Purple screen with no picture on NOW Box or Smart Stick
Is your playback window purple with no picture, but you can still hear your programme? Here are a few steps you can take to fix this:
Step 1: Turn off any screensavers
Screensavers can occasionally result in a purple screen, especially if they’re supplied by a third party. If you have one saved on your TV, start by turning it off.
Next, check your NOW Box or Smart Stick settings and switch off the screensaver option if it’s on.
Step 2: Reconnect your cables
Your TV has in-built High-bandwidth Digital Content Protection (HDCP) – a bit of software that protects you from pirated content. If the NOW Box or Smart Stick isn’t properly connected to your telly’s HDCP, it won’t show a picture – hence the purple screen.
Simply reset the connection by unplugging both your television and NOW device from their wall sockets. Then pull out the HDMI cable (or Smart Stick), and reconnect.
Step 3: Check if the problem’s with your TV or the NOW device
The best way to do this, if you have another television close by, is by connecting your NOW Box or Smart Stick to it.
If the picture’s showing, the fault is with your other TV’s HDCP software. And if there’s still no picture, your NOW device may be faulty. Check if you’re eligible for a replacement device.
Trying the above steps will often get your picture back. If it doesn’t, select the Get in touch button on this page to contact us by live chat.