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Grr55
Advocate

Buffering home page

Hi. I’ve 2 sticks attached to 2 seperate TVs, but for the past 3 days or so the home page will not load on either, but just continually buffers. The top line only loads & by using the * button I can load apps which play perfectly well. I’ve reset them back to factory settings & tried different hdmi ports but still no change. I’ve also spent the last 1.5 hrs getting nowhere with an online chat. HELP PLEASE!!!

22 Replies
schnapps
Legend 5
Legend 5

Hi @Grr55 

 

Here's another thread where it is also happening.

 

https://community.nowtv.com/t5/NOW-Stick/NOWTV-smart-stick-home-page-doesn-t-load/m-p/572931#M8046 

 

I am not experiencing this myself on two different NOW boxes or my Roku Stick.

 

Apart from temporary trying a wifi hotspot on your mobile phone (if you have mobile data) and testing the wifi bands on your Router (use the lower channel numbers on your Router).

 

Then i am out of ideas.

 

It would be interesting to know what ISP's the affected parties are using and it's a shame the NOW or Roku devices can't be tested on somebody's else Network if you can't test using a wifi hotspot with a smartphone, just to eliminate the home Router out of the equation.

 

Where it's strange it's happening to some (even after a full factory reset on their NOW / Roku devices), but not others.

schnapps
Legend 5
Legend 5

I am also assuming that the other OP's who have reported it on the Community Forum after doing a full factory reset have tried the lower wifi channels on both 2.4ghz & 5ghz on setup if they have a dual band Router (even if they can play NOW content via the star button search workaround).

 

Sorry i can't help any further without encountering this problem myself.

Grr55
Advocate

Thanks I’ll try the suggestion on the link

schnapps
Legend 5
Legend 5

Hi @Grr55 

 

I have just fired up my old NOW Freeview Smart Box which i haven't used in a year or so.

 

After i uploaded the new current up to date software version of the box, i was experiencing the exact same thing where the main NOW home screen page was just hanging there with the loading circle.

 

Pressing the star button workaround on the remote didn't work for me, but when pressing the back button on the NOW Remote i could access the TV Guide and the Search option etc to find NOW Stuff i wanted to watch.

 

i am having a play with the box has i type and if you press the back button and you get the options down the left hand side of the television screen, then go into My Apps and see if there is a NOW App in there.

 

Where on my NOW Freeview Smart box, i clicked OK on the NOW App and the main NOW home screen appeared with the various grid rows such has Continue Watching etc etc.

 

Only problem i have noticed after watching something, the loading / hanging circle reappears when going back to the NOW home screen which is irritating and needs fixing by NOW.

 

Going back into My Apps by following my instructions on paragraphs 3 & 4, gets me back to a functioning Home NOW main screen with everything accessible.

 

I will report this to somebody who works for NOW.

schnapps
Legend 5
Legend 5

Hi @Grr55 

 

Another observation once you manage to get into the main NOW Home Screen page after watching something keep pressing the back button on the remote.

 

This will get you back again to a functioning working NOW home screen.

 

The NOW quick direct access key on the bottom left of the remote also seems to get me a functioning NOW home screen.

 

If you can get the NOW Home Screen to appear it seems like pressing the home button on the remote crashes the software somehow and you are left with the hanging loading circle.

 

So until it is fixed by NOW avoid pressing the Home button on the remote.

schnapps
Legend 5
Legend 5

Hi @Grr55 

 

Ignore the bit about the direct access NOW key on the remote which is not relevant in your case having the NOW Stick.

 

From memory the direct access NOW key are on the older IR remote for use with the gen 1 black box and gen 2 NOW Freeview Smart box.

 

If you can get the home screen loaded from the My Apps section if you can access this and there is a NOW App available on the NOW Stick.

 

Then avoid using the home button on the remote and after watching something via the Home Screen use the back button on the remote instead until you reach the Home NOW screen page on your television.

Grr55
Advocate

Thanks for all your suggestions though sadly still all to no avail! I did have an online chat with NOW but gave up after 1.5 hours!

schnapps
Legend 5
Legend 5

Hi @Grr55 

 

Because i haven't got a NOW Stick to currently test, i am assuming when on the loading hanging Main Screen and pressing the back button on the remote, there is either no side menu on the LHS of the television screen with an option to select My Apps ?

 

Or there is a menu down the LHS, but under My Apps there is no NOW App like i am getting on my NOW Freeview Smart Box ?

 

I am also guessing on the Stick after watching something by using the star button or the voice button pressing the back button doesn't take you eventually to the NOW home screen.

 

It's a shame your NOW Stick doesn't have the direct NOW key access button like my box, where this should have also worked.

 

Sorry there is nothing more i can help with, but i have flagged this thread, plus the other thread that i linked here to the NOW Community Manager to pass on to the relevant NOW Team to look into.

schnapps
Legend 5
Legend 5

Hi @Grr55 

 

I don't know if this is a coincidence or my box was missing some App software updates on my box because it hasn't been used in a while.

 

But i have just gone in the box Settings again and done a further check for updates and there was an update available (3 App updates for me) and the home screen page seems to be working again (even after i powered down the box off and on again).

 

Where pressing the home button now doesn't even crash it after watching something.

