White Screen when opening App on Smart TV

[Anonymous User]

Up until yesterday (10th Apr 2018), everything was running ok.
Since then, when I load my Now TV app on my Smart Samsung UE48JS9000 all I get is a white screen.

I solved this the first time by completely unplugging the TV. When I plugged it back in and turned it on, Now TV loaded correctly and I watched a programme.
I then exited The Now TV app

Then a few hours later I had time to watch the next episode, so I opened the app again, and got the white screen again.

I don't want to unplug my TV every time I want to watch something on my Now TV app.

Also, it is a preinstalled App, so my TV will not let me delete it and reinstall it.

I am also on the latest version of the app.

Has anything changed since 10th April that will cause this ?
Was there an update that has caused this ?

Has anybody managed to find a way around it that does not include unplugging the TV?

Thanks in advance

[Anonymous User]

Further to the above.
I'm seeing multiple TV devices for the same TV in my account.
I've deleted all bar the last one, but it still gives me a white screen.

I am not at my device limit

[Anonymous User]

Just to say my Samsung TV has started doing this too - same model as OP (J Series 9000)

Sounds like a bug in the update... anyone from NOW TV monitoring this??

[Anonymous User]

Sounds like a bug if there's more than one with the same issue on the same TV

[Anonymous User]

I am having the same problem on my smart tv.  How can I repair this?

[Anonymous User]

Just wanted to share an update on this - so I tried reseting my Samsung SmartHub via the TV settings, this cleared the issue however its more than a bit annoying as you have to reenter your account details for any apps you use (NowTV, Netflix, Amazon...).

So this fix lasted about a day until I tried going back into NowTV this afternoon and again presented with the frozen white screen - nothing happening at all. Rather than attempting to reset my settings again I played with the remote and just hit the "Exit" button on the black Sammy remote. This seems to force the app to actually quit and I was returned to the regular TV channel I was watching. Went back to the NowTV app and it loaded sucessfully second time round - you still see the white screen for about a second but then the little wheel shows up and the NowTV app loads.

My guess is the updated app is a bit glitchy, sometimes the app will hang with a white screen, other times it will load without fault. If it hangs try hitting the Exit button on the remote whereby it should return you to TV mode, afterwards try and load the app again and hopefully it will behave - this seems to work for me so far...

Good Luck!

[Anonymous User]

Thanks the exit button technique worked for me with the white screen problem, had tried the other solutions but it kept coming back. This seems to work again and again.

[Anonymous User]

I will give this a try.
It will be interesting to see if you have to do this every time you switch the tv on.

My way of unplugging had to be done each time

[Anonymous User]

Clicking on the Exit button on the normal remote works for me as well.

So it looks like I need to use the normal remote until this is fixed, as the smart remote can not pass the white screen either way.

It's not a fix, but a work around at the moment.

[Anonymous User]

I don't even get a white screen on my series 6 TV. It comes up "now TV loading" with the circles spinning for a few seconds and then goes back to the main screen. Been like it since the update, tried resetting smart hub and everything... Dunno what else to do 😞

[roberto1959]

This is happening to me on my Samsung, and it looks like a glitch with the app. Quite annoying when trying to watch a live event. I wonder if now tv will fix this soon?

[Anonymous User]

Follow the advice from avg1. Use the exit button on the remote. It will work exactly as they say it will. Great post and thank you very much

[Karl-F]

Thanks for getting in touch with us here at NOW TV.

We’re sorry to hear about the issues you have encountered with your Samsung Smart TV.

In order for us to investigate this further, can you please provide the following information so we can report back to our tech team;

• TV Model Number
• What happens exactly
• If you can, please post a video of the issue
• Are you able to let us know when this issue happens
• Do you receive any error messages at all
• The firmware of your TV, which can be found in Settings > About
• The NOW TV App version which can be found in the Samsung Store

Thanks, 

Karl

[Anonymous User]

My TV is a U448JS9000

The TV is currently on version 1530, the current version.

The Now TV App just tells me it is on the latest version, whatever that is.


The Issue is in regards to opening it up with the Smart Remote Control


Basically, you ...


Click on the Smart Hub button on the remote

Click on the Now TV App

TV goes White


To get it to work, I then have to get the normal remote control, click Exit, then open the Now TV again from that remote. It loads up, but with a few white screen flashes.


It looks like that when you updated the App, you did so with the normal remote control in mind, but NOT the Smart Control.


No video required, as it is a white screen when opening the App from the smart control. All you would see is the App being clicked, and the TV going white.


Regards


Gary

[Anonymous User]

I’ve been getting this exact problem the last few days on my Samsung UE55JS8500

[Karl-F]

Hi All, 

Sorry for the issues you continue to encounter with NOW TV on your Samsung device. 

We're actively looking into this issue and we're just after some more information. 

Can you please let us know what IP Address your Smart TV is connected too and can you also let us know what happens when you try to launch BBC Iplayer? 

Thanks, 

Karl

[Anonymous User]

Hi,

I have a 65" JS9000 9 Series Curved SUHD 4K Nano Crystal Smart 3D TV and have the same issue. My TV is upto date and other apps such as Amazon Prime, BBC iplayer are all working well. Please help resolve this issue.

Thanks,

Narayanan

[schnapps]

Hi @Anonymous User

A member on here reported this morning that they had success with resolving the white screen bug on the nowtv app on their Samsung Smart TV by going to My Account > Manage Devices where they had two identical Samsung TV device listings and by removing these two devices on their list seemed to have sorted it for them.

More info here which might not be relevant in your particular case,

https://community.nowtv.com/t5/Set-top-boxes-Smart-TVs/Blank-white-screen-on-Samsung-tv/m-p/468570#M6009

If you Manage devices does show two duplicate Samsung TV's and you can't delete both of them due to one device swap per calendar month, then have a word with live chat on the link below and ask them to remove the Samsung TV devices on your account.

https://help.nowtv.com/contact-us/managing-my-devices

[Anonymous User]

I too had problems last week with the app on my Samsung Tv.

There must have been an update  as it told me to re login.

I did , then was informed I had too many devices, so I then had to remove it and then re add the device which was anoying.

The app on the tv does work but the subtitles don't appear now, despite the option selected.

Not happy at all and I sent a message  via Facebook page to Now TV.NOT EVEN A RESPONSE 😞

[Karl-F]

Hi All, 

Sorry again for this issues you have experienced with the NOW TV app on your Samsung TV. 

Can you please let us know if you are still experiencing the white screen issue? 

If you are can you let us know if nothing happens after the white screen loads up? Do you see a constant spinner? 

Thanks, 

Karl 

[Anonymous User]

I have the Samsung UE55JU6500.

I too get the blank white screen when I open the NOW TV app. 

I have found that if I access the NOW TV app after locating it via the ‘smart hub search’ it will work just as other users have described when they press ‘exit’ on their Samsung remote, blank white screen for a second, then the app loads as normal.

Not ideal, but preferable to purchasing a NOW TV stick.