Re: Windows 10 App not signing in

Anonymous User · ‎13-10-2019

Windows 10 x64 Build 1903

Now TV V1.19.0.2

Last worked on 10/10/19; no updates or changes but app now shows as signed out and signing in just gives the "something is wrong" error. I can login to the web with the same credentials and have no issues.

Anyone know if there's planned maintenance or something affecting the app?

Anonymous User · ‎18-10-2019

So I have this too. Windows 10pc , downloaded he Now TV App from Microsoft store. The app will starts and shows available programs, but refuses to log in. Responds with Somethings not right prompt.

I do have the Now TV Player installed, but that is far to messy to work with... is this a bug or has the App been killed off?

RoyB · ‎19-10-2019

@Anonymous User @Anonymous User

I just checked, after my Dell XPS 15 has just rebooted from the latest Windows updates, and the App is running fine. (As it was last time I looked; the reboot was by the bye).

So despite the coincidence of you both being affected, it’s not a universal problem.

But if either or both of you haven’t rebooted your PCs in trying to recover from this issue, can I suggest you try that now, and report back?

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Anonymous User · ‎19-10-2019

Why do think I'd have not tried basic stuff before I posted? Rebooted, uninstalled/installed the app and it's just the same.

I've contacted the web chat and they have passed the call to the technical team.

RoyB · ‎19-10-2019

@Anonymous User

Well, I was going to say that I don’t know you from Adam, but you are Adam 😛

But joking aside, we have people on here who range from those who inexplicably ask the exact same question that has been answered in the posting above theirs, through to people like yourself, who have taken a number of sensible steps before posting.

But unless you described that you had taken those steps, which you didn’t, I can’t know that; and so I have to temper my wind to the shorn lamb, unless and until the lamb reveals himself/herself as having a full fleece 🐏

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User · ‎19-10-2019

Indeed, fair point I may not be normal 😜

RoyB · ‎19-10-2019

@Anonymous User

We had that Bertie Bassett on the Community - we get allsorts here 🍬

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User · ‎19-10-2019

I will be interested to know the results/recommendations. From the support team.

Be Steve

Anonymous User · ‎30-10-2019

@AdamHearn

Just wondering if you got a response back from the technical team on this issue?

I have exactly the same problem with the Win10 App. I also have an older desktop running Win8.1 with an older version of the Windows App from the app store and that version works fine so I suspect it's a problem specifically with the Win10 App.

Thanks

Anonymous User · ‎31-10-2019

Sadly all I’ve experienced thus far is multiple emails suggesting I use the web download player and confirming it’s a problem.

There would seem to be near zero interest or ability to fix the app. I have no idea how a company like Sky have such fragmented services.

i said id post back when there’s movement but as of now there’s nothing.

RoyB · ‎31-10-2019

@Anonymous User

The Windows 10 app from the Microsoft Store is now deprecated by NowTV, and so won’t get any TLC.

I remain puzzled that it works for me but not for you, but this is Microsoft Windows, so.....

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User · ‎31-10-2019

Hi @AdamHearn

Thanks for the update. Yes, it's sad that Sky with all it's resources can't get on top of this issue.

Thanks.

RoyB · ‎31-10-2019

Hi @Anonymous User

What’s the version number of the app you have?

I would like to compare it with the version number of the later version.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User · ‎31-10-2019

Hi @RoyB

I'm having the issue with NowTV App 1.19.0.2 on Win10 64bit.

I have this issue on two machines with Win10 with 1.19.0.2.

My Win8.1 32bit machine is running NowTV App and that is also 1.19.0.2 (I thought that was an older version of the app) but just checked the help page and it's also the same version. But under Win8.1 it running absolutely fine.

Either the issue is related to Win10 or 64bit OS - or both.

Thanks.

RoyB · ‎31-10-2019

Hi @Anonymous User

I had a suspicion it was the same version of the same App 😀

I have a 64-bit Windows 10, and run a 32-bit Windows 10 on it under VMware Player. I’ve downloaded the Microsoft Store Now TV app under both, and it runs under both.

So it’s not a straight Windows 10 or 64-bit issue here - there is some more subtle difference between our setups that means I can run it and you can’t.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎31-10-2019

Hi @RoyB

Ah ok. That's blown my theory out of the water.

As you say there is some subtle difference which is preventing me from running it under Win10.

I made sure my OS had all the latest patches and I'm on build 1903.

I even re-installed the latest version of SilverLight (not sure if the app still uses it) just in case any of that would make a difference but unfortunately not.

I also had a check in the %userprofile%\AppData\Local\Packages\NOWTV.NOWTV_k6nsketb5gh92 directory where some of the data files are created when the app runs but couldn't find any readable logs file which might give a clue to what's going wrong.

I've hit a wall I'm afraid 😞

Anonymous User · ‎01-11-2019

Well, I was frustrated by the lack of progress and the usual culture of "it must be Windows' fault" so I took a look at the problem. In fact it *is* a Sky/NowTV issue and the problem seems to be concerned with preventing access to their services in ways they don't want you to.

A network trace showed that upon presentation of valid account credentials the response is a Sky iD Error 288

Here's one of many threads that show people experience this that suggests at least that IPs become "blocked" for unknown reasons:

https://helpforum.sky.com/t5/Websites/Sky-iD-Error-288/td-p/2883306

For reference, my current service provider is BT (can't get any other provider).

I've passed the additional detail to the NowTV live chat team in the hope it may help but reading the above would seem to suggest that it's a fools errand.

Anonymous User · ‎01-11-2019

And I just tried reconnecting to get a new IP, I did... but it had no effect on the NowTV app.

RoyB · ‎01-11-2019

@Anonymous User

See my post, which crossed with yours, and try the IP history delete.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User · ‎01-11-2019

@RoyB

Where would I find the[se] file[s] in my profile? TIA

RoyB · ‎01-11-2019

@Anonymous User

Oops, my bad, they are actually under My settings : Personal

Apologies.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.