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Anonymous User
Not applicable

blue screen intermittently during a program

In the past few days we have been watching the last Perry Mason and during the program, for a split second, the screen went blue, the sound continued and then the program carried on. This has also occurred during the second episode of the Prodical Son, not the first.

 

Any idea's out there?

108 Replies
Izzie-T
NOW Team Member
NOW Team Member

Hi @Anonymous User 

 

In order for us to look into it, Can you please let us know a few things about this blue screen, please?

 

- if any basic troubleshooting done, please? eg, uninstall app, unplug device and reinstall and reconnect, etc.

 

- what device was used while this happened, please?

- which Season and Ep of Perry Mason & Prodical Son that you saw the blue screen, please?

- if you have the rough content timing when this happened, please?

 

Thank you.

 

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

Anonymous User
Not applicable

Hi

The device used was a Panasonic smart TV. However, I haven’t performed any resets etc. As during the Prodical Son there wasn’t a problem.

The first occurrence was during episode 8 of Perry Mason when happened regularly throughout the program. The frequency of the blue screen was probably every 5 mins.

I then watched episode 1 of the Prodical Son without any issues on the same night. However, the episode 2 Watched a day later had similar issues as Perry Mason, but not as frequent.

Regards

John
Izzie-T
NOW Team Member
NOW Team Member

Hi @Anonymous User 

 

I would strongly recommend you to do the troubleshooting 1st.

 

If this is TV app from the smart TV, please clear all history and cache of the TV, uninstall and reinstall the app. then retry

 

If this is a smart stick, unplug and replug the stick from electricity, please still clear all history and cache of the TV. then retry

 

I will see on my side on the 1st level of content check about these eps for you.

 

Thank you.

 

 

Anonymous User
Not applicable

Hi

its not a TV app and not a smart stick but a Smart Box. So does this need clearing down, if so how?

regards
Izzie-T
NOW Team Member
NOW Team Member

Hi @Anonymous User 

 

For the Smart box troubleshooting should work the same as stick to unconnect electricity fully and reconnect back, please?

 

Also do you know your Smart box model, please?

 

Thank you.

 

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

Anonymous User
Not applicable

There is no model no. On the box, just a serial no.

Regards
Anonymous User
Not applicable

Having exactly the same problem with getting a blue screen for a split second appear whilst watching movies or entertainment programs every 10-15mins, this started in the last couple of days since NowTV put the new program menu on

 

I am using a standard NowTV box, when using an app on the NowTV box the split second blue screen does not appear

 

I have unplugged everything and it still keeps occurring, whatever NowTV changed when implementing their new Menu (which I hate incidentally giving navigation now takes much longer and you can no longer see how many episodes any program has plus there was nothing wrong with the old one) must have caused this blue screen pain

 

 

Anonymous User
Not applicable

Having read your response, thinking about it it has happened since the new menu was implemented. And I agree the new Menu format is awful.
Izzie-T
NOW Team Member
NOW Team Member

Hi All,

 

I will try and see what I can do as we are having difficulty in verifying this issue at present.

 

By your message, I would believe this only happens to NOW TV box for now.

 

Thank you.

 

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

Anonymous User
Not applicable

Equipment: Black Now TV Box, using NOW Internet connection on a Sony (not smart) TV.

 

Since Menu update, Blue screen flashes for about half a second every minute on the minute [roughly from xx:xx:00.05 to xx:xx:01.00] while streaming content and in menus.  It's not like a Windows Bluescreen Blue it's NOWTV menu background blue. The problem is intermittent, happening 2 or 3 times since the update. Unplugging the box and waiting 30 seconds then plugging back in stops it for a while and then it came back. Although doing that made the box forget the wired internet connection it was using.

 

When it happens during paused content the blue screen remains and doesn't disappear at xx:xx:01.00

 

Hope this additional detail helps you narrow down what's going on and how to fix it.

 

 

Anonymous User
Not applicable

I am also having the same problem, which began when Now introduced the new format. I also have a Now TV Box

Anonymous User
Not applicable

Exactly the same happening to us since the update, full blue screen interrupts our movies regularly. So annoying, we can't enjoy a film. We are on a dedicated Now TV box so you can rule out an app developed by another company.  Please sort ASAP....

Anonymous User
Not applicable

I too am having problem. Using black box . Started happening after new menu format. Added movies to package at start of lockdown but decided to keep.  May well change mind if this is not sorted soon. Don't feel happy doing a reset of box as not good with technical stuff.

Anonymous User
Not applicable

I am also experiencing the split second blue screen in programs especially on the kids channels. The audio continues. It uses ethernet and have tried power on and off. I have the black box besides the tv. I will disconnect thr cables but this appears to be a common problem and it does seem to be happening since you changed interface. Is my box too old?

Anonymous User
Not applicable

I have this problem constantly also since new menu came about, which I also do not like in the slightest. Has any solution been found? Unplugging doesn't work. 

Anonymous User
Not applicable

Hi Emma13418

There has not been any help put forward by NOWTV. It seems that those with the black box are affected and there is no current solution.

By the way, I haven’t heard from anyone who likes the new menu!
Anonymous User
Not applicable

Hi All

 

It seems that we all have the exact same problem using the Black Box (and I’ve tried 2 of them on multiple TV’s) and it all started when Sky introduced the horrible new interface.

 

Is there anyone here that has any legal knowledge to the point that maybe Sky would start listening if we (and i’m Sure there’s many thousands more) start a class action against them to recoup any monthly subscription fees we have paid since the firmware update as the service is clearly “Not Fit For Purpose.”

 

Suggestion Anyone???

Anonymous User
Not applicable

F.Y.I it was I that posted the previous post. I Hadn’t realised my computer was logged in as my wife’s account. 

Anonymous User
Not applicable

I am getting this problem for the nowtv stick as well.   It's not me.  It's you.   Will seek refund.

Anonymous User
Not applicable

Same problem as everyone else! Currently watch the F1 qualifying and TV keep giving me a dark blue screen but still have sound, blue screen disappears if I press remote ok button but returns in a few minutes. This has been going on since menu update, which I agree is rubbish and not as good as the old one. We we ever get a solution to this?