Something's not right

[Anonymous User]

When trying to watch on a windows 8 tablet I get the message

'The video failed to play try again'

followed by:-

Something's not right. A problem is preventing playback. Please try again or visit NOWTV.com/help. (88890001)'

I have reinstalled the app, signed in and out. The device is showing in my account.

Help would be appreciated

[Anonymous User]

Hi @Anonymous User

Thanks for your post.

I can see that you have already contacted us. 

Please let us know if you need further help 🙂

Birgit

NOW TV Team

[Anonymous User]

Would be more helpful if the Now tv response was more informative, this has happened in the middle of a movie and cannot resolve. Going to cancell now tv as a waste of time and money.

[Anonymous User]

Hi @Anonymous User

I'm very sorry to hear you've had issue with the app. Are you getting the same error code as above? Have you tried deleting and then re-installing the app? 

Can you try rebooting your router please. 

Cheers

Ranj

NOW TV Team

[Anonymous User]

Hi I use windows 10 and I have the now tv app intalled through app store, It worked fine for about a month, for the last 4 days I cannot watch a thing so I'm paying for a subscription when I can't even watch anything. This is very frustrating, how can I fix this? 88890001

[commanda6]

---

@Anonymous User wrote:

Hi I use windows 10 and I have the now tv app intalled through app store, It worked fine for about a month, for the last 4 days I cannot watch a thing so I'm paying for a subscription when I can't even watch anything. This is very frustrating, how can I fix this? 88890001

---

Hi @Anonymous User

When did you last update your graphics drivers? If you got Windows 10 as part of an OS upgrade. Then I recommend that you go and get the latest graphics drivers for your machine and install them because there have been reports of graphics drivers not updating correctly as part of the Windows 10 OS upgrade. If the drivers you can get from your machines manufacturer are old then you should be able to get drivers from the GPU manufacturer. Depending on the GPU that is inside your machine that will be Intel, Nvidia, or AMD

Be aware that if you're using a desktop PC and the display you're using is connected using VGA, then the now TV Windows app will not function because the app requires HDCP compliance, which means you need a display which is connected via DVI, HDMI or display port/mini display port. If you're using a laptop, then any laptop which is quoted as having HD display will be fine if you're connecting the laptop to an external display, then you must be using one of the one of the connection types I mentioned above in bold.

[Anonymous User]

i have the same message on a windows surface laptop. what do i need to do to fix it??

[Karl-F]

Hi @Anonymous User, 

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

I'm sorry to hear about the issues you have encountered when trying to view NOW TV on your device. 

Can you please let me know what operating system you are running on your Laptop? 

Have you experienced this issue on any other device? 

Many Thanks, 

Karl

NOW TV Team

[Anonymous User]

I have a windows 8. Surface 3 laptop

[Karl-F]

Hi @Anonymous User, 

Thanks for letting us know. 

Can you please try downloading the NOW TV app form the Windows Store? 

Please let us know how you get on. 

Thanks, 

Karl

NOW TV Team

[fishyuk]

I'm getting the same issue. Windows 10 tablet ( HP Pro Tablet 608) fully up to date as of this post, NowTV app  App 1.10.0.1

[Karl-F]

Hi @fishyuk, 

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

Can you please let us know if you experience this issue on any other device? 

Have you tried resetting your router and checked the location settings on your tablet? 

Thanks, 

Karl

NOW TV Team

[Anonymous User]

Hi, I've been having the same problem for a week now and it's only on my laptop which is running Windows 10. It's works fine on my Microsoft Surface pro which is running on Windows 8 and also the iPad, iPhone 6 and my Galaxy S6. So not really sure if it's the Windows 10 thats causing the app to malfunction or it's something going on with the servers.

[fishyuk]

Hi Karl, not on another device as yet. It manifested on all my streaming apps (but not desktop based protected streaming). Microsoft Film and TV explicitly called out no audio device present despite audio working fine outside of protected content apps. I checked my Conexant audio codec and Intel SST Audio were all up to date and they were.

The following fixed it for me (The DWORD was in my registry but was set to 1, changing to 0 and rebooting fixed NowTV etc).

1. Got to [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Audio]
2. Right Click, then new, then DWORD (32-bit) Value
3. Then name it: DisableProtectedAudioDG
4. Then Double Click onto the name 
5. It should then already have a 0 in the Value Data field. If it doesn't, you can simply change the value to 0
6. Then press Ok

[Anonymous User]

Hi @Anonymous User

Thanks for your post.

I'm really sorry for the delay in getting back to you, this is just a quick email to let you know we're still looking into your issue and will be back in contact shortly.

Again I apologise for the inconvenience but in the meantime if you have any other questions or queries please let us know.

Kind regards

Sue

NOW TV Team

[Anonymous User]

Hey All, 

When you see an error code like that one in playback, "(88890001)" Those are microsoft errors if you type in your operating system and that error code number in Google. There are tons of posts where people have figured out the problem, with solutions to try.

[Anonymous User]

I'm having the same problem and i can't find a way, NOWTV could you please help i'm using windows 10 and i got it from the windows store so please try to help. Thank you Bye.