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Fix a black screen on your device or computer

Getting a black screen when you try to stream NOW on your device or computer? Most issues can be fixed by trying out some of the steps below. Keep checking if your problem is resolved after each step. If it is, you won’t need to go any further.

Black screen troubleshooting steps

Fix a black screen on a smart TV

Step 1: 
Close the NOW app and open it again

Step 2: 
Uninstall and reinstall the NOW app

Step 3:
Turn your smart TV off and turn it back on. Once it has restarted, try streaming in the NOW app again

Step 4: 
Check your TV software is up to date. If an update appears, click download and install it to start the process. Check your smart TV is supported.

 

Device-specific troubleshooting:

Followed the steps above and still having problems? See the list of articles below and follow the steps for your smart TV. If your TV isn't listed, you'll need to contact the manufacturer for more help.

 

Fix a black screen on a set-top box, streaming device, tablet, or smartphone 

Step 1: 
Close the NOW app and open it again

Step 2: 
Uninstall and reinstall the NOW app

Step 3:
Turn your device off and turn it back on. Once it has restarted, try streaming in the NOW app again

Step 4: 
Check your device software is up to date. If an update appears, click download and install it to start the process. Check your device and its operating system are supported.

 

Device-specific troubleshooting:

Followed the steps above and still having problems? See the list of articles below and follow the steps for your device. If your device isn't listed, you'll need to contact the manufacturer for more help.

 

Fix a black screen on a PC or Mac

Step 1:
Close your web browser and reopen it. Once it has restarted, try streaming NOW in your browser again

Step 2:
Clear your browser cookies and cache (this may sign you out of your NOW account)

Step 3:
Check your browser version is up to date. If an update appears, click download and install it to start the process. Check supported browser versions for PC and Mac

Step 4:
Close all applications and windows and restart your computer.

 

Fix a black screen when connecting PC or Mac to monitor

Streaming NOW on a PC or Mac and getting a black screen with audio but no picture when you try to connect to an external monitor? 

There are a few reasons why this might be happening. For example, it could be due to your web browser’s hardware acceleration feature, or the display or cable you're using not being HDCP compliant. 

Try one of the troubleshooting steps below to resolve the issue:

  • Connect to external monitor first before playing out: The first thing to try is simply hooking up to your monitor before you hit play, instead of connecting once you've started streaming.
  • Disable hardware acceleration within browser: In your browser settings, try disabling hardware acceleration. (It isn't possible to do this in Safari, so try switching to another browser instead.)
  • Connect directly to your monitor: Try connecting your cable directly without using a USB hub or docking station.
  • Check your setup is HDCP compliant: Ideally, use the HDMI or DVI cable supplied with your monitor. If you have an old monitor or cable, replace them with newer HDCP-compliant ones.

 

Good to know: If you're not sure whether your equipment is HDCP compliant, look for the HDCP logo on the monitor or cable itself, or check the specifications list. Most manufacturers will specify whether or not the monitor or cable is HDCP compliant. You can also try connecting your monitor or cable to an HDCP-encrypted device such as a Blu-ray player or set-top box.

 

Fix a black screen on a games console

Step 1:
Delete and reinstall the NOW app

Step 2:
Turn your games console off and turn it back on. Once it has restarted, try streaming in the NOW app again.

 

Device-specific troubleshooting

Followed the steps above and still having problems? See the list of articles below and follow the steps for your games console. If your games console isn't listed, you'll need to contact the manufacturer for more help.

 

Still need help?

Follow the additional troubleshooting steps in our slow loading and buffering article. If they don’t work and you’ve given the above suggestions a try, select the Get in touch button on this page to contact us and we’ll investigate.

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