NOWTV App not working on LG TV after update

[Anonymous User]

Hi

My TV updated yesterday and since then I can't get onto my NOWTV. I just get a swirling bar and a small message in the corner saying plugin missing. 

Is there anything I can do to fix this. I'm missing not being able to watch my shows as sad as that sounds.

Thanks

[SeeMoreDigital]

Hi and welcome to the forum @Anonymous User

Sorry to hear you're having problems. In order to help you, can you please provide the following information: -

• Are you an existing or brand new NOW TV subscriber?
• If you are an existing subscriber, when did you start having issues?
• 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 hard-wired or wireless (WiFi) ethernet connection?
• Who is your ISP (Internet Service Provider)?
• Are you running any form of VPN (Virtual Private Network)?
• Have you tried re-booting your router (by disconnecting the power, waiting 30 seconds and reconnecting the power)?
• Do other 'apps' such as BBC iPlayer work okay on your LG television?

Sufficed to say, the more detailed information you are able to provide, the easier it will be for us and/or the NOW TV developers to work out a solution for you!

Cheers

[Anonymous User]

HI

I am an existing customer. 

I thought I'd got it running for a second when I went into settings and put in initalilzation of premium. I was able to get to the password section. It wasn't logging in so I went out and tried to go back in and it's back to how it was before with not opening the app and saying there is a plugin missing. 

All other apps, Netfilx, Iplayer etc are working fine.

TV modell is 55LM960v-zb 

Internet is via cable

provider is Virgin

[SeeMoreDigital]

Okay @Anonymous User,

• What's your LG televisions 'Software Version' number?
  [Which can be found via: Support '?' -> Product/Service Info.]
• How is your LG television connected to the internet. Is it via a hard-wired or wireless (WiFi) ethernet connection?

Cheers

[Anonymous User]

04.62.12

Contected via ethernet

[SeeMoreDigital]

Hi @Anonymous User,

Much as 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 on my LG TV's when they become unstable. Which usually occurs after a couple of 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

[Anonymous User]

Only just managed to do the factory reset. It's made no difference. Says plug in missing and won't let me log in.
However discovered I also have an issue with the amazon app. So it's something to do with the latest LG software update I think.

[SeeMoreDigital]

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@Anonymous User wrote:
...So it's something to do with the latest LG software update I think.

---

Could well be @Anonymous User,

I suggest you visit LG's web site, download the newest software for your model of television and manually install it...

Cheers

[Anonymous User]

Hi, thanks for this. Unfortunately the software version on the website (04.60.03) is actually older than the version currently on the TV (04.62.12).

Surely there's somewhere we can contact Now TV and tell them their app is broken?

[SeeMoreDigital]

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@Anonymous User wrote:
Surely there's somewhere we can contact Now TV and tell them their app is broken?

---

Eh?

The NOW TV 'app' is working fine on all my LG televisions. And given that no other LG television owners have reported problems and you have stated that "I also have an issue with the amazon app" this would suggest it's more likely that your TV's software update is corrupt...

Contact LG and ask them to confirm the latest software version for your model of television. And tell 'them' about your issue!

[Anonymous User]

A quick Google suggests we're not the only people with this problem. For example here:

http://community.nowtv.com/t5/LG/I-can-t-login-to-my-now-account-on-LG-tv-but-I-can-on-the/td-p/2835...

Also, Netflix works.

[SeeMoreDigital]

You say you have a 'plug in' issue! Which is a TV software issue!

[Anonymous User]

It doesn't really matter whether the TV software or the Now TV applicaiton is to 'blame', does it? The TV has the latest software and a factory reset has been performed, and Now TV still doesn't work. Other streaming services do work.

We have been in touch with LG also, but this is obviously a serious issue which both Now TV and LG need to address.

[SeeMoreDigital]

@Anonymous User,

On your model of LG television, the 'premium' apps are embedded within the TV's NetCast OS (operating system) and can't be removed by the end-user. So if the TV's software becomes unstable, the apps become unstable. However, not all the 'apps' will be affected in the same way because they are all coded very differently!

