Player crashes on launch

[Anonymous User]

Every time I open the NowTV app on my laptop (not even trying to make it play something), it crashes. For a few seconds it is ok, then it goes dark green and freezes, then closes a few seconds later.

This is only happening on my laptop (other PC is fine). I have reinstalled the player and restarted, to no avail.

I'm running Windows 10.

[gavs82008]

@Anonymous User 

Have a nosy at this link, there are a few "troubleshooting" tips that might be of use. Personally I don't use my laptop for the NOW player so I cannot be much more help I am afraid. 

https://help.nowtv.com/article/something-went-wrong-error-on-now-player

[Anonymous User]

I'm getting the same issue. It works on other devices (including my laptop) but not my PC.

I've tried uninstalling and reinstalling, clearing cache and cookies, deleting everything in both the LocalLow and Roaming folders within %appdata% (as seen here) , using the windows NOW app (about as useful as a chocolate teapot, that is) and going through multiple different web browsers. Nothing works. NOW TV webchat couldn't fix it.

Not quite sure where to go from here.

[Anonymous User]

I have a similar problem on my PC - ever since they changed to the stand alone app it opens and  then just comes up with ERROR Code 20000 - checked the links in the  help section and nothing there to help - I have lost count of the number of times I have uninstalled and re-installed - 

[Anonymous User]

i'm having this same issue. Tech support keep sending me on the same loop of reinstalling now player. 

Any luck getting a fix anyone?

[RoyB]

@Anonymous User 

Are you running Bitdefender?

[Anonymous User]

Yes! I take it that's most likely blocking it? I had my suspicions, unfortunately it's a work laptop and I can't deactivate or add an exception.

It used work though, is this a new thing?

Thank you so much for you reply!

[RoyB]

@Anonymous User 

How did you even get to install Now on a work laptop? 😛

I would have the office cybercops down on me like a ton of bricks just for accessing the website on a browser 😢

[Anonymous User]

I have this same problem. I am running Bitdefender, but only on my personal PC so can disable it. But even if I do, it's the same problem.

I can see the /roaming files but nothing under /LocalUser called Cisco. And I've clicked for the hidden files to be shown.

Frustrating!

[Anonymous User]

This is amazingly frustrating.  I signed up to NowTV on Chromebook before discovering (after the subs had been collected, obvs) that it doesn't work on Chromebooks.  So I dig out a laptop, and it doesn't work on that, seemingly because I have Bitdefender on the laptop??  Is this just a poorly supported side-project for Sky or something?  

[RoyB]

@Anonymous User 

Have you asked yourself the same question about Bitdefender?

Quite alone among tens of antivirus products, Bitdefender takes exception to how the NowTV player is coded.

And products like Bitdefender are there, supposedly, to protect you against malware. Which the NowTV Player manifestly isn’t.

So Bitdefender is putting up a false positive response to this Player; and they have to figure out the fault in their logic and fix it.

So nothing here for Now to fix at all.

Maybe you should switch to an antivirus that isn’t open to such charges of being a ‘poorly supported side project’? Malwarebytes is my go-to product here.

[Anonymous User]

I was having the same issue and this solved the issue for me by adding NOW TV player to the exception list on Bitdefender.

On Bitdefender Total Security app on your laptop go to Protection > Advanced Thread Defense (open) > Manage Exceptions > Add an Exception 

Then browse for the NOW TV Player launcher. On my laptop I found it in the below path:

C:\Users\(your username)\AppData\Roaming\NOW TV\NOW TV Player\NOW TV Player.exe

[ProblemSolver]

Thank you for posting this: Bitdefender was the problem and adding MoeTVPlayer to the exceptions list solved the problem. I hope everyone finds this solution.

[David1]

Thanks so much for posting about Bitdefender…solved this annoying problem but do wish the NOW TV admins will put this in their general FAQ list as there seem to be a few of us! 

[gaspa]

@ Cchrzaszcz Thanks for this, worked for me after several hours of total frustration👍

Nb. on my attempt the final 'Now TV Player.exe' appears without the '.exe', but the Bitdefender exception browser adds the '.exe. itself. Had me slightly bamboozled for few minutes anyway!

[Gubbiolo]

it's working!

[druma_d]

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

[Tpazz]

I am having this issue still! Any idea how to fix? Cant find the cisco folder and dont have bitdefender?