cancel
Showing results for 
Search instead for 
Did you mean: 
Matt4
Newbie

Now tv not working on my Samsung tv

Hi all 

 

My now tv has stopped working on my tv. It was working fine yesterday but now when I load up a program to watch it loads then cuts off and doesn't so any error messages. I have uninstall the app and then reinstalled it but still not work. Has anybody got any ideas on what could do next. Thanks 

23 Replies
SteveP1963
Mentor

I have exactly the same issue on my TV. Unfortunately I have no idea how to fix it. I have also reinstalled the app but still no 

schnapps
Legend 5
Legend 5

Hi @Matt4 

 

I don't own a Samsung Smart TV, but have you tried unplugging the power to the television for about 2 minutes to see if that fixes it.

Majudaem
Mentor

Now tv loads, go too choose a programme I hear the programme for a second then a white screen and back?? What am I paying for? Help

JamieC
Newbie

I have exactly the same problem - app appears to be working fine, content starts to load as normal and then the screen snaps back to the homepage. No content will load. Working fine yesterday; has only started today. 
Please help someone at Now TV! 

Majudaem
Mentor

Can someone please sort this, as their is no phone contact anymore!

gavs82008
Legend 5
Legend 5

@Majudaem @bco 

There is no such thing as a phone number for TV memberships. It’s either live chat or email support.

 

Live chat by clicking “chat online” within the green box and not “get help quicker” as this is a bot.

https://help.nowtv.com/article/how-to-submit-a-complaint

Email address for support in the below picture.

E9BDC4E5-3DD8-4EAA-907A-53939F9B9398.jpeg

FYI that I do not work for NOW, just a NOW customer trying to help
SteveP1963
Mentor

I have spoken with NOW via live chat they advised me to check that my Samsung TV has the latest updates. My automatic update on the TV was switched off so I am going to see if by downloading the most recent update it will sort the issue out 

Dan191078
Advocate

I have tried that it doesn't work 

 

cleloid
Advocate

I also have the same issue, tried unplugging etc but no joy, just get a Flash of the content the a Flash of White with a back button appearing then back to the selection menu, other apps are working fine

bco
Advocate

I have the same issue on a Samsung UE48J6300.

 

 15-20 sec on the loading screen followed by a momentary white screen which only displays a 'Back' button in the centre (no message) and then instantly thrown back to the main screen. 

 

I was using it last night -- less than 24hrs ago, everything was working.    Today is the first time I've experienced problems using Now on the Samsung TV at any time over the past 12-18 months. 

 

Things I've tried which haven't fixed the problem: 

 - Tested with 3 different programmes (it's not a problem with a particular programme/series)

 - Hard power-cycled the TV (unplugged power from the wall and left it for 3-4 mins) 

 - Hard power-cycled the broadband router (unplugged power from the wall and reconnected)

 - Deleted then reinstalled the app on the TV, signed back in.

 

 

PC player is working on Win10, so my account is working, and the programmes are also working.

 

 

bco
Advocate

I had a realisation that Samsung J-series TVs run apps which are web-browser based, and therefore could be breaking due to a NowTV app update conflicting with something lingering around in the browser's cache which shouldn't be there.  

 

(I've seen this sort of thing happen in regular web apps sometimes - browsers try to be efficient in avoiding re-downloading the same files every time you load the same page/app,  which is nice until it misses the fact that the files it's avoiding re-downloading have been updated since the last time they were fetched).

 

This is what eventually worked for me to reset/clear out the cache:

 

1) Open the Web Browser application

 

2) Click on the menu icon in the top-right corner

 

3) Go to Settings

 

4) Select Privacy & Security from the left-hand side menu

 

5) Scroll all the way to the bottom and click on the Delete Browsing Data option

 

6) Click on Yes to confirm clearing cache.

 

If this hadn't worked, my next step would have been to reset the Smart Hub altogether, although that option is annoying because it means setting everything up all over again from scratch.

 

 

Note: I've no idea what specifically might have been in the cache -  I'd suspect an outdated script file causing the TV/browser not to bother updating/refreshing to NowTV's latest script files.  Alternatively maybe the app updated but some persistent session data or cookie might have been lingering and the app just didn't know how to handle it.

 

I did not go as far as enabling the TV's developer mode to try digging out log files to see whether that would reveal the real problem, though the frustration was pushing me toward that point.

 

Feedback for the NowTV app dev team - please add a test to your release workflow for updates against older J-Series TVs (Tizen 2.3).

Dan191078
Advocate

My now TV is exactly the same what's happening the last few days it hasn't been great tried turning on and off but reinstall but no joy

 

 

TamuandJuma
Newbie

I'm the same every one else. Done all the fixes I've heard about and still not working!

Majudaem
Mentor

As a bit of an update, I've put the old now tv box back on the TV i used to use and it works through that! So it has to be the app on the TV? Still no contact with anyone after my live chat that couldn't fix it? What sort of service is this when you can't speak to anyone.

gavs82008
Legend 5
Legend 5

@Majudaem 

The first page of the thread you'll see a post by me which has 2 ways to speak to staff at NOW. 

FYI that I do not work for NOW, just a NOW customer trying to help
Majudaem
Mentor

Yes i referenced your reply and have done live chat now twice and sent a video of the fault, still they haven't fixed it

schnapps
Legend 5
Legend 5

I haven't seen any tweet reports by customers yet over on NOW Twitter to see if NOW acknowledge an issue on certain Samsung Smart TV models and is being investigated.

 

If forum members are seeing a white screen after attempting to play something on the NOW inbuilt App, then it sounds similar to this linked thread below going back to 2018.

 

Reading the thread there was only workarounds to the problem.

 

I haven't got a Samsung Smart TV to test to see if the problem is more widespread or just related to a couple of different Samsung model numbers.

 

https://community.nowtv.com/t5/Set-top-boxes-Smart-TVs/Blank-white-screen-on-Samsung-tv/m-p/464686#M... 

Chapman77
Advocate

I have the exact same issue with sky sports since the weekend on my Samsung tv app. Click on a programme and the tv opens up then immediately says back and takes me back to the menu guide screen 

 

Strangely though I logged out and then logged in to the tv app under a different now tv account (entertainment) and the issues don’t present themselves?

 

can anyone confirm if the error is limited to sports or does it happen to anyone with a different package?

 

thanks

Oldtownbird
Observer

It's not just sports. I have the same problem with Entertainment.

I've just tried it again after unplugging the TV from the wall for about 20 minutes...and strangely it is now working.

SteveP1963
Mentor

I have finally solved the issue on my tv by disconnecting the WiFi connection and then re entering the WiFi connection