Error message f20000 and no NowTV

[Anonymous User]

I signed up for a weeks pass for Sky Sports. After 4 days of viewing I received error message f200000 and the Now TV app failed to work.

I then had an hours online chat with a polite assistant who was unable to resolve the issue. I then asked him to make sure that my account was closed and no further charges would apply. 

Next day 9th June I receive a message- 

Thank you for contacting NOW TV.

I understand your concern that you're not able to watch NOW TV Content.

I would not like a precious customer like you to face such a hassle as this is not the way we make a impression on our valuable customers.

I know how annoying this can be be, worry not we will definitely get this sorted for you.

So lets see what happens next. So far its not Nowtv.

[SeeMoreDigital]

Hi @Anonymous User,

What graphics card or cards are you using?

Are you running more that one monitor/video output?

Cheers

[Anonymous User]

Hi @SeeMoreDigital ,

Thanks for replying :).
I wasn't expecting a reply so should have posted more details in the first post.

I do run two monitors  off a rudimentary graphics card. I forget the exact details but attach a screenshot from HWinfo.

NVidia GF119 chipset I believe.
Monitors using DVI and HDMI inputs.

cheers

[SeeMoreDigital]

Thanks for replying @Anonymous User

From what I understand, current versions of the NOW app do not support 'multi-monitor' set-ups. See here: https://community.nowtv.com/t5/Windows-PCs-Laptops/Windows-App-design-flaw/m-p/430811/highlight/true#M6433

Cheers

[Anonymous User]

thanks for the link @SeeMoreDigital

silly question. but is the app identical the exe. file I had to install?

[SeeMoreDigital]

Hi @Anonymous User

From what I understand there are two versions of the NOW TV 'app' for Windows based computers.

For computer users running Windows 8.1 (or higher), there's this version: NOW TV Windows app. And for computer users running Windows 7, there's a different version that can be found here.

As I've never been a fan of accessing and viewing any form of media using a computer, that's as much as I know 😉

Cheers

[Anonymous User]

OK I think I may  have narrowed the issue down at least a bit (sorry for the late response).

It certainly appears to be an issue with Cisco VideoGuard, it runs on startup and continually runs in the background (despite the app being closed*) so for a quick fix I close the Cisco Videoguard via task manager and restart it manually by navigating to c:\Users\[YOUR USER NAME]\AppData\Local\Cisco\VideoGuardPlayer\VideoGuardMonitor and double click on CiscoVideoGuardMonitor.exe

Then relaunch the NowTV app and it works. You can make it easier via a batch file to sort of automate it (if anyone wants one I can write one for the player - I think!)

Possible problem IMO

*Cisco VideoGuard provides the DRM protection for not just NowTV but other streaming apps and is essential to run NowTV however if it keeps running in the background after closing NowTV it appears to timeout?? or certainly something the stops the DRM authentication?? if NowTV is relaunched without restarting the Cisco app.

IMO a simple fix would be to patch the NowTV app to close and then restart the Cisco app/process when it is opened.

---

Cheers, this worked for me. Bit of a faff on to do this each time, but at least I've got a solution.

[Anonymous User]

The same problem for me on a PC; and the technical advice offered is useless. Functionally the App was awful anyway, but now it no longer works, it is time to unsubscribe. 

[Anonymous User]

This doesn't work for me (Windows 10 x64).

[SeeMoreDigital]

Hi @Anonymous User,

What graphics card or cards are you using?

Are you running more that one monitor/video output?

Cheers

[Anonymous User]

I'm running Windows 10, was happily watching everything on my PC until the dreaded NowTV player update.

Tried all the solutions shown here to no avail so I will be cancelling my subscription and requesting a full refund.

Why is it so hard to fix something that seems to be affecting so many of your customers? Surely it shouldn't be down to customers to provide solutions for your own technology failing?