topic Re: Re: Nowtv App not now, showing UHD pictures in TV

Nowtv App not now, showing UHD pictures

Sadssandiford — Thu, 07 Nov 2024 09:57:25 GMT

I've got a 65" S90C and have been watching UHD on the NowTV App on the TV. Just been away for a week and now it's not giving me the option to watch UHD.

I've got a Roku 4k Stick and that is giving me the option of watching UHD, so it's not my NowTV subscription.

I've deleted the NowTV app and reinstalled it, still no UHD.

It was working a week ago....

Any ideas...

Brent Sandiford

Re: Nowtv App not now, showing UHD pictures

AndrewL — Thu, 07 Nov 2024 15:19:26 GMT

@Sadssandiford: Is the issue affecting all content on the app? For instance, are you able to check a movie or show which is known to stream in UHD, to see if your resolution options are still restricted?

Re: Nowtv App not now, showing UHD pictures

Ashy1 — Thu, 07 Nov 2024 21:09:52 GMT

I have the same problem have tried everything suggested by Now TV, reinstall app, reset smart hub. Seems to be since the last Samsung update. Strangely it doesn’t work from my Xbox either.

Re: Nowtv App not now, showing UHD pictures

Sadssandiford — Thu, 07 Nov 2024 21:36:56 GMT

I should have the F1 sports channel displayed as F1 UHD, but it's only being displayed as F1 HD..

I should gave other dedicated UHD channels but they are missing...

Re: Nowtv App not now, showing UHD pictures

Face on the Bass — Sat, 09 Nov 2024 13:19:21 GMT

Same thing here on my 65" QN90C. I started subscribing to NOW including Ultra Boost 3 days ago - all was working fine for the first day - receiving UHD/HDR and Dolby Atmos.

2 days ago I installed the Samsung v2013 update, now I am unable to receive UHD/HDR and Dolby Atmos in the NOW app. I just get HD and 5.1 sound. It appears that Ultra Boost is doing nothing.

Incidentally, NOW works properly on my 4k Firestick plugged into the same TV - full UHD/HDR & Dolby Atmos.

I spoke with someone from NOW via their web chat for an hour, unfortunately, they weren't able to resolve the situation. She said she would escalate the case. I am awaiting for NOW to get back in touch.

Re: Nowtv App not now, showing UHD pictures

MGRV8BOY — Sat, 09 Nov 2024 14:29:05 GMT

I’ve got exactly the same thing. Since the update went in from Samsung the UHD issue has appeared. I’ve raised a complaint with NOW as I’m thinking their app needs updating as it hasn’t been touched for over a year. I’ve said I’m paying for nothing, so am awaiting a resolution from them.

Re: Nowtv App not now, showing UHD pictures

RBZ5416 — Sat, 09 Nov 2024 18:13:16 GMT

My 65S90C also affected. Disappointingly Now have no weekend support. 😠

Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sat, 09 Nov 2024 20:05:05 GMT

Same issue here. So annoying

Re: Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sat, 09 Nov 2024 20:07:39 GMT

How do you raise a complaint with them? Is there an email address?

Re: Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sat, 09 Nov 2024 20:15:45 GMT

Since the software update I cant even workout how to uninstall and reinstall an app. Can you advise?

Re: Nowtv App not now, showing UHD pictures

RBZ5416 — Sat, 09 Nov 2024 20:20:35 GMT

@LarryPilkington

There's only chat on their web site or Twitter/X, but neither seem to b manned over the weekend. he Twitter guys have been fairly good in the past so I've posted a message there. The more that do that the better I guess.

Highlight the app & hold OK, remove will appear. Re-installing mine made no difference.

Re: Nowtv App not now, showing UHD pictures

RBZ5416 — Wed, 13 Nov 2024 18:37:19 GMT

@Sadssandiford @MGRV8BOY @Face on the Bass @Ashy1

~~Please DM Now's Twitter/X account.~~

~~https://x.com/NOWHelpTeam~~

Twitter is a waste of time as they just refer to the chat on the Now web site. 😠

Re: Re: Nowtv App not now, showing UHD pictures

Face on the Bass — Sun, 10 Nov 2024 12:16:44 GMT

There is a "How to contact us" at the bottom of the NOW homepage. Click on the "Get help quicker" tag, bottom right.

Unfortunately, they only have a live chat option, which can be frustrating.

The more that contact them with this problem the more likely that NOW will address the problem with an Ultra Boost update.

Re: Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sun, 10 Nov 2024 13:27:23 GMT

Its going to be hard to determine where the fault lies whether its samsung and their update or NowTV. No doubt they will both blame each other and the whole thing will be a total headache. Dont think I have the energy for it and them suggesting dumb fixes that I've already tried.

Re: Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sun, 10 Nov 2024 14:15:14 GMT

I have the same issue and all movies and shows are also missing the UHD channels

Re: Re: Nowtv App not now, showing UHD pictures

LarryPilkington — Sun, 10 Nov 2024 14:18:35 GMT

I have the same TV and the same issue. Interesting that nowtv shows UHD via the app on your firestick. I have a Xiaomi Mi TV box and the Nowtv app within that is also not showing UHD.

Re: Re: Nowtv App not now, showing UHD pictures

RBZ5416 — Sun, 10 Nov 2024 14:21:33 GMT

@LarryPilkington wrote:
I have the same TV and the same issue. Interesting that nowtv shows UHD via the app on your firestick. I have a Xiaomi Mi TV box and the Nowtv app within that is also not showing UHD.

There are a limited number of devices that support UHD.

https://help.nowtv.com/article/what-are-boost-and-ultra-boost

Re: Nowtv App not now, showing UHD pictures

Members_uQpWhZQ — Sun, 10 Nov 2024 17:39:06 GMT

I have the same problem. I'm fairly sure it was the latest Samsung software update that broke Now TV UHD. I have another UHD Samsung TV upstairs without the latest update (same Now TV account, same network) and it stills shows the UHD channels.

This is why I'm always reluctant to accept TV software updates. This sort of thing happens too often.

Re: Nowtv App not now, showing UHD pictures

RBZ5416 — Mon, 11 Nov 2024 10:41:43 GMT

Well the Twitter team were useless & just referred back to the Now Chat, as per @Face on the Bass' post. That's a painful experience wading past the bot but got to log the issue eventually under ref: 14751538. It may help to reference this case when logging yours. If you get a new reference then post that so that all can be referenced when reporting.

Re: Nowtv App not now, showing UHD pictures

sykotik — Mon, 11 Nov 2024 16:56:50 GMT

I'm having the same problem , since the update on my S90C .. the FW has broken something...