registered for NOW TV. With my account I can watch NOW TV fine on my Android phone and my LG TV.

However when I try on my laptop (Windows 7, Firefox) it does not work. I click to play a film, I see a message that it is obtaining a licence to play the video, then the following message appears, at the top of the screen in red:

"There's an error connecting, please try again in a few moments."

I have tried waiting some time then trying again. I have also tried rebooting the laptop.

Hope someone can help

[Anonymous User]

Hi @Anonymous User,

Apologies for the late reply.

Can you please try uninstalling Microsoft Silverlight and then re-install.

Once done, please go to the Firefox menus, select add-ons and select "always activate" for Microsoft Silverlight.

Hope that helps and please let us know how you get along.

Thanks,

Rich

The NOW TV Team

[Anonymous User]

Hi Rich

Thanks for your reply.

I had already tried removing silverlight and resinstalling, but on your suggestion I did it again:

and made sure it was set to "always activate":

I still receive the same message on trying to play any Now TV video on my PC:

"There's an error connecting, please try again in a few moments."

Patrick

[Anonymous User]

I am having exactly the same problem as Patrick.

[Anonymous User]

Hi @Anonymous User

Are you using the same operating systems and browser as Patrick ?

Andy

[Anonymous User]

No change - still getting the same error.

Patrick

[Anonymous User]

Hi @Anonymous User

Are you using a 32 Bit version of the browser ?

Do you have any virus software / firewalls in place ?

If you are on BT can you disable Smart Setup from your router settings.

Some providers also have built in Parent/Child protection, if your provider does please can you disable this and try again ?

Thanks

Andy

[Anonymous User]

Hi Andy

I've checked everything you mentioned.

Yes I am using the standard 32-bit version of Firefox.

Yes, I do use antivirus (Symantec) and a firewall (Windows) . This is good practice when connecting a PC to the internet and does not prevent any other streaming services from working.

I am on BT and I have checked that Smart Setup is disabled.

I have no parent/child protection enabled.

Hope you or your colleagues can figure out what the problem is.

Thanks

Patrick

[Anonymous User]

Hi @Anonymous User

Thanks for that information.

On your Firefox browser, on the address bar at the right hand side, Do you see an envelope type icon ?

If you do can you click on that please ? Also again just to check if you can goto the Add-On's and make sure Silverlight is set to always enable.

Would it be possible to check both your virus and firewalls to make sure that they are not blocking NOW TV at all ?

Thanks

Andy

[Anonymous User]

Hi Andy

I see at the right-hand side of the address bar an icon which looks like an open book.  Hovering over it it says "Enter Reader View". Clicking on it says:

Watch Fantastic Four online - Now streaming on demand

There's an error connecting, please try again in a few moments. Service updates can be found on

our community

I've checked Silverlight again - it still says "always activate".

I've disabled antivirus and still receive the message "There's an error connecting, please try again in a few moments. Service updates can be found on our community."

I'm using the standard Windows Firewall, which is set to notify me if it blocks anything; I have received no notifications.

Patrick

[Anonymous User]

Hi

Any ideas on this? I've got a week or two to go of the free trial. It would be great to find a solution, otherwise I'll have to cancel before I start paying.

Thanks

Patrick