cancel
Showing results for 
Search instead for 
Did you mean: 
Skegger
Advocate

Now TV will not launch on Roku Express

Now tv has performed

an update on Roku Express but now the app won’t launch. I have switched off , rebooted , removed and added now tv , performed software update via secret menu but still Will not lunch. It also does not show on Home Screen. Roku simply beeps when I try and launch  app after from the install screen. 

1 Solution
Mark_Weinreb
Legend 5
Legend 5

@MorelloCherry NowTV have acknowledged the problem, and are working on a fix. In the meantime, if you do a software update on the affected device, if should roll back to a stable version.

 

Please let us know if it works.

View solution in original post

57 Replies
MarkEastwood
Advocate

I'm having exactly the same problem.  Was working around 8:15 but had stopped by 12:30.  Looks like it's trying to update to v6.4.2 but doesn't open or appear on home screen of either of my roku devices.  Tried everything up to and including a factory reset but no joy.  Raised a call with support but I think it's a problem with the update itself.

Donna27
Newbie

I’m having the same problem has anyone found a solution? Or have a contact to help solve. Thanks

Rachel04
Advocate

So annoying mine is doing the same - tried unplugging, remove and relaunch app, remove app then unplug and reinstall and reset but no joy. Any news on how to solve? Thank you 

JFS
Mentor

Nothing yet I’m afraid. With the updated version released on 19/03 (same version number as the 18/03 version), I now get Now added to be channel list on the Home screen, but when you select it you get the Now app up for about 3 seconds, then it disappears. The Now Help desk have said that the Roku platform is currently a problem that they are working on. Maybe they should have worked on it before they released it
cb45
Advocate

Yes we are having the same issue....it’s infuriating.

Amtrakuk
Scholar

I've emailed support making them aware of the problem.   Not sure if it is only the Express sticks that have issues.  Hopefully it will prompt them into action.

JFS
Mentor

I received this from Now last Friday: “With regards to your query, having checked I see that there is a on going issue with Roku device. Not to worry I have passed your case to the relevant team who are working on it.”
Don’t know why they are still telling Roku users to reset their boxes if it’s the Now app that’s the problem. They refunded my subscription when I requested it because of the problem
ettyg
Mentor

Well it's now day 6 of this lack of effective action from what passes as customer services at the newly re-branded NOW. Seems like they are using a stock 'we're looking into it' response to fob everyone off.  I hope their re-branding includes a financial element that covers the cancellation of unusable accounts.

Neil_M
Occasional Poster

Yes, I just cancelled my subscription, though apparently I can "keep watching until

26 Mar" — which is pretty remarkable because I haven't had access for the last 6 days, since their update! I'm sure the NOW launch will grab them lots more happy subscribers, but this (unhappy) one is off. Why? Because they didn't even have the courtesy to explain that there's been a problem (far less able to sort it out.)  One day we were watching their shows, the next day our bundle couldn't be accessed. Very, very, poor customer service.  What a shower!

Amtrakuk
Scholar

I have emailed them, I may just try and call them tomorrow and see if I can speak to someone.  The lack of a patched version is not good enough, shame as it is a great service.

gavs82008
Legend 5
Legend 5

@Amtrakuk 

Before you try “calling” NOW you won’t get very far as there is NO number for TV memberships. The number is only for broadband customers.

 

 

FYI that I do not work for NOW, just a NOW customer trying to help
schnapps
Legend 5
Legend 5

I managed to find my old Roku Express model number 3900EU which i haven't used in about 3 years.

 

Updated the firmware under Settings > System > System Update > Check now and it updated to software version 9.4.0 Build 4200.

 

I then went back to the main Roku home screen and again went into the Settings > System > System Restart  > Restart.

 

After the Roku Express rebooted the new re-brand NOW App was showing on the Roku home screen.

 

When clicking on the new look NOW App for the first time it took one or two minutes to load up, then after that i was navigating around the new UI without any noticeable problems from my quick 5 minutes test (though i agree that the jumping between the NOW UI screen pages are much slower than the previous NOW App).

 

I have got an old purple Roku Stick somewhere in the house and i am going to try and find it tomorrow.

 

Where my gut feeling that this older purple Roku Stick with less processing power and RAM will be the device that is going to cause me difficulties updating to the new NOW rebrand App.

 

Hopefully i can track down the old purple Roku Stick to test out.

 

Should you be using a different Roku model from the Roku Express, then please quote the model number under Settings > System > About.

Amtrakuk
Scholar

I'm using a purple one.  The "NOW" app installs but when trying to open
the app, after about 5 seconds of the new NOW splash screen the app
crashes back to the main screen.  See if you get anywhere with yours
schnapps
Legend 5
Legend 5

Hi @Amtrakuk 

 

So i finally tracked down my old purple Roku Stick model 3500EU which i haven't used for about 5 or 6 years and the NOW new rebrand App doesn't open and reverts back to the Roku Home Screen page like others have reported.

 

No problems with my more powerful and newer Roku Stick Plus and Roku Express devices when opening up and using the new NOW UI.

 

Haven't tested the actual Roku Express playing any NOW actual content because i haven't got any spare device slots on my account and only had a quick play around with Roku Express NOW UI.

 

My old purple Roku Stick model 3500EU is going back in the cupboard now to collect more dust because i don't use it anymore and i am lucky enough to have other newer devices to fall back on.

 

I hope that any Roku owners who are (i am assuming) using the older Roku devices gets this resolved somehow by NOW. 

Amtrakuk
Scholar

I'm not sure of the model number but my purple stick is behaving as your purple one.   I'll try and give them a call tomorrow - now I know the model number 😉

 

At least there are other apps and Amazon to watch.

schnapps
Legend 5
Legend 5

Hi @Amtrakuk 

 

To find your Roku device model number go to Settings > System > About.

ettyg
Mentor

So it's now day 7 of no NOW on roku and still no meaningful response from NOW . Promised e-mail must be lost in the post.                                                                                                                              Yesterday I scrounged a firestick, which according to the fanfare is now compatible, but after the rigamarole of installing the NOW app i still can't get it to work. I followed every tip and suggestion and the only difference it made was that i can now see the menu so i know what i'm missing ( which to be fair hasn't been a great deal for a while now).

 

rickdev72
Mentor

I have also lost a week of NOW TV due to the app icon turning from a sporty orange to a very sickly green. No doubt this has something to do with the fact that the NOW TV stick I have does not work either even though I went all through the re-registration and getting my access to my account. I can see my payments but I CANNOT EMAIL NOW TV. GRRRRRRR!!!!!!!!!!!!!!!!!!!!!!!!

Frannn
Advocate

What was the solution? I am having the same issue :o(

 

schnapps
Legend 5
Legend 5

Hi @Frannn 

 

If you are using the older purple coloured Roku Stick model 3500, then at the moment there is no solution yet.

 

Where owners are awaiting an answer and hopefully a fix from NOW.

 

Are you using the older Roku purple Stick or another Roku model ?