TV app for windows

[lello]

Hi

I had tv go app installed on my windows 10 laptop, this evening I couldn't get app to open at all, so I uninstalled it with a view to reinstall it. At the moment I can't seem to reinstall tv go app, if I go to Microsoft store and look for virgin media tv go app, nothing comes up, I can't find it in the store! if if go to store through the virgin media link I end up in Microsoft windows store with an "get in store app" button, when I click on button another window opens  with virgin tv go, but there is no download button! not sure what I'm doing wrong. could someone please point me in the right direction. see screen shot.

Thanks

No download link

[lello]

Yes, no no problem with sky Sports app, (using Virgin login details) just borrowed a Samsung tab, same fault but with 6006 at the end.  Not available sorry-we can't play this at the moment 6006

[Paul_DN]

Hi lello,

Thank you for reaching back out, did you say it works on other devices, there is further help/ support around TV Go here.

Regards

Paul. 

[lello]

Gone through all settings with Virgin media, looks like a conflict between VirginTvGo and my laptop, a bit frustrating as it did work 6 months ago. 

[John_GS]

Hi @lello 

On your laptop, can you try incognito mode/private browsing for me please?

Best wishes.

[lello]

Hi

Already tried that, in fact virgin guy on the phone asked me to make sure I wasn't incognito as he said that could have been the problem, so while on the phone we tried incognito after trying Opera, Firefox,  and Edge and obviously chrome. 

[Reece_MH]

Thanks for confirming that, Lello. I'm very sorry that things are still not working.

Can you please confirm the model of your laptop, and the current operating system you're using? Do you have any Anti-Virus software active, that manages/monitors your Internet usage?

Sometimes Anti-Virus software can cause a false flag on the TV:GO app, which causes this black screen. So if you do, can you please try temporarily disabling the software, or specifically the Internet Security?

Thanks,

[lello]

Hi

laptop is a MSI using windows 10, turned off Avast One anti virus, tried Tvgo and still the same, in fact as I'm typing the reply, I can hear TvGo in the background with a black screen. I have same fault "sorry - we can't play this at the moment 0 "

Lello

[Molly_T]

Hi Lello 👋 Thanks for getting back to us! 

It sounds as though there may be an issue with the media player or flash software you have installed on the device - it may be worth running any updates needed on this! If you can have a go and let us know how you get on?

I will also send you a PM to confirm a few account details so we can raise a ticket to escalate this internally if needed. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[lello]

Not sure if you have read all my posts, just to confirm: TVgo was working about 6 months ago when I last went away with laptop. it works on my Samsung S10, the tv and and my old laptop (which is very slow and had no updates for the last 3-4 months, running Windows 10) Sky sports works with no issue. I was asked to install VLC, Firefox, and Opera, and also try Microsoft Edge! I can hear the program on laptop but with a black screen saying 

sorry - we can't play this at the moment 0 " Apart from VLC I have not installed any other media players since I last watched TVGo on laptop. I will try and update Flash software and let you know.

Lello

[lello]

 Adobe no longer supports Flash Player after 31 December2020 and blocked Flash content from running in Flash Player beginning 12 January2021

I have the latest Microsoft media player installed.

Lello