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Anonymous User
Not applicable

Windows 10 App not signing in

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?

25 Replies
Anonymous User
Not applicable

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
Legend

@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?

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

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
Legend

@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 🐏

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

Indeed, fair point I may not be normal 😜

RoyB
Legend

@Anonymous User 

 

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

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

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

Be Steve
Anonymous User
Not applicable

@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
Not applicable

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
Legend

@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.....

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

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
Legend

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.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

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
Legend

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.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

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
Not applicable

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
Not applicable

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

RoyB
Legend

@Anonymous User 

 

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

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

@RoyB 

 

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

RoyB
Legend

@Anonymous User 

 

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

 

Apologies.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.