 

If you can't access the LHS menu by pressing the back button on the remote to access Settings, then i am not sure how you can force the box to update the Apps if you can't reach Settings (your Stick my have an overnight App update done automatically).

 

Hope you get it fixed somehow.

Snoopy
Mentor

I've been having the same problem of no Home Screen and a blue screen with a buffering circle since Sunday. I have spoken to 9 different advisors because I keep getting cut off on chat. I've had e mails from the Help team but they do not reply when I reply to them.

Today an advisor said I would need to buy myself a new stick. I don't want to do this if they stop working so quickly. I asked for a refund of the passes/ membership we are paying for but was told they couldn't do this. I feel like I'm paying for something I can't access properly. If other people are having the same problem then it's not the stick that's a problem. There must be a system fault somewhere. 

I can't seem to find an e mail address or phone number for customer services or complaints. Does anyone know who I should contact to get this sorted out?

gavs82008
Legend 5
Legend 5

@Snoopy 

If I were you I wouldn’t bother with the NOW stick as they are unreliable and prone to issues.

 

You are best to purchase an Amazon fire stick. Assuming you want to keep the memberships.

 

For customer support email, see below picture.

BA320EB0-A825-4540-B5ED-C13FD335140E.jpeg

FYI that I do not work for NOW, just a NOW customer trying to help
Snoopy
Mentor

Thank you for e mail address. I'm going to ask them why it took 9 advisors and 4 days of being asked to repeat the same trouble shooting actions before being told there was nothing that could be done?

I will also ask if other people are having the same issue why NOW won't admit there might be a problem and try to fix it? I'm not happy to have to shell out more money after buying something in good faith.

gavs82008
Legend 5
Legend 5

@Snoopy 

To be honest mate NOW no longer sell the stick and I don’t believe it’s being made anymore. 

There is a fair number of issues surrounding NOW devices recently. It wouldn’t surprise me if they decided to stop support like they did with the white box not long ago. Although the first device to go next would be the black box, then smart box and then finally the stick.

 

When I got the stick for testing purposes only I wasn’t impressed with it, found it slow and sometimes completely unresponsive. And when compared to the Amazon fire stick, it’s performance is well pitiful. 

Even though I use my Sony Android TV for my NOW viewing I use the 4K fire stick in my bedroom which I’ve not had any issues with whatsoever. 

FYI that I do not work for NOW, just a NOW customer trying to help
Snoopy
Mentor

Thank you for the advice about Firestick. I still think it's unfair that we should have to spend more money to replace a device that other NOW customers are also having a problem with. They will now lose my custom because there's no point buying passes/ membership if I can't get a Homepage to access them. That won't bother them of course!

gavs82008
Legend 5
Legend 5

@Snoopy 

The fire stick has the same home page as your NOW stick when within the app itself.

 

Also it can be connected via Ethernet, with an adapter which is something that the NOW stick cannot do.

FYI that I do not work for NOW, just a NOW customer trying to help
DaiB
Mentor

I've had the issue since 20th December on Roku stick and Now Stick, all other apps work, Now app just gives the spinning wheel. '*' key gets me to tv guide on Roku and App screen on Now stick, I can use the other apps fine.

 

Firestick  - Now app works fine. 

 

Hard resets, router checked, speeds checked all good  numerous Chat conversations, unable to assist

 

Has been with 'Tech' for weeks sent video of the issue. Case ID: 10239651, sadly cant get a reply from customer service, tried using the complaints system, again no replies. Chat conversations, cant advise me but assure me I will get a  reply, still have not got one.  No one is currently communicating and its been 2 weeks since last communication.  Very poor.

 

If you get a result please post, will reply if/when I do

 

DaiB

 

 

 

Snoopy
Mentor

I'm still getting weekly e mails from Now Help asking for some other detail. They now want to know when I purchased the Sticks and their serial numbers. I have no idea of dates of purchase and don't keep receipts beyond a year. This issue is now affecting all 3 of my NOW Sticks. 

Snoopy
Mentor

I've also tried to buy a Roku stick but these seem to be thin on the ground. Argos reduced one and it must have sold out quickly. Plenty of Roku boxes but no sticks in my local shops.

gavs82008
Legend 5
Legend 5

@Snoopy 

If I were you don’t bother with a NOW or Roku stick, your better with an Amazon Fire Stick as they are much more easier to purchase. 

Often Amazon has sales for their devices as well. 

FYI that I do not work for NOW, just a NOW customer trying to help
RoyB
Legend

@Snoopy 

 

I have a Roku Stick, and three Roku Express devices.

 

The advantage of the Stick is that you don’t need line of sight; the disadvantage is that few if any other remotes can emulate its dedicated remote, as this is run on proprietary WiFi, and most remotes are IR. You might get a bit of control over CEC, but don’t hold your breath.

 

The Express devices don’t have this problem because they are IR, but this does mean they require line of sight. One of mine gets that naturally, where it sits, and the other two are fastened neatly under the left hand bottom edge of the TVs they serve, like an extra magic eye, with the double-sided tape that Roku supply for this purpose.

 

Amazon Firesticks are also well worth considering; they have Now and all the major Players, though not the long tail of niche Players that Roku support, including the Country ones that we enjoy whenever Smooth Country gets a bit samey.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.