topic Re: Cant download in Archive

Cant download

Stockdale1985 — Thu, 18 Nov 2021 21:32:46 GMT

Why cant I download anything with sky signature? Pops up need to upgrade but upgrade to what? Help! Sam

Re: Cant download

nigea99 — Thu, 18 Nov 2021 21:37:31 GMT

hi @Stockdale1985 could be one of two things :

The older & easier one is if you don't have the HD pack and you are trying to download in HD (which is the default)

If this is yurporblem then you just need to change your download preference to SD

Main Menu -> Settings -> Setup -> Preferences

The other one is a problem for many new users who may or may not have HD or even UHD padd ons but nothing downloads without prompts- this needs action by SKY

If it is the latter please advise so we can escalate to SKY

Re: Cant download

MightyQuinn — Thu, 18 Nov 2021 21:38:50 GMT

Hi @Stockdale1985 Just checking that you are not trying to download something in HD without a HD subscription? The base Sky Signature is SD only.

Re: Cant download

Stockdale1985 — Thu, 18 Nov 2021 21:39:00 GMT

I've tried everything all settings are set at sd but still no luck thanks sam

Re: Cant download

nigea99 — Thu, 18 Nov 2021 21:41:46 GMT

@Stockdale1985 wrote:
I've tried everything all settings are set at sd but still no luck thanks sam

In which case I have escalated your initial post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes some other background process needed which can take a day or two - fingers crossed it only needs a single refresh for you

Re: Cant download

Greenfingers001 — Fri, 19 Nov 2021 13:06:49 GMT

Thanks for escalating this. We have now sent an invite to chat 🙂

Re: Cant download

Lisa-P1987 — Thu, 25 Nov 2021 11:29:07 GMT

Update – Thanks for chatting to us recently Stockdale1985 . We are still waiting to discuss with you about this. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks