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Gareth99
Advocate

Player crashes since last update

It was fine until the last update, it prompted me to download it, I did, since then it hasn't loaded once. It comes up, it buffers, it disappears. Repeat. 

 

I've cleared the cache of my device,  I've made sure there's nothing left in the app data folder, I've uninstalled it fully, many times, it does the exact same thing, every single time, its getting to be really frustrating

 

Does anyone have any way to fix this, nowtv is currently unusable for me

15 Replies
Beeceegee
Mentor

Same here .I've also cleared cache, cookies etc and reinstalled

 

Additionally if I have Malwarebytes running the Nowtv player throws a massive exception error mesage and closes immediately

ToeDipper
Advocate

Another one joins the queue of frustrated subscribers - and there's no help available to sort this out.

 

Why issue an update when it hasn't been fully tested. It really shows a lack of respect for your customers if you can't keep your promises.

 

I've been waiting for the Ryder Cup and will be seriously annoyed if this isn't sorted by tomorrow morning.

BG1954
Advocate

@Beeceegee 

Re the Malwarebytes problem, you can alter your Malwarebytes settings to screen the folder from scanning for malware.

 

Open the malwarebytes interface, go to Settings/Allow List/Add/Allow File or Folder/Select a folder and then browse and select the folder C:\Users\"your user ID"\AppData\Local\Temp and instruct malwarebytes not to scan this folder for malware by highlighting the relevant option.

 

That folder should then appear in your Allow List on Malwarebytes and the NOWTV player will load correctly if that was the only problem you had.

Gav
Advocate

I'm using Bitdefender but followed much the same process and it's now working fine. Thanks so much.

 

For info, the folders I excluded were:

appdata\roaming\Now TV

appdata\roaming\Now TV Player

appdata\locallow\synamedia

Kenjara
Scholar

Good to know that its a signature / false positive problem.

 

I am using bit defender but will wait for them to fix it.

 

Have no trust in Sky at all, so certainly not allowing anything they are involved in to bypass anti virus.

StefanoIceCubeR
Occasional Poster

Thank You!
it was my problem... anyway i didn't exclude

appdata\locallow\synamedia

and it seems working anyway

dcl
Advocate

For BitDefender GravityZone policy users: excluding only AppData\Roaming\NOW TV from Advanced Threat Control (ACT/IDS) only, seemed to work for me.

Ian_B
Advocate

Where in Bitefender did you do this? Sorry, not as Techy as I thought I was.

Beeceegee
Mentor

Thanks BG1954. Yes I've excluded the temp folder (as well as the Now TV folder) from Malwarebytes. No error messages, but Player still closes almost immediately and without warning.

 

UPDATE: Ah, just spotted the Bitdefender post. That's the problem. Excluded the Now TV folders as suggested and the player now runs fine

ToeDipper
Advocate

Hi Everyone,

 

Here's how I got mine working again after it went wrong while updating the player. I'm on Windows 7 laptop.

 

1. Delete the Now Player (app) using Control Panel - Add/Remove Programs

 

2. Restart.

 

3. Wait while everything loads until PC is idle. (Just in case !!)

 

4. Use your internet app to get to NOW TV website.

 

5. Log In and follow instructions to download NOW Player.

 

6. RELAX and watch the Ryder Cup!

 

Hope it works for you!

Kenjara
Scholar

Same here.

 

Update clearly wasn't tested before being published.

 

App just closes without error after update.

 

Cheers guys! Just in time for race weekend. 😞

Kenjara
Scholar

Cant find much of use in terms of error messages

 

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
Fault offset: 0x0009eddb
Faulting process ID: 0x6384
Faulting application start time: 0x01d7b11e1c9a3744
Faulting application path: C:\Users\.....\AppData\Roaming\NOW TV\NOW TV Player\NOW TV Player.exe
Faulting module path: C:\Windows\System32\ucrtbase.dll

Gav
Advocate

Ditto here. One update, all the suggested fixes plus a few improvised (trawling regedit), and absolutely no success.

Kenjara
Scholar

This is still broken and there has not even been an official response yet.

 

Do they even look at these forums?

RoyB
Legend

@Kenjara 

 

Rather unlikely, as this is pretty much a customer to customer Community.

 

If you want Now’s attention, post on their Twitter feed, contact Live Chat or email customerservice @ nowtv.com (removing the spaces I added to stop the forum software eating email addresses).

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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.