problem with microsoft silverlight

[Anonymous User]

I have downloaded and installed microsoft silver light many many times, followed help instruction uninstalled it and still when i try to play west wing box set episodes and error message/dialogue box comes up saying i have to update/install microsoft silver light. I cant play the episodes. Infuriateing as i am paying a monthly pass for the service.

[Anonymous User]

Same here - have uninstalled/reinstalled/restarted several times now and still doesn't work!

[Anonymous User]

Same here.

[Karl-F]

Hi @Anonymous User,  @Anonymous User and @Anonymous User.

Thanks for getting in touch. 

I'm sorry to hear about the issues you have encountered with Microsoft Silverlight on your Mac. 

Can you please try clearing the cache and browser history on your Mac. 

Once you have done this can you search for Silverlight in your Applications, Open Silverlight and click on the playback tab. 

Please ensure the second box on this page is ticked. 

The press OK, and then try to play NOW TV.

Please let us know how you get on. 

Thanks, 

Karl

NOW TV Team

[Anonymous User]

Hi Karl - thanks for the reply.  I've tried what you suggested (the box was already checked), but still no luck.

Kev

[Anonymous User]

Having the same problem here 

[Anonymous User]

Same problem here, tried everything to fix it - please help!

[Anonymous User]

I mentioned this in a coupel of other thread but had to upgrade silverlight today and same issue as others it seems, voice out of sync and awful picture. Can this be resolved please because it is wasting my cash

[Karl-F]

Hi @Anonymous User, 

Sorry for any inconvenience this has caused. 

Can you please let me know if you have tried the steps in my previous post? 

If you have can you please also try the steps below: 

1. Uninstall Silverlight
2. Reboot your PC or Mac
3. Install Silverlight
4. Open the Silverlight application
5. Clear the Silverlight PlayReady folder. (Please go to Solution 3 for the steps to do this.)
6. Click Playback
7. Check ‘Enable download and updates to components required for protected content playback’

Please let us know how you get on. 

Thanks, 

Karl

NOW TV Team

[Anonymous User]

Im sorry but that is a bit of a long winded work around can I just be old fashioned and download/update the software and it works. this is a joke!

[Anonymous User]

Why did you send a link to Windows PC instructions. Ridiculous.

[Anonymous User]

Seems to be working in Firefox. Safari not a chance.

[Anonymous User]

Now fine for me in FF and Safari on my Mac

So they must have changed something on the server end, just tried 5 mins ago for the Burnley game

[Anonymous User]

Hi @Anonymous User

Happy to hear you're able to watch content on Firefox.

We've had some customers report that Safari is working now. Could you try it again and give us a detailed description of the error if it is doesn't work.

Thanks,

Rob 

NOW TV Team

[Anonymous User]

Hi @Anonymous User

Thanks for re-posting, other customers have said they have been able to get back to viewing. Can you try for us and let us know if you still have any issues.

Cheers

Ranj

NOW TV Team

[Anonymous User]

Still no luck.  Can get it working in Firefox but Safari still gives me the same error....

[Anonymous User]

All well and good using firfox but I find it so slow to load and sometimes it just freezes.... hurry up and resolve the bug NowTV before we cancel our subcription....dont own a tv so MAC is the only device avalible!

[Anonymous User]

Hi @Anonymous User @Anonymous User @Anonymous User @Anonymous User

Thanks for posting, sorry to hear you're still having issues. We are looking into why this issue is occurring. Please leave this with us and we'll be in touch as soon as we can. As mentioned customers have been able to get viewing by switching to Firefox, we an appreciate this isn't ideal

Cheers

Ranj

NOW TV Team

[Anonymous User]

Hello Ranj, unfortunately it didn't run on my Firefox and the technical advisor couldn't work out why. So I'm left waiting for the silver light issue to be fixed.
Kind regards, Jo

[Karl-F]

Hi @Anonymous User, 

Thanks for getting in touch with us here at NOW TV. 

I'm sorry for the issues you have encountered with Silverlight on your Mac. 

When trying on Firefox, can you please open Silverlight and then the playback tab, can you please ensure the second box is unticked.

Once you have done this press ok. Please head to the Firefox Menu, which is in the top right hand corner and has 3 horizontal bars. 

Can you then click on Add-ons and then you should see Plug-ins, you need locate Silverlight and set this to Always Activate. 

If you need any help with this please get back in touch.

Thanks,

Karl

NOW TV Team 

[Anonymous User]

Another user getiing the same issue.  I'm just not getting this, look at how many people are experiencing this issue and the help desk is rubbish.  Surely it should be sorted by now!!!!