New NowTV Stick - stuck on logo screen

[Anonymous User]

Hi - looking for some help please.

I've bought a stick for my mum, she went through the set up yesterday and successfully connected to wifi and downloaded the updates. However, she can't get past the logo screen - so we haven't logged in to her account or anything and can't access settings (or anything else on the screen).

We've tried turning everything off and restarting several times but nothing happens, just has the flashing logo. None of the buttons on the remote seem to register when she's on this screen.  Her broadband is working fine. Is there anything she can try please?

Many thanks in advance. Lack of live chat is incredibly frustrating!

[schnapps · Accepted solution]

Hi @Anonymous User 

Sounds like the NowTV Stick is stuck in its reboot loop.

If the NowTV logo in the middle of the television screen is still flashing for more than 5 minutes, then i would be inclined to try these trouble shooting steps in this linked guide below.

Start with Step 1 and reboot both the Router & Stick.

Then try Step 6 - Force a software update on the stick (even if the software version in the hidden menu is the same number).

Then try Step 2 - Undertake a full factory reset and start the full setup again (using the same existing nowtv account details) when you factory reset the stick if there is no option in the secret menu in Step 6 above, then with the television & stick powered on hold in the small reset button on the stick for about 10 to 15 seconds.

Other than that try the stick temporary on another television in the home until it is fully setup and operational.

https://help.nowtv.com/article/troubleshooting-now-tv-box-stick 

[Anonymous User]

Thank you so much @schnapps @for the advice.

No joy with any of the 3 steps but she tried a different tv. Didn't work on the 2nd tv, but magically brought it back to life when plugged back into main tv and she's now set up!

[schnapps]

Hi @Anonymous User

Phew. 

Glad you finally got it sorted.