⚠️ Blue screen on your box / stick

[Simon-J]

We're aware of an issue where some customers are the screen flash blue for a short period on their box / stick. Our teams are working hard to get to the bottom of this.

To help our teams with the investigation can we ask you to reply to this topic and provide the following infomation:

1. Content details (name of film or series and episode number)
2. Device type and serial number (Black box, Stick, Smart box with blue now tv logo, Smart 4k box with pink now tv logo)
3. Television make and model, power cable used, being used with bundled HDMI lead etc
4. Time the issue was seen to the closest hour

• If possible, upload a video of the blue screen appearing with your reply

Thanks

Simon 

[Anonymous User]

Hi.

i have this issue: content: Frozen 2, device: black box serial no: 84277N029262, tv: Panasonic TX-P50GT50B.

can you advise on a fix please? It is incredibly irritating.

[Simon-J]

Hi @Anonymous User 

Thanks so much for clarifying those details. Can we just ask you to clarify the following:

- is the HDMI cable your using the one that was included with the box?

- is the power cable the same one that was included with the box?

Thanks

Simon

[Anonymous User]

Hi.

Yes on both counts

[yahsfa]

I have this on many programmes with the black box.

It is the original power supply, could not swear about the HDMI.

Time seems not to be important, I got it midday, evening etc.

That major update really was not so good.

[Anonymous User]

Been getting flashes of blue screen on anything I watch since you've revamped NOW TV. I even get it while looking through the index, there it goes & doesn't come back til I use the back arrow. It's bloody annoying, ruining my enjoyment and hardly bother with it anymore as hate the new layout also. Once my subscription runs out next month, I don't think I'll bother resubscribing! Shame, I used to love it!!  Have a box, Sony TV connected by HDMI lead as has always been the case for years and never a problem before you changed the format. I think we should be getting compensation tbh!! 

[Anonymous User]

Just started noticing this today.

Watching - The Secret Garden

Time - Started at viewing at 13:45, currently still happening.

Although the wife and daughter say it has been happening with other films this morning.

Get the blue screen about every 60 seconds or so and it stays visible for up to 2 seconds.

Black Box.

TV - LG Plasma 42PG6010

HDMI Cable is not the one that came with the box, however is the one that has been installed and working with the box with no problems for the past 6 months.

Power supply is the one supplied with the box.

[Anonymous User]

I have the same blue screen problem. The only way I've found to solve it (not ideal but has worked so far) is to unplug the powerlead from the roku box once you've finished viewing and plug back in when you're next ready for some sky TV. Crazy to have to do this but unfortunately blue screen issues every time if I don't.  It's  good to know the now tv IT experts are on the case with the usual advise "have you turned it off and turned it on again?". Don't they get the point that we shouldn't have to continually do this as a fix? Doubt we'll see anything change until the next ui and background update.

[Anonymous User]

Watching sky sports on tv box and it keeps flashing between programme and Blue screen.  Hdmi cable and is a Toshiba 42 inch tv 

[Anonymous User]

I'm getting the same Blue Screen problem since the update that changed the format of the home screen 

Frankly, I preferred the old format and I never had a problem with it.

[oliverm12345]

Getting the same thing we have got three boxese and they all have blue screen flash dose not matter which tv or movie we have on tried different tv to boxese but no luck. Getting very tired of it fast. Its all started on the last big update which looks pants. If it was not brocken why play around with it

[Anonymous User]

Casper @ 20:15 07/11/2020.

Now tv black box 84274J000041

Samsung model LE32B450C4W

original hdmi and power cable supplied  being used.

[Anonymous User]

Now TV box on a Hitachi TV Blue screen stating

'NOW TV currently unavailable' since around 5pm. And STILL unavailable.....

[Anonymous User]

Hi the blue screen has just started this morning. I have a black box, hdmi, LG tv that’s an older version (so not smart) - it started flashing a full blue screen intermittently while watching “the vow” documentary. 

Have any answers/resolutions been recognised? 

[Anonymous User]

I have black NOWTV box S/N326670100572.

Blue screen appears all the time on all programmes watched irrespective of programme or time.

Connected to Samsung TV using cables supplied with Now TV box. Was working well until about 2 weeks ago. 😬. please resolve ASAP. Thank you.

[Anonymous User]

Black box

Samsung TV original power cable and hdmi

Very frustrating 

[Anonymous User]

Issue now resolved (hopefully!😬).

Removed power and HDMI cables from NOW box and rebooted router and reassembled.

Currently ok. Watch this space 🙄

[Anonymous User]

Indeed so!

[Anonymous User]

Blue screen flashes every minute for a couple of seconds.

Black box s/n 3266AV207251

Sony TV

All original cables 

Really annoying. 

[Anonymous User]

This happens bang on every 60 seconds.

The blue colour is the same as the background on the nowtv menu.

TV does not show any sign of losing input.

Seems to happen across all content, I've just watched 10mins of FBI S2E06 and counted 10 flashes every 60 seconds with a stopwatch running.

Using a NowTV Black Box (fairly old now I admit, but has always worked flawlessly).

One thing I have noticed is that when I pause the stream the same blue screen appears permanently (no text, no pictures, no logo or anything). Could this be related to pausing a stream and it not resuming properly? I'll test this later. If I let the content play right to the end (past credits etc.) the same blue screen again.

Happy to try beta updates if you need someone to test fixes - I have a couple of identical black boxes...

[deshepherd]

Was getting blue screens tonight. Watching Riviera s3e1, NowTV box, Samsung TV + Yamaha AVR, original PSU but probably not supplied HDMI cable.

Found this thread and noticed the 60sec comment so started checking ... blue sceen is flashing up for ~1sec every 60secs *exactly* at the start of th eminue - after program ended went to the menu page and there's a similr flick to blue screen and back *exactly* as the time display in top right corner ticks forward a minute.

As others have commented this has been a persistent problem since the new "homepage" wasa introduced ... and like most other comments, I hate the new look and thought the previous more minimalist style was perfect.