Can hear sound but screen frozen on info page

[Anonymous User]

I am constantly unable to watch films on our LG TV set. It will start playing the sound but the picture remains frozen on the info page. I have to come all of the way out of the app and when I go back in it says Now TV is not available so I have to switch the TV off and start all over again. I have checked that all Apps are up to date and apparently they are? Getting fed up now and think I have reached my limit with NowTV and Sky and am going to go with Virgin instead unless someone can help? You can't even contact them to discuss the problem.

[Anonymous User]

Hi @Anonymous User

Thanks for your post, we do have a live chat service that is open from 8am to midnight 7 days a week where you can speak to us regarding any problems you may have.

See this link for information on how to contact them using our Help Centre  - http://help.nowtv.com/article/How-to-contact-us

With regards to your LG TV can you provide a bit of information on model of LG TV you have, just there are different types of OS on LG TV's so we need to know so we can provide the correct steps.

Thanks

Andy

[SeeMoreDigital]

Hi and welcome to the forum @Jenf13,

In the interest in collecting information: -

• What's your LG televisions 'Model/Type' number and 'Software Version' number?
  [Which can be found via: Support '?' -> Product/Service Info.]
• What's your NOW TV 'app' version?
  [Which can be found by launching the NOW TV app then visiting: My Account and looking 'top right' of the screen...]
• Have you tried your LG televisions 'Intialization of App' option (if available on your model)?
  [Which can be found via: Support '?' -> Initialization of App]
• How is your LG television connected to the internet. Is it via a wired or a wireless (WiFi) ethernet connection?

Cheers

[Anonymous User]

I ahve the same problem on my main TV, i open the app after TV has been on standby, try to watch a program and can hear the sound but have no picture, stays on the screen where i selected the program. to resolve i close the whole app and navigate back to the program and usually works then.

[SeeMoreDigital]

---

@Anonymous User wrote:

...to resolve i close the whole app and navigate back to the program and usually works then.

---

Well you should not have to do that @Anonymous User,

Can you answer the above questions too please?

[Anonymous User]

sure

Model/type number = 47LA660V-ZA

Software version = 04.28.12

NOW TV app version = 2.6.1

Have I tried Initialization of app option? I just tried that now, and still have the same problem. went to Live TV tried to watch Moder Family and i got the circle of dots as if initializing the program, then it froze on the TV guide and i could hear the program in the back ground.

How is TV connect? it is wired to my BT extender, the extender of course being wifi.

i have another smaller LG in my bedroom, connected via wifi and does not have the same problem.

Andy

[SeeMoreDigital]

Hi @Anonymous User,

Much as I I hate to say it, it sounds like you'll have to perform a 'Factory Reset' (which can be found via the 'Option' setting). I have to do it every-so often when my LG TV's become unstable. Which usually occurs after a couple of LG software updates 

Sufficed to say, a 'Factory Reset' means you'll have to re-tune all your TV channels and you'll loose all your pre-sets. So make a note of them before you give it a go!

Cheers