In a world full of spoilers, it’s unwise to deprive “Game of Thrones” fans of their favourite show for long.
But that’s what happened on Monday night, when fans who use Sky’s Now TV streaming service to catch up with the show were forced to install an update before watching the latest episode.
The update left them unable to see anything on-screen, but able to hear the audio. The player simply showed a blank screen. According to complaints on Twitter and Now TV’s forums, it’s affected people who watch Now TV through its standalone player on laptops or PCs.
When Business Insider checked at 11pm on Monday night, the issue still hadn’t been fixed, with more than a hundred users complaining about it online. According to users posting this morning, the issue still hasn’t been fixed, meaning there are lots of outraged fans who haven’t caught up with the latest episode.
@NOWTV updated app now only get sound no picture so useless. That's called RADIO.
— Paula Cranage (@Paula_Cranage) August 22, 2017
To rub salt into the wound, those who checked Now TV’s official Twitter page for help found that the account was posting spoilers.
I had to follow you @NOWTV to ask for help. & you are now posting spoilers!!!! Really??? ????
— homemade patchkit (@HPatchkit) August 21, 2017
Trying to but your new Now Tv update is broken!!! ETA for a fix please?
— Sarah Madden (@srmadden) August 22, 2017
A customer representative told Business Insider on Twitter that the company was aware of the issue.
And posting on Now TV’s forum, a staffer wrote: “We’re aware of an issue that is causing frustration for a lot of customers. We have been looking into this as a matter of urgency and hope to have a fix ready soon.
“To clarify, this mostly affects users with a certain graphics card: Intel HD Graphics 3000.”
The update seems to have been causing issues for several days, but has led to more complaints in the last day as people log into Now TV to get their weekly “Game of Thrones” fix. Judging by forum posts, the issue has mostly affected Mac owners.
A number of angry users threatened to cancel their Now TV subscriptions if Sky didn’t fix the problem.
- Shona Ghosh/Business Insider
This isn’t the first time the Now TV player has had technical hiccups. It stopped working on Chrome in 2015 when Google halted support for Microsoft’s Silverlight streaming software.
Sky doesn’t break out how many subscribers watch “Game of Thrones” on the Now TV player. According to a press release in July, around 4.7 million people watched the first episode across Sky Atlantic and Now TV, and there were 11.3 million downloads of previous episodes via Now TV alone.
Update: On Tuesday evening, Sky said it had fixed the issue. A spokeswoman told Business Insider: “We’re very sorry that some of our customers have had problems using the NOW TV web player on a Mac or PC . A small number of customers were affected by this issue which we have now resolved and services are fully back up and running.” Affected users will be prompted to download another Now TV update, and the player should work as normal.