NowTV Won't Load

[Anonymous User]

Hi, I've had issues for the last 24 hours watching NowTV on both my black box and Roku box. The home screen on the black box is just spinning circles and when I go to NowTV through my apps, it opens briefly and crashes on both players. I've done factory resets and software updates but nothing has worked, and while I understand the circumstances there is no support available at all. The fact that it's both players means I'm thinking the issue is NowTV not the boxes- all other apps are working, and NowTV is working on my phone. Please help!

[schnapps]

Hi @Anonymous User 

My NowTV boxes and Roku Players seem to be working fine for me at the moment when watching NowTV (touch wood).

The loading spinning coloured circles on screen usually means the box is buffering where there isn't sufficient internet information getting to the box or there is a poor wifi reception on the box if you are not using Ethernet.

I am assuming you have tried a reboot on your Router (even if your other devices are working) ?

Also what's the internet speed reading at the moment and are you using more internet devices in your home than normal and your incoming internet speed is struggling to cope ?

Apart from that it sounds like you have done all the basic steps that i would have tried.

[Anonymous User]

@schnapps Thanks for your response- I've tried rebooting the router too but nothing. Everything else in the house is working so I don't think it's the internet connection. I tried calling NowTV but they can only provide broadband support by phone and there is no online help available so I don't really know what to do! 

[schnapps]

Hi @Anonymous User 

If you are happy that you have plenty of internet bandwidth headroom in your home and gone through these trouble shooting steps in the link below, then i don't know what else to suggest.

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

Should all of your NowTV playback devices had been problematic, then i would have said maybe try switching the power off to your Router for about half an hour.

Perhaps somebody else on the forum can offer some further suggestions that can help.

[Anonymous User]

I've had the same issue. No help avail from NOWTV. The app works on my phone though bit not on my TV. Ive tried all steps suggested 8ncluding factory reset.

Any help appreciated. 

[Anonymous User]

I've tried this has left both router and stick off overnight and still having same problem 

[Anonymous User]

Did anyone get any help with this? Did anyone from Now TV read and offer any help?

I understand that they might be short staffed, but, out of all the streaming services we've used through the years NOW TV have always been the clear winner with glitches, and things just not working properly.

We've got the same problem with just circles on the box.

App works fine on a pad but subtitles (which we need in our house) not displaying via chromecast?

So need the box working.

Tried a factory re-set, and un-plugging etc - nothing helps.

Anyone at NOW TV available to help with this?

Thanks.

[Anonymous User]

@Anonymous User no response from NowTV at all- I've tried on Twitter too and nothing there either. I completely understand the situation and am fine with things taking a bit longer than usual, but for me it's now been a full 14 days with it not working on either of my boxes. No idea what else to try!

[Anonymous User]

Ive had the same problem trying to get now tv to load up on my LG tv, with the following annoying scenarios:

1. colour balls going around and around.......

2. blank/black screen, waiting for something to happen

3. Error message "well, that didn't go to plan... NOWTV isn't loading. Please try again in a bit.

4. Error message "Unknown Page Error - something's not right. Give it a moment, or check the internet connection"

So, after 5 days into my 1 month paid subscription for sky movies i am still yet to see a movie, my quarantine is getting worse by the day.......  so i decided to try and watch something on my laptop and now im unable to do that too 😞 😞 im getting a message that i have recording software detected on my laptop and to close all open apps........ i wish i could detect this mystery software then i could close it..................  Can anyone help??!!!

[Anonymous User]

I have resorted to contacting nowtv via there complaints company resolver in an attempt to get some contact that was a week ago still nothing. At the moment I am using my xbox to watch nowtv on  which is not why I bought a nowtv stick. I get the situation at the moment is unlike any before but some sort of response from nowtv would be appreciated. Even if it's just an acknowledgement that we are all having these problems and they will look into it when they have more time.

[Anonymous User]

I tried to put a reply in to this via my phone last night, but it wouldn't let me - the NOW TV  glitches seem to be everywhere.

I know we have a situation going on in the world right now, but I find it hard to believe that a multi million pound company has nobody at all available to respond to problems, or can't  they get some technical advisors working from home? Again, I do realise that this situation is a new one, and there are bigger problems out there, but some people are locked in at home and need services like this to at least offer some sort of support.

