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Anonymous User
Not applicable
‎31-01-2017 20:24

Unable to log on

Yeah, I could do a forum search but I'm not gonna. Now Tv has been working great through my Roku 3 for the past few months, but today I can't log in. Have tried the correct username and password combo on my IPad with no problem, have tried it on my IPhone with no problem, have tried it on the Roku and it's not recognised. Am back to using Netflix unless I can sort it. Any clues? 

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43 Replies
Anonymous User
Not applicable
‎31-01-2017 20:42

Internet has been reset. Password has been changed. Still able to log on using all other devices except for the Roku..... anyone?

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Anonymous User
Not applicable
‎01-02-2017 12:09

In response to Anonymous User

Hi @Anonymous User

 

 

Might be a silly question but have your Tried resetting the box itself and updating the software to see if this helps?

 

 

 

Thanks

Eddie

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Anonymous User
Not applicable
‎07-02-2017 15:50

i have same problem. roku stick login not recognised. have 2 device add capability. this is a  v. recent problem. have talked to nowtv support for  two days. factory reset roku stick. no resolution. helpppppppppp.

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Anonymous User
Not applicable
‎10-02-2017 24:43

I can see 4 threads about this login issue on the first page of this forum. Has anyone actually been able to resolve it?

I recently switched to Now TV combo and received my Now TV router and Now TV branded Roku box. Inside a week of getting set up and the TV box is now refusing to accept my login details. I believe this happened after it auto updated itself a couple of days ago. The keyboard is now a different design from when I originally set up the device.
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Anonymous User
Not applicable
‎10-02-2017 10:42

In response to Anonymous User

Hi @Anonymous User

 

 

Thanks for this. It might be worth downloading the software again to see if it over rides the current update and fix the issue you can update the software by doing the following

 

Press

 

Home x5

Fast Forward x3

Rewind x2

 

And download the update it may be the current version thats ok its to force the update again to hopefully fix the issue. If this does not work please contact the combo team.

 

 

Thanks

Eddie

Anonymous User
Not applicable
‎10-02-2017 11:11

In response to Anonymous User
@EddieM wrote:

Hi @Anonymous User

 

 

Thanks for this. It might be worth downloading the software again to see if it over rides the current update and fix the issue you can update the software by doing the following

 

Press

 

Home x5

Fast Forward x3

Rewind x2

 

And download the update it may be the current version thats ok its to force the update again to hopefully fix the issue. If this does not work please contact the combo team.

 

 

Thanks

Eddie

@Anonymous User Already done that. Also tried powering done both the router and the TV box and then rebooting them both (router first, then TV Box). No dice. I've noted from the other threads that the others affected have also tried these approaches without success.

 

What I have been able to confirm now is that my TV Box updated itself overnight on the 8th Feb. It worked fine before then, and it's been unable to login since then. I'm going to hazard a guess it's got something to do with whatever was in that update package. Is there anyway to rollback to the original firmware to check?

 

(Edit: already logged a case and waiting for a reply on that. Hoping to get it resolved without their input if possible).

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Anonymous User
Not applicable
‎14-02-2017 11:28

In response to Anonymous User
@Anonymous User wrote:
@EddieM wrote:

Hi @Anonymous User

 

 

Thanks for this. It might be worth downloading the software again to see if it over rides the current update and fix the issue you can update the software by doing the following

 

Press

 

Home x5

Fast Forward x3

Rewind x2

 

And download the update it may be the current version thats ok its to force the update again to hopefully fix the issue. If this does not work please contact the combo team.

 

 

Thanks

Eddie

@Anonymous User Already done that. Also tried powering done both the router and the TV box and then rebooting them both (router first, then TV Box). No dice. I've noted from the other threads that the others affected have also tried these approaches without success.

 

What I have been able to confirm now is that my TV Box updated itself overnight on the 8th Feb. It worked fine before then, and it's been unable to login since then. I'm going to hazard a guess it's got something to do with whatever was in that update package. Is there anyway to rollback to the original firmware to check?

 

(Edit: already logged a case and waiting for a reply on that. Hoping to get it resolved without their input if possible).

@Anonymous User any chance of further support on this issue? The case I raised via the website 4 days ago hasn't been responded to (Case ID: 01777392), and you've also not responded here having initially given me a starting point to try out.

 

I've now also reset the box, in addition to re-updating the firmware, resetting my password multiple times (which is now a lot less secure than it was, as I've removed some special characters in case they were causing the issue). Having reset the box, it accepted my (new) password during initial setup, but by the time I got to the NOW TV app it had forgotten my login details and wouldn't accept them upon re-entry.

 

From what I've seen, you're next question will be about whether I'm in the UK or using VPN that might make it look like I'm not in the UK. So to preemptively answer that question: I'm in the UK, using a NOW TV broadband connection through a NOW TV router using the out-of-the-box settings. Your systems *should* be seeing me as UK-based, and *should* be able to log me in.

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Anonymous User
Not applicable
‎14-02-2017 15:21

In response to Anonymous User

Hi @Anonymous User

 

Can you try these few steps please

http://help.nowtv.com/article/Troubleshooting-NOW-TV-Box-and-Roku

 

and let us know how you get on.

