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Anonymous User
Not applicable

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
badgerhead27
Advocate

Thank you so much for this- I have used Bitdefender for some years and the NOW TV app. All of a sudden the latter stopped working - the NOW TV app opened but didn't prompt me to go to the web to choose a program. I contacted the helpdesk who tried to reset my account.

 

I got disconnected but thought I would reset my PC which I did. It worked until I installed bitdefender so clearly that was the problem. Bizarrely, using the NOW TV app whilst I reinstalled bitdefender allowed me to use it until I restarted the PC.

 

Adding the exception to the Advanced Threat Detection worked a treat 😀

RoyB
Legend

@badgerhead27 

 

Software, especially stuff that pokes about in the innards of your PC like Bitdefender, can’t always run on installation, as it wants to hook or modify processes that are currently running.

 

So while the install establishes the software on your PC, it needs the reboot in order to insinuate itself into your process tree as your existing processes start up.

 

Its not really fully installed until the reboot, just downloaded and pending.

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Alibongo777
Advocate

@BigJGWH 

OMG this has been driving me crazy for days....finally sorted now by adding advanced threat defence exception to Bitdefender using the Bitdefender instructions here. I had to go looking for the exe file in the roaming folder...mine was under the NowTV folder (as opposed to the NowTV Player folder).

 

Thanks to everyone on this forum for your help as my NowTV tech support 'rest assured we will get this sorted for you' has been silent!

Aditza
Advocate

Thanks ! 

So it looks like after yesterday's update, my antivirus got my nowtv  . 

Thank you for the solution, exception added in bitdefender => problem sorted !!!

 

damo1969
Observer

I have the same problem on mac. Watched a movie yesterday, no problem. Went to watch the F1 today, won't work. Says error and I'm using too many devices. I only use my mac and iphone. Reinstalled it, deleted cookies, still won't work. Looked in my account and it only lists mac, iphone and roku (whatever that is). Any ideas anyone?

SueAT
Mentor

Roku is a smart stick
redchiz1
Elite

@damo1969 You are aware of the device limit? You absolutely need to back out of and shut down any device you are using before attempting to view on another one. 

RoyB
Legend

@damo1969 @redchiz1 

 

…..unless you have Boost, with which you can watch on 3 devices at once.

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
redchiz1
Elite

@RoyB A device limit still applies, though? I have found that issue on occasion despite thinking I was nifty enough to switch, despite having the Boost. 

RoyB
Legend

@redchiz1 

 

Yes, the limit is 3 devices at once.

 

And you can now have as many devices as you like set up, though a maximum of six are shown on your Now dashboard, and only those of this six which support downloads can have downloads on them.

 

Using a device outside of this six will work, as long as it doesn’t break the simultaneous devices limit, and it will be seamlessly swapped into the six you have, knocking out the device last used longest ago which has no downloads on it. Or, if they all have downloads, the one last used longest ago.

 

This has replaced the clunky old system where you could only have three device swaps a month, and if you wanted to use a seventh device, you had to go in to your account and delete one of the six.

 

The new approach isn’t perfect yet; you can’t delete devices for yourself, so a lot of devices are still in member’s lists, even though they own them any more, and you can’t rename devices for yourself, so you can get a maze of twisty little Now devices, all the same, which you can’t tell apart.

 

But we may yet see these issues fixed.

 

 

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
woody1973
Advocate

I’m guessing you have Bitdefender as your laptops antivirus? If so Bitdefender is preventing your player from opening (I had exactly the same problem as you) you have two options either delete Bitdefender and chose a different antivirus or go into Bitdefender and in exceptions set now tv player to be ignored and after that try watching something on now tv and it should open the player with any problems.

Deserter
Mentor

Perdonslly no I don't use bitdefender and I have deleted the cisco folder so it no longer exists.