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Message 21 of 35
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Re: Can't log in to virgingo app

Thanks, John. Smiley Happy

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Message 22 of 35
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Re: Can't log in to virgingo app

No worries buddy 🙂

 

Kind regards,

John_GS
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Message 23 of 35
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Re: Can't log in to virgingo app

John,

Well, I duly called the faults team and was advised, fairly curtly, that the Virgin TV Go App, available from the Microsoft Store, does not work on a Windows 10 Desktop!

I did explain that it had always worked in the past, but I was told it couldn't have been. I'm not sure if it was being suggested that I live in a parallel universe, or I'm just a plain liar!

I also explained that the App worked on my Windows 10 Laptop, I was told well that's a Laptop and not a Desktop. My argument that they were both Windows PCs was totally denounced.

At that stage I gave up. I was obviously dealing with an arrogant novice, who was trying to bring me down to their level of illogicality, to beat me with experience! Smiley FrustratedSmiley SurprisedSmiley Mad

John

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Message 24 of 35
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Re: Can't log in to virgingo app

Good Morning John,

 

Thank you for the update and I'm terribly sorry that calling into our call centre was a frustrating process for you.

 

Are you still struggling with the TV Go application on your Laptop / Desktop on Windows 10?

 

We'd be happy to take a look into this for you if need, feel free to drop us a response and either I or one of my colleagues would be happy to assist you further

 

Kindest regards,

 

David_Bn

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Message 25 of 35
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Re: Can't log in to virgingo app

Hi,

Call centres are call centres, sometimes you win, sometimes you lose. And, I didn't stand a chance! Smiley Mad

I still have the problem on the desktop, the laptop is fine with Virgin Go App working fine.

The problem seems to manifest itself in two ways. Primarily, the app starts to work, the logo appears, with the circling ball, then after a few secs, the app closes.

I can reset the App and this will allow it to start. Then the Login button and the Register button are ineffective. You can "skip" the login/register, until your required to sign on, then the Sign on button is once again ineffective. The next time I try and access the App, it won't start, as above!

Thisappears to be a PC problem. The only item recorded in the Event Log is:-

Log Name: System
Source: Microsoft-Windows-Kernel-General
Date: 03/09/2019 15:57:03
Event ID: 16
Task Category: None
Level: Information
Keywords:
User: SYSTEM
Computer: Eastbank2
Description:
The access history in hive \??\C:\Users\John\AppData\Local\Packages\virginmedia.virgintvgo_ddmzabkybwrqj\Settings\settings.dat was cleared updating 3 keys and creating 1 modified pages.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-General" Guid="{a68ca8b7-004f-d7b6-a698-07e2de0f1f5d}" />
<EventID>16</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2019-09-03T14:57:03.184956600Z" />
<EventRecordID>19770</EventRecordID>
<Correlation />
<Execution ProcessID="7288" ThreadID="16668" />
<Channel>System</Channel>
<Computer>Eastbank2</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="HiveNameLength">99</Data>
<Data Name="HiveName">\??\C:\Users\John\AppData\Local\Packages\virginmedia.virgintvgo_ddmzabkybwrqj\Settings\settings.dat</Data>
<Data Name="KeysUpdated">3</Data>
<Data Name="DirtyPages">1</Data>
</EventData>
</Event>

The App version is 2.2.3.19140

John

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Message 26 of 35
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Re: Can't log in to virgingo app

Hi Stumbler,

Does this happen on all browsers? 

Gareth_L

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Message 27 of 35
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Re: Can't log in to virgingo app

The Virgin TV Go App is standalone and doesn't work through a browser.

The web-based TV Go works fine, but the standalone App doesn't.

John

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Message 28 of 35
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Re: Can't log in to virgingo app

Hi Stumbler,

 

Is it an app you can delete and re-install on your computer?

 

Kind regards,

John_GS
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Message 29 of 35
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Re: Can't log in to virgingo app

Hi John,

Yes, it is an app that has been "terminated" and "Reset" and uninstalled and re-installed several times. I've also scoured the Registry and removed all references to Virgin TV Go, before re-installing again.

My next step will be to start in safe mode, with networking support, and see what the app does then.......

John

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Message 30 of 35
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Re: Can't log in to virgingo app

Cheers John,

 

Let me know how you get on

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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