Error code ovp 00009

[Helen1]

Error code OVP_00009

I've just turned on my TV and started to try to watch the latest episode of New Amsterdam and I get an error code of no assets for required device capabilities, error code ovp_00009.

Does anyone know how I can rectify it please, or is this a known issue?

Thank you,

[gavs82008]

@Helen1 

@ContentTeam can you investigate for @Helen1 ?

[fez1967]

Also experiencing same issue via Windows 11 laptop.

On Android app same episode states not available.

Getting this on any show which has a new episode against it.

[ContentTeam]

Hi @gavs82008 @Helen1 

thanks for bringing this to our attention, content is playing now. Please let us know if the problem persists for you

thank you

* Please note that I am only able to look into content related queries, any account, offer, etc related. Please Contact our customer team or live chat for help.
Thank you

[Fit1alli]

Hi I’m having the same problem with Gangs of London. I’ve reinstalled app and reset now box, changed log in details but still get the same error . Please help thanks 

[K8]

Got the same issue on black box, stick and Xbox. Problem with viewing content that was on TV last night

[JayceyF]

I'm getting exactly the same problem today - but only with 'Continue watching' (i.e. new episodes of my regular series).  Could someone PLEASE HELP!  This is very annoying! 😡

[JayceyF]

PS.  I'm using a NOW stick (device 3801UK).

[gavs82008]

@JayceyF @K8 @fez1967 

For those jumping in on threads, you need to be aware I don't work for NOW so I can't help much. Apart from tagging in the @ContentTeam who should be able to help. 

As it's happening on many other devices I would strongly recommend you to report direct with NOW via live chat. This forum is mainly used for and by customers. Staff don't tend to jump in and post that often. 

For live chat just click "chat online" within the green box. Don't hit "get help quicker" as this is a bot.
https://help.nowtv.com/article/how-to-submit-a-complaint

Or you can email support.
customer services @ not tv . com (ensure no spaces)

[K8]

Hi gavs82008, thanks for your comment but I did try live chat earlier today.  I wasn't impressed as I was told to factory reset my black box and to be honest they weren't very helpful.  I believe this is a fundamental technical issue at NowTV, but  they seemed to think was only my device.

[gavs82008]

@K8 

Keep at it and don’t give up. It clearly is not an issue with the device but the content on the app itself. 

Feel free to mention that the community forum is littered with threads on the issue.

[K8]

@gavs82008 - I have been trying but help seems to be alluding me. I have now sent a message to NowTV - given up trying to access Live Chat as there doesn't seem to be anyone there.

[gavs82008]

@K8 

You could try reporting it on social media where they would be much more likely to reply. On here it is extremely seldom I’m afraid.

[JayceyF]

Whereabouts on social media - Twitter, Facebook?  (I hadn't thought of that - although Twitter is my main 'complaining tool' for all sorts of companies! 😁)

[JayceyF]

Just found this - quite a number of complaints about this, and they're "still looking at it"...😉

https://mobile.twitter.com/NOWHelpTeam/with_replies

[K8]

@gavs82008 thank you

[Judith2609]

I am having this issue with The Good Doctor 

[Patsy]

Helen1 I too have had the same problem with FBI and FBI international tonight. All my other Now entertainment works. I have an Amazon Firestick. I have disconnected my stick. Tried updates. In fact tried everything and it was by chance I found this site. I am not pleased with the Now TV attitude as from the posts this is not a new problem. I will try again tomorrow and see if they have pulled their finger out. If not someone will be getting a full verbal. 

[Farag60]

I experienced the same issue yesterday and today and I use the streaming service.  I've never had this happen before.  FBI'S MOST WANTED is working.

[Wendyedwards]

Have u managed yo sort it mine is the same

[Patsy]

Not sorted yet. As I posted did virtually everything thing from reinstalling my app on firestick to trying updates and disconnecting. So from the number of posts on here it is a Now TV problem. They do not seem to have a proper system of communication. Whether this falls back to Sky TV I don't know but it doesn't reflect well on them. Will try tomorrow. Best of luck Wendy.