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Legend 5
Legend 5

Re: box keep freezing


@biff2014 wrote:

my isp is virgin media and my broadband works ok. i have other devices which run ok on it.


Don't panic,

 

How is your NOW TV playback device connected to the internet. Is it via a wired or wireless (WiFi) ethernet connection?

 

Have your tried performing a Hard / factory reset on the NOW TV Box?

 

 

Cheers

• TV 1: LG 65UH770V | Software: v05.30.65 | OS: webOS v3.3.4 • TV 2: LG 43UH668V | Software: v05.50.55 | OS: webOS v3.3.4 • All TV's: NOW TV app v4.7.25 | Post Processing Features: All disabled  • ISP: Virgin Media@100Mbps | WIRED NETWORK: 1Gbps | NAS: Synology DS212+ •
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Scholar

Re: box keep freezing

at moment its connected wireless, but ive had it connected through lan cable aswell just to rule out connection problems.

 

yes i have done hard factory reset too no change there....

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Anonymous User
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Re: box keep freezing

@biff2014 When it freezes, is it on the new homepage that it does it? DOes the clock at the top right stop ticking too? The box will accept the remote but does absolutly nothing (boxes light flashes but nothing happens).

 

 

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Scholar

Re: box keep freezing

when it freezes, you can hear the clicking noise on the remote but nothing onscreen is working its just frozen and you cannot do anything to it, but reboot it...

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Anonymous User
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Re: box keep freezing

@biff2014 It does sound like you have come across the same bug i have reported, if so there is nothing to we can do to fix it, it is a problem with the software (thus why it only started after the update).

 

It could still be something else though but as ive been looking exensivley into the root of my crashes as mentioned above i wonder if you could try something when you have time. Basically leave you box switched on, sat on the homescreen (all apps closed) and switch off your router for 15 mins. Where the clock is on the homescreen it will show 'not connected' insated. After the 15 mins, switch the router back on, let it start up fully. The homescreen clock will come back and the 'not connected' message will go away. Let the box stand for a couple of mins after this, then see if it has crashed.

 

May seem an odd request but as said ive been tracking this down since the update so if you have come across the same bug as i have your box will likely crash after you do that, which is being caused when your ISP assigns you a new I.P. address.

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Advocate

Re: box keep freezing

My box does the same thing since their update: on startup, i.e. switch box on via power point it loads up and freezes on grey screen. Only way I can get it to load properly is on frozen grey screen is to press nowtv button then home button.

 

It's quite annoying and I'm sure its no coincidence its happening since their update.

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Anonymous User
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Re: box keep freezing

@DaCozmo

 

Just wondering if when you turn you box off by the mains do you also at any point unplug your router? I know some people tend to switch off things over night or when not in use. I am just trying to gather info onto this problem which i reported weeks ago and see if they match my own findings. Hopefully if we can gather enough info on this bug they might actually start to pay attention to it.

 

I have been able to reproduce what you describe if i unplug the box then the router. Switching the router back on then plugging the box back in after a short while results in the grey empty/blank screen and appears to happen becuase the I.P assigned by your ISP has changed since the box was last used, when the router was restarted and the box doesnt like it.

 

I can also reproduce this by simply turning the router off while the box is sat on the new homescreen, leaving it off for a short while and then switching it back on. The box will then just freeze compleltly and you have to unplug it. When you plug the box back in you again get the grey blank screen.

 

The i.p. can change even without unplugging your router which when it does 9/10 times crashes the box too. (for example if your ISP does maintence or there is an outage) and so far i have never had the grey screen or box crash in either scenario as long as the I.P. has not changed.

 

 

 

 

 

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Advocate

Re: box keep freezing

I dont switch my router off, just the nowtv box.

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Scholar

Re: box keep freezing

ive dug out my other now tv box the white one and this works ok, so until they sort out the software issue im not using the black one.

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Community Manager
Community Manager

Re: box keep freezing

Hi @biff2014,

 

Thanks for posting.

 

Can I ask you to follow these steps which should reinstall the current firmware update for you? 

 

Thanks

 

Simon

NOW TV Team