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

Re: NowTV app with sound but no picture

same thing. as soon as i updated the player, no picture. have you found anything out 

0 Thanks
Reply
Scholar

Re: NowTV app with sound but no picture

Hi Persephone. As I'm using a Mac that link (for the Windows store) doesn't help I'm afraid...

0 Thanks
Reply
Advocate

Re: NOW TV player on pc have sound no picture.

Same problem. I have a Windows 10 PC which was working fine. Went to watch Game of Thrones last night night and forced to upgrade now have sound and no picture. AND NO GAME OF THRONES. I uUsed the Live Chat service. After being repeatedly asked to install and uninstall was told to try the NowTV App which crashed loading and froze the PC.   I still have the problem and no sign of a solution. Problem has been sent to higher team whoever they are.  Why do they force upgrades that just dont work ? grrrr. Come on NowTV sort this out

 

Scholar

After App Update NO PICTURE (Sound Only) - New Thread, as the old one is not being responded to

Dear NOWTV - I have had quite the day so far. Hours wasted trying to fix a problem created by a bug in the latest app update...

 

Here's my letter of complaint. I've tried sending it directly to you but the contact form isn't sending my text - What a suprise. I shall post it here for everyone to read. You may notice that I'm rather angry and at the end of my patience... I make no appology for being cross.

 

---

 

Hello. I’m writing to make a complaint about both a major technical issue (emanating from your end) and the way your company is handling it, or not handling it to be more accurate.

I signed up to NOWTV back in May specifically so that I could watch the new series of Twin Peaks her in the UK, both legally and in good quality. It was (and is) particularly important to me to see each episode within a few hours of the US broadcast in order to avoid online spoilers. Even yourselves (as Sky TV) post spoiler images within minutes of the first airing, and as I have to use social media for my work it’s imperative that I stream the episodes early on a Monday morning – I even plan my working day around this.

 

So that’s the context. Here’s the problem – After many weeks without any issues this morning I was prompted to download an update for the NOWTV Player when I fired it up to watch Episode 15 of Twin Peaks. Once the update installed I was unable to watch anything! I get the audio, but NO PICTURE. My computer is a MacBook Pro, and this problem occurs with both Firefox and Safari browsers.

 

I then proceeded to spend HOURS trying to solve the issue. I can see that I’m not alone as there are posts on your own forums and on Twitter about the issue, but so far no public acknowledgement or fix issued. I turned to the Live Chat feature and spent ages with an operative who got me to uninstall and reinstall the app, all to no avail – It was the same faulty version (2.1.1.) and just as our chat was getting to the point of them asking for further technical help from your own team I lost my connection! I then started a new Live Chat with a different operative who seemed unable to call-up my previous chat details, so I had to start all over again… After a very long time in which they got me to do the same actions as before (despite my telling them) and a few others they were baffled and referred it to their own tech people. Eventually I was told that it is apparently a “known issue” and that your tech people are “working on it”. When I asked for an estimate of how long this would take I was told “maybe two days”…

 

This is really not good enough! As a paying customer I should have a working service. If a technical problem occurs (especially when it’s down to a bug in your own update) you should treat it as a high priority, and above all else BE CLEAR AND HONEST WITH CUSTOMERS. So far I’ve seen no public acknowledgement by your company that the problem exists. It took me two hours of Live Chat to get one of your staff to admit that you know of the problem, and there is NO COMMITMENT TO FIX IT FAST. In the meantime my enjoyment of my favourite series (and the ONLY reason I signed up to you) has been totally marred, plus I’ve wasted half of my day off.

 

My Chat Reference Number (for the second of two Live Chats) is 02403985.

 

I am complaining not only about the technical issue but also your total lack of urgency or public acknowledgement. When you reply please do not give me a scripted “we understand how you feel” line (like the two chat operatives did). Please also do not repeat the same unhelpful ‘advice’ that was given to be earlier as it does not work – the app needs fixing… I want a proper unscripted human reply telling me what you’re doing about the issue and how soon it will be fixed. If not I will take this further and be as loud and public as I can.

 

I expect a prompt reply, thank you.

Mentor

Re: NOW TV player on pc have sound no picture.

Likewise. This morning's update appears to have wiped out the video but not the audio. Have tried: uninstalling and reinstalling:

Full download

Store version

Store version from link mentioned here

Tried clearing Chrome cache

Tried Silverlight version

Getting c0252600 error code on standard version.

Running Win 10 Creator on 32 bit machine with standard graphics driver.

All help welcome, but looks like the update needs rolling back. 

Tags (1)
Scholar

Re: NOW TV player on pc have sound no picture.

AE2017, after two hours and two live chat opperatives (plus several public Tweets) they admitted to me that it's a "known issue". However there's still no commitment to a fix timescale, and no public announcement about the problems...

NOW TV Team
NOW TV Team

Re: NOW TV player on pc have sound no picture.

We're aware of the cause and hoping to release the fix as soon as possible.

Mentor

Re: NOW TV player on pc have sound no picture.

On the plus side, it does seem to work on my laptop, which, for reference, is Win 10 non-Creator, 64bit, standard Intel graphics driver.

 

0 Thanks
Reply
Advocate

Re: NowTV app with sound but no picture

Hi, is there any update on this?  I'm getting the same issue on my laptop and don't have any other way of accessing NOW TV.  I've tried downloading the app from the store but just get a playback error each time.

Occasional Poster

Re: NOW TV player on pc have sound no picture.

Awful. I hate that NowTV is the only way I can legally watch Game of Thrones. I'm forced to pay for it every year for the couple of months that it's on and every single year there's some kind of rank amateurish technical problem from NowTV that stops me from being able to just watch it, depsite the fact I've paid for it. This is exactly the reason why every year I cancel it at the earliest possible opportunity. Your service is utterly terrible. Why on earth would you release a player with bugs in it?