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Anonymous User
Not applicable
‎14-02-2017 15:22

In response to Anonymous User
Hi @Anonymous User Can you try these few steps please http://help.nowtv.com/article/Troubleshooting-NOW-TV-Box-and-Roku and let us know how you get on.
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Anonymous User
Not applicable
‎14-02-2017 15:49

In response to Anonymous User

Already been through those.

 

I've actually managed to borrow some time from my employer to be able to get onto Live Chat earlier today and a replacement box is being sent. Apparently that's the next step in the troubleshooting process.

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Anonymous User
Not applicable
‎14-02-2017 20:28

In response to Anonymous User

Hello Paul,

 

We have the same issue here. First on the SmartBox now on the little black boxes. We can't log in as it will not recognise the login data. I have been through everything with your chat line four times in the last two days without any result. A case number was openend and I was promised an answer withing 48 hours - I have not heard from anyone...

 

I have bought (and returned) a new smart box, and I encountered the same problem. This shows that there is nothing wrong with either the smart boxes or the little ones be black or white. It is something to do with a corrupt system within NowTV.

 

I have now cancelled all my passes as I have given up all hope in this being sorted looking at the forum and my own experience I had with NowTV so far. Also, I am looking for a refund on a service I have paid for and not received.

 

The other issue I had since November last year is that once we have maximised on the simultanious streaming, the boxes would not disconnect from NowTV and the system thought we were still using two boxes even a day after. To overcome this issue I had to chat to one of your team at least once a month and had to remove all boxes from my account, have all slots reinstated and only then I was able to watch again.

 

If anyone can fix these issues, I am very happy to return to NowTV, but until then, I will use other services which are more reliable.

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Anonymous User
Not applicable
‎13-02-2017 17:26

We have the same issue here. I went as far and purchased a new smart box (which will go back to the shop later). After installing the new smart box and it updated to the latest software update 7.0 4221 I had the same issue in logging into my now account on the box. Everything is fine on a second small box. Definately a software update issue, but noone seems to be able to help let alone to talk to...

 

Please role back to the previous version or fix the update soon!

@Anonymous User wrote:

Yeah, I could do a forum search but I'm not gonna. Now Tv has been working great through my Roku 3 for the past few months, but today I can't log in. Have tried the correct username and password combo on my IPad with no problem, have tried it on my IPhone with no problem, have tried it on the Roku and it's not recognised. Am back to using Netflix unless I can sort it. Any clues? 

 

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Anonymous User
Not applicable
‎15-02-2017 13:10

Unable to log onto any small black NOWTV box - it was working OK up to yesterday. Have been onto the help desk with nothing resolved - now escalated for the second time.  Logon works else where, have done everything as advised on website and by the helpdesk. reset password, reset boxes several times

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Anonymous User
Not applicable
‎16-02-2017 21:11

Replacement box arrived. Plugged in and set it up. Accepted my login details during set up.

Set up finishes, I open the Now TV app ... and it wants me to log in. I log in and it rejects what I know for certain are correct details.
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Anonymous User
Not applicable
‎17-02-2017 10:28

In response to Anonymous User

Hi @Anonymous User and other posters we have receieved a few reports of this issue over the last few days and it is being investigated if you can reply and provide your box version number and Software version and Tag myself in the post so i get the notification of it please. Also can you try your usernames instead of the email address to log in.

 

 

Cheers

Eddie

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Anonymous User
Not applicable
‎17-02-2017 10:48

In response to Anonymous User
@EddieM wrote:

Hi @Anonymous User and other posters we have receieved a few reports of this issue over the last few days and it is being investigated if you can reply and provide your box version number and Software version and Tag myself in the post so i get the notification of it please. Also can you try your usernames instead of the email address to log in.

 

 

Cheers

Eddie

@Anonymous User I'll get that info for you and post it here ASAP. With regards username vs email, where would I find the username you're auggesting we try? Within my Account Details area on the site, where it lists "Username/Email address" it is only showing me an email address.

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Anonymous User
Not applicable
‎17-02-2017 11:24

In response to Anonymous User

Thnaks @Anonymous User

 

 

I'll send you an email with your username in it to see if this works for you or not Smiley Happy

 

 

Cheers

Anonymous User
Not applicable
‎17-02-2017 11:39

In response to Anonymous User
@EddieM wrote:

Thnaks @Anonymous User

 

 

I'll send you an email with your username in it to see if this works for you or not Smiley Happy

 

 

Cheers

@Anonymous User Boom! That works, I'm logged in and it's letting me use my pass on the Smart Box.

 

What should I do with the second box the live chat team insisted on sending me because that was the next step in their troubleshooting process?

 

Edit: Serial, as I'm sure you folks will still want to track down why email address isn't being accepted for login purposes: YX004E585542

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Anonymous User
Not applicable
‎17-02-2017 11:40

In response to Anonymous User

Do what you wish @Anonymous User

 

Extra box for another room?

 

Good to know your up and running.

 

 

Cheers

Eddie

Anonymous User
Not applicable
‎17-02-2017 11:44

In response to Anonymous User

@Anonymous User under the assumption the same workaround would help others with the same issue, would others who only see an email address on their account (with no username listed) also be able to use the same format for username? FIRSTNAMELASTNAME

 

Or is this something you had to create for me rather than it being a hidden thing in the backend?

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