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JM-ARM
Advocate

Re: Now TV Player not working

This fixed the problem for me - thank you.

 

Note that you don't need to omit scanning entire folders, as some community members seem to have done, you just need to put an exception for Now TV player in Bitdefender's Advanced Threat Defense.

 

You'll need to run Bitdefender with admin rights to add the exception.  When adding it, it seems best to use the facility provided to browse for the exe, which is in the folder...

C:\Users\username\AppData\Roaming\NOW TV\NOW TV Player

 

Why Bitdefender's advanced threat defense doesn't like the Now TV Player exe is anyone's guess.  I haven't had this problem with any other executable since installing Bitdefender.  Doubtless Now TV and Bitdefender would blame each other.

 

Finally, note that before I fixed this I wasn't getting a helpful message anywhere.  I just got this in Windows event viewer...

Faulting application name: NOW TV Player.exe, version: 8.7.0.0, time stamp: 0x5ba8f866
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x82dc99a2
Exception code: 0xc0000409

RoyB
Legend 5
Legend 5

Re: Now TV Player not working

@JM-ARM 

 

I suggest you report it as a false positive to Bitdefender and see what they say.

 

The Now Player does check quite aggressively for software that might be trying to capture the stream, and perhaps Bitdefender thinks this is too virus-like in the way it works.

 

But having said that, neither Avast! nor Windows Defender nor Malwarebytes fault Now on my Windows 10 PC.

 

Or you could get the offending file(s) checked by nearly 60 virus engines, including Bitdefender, with a single free online submission to :-

 

https://www.virustotal.com/gui/home/upload

 

and see what else might fault it.

 

 


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JM-ARM
Advocate

Re: Now TV Player not working

Hi RoyB,

 

I was minded to report this to both Now TV and Bitdefender, but as I said in my previous post, I’m not confident of a helpful response. Bitdefender is NOT reporting that the Now TV Player executable is infected, neither is it reporting that the exe falls foul of Bitdefender’s “Advanced Threat Defense” feature. As far as Bitdefender is concerned, everything’s fine.

 

I think your comments about Now TV Player are a good indication of what’s going on here. It looks like the Player doesn’t like the behaviour of Bitdefender’s ATD, but rather than displaying a helpful message, it’s just crashing.

 

On that basis I’d like to see the Player’s error handling code improved, but I think both organisations, if pressed, would just tell me to take the action I’ve already taken.

 

For the benefit of anyone still suffering with this issue, that means making the Player an exception in Bitdefender BUT doing so in its Advanced Threat Defense checking only in the way I described in my earlier post, and leaving its anti-virus checking unchanged.

IB
Advocate

Re: Now TV Player not working

My player stopped working with the upgrade to Windows 11. 

 

Clean install on a fresh OS with no AV of any kind running and it quits on load with no error. 

 

What a terrible, terrible application.

druma_d
Advocate

Re: Now TV Player not working

Hi,

 

I've been struggling with this problem for a few months, spent an hour looking into various error logs and eventually came across this solution from another thread (https://community.nowtv.com/t5/PC-Mac/Now-TV-Player-not-working/td-p/543900/page/2) which has worked for me, so hopefully you will have the same luck too!:

 

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

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Deserter
Mentor

Re: Now TV Player not working

Just in case anyone felt like speaking with live chat for help.... Don't.

 

Here's an example of the help you will receive.

 

NOWbot (28/11/2021, 15:25:10): I’ll put you through to an advisor now to get that sorted.
NOWbot (28/11/2021, 15:25:11): You should be transferred in a moment – hold tight.
USHA (28/11/2021, 15:25:17): Thanks for contacting NOW, can I start by taking your full name and email address please?
null (28/11/2021, 15:25:35): Sure its xxxxxx and [email removed]
USHA (28/11/2021, 15:25:47): Hi xxx.
USHA (28/11/2021, 15:25:56): its an absolute delight to have you on this chat. How can I assist you today?
null (28/11/2021, 15:25:58): Hi there
null (28/11/2021, 15:26:39): So I just signed up to Now, checked and my account is working fine on my roku stick in my tv, then came to my PC and the player will not work at all here.
null (28/11/2021, 15:26:57): When I go to use it it opens for a few seconds then closes before showing any errors or anything
null (28/11/2021, 15:27:26): I have tried a few things suggested on your site, Deleted cookies, reinstalled the player etc.
USHA (28/11/2021, 15:28:35): xxx, I really appreciate your patience's on trying out few troubleshooting steps.
USHA (28/11/2021, 15:29:30): Let me access your account and check why you are unable to watch on player.
USHA (28/11/2021, 15:30:32): Just to confirm, are you trying to watch on both the devices simultaneously.
USHA (28/11/2021, 15:30:37): ?
null (28/11/2021, 15:31:11): nope only on the one, my family are watching netflix on the roku
USHA (28/11/2021, 15:35:50): xxx, as there no NOW Boost o the account you can watch on one device at once.
null (28/11/2021, 15:36:25): I am only watching on one device
null (28/11/2021, 15:36:44): well to be accurate i am watching on 0 devices as the PC app won't load haha
USHA (28/11/2021, 15:36:58): I request you uninstall the NOIW player while I am here and re-install and try to watch, I will remove the device on the account.
null (28/11/2021, 15:37:07): ok
USHA (28/11/2021, 15:37:15): Thank you.
null (28/11/2021, 15:38:07): uninstalled, I'll delete the now folders in my appdata folders too for you so it is completely removed form the system
USHA (28/11/2021, 15:38:19): Cool!!
null (28/11/2021, 15:41:57): okay completely uninstalled, and reinstalled from a fresh download of the app, and same issue.
USHA (28/11/2021, 15:43:53): can you please help me with the make in model of the PC ?
USHA (28/11/2021, 15:44:23): can you please help me with the NOW player version ?
null (28/11/2021, 15:45:01): the make and model? Sure its a custom built system made by aria pc in the uk
null (28/11/2021, 15:45:33): the version of the player is 8.11.0
USHA (28/11/2021, 15:48:24): Unfortunately, if the PC is Custom built then the NOW player doesn't work.
null (28/11/2021, 15:48:56): That's rubbish, you and I both know the maker of the PC has no effect on software running,
null (28/11/2021, 15:50:54): the pc is running a fully licensed legitimate version of windows 10 x64. It has ample hardware to run the most demanding games on the highest of settings. In fact I would say the spec of this machine far surpasses that of most store bought machines.
null (28/11/2021, 15:51:04): Do you have a higher tier technical help?
USHA (28/11/2021, 15:52:32): xxx, please stay connected while I transfer the chat to higher end technical team.

I'll not bore you with the "higher tier" support but this line sums it all up for you.

 

HINOTO (28/11/2021, 16:08:18): You know things better than me here 🙂 haha .

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Alibongo777
Advocate

Re: Now TV Player not working

@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!

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Aditza
Advocate

Re: Now TV Player not working

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 !!!

 

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woody1973
Advocate

Re: Now TV Player not working

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.

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Deserter
Mentor

Re: Now TV Player not working

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

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