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Anonymous User
Not applicable
‎12-10-2020 19:01

Now TV Player not working

Hello,

 

Since the 26th September I've been having a problem with the Now TV player. At the moment when I click to watch something the Now TV player loads up for a few seconds and then disappears. For a few days prior to this when I was watching something the video would stop and then I'd have to load the player again until it just stopped playing anything.

 

I'm using the Now TV on a laptop and I've uninstalled and reinstalled the player about six times and I still have the same issue. I've deleted the cookies on my computer, reset my router and restored my computer to an earlier date to see if any of that might help but it hasn't. Is there a way I can fix this?

 

Best wishes,
Jamie

53 Replies
gavs82008
Legend 5
Legend 5
‎12-10-2020 19:08

@Anonymous User 
Sorry I don’t use my laptop to watch Now TV. All I can suggest is jumping onto Live chat to report the issue. 

You are best to highlight to them everything you’ve done to try and resolve it yourself.

 

Live chat on link below.

https://help.nowtv.com/article/how-to-submit-a-complaint

FYI that I do not work for NOW, just a NOW customer trying to help
0
Anonymous User
Not applicable
‎14-10-2020 14:35

In response to gavs82008

Live Chat does not work, at least for me. Clicking on the Live Chat button results in nothing happening.

Anonymous User
Not applicable
‎16-10-2020 20:39

I have same issue. I have never had it working on my windows 10 pc. It does exactly the same as you wrote. I have contacted live chat a few times and they say that they have escalated to support team, but here i am 6 weeks later still stuck. No response from the escalation team at all. It is poor support really. 

Anonymous User
Not applicable
‎08-11-2020 22:09

I had exactly the same problem after downloading the recent NOW TV player upgrade to my Acer touchscreen laptop. I have downloaded it 4 times, cleared the previous version and also the current version several times and even deleted the appdata area for a clean install.  The laptop has 8Gb RAM and is running Windows 10 Home, the same as as my PC on which the app loads OK. 

The upgraded version of the player appears less robust than the previous version and needs urgent work.

0
Anonymous User
Not applicable
‎21-11-2020 14:28

I have the exact same issue as all you have described. It opens for a few seconds, tried everything obvious then it just closes.

Anonymous User
Not applicable
‎23-11-2020 16:26

In response to Anonymous User
I gave up and bought a NowTV smart stick for £25 on Amazon.


Anonymous User
Not applicable
‎23-12-2020 16:00

I have been having exactly the same issue as you desribed. No matter what i do with NOW TV they dont sort things out. I have downloaded, restarted, took my pc back to factory defaults and still it just loads for a second and then stops. Pointless, and really bad service from start to finish.

Anonymous User
Not applicable
‎10-01-2021 21:05

In response to Anonymous User

Same here. It was working fine until a few days ago and now I can't get the Player to stay open, it just disappears after a few seconds. I have updated my laptop, uninstalled and reinstalled the Now TV app several times. Still the same problem. I decided to just cancel my direct debit, as there's not much point paying for something I am unable to use. But there is no way of cancelling the DD from my online bank account. If it doesn't start working soon I'm going to ask my bank to stop paying it anyway. It looks like its all a bit of a faff trying to cancel membership, which is usually a bad sign.

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Anonymous User
Not applicable
‎12-01-2021 2:54

Have you sorted the laptop problem yet as i've got this problem as well and would like to know what to do. 

 

Anonymous User
Not applicable
‎12-01-2021 8:04

In response to Anonymous User

be honest, NOW TV as a company doesnt care about its customers at all. I have messaged them, and no matter what i do i dont get a response. We signed up for NOW for the Sports for my Dad. He cant see the TV so a laptop was good as he can be so much closer. POINTLESS if you cant get it to work for a few seconds for over six months.

Anonymous User
Not applicable
‎12-01-2021 19:19

In response to Anonymous User

I only use the laptop so I am really stuck. And paying for something I cannot access. And I am unable to cancel the direct debit! I don't know why. 

 

Feeling very frustrated with Now TV. I am going to give them bad reviews!!!

 

Nobody has been back in touch with me..... 😫

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Anonymous User
Not applicable
‎12-01-2021 19:22

In response to Anonymous User

 i have the exact same issue. the tv player keeps closing on me after 2-3 seconds of opening. now tv provided a "fix" however this did not work at all. like you i am paying for something i cannot use!

 

the user interface for now TV is also terrible alongside all the other issues...

gavs82008
Legend 5
Legend 5
‎12-01-2021 21:02

In response to Anonymous User

@Anonymous User 

Drop an email to customer service, address is in the picture below 

1F4E7AB5-1363-45D8-A1B3-8D725B508AB7.jpeg

 

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable
‎12-01-2021 22:12

In response to gavs82008

Thanks I'll try them again. Just out of interest I have seen forum threads where people are changing their background theme to 'aero lite' and this has worked. But I have done this and still the player just keeps disappearing. It seems I am not the only one.

Thanks for your help. I have accepted a reduced payment while we try to sort it out - I say 'we' 😄- Now TV have not been involved in this process at all yet!

I'll post on here if I get anywhere, or if I just cancel my subscription.

 

In the meantime it is useful to know that you get offered a discount once you decide to cancel your pass.... 

 

Ta!

 

Elly

Anonymous User
Not applicable
‎12-01-2021 20:31

I think it’s since they updated the app.

 

Since I did the update barely any programmes now play on my Apple TV box. 

Ive tried resetting the box and turning it off and on again. Uninstalling but still doesn’t work like it did!

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Anonymous User
Not applicable
‎14-01-2021 11:59

Ive been having this problem for the last few days too, everything was working fine until suddenly the player refused to load properly and would just shut down after a few seconds. Reinstalling the player didn't help.

 

I have just found an old thread with a solution that worked for me!

https://community.nowtv.com/t5/PC-Mac/Player-keeps-crashing/td-p/497512

 

"Navigate to C:\Users\username\AppData\LocalLow

 

Delete the Cisco folder

 

Open NowTV Player and it should work.

 

If this doesn't fix it, delete that cisco folder as well as any NowTV folder inside C:\Users\username\AppData\Roaming 

Then reinstall NowTV Player

 

Tested on Windows 10 x64"

 

 

Just deleting Cisco in LocalLow worked for me.

Hope this helps! 

Anonymous User
Not applicable
‎30-01-2021 14:02

In response to Anonymous User

Perfect! Thanks for sharing. This worked for me!

Anonymous User
Not applicable
‎03-02-2021 22:25

In response to Anonymous User

Thanks so much, after going nuts trying to figure it out, I deleted the Cisco folder and its working. 👍🏻😘👍🏻

Anonymous User
Not applicable
‎03-02-2021 23:11

In response to Anonymous User

Thanks for sharing. I followed your advice and deleted Cisco and although I am a step closer, sadly still no cigar. The player doesn't switch off straight away any more. But instead I am now getting that annoying 'Oh No! Something's gone wrong" page. 

 

I had a couple of emails from the support team but since none of their advice has worked they've gone quiet, but said they would be in touch.  We'll see.

 

In the meantime I can access on a tiny screen, but that's not really what I signed up for.

 

Thanks for your helps everyone. Much more helpful than Now TV itself!

Anonymous User
Not applicable
‎08-02-2021 21:35

In response to Anonymous User

New customer..

 

Cant get the player to work on windows 10 pc...

 

Install, uninstall, remove cookies etc all fail..

 

I will get my revenge on Now TV...waste some execs time just like they wasted mine

 

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