We've tried everything suggested on it's list to get the box working, but it's still spinning?

We've always eventually had problems with NOW TV, and always eventually spent time with customer support - so it's always been the first to go when we decide to get rid of a streaming service.  Now there's not even any kind of customer support at all.

We'll be getting rid again once the current subscription has ended.

We'll stick with Netflix, which just seems to be a better run service, and btw has never once needed customer support. 

These services are needed more than ever, so some contingency should be in place. 

Amazon and Netflix still have some basic support, why not NOW TV?

[Anonymous User]

Changing the amount of ‘bits’ of data (the techie term is bitrate) streaming through your NOW TV Box or Smart Stick could reduce buffering.

Press these buttons quickly on your remote control:

1. Home x5
2. Rewind x3
3. Fast Forward x2

You’ll see a screen with various bitrate options. Just select ‘Automatic’ and try watching your programme again.

[Anonymous User]

Try this...I did on my Now Tv black box and am able to watch....worth a shot...Good luck

[Anonymous User]

alas tried that, already set to Automatic.

Come on NowTV, this is effecting a lot of people @Anonymous User you listening

[Anonymous User]

NowTV on both of my boxes suddenly started working yesterday- 16 days after it last worked! I've made multiple settings changes (trying everything in this thread), resets, the lot- none of that worked, it just kicked in. Underscores my feeling that this was nothing to do with my settings/boxes/internet. Still no response from NowTV on any platform, however. 

[Anonymous User]

Lucky you... what sw version and build is it showing? I have 9.2.3  build 4123. Doesn't change with the update or secret update option.

[Anonymous User]

Now TV is still not loading up on my Now TV box and my Roku box. It's been like this for at least the last few days.

I have tried all suggestions by the helpful community here, but with no results.

There is no customer support available. Absolutely ridiculous considering this company is owed by Sky.

Come on Now TV, fix it! 

[Anonymous User]

Tried this already set to automatic. Still waiting to here from now tv regarding my "complaint"

[Anonymous User]

I have some luck with my Now TV box, I haven't tried the Roku box yet.

I have access the secret menu at mentioned by @Anonymous User by doing the following:

1. Home x5
2. Rewind x3
3. Fast Forward x2

Bitrate is set to automatic by default, I change it to 12Mbps and the now TV interface starts working.

Problem is, the bitrate setting keeps returning to automatic, so I have to keep going back to change it.

Looks like buggy software, and I wish Now TV would change it or provide some real support here.

[Anonymous User]

@Anonymous User has found a workaround for this and it works for me:

sorry if this breaks protocol as i am new on here and unsure how to officially link to another thread.

He has the issue on a stick i have it on the black roku box, same issue - now tv app not loading. fix seems to be: dont load it! search first and go straight in to a program rather than opening the app first.

Re: Roku Streaming Stick Plus - NOWTV App looping straight back to home screen

‎10-04-2020 8:48

So I've narrowed down the problem. It only loops when you try going on the MyTV tab at the side of the app. 

If you watch a show via the Roku search, it plays fine. The next time you load the app, it goes to a different tab (I think related to the last content you watched), say Movies or Entertainment, and the app stays loaded. 

As long as you don't rest on the MyTV sidebar, the app continues to work. As soon as you try looking at MyTV, the app resets to the Roku home screen, and each time you boot up it goes straight to MyTV, resetting the app. Again, if you watch something from the other search, you can get it working again.

It's still kind of frustrating, but at least I've found a (sort of) workaround for now.

[Anonymous User]

So I've narrowed down the problem. It only loops when you try going on the MyTV tab at the side of the app. 

If you watch a show via the Roku search, it plays fine. The next time you load the app, it goes to a different tab (I think related to the last content you watched), say Movies or Entertainment, and the app stays loaded. 

As long as you don't rest on the MyTV sidebar, the app continues to work. As soon as you try looking at MyTV, the app resets to the Roku home screen, and each time you boot up it goes straight to MyTV, resetting the app. Again, if you watch something from the other search, you can get it working again.

It's still kind of frustrating, but at least I've found a (sort of) workaround for now.

[Anonymous User]

This solution has worked for me. Thanks so much! Now I can use my stick for movies and apps and not have to keep switching to my xbox! Hopefully nowtv/sky will sort this when isolation ends