Usually stability issues can be resolved by performing a 'factory reset' (or even several factory resets). It's often good practice to manually re-install the TV's software (new or old) and perform yet another factory reset.

Either way, the LG televisions OS will have to be made stable before you can move onto any further steps... Which has nothing to do with NOW TV!

Cheers

[Anonymous User]

Thanks, that's useful information 🙂

Obviously, Now TV must have *something* to do with the Now TV app! But anyway, as I said, the 'blame' for the problem isn't really important to us.

We will try performing another factory reset. How many do you think we'll need? We are in touch with LG but after we told them the factory reset didn't work they've gone silent. The software version on the LG website is from August 2014 so I don't hold out much hope of installing that helping. However, if, say, three more factory resets fail I will try installing that because there will be literally nothing else left to try.

Thanks for your help. This is obviously a very dissappointing experiece but we appreciate your help.

[SeeMoreDigital]

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@Anonymous User wrote:

Obviously, Now TV must have *something* to do with the Now TV app! 

---

Obviously they do. But as I mentioned before, if there was a problem with the NOW TV app, especially a 'plugin missing' related problem. The 'LG Device' sub-section of this forum would be alive with complaints... But there are none besides you 😉

[Anonymous User]

Hi

I have a 2016 LG TV model 55UF950V.

When I tried to use the NOW TV App installed on the TV to watch a football match on Sky Sports it refused to stream it due to an error message that Microsoft Silverlight was not installed on the TV.

I updated the App and TV software to the latest firmware but no difference. Looking at MS website it seems to only be compatible to a windows device on a browser such as IE or Firefox.

I ended up watching the match on my computer as a result.

Is it possible to download Silverlight to the TV? If so, how ? I attempted it via the internet on my TV but it didnt work.

Otherwise, whats the point of the NOW TV App if it doesnt play anything!

Thanks in advance.

[SeeMoreDigital]

Hi @Anonymous User,

You should not be seeing a 'Silverlight' issue when using the built-in NOW TV app on your LG television!

It sounds like your TV's software may have developed a fault. Which version do you currently have installed?

Cheers

[Anonymous User]

Hi

Thanks for a quick response.

Not sure whether you are after the TV software latest update or the Now TV App?

The Tv update is to 04.05.35 and indicates their are no other updates available.

The Now TV app was updated on the 2nd Jan 17, just before I tried to use the App and activate my voucher. I cannot determine what the actual firmware numbers are for this particular update.

Hope this helps in some way.

For info, I contacted the LG help desk regarding this matter. Their response was " we have not come across this problem before and dont know how to fix it, try Now TV" - great technical help. Not! 

[SeeMoreDigital]

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@Anonymous User wrote:

For info, I contacted the LG help desk regarding this matter. Their response was " we have not come across this problem before and dont know how to fix it, try Now TV" - great technical help. Not! 

---

That's odd @Anonymous User,

Because something very similar to your issue was reported only a couple of weeks ago. See here: https://community.nowtv.com/t5/LG/NOWTV-App-not-working-on-LG-TV-after-update/m-p/412089

Cheers

[Anonymous User]

Have just read the thread you linked thanks. However, I have no issues signing in and it isnt that it reads plug in missing anywhere, I can do everything upto ' activate' when the message 'Unable to activate due to Microsoft silverlight not installed' appears. I have only tried the Sports voucher; I'm assuming Silverlight is required for Entertainment and Cinema as well?

The thread did help explain where to find the NowTV firmware number though, mine reads 2.13.3.

Had considered a factory reset but it appears to achieve nothing although I guess you could argue what is there to lose! Seems others have tried this method with no success though, so will hold off on that idea at the moment. Here is the actual main text response from LG customer support.

I’m sorry to hear about the trouble that you are experiencing and hope that I can be of assistance today. This is a very odd issue and if I&#39m honest it&#39s one that I haven&#39t heard of before. Streaming from the applications should work no issues, and we have no information that suggests otherwise. What I would suggest is contacting the app developer (Now TV) and see if they know why the issue is occurring.

I have not tried uninstalling the App and re-installing it, not even sure if this is possible to be honest, but will investigate.

thanks again.