topic Re: Sky Go not working on new M2 Mac in Sky Go

Sky Go not working on new M2 Mac

OwainGlyndwr — Sat, 25 Nov 2023 13:11:25 GMT

I recently purchased a new M2 MAC and I can't seem to get Sky Go working. It tries to load but stops, giving error (001) unable to connect. The first time I tried this the MAC prompted me to install Rosetta which I accepted. I've tried uninstalling-reinstalling-rebooting but it still doesn't work. Can someone help me get Sky Go working again please? My intel MAC ran Sky Go without major issues.

Re: Sky Go not working on new M2 Mac

Tom-W19 — Sun, 26 Nov 2023 09:37:44 GMT

Hi @OwainGlyndwr

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Go not working on new M2 Mac

OwainGlyndwr — Sun, 26 Nov 2023 19:08:38 GMT

Here is the (edited) transcript of the webchat with the Sky expert which unfortunately ended unsuccessfully when it closed at 7pm.

Good Afternoon and thank you for using the Sky Community Messaging Service today.

I'm sorry to hear about the Sky Go issue, my name's Tom and i can certainly look into this for you.
Do you have a few minutes to go through security and verification for your account?

Yes

Thanks, Owain. Before we get to it, I just want to make sure your device can support the app.
Can you confirm that the requirements are met?
Select the Apple icon, choose About this Mac and check they meet (or are better than) the minimum requirements:

OS X: 10.12 and above.
Processor: Intel Core i5 processor (dual-core).
RAM: 4GB DDR3.
Video Card: 512 MB RAM (Dedicated or Dynamic).

Yes my MAC exceeds these requirements except the processor is M2 not intel

Sky Advisor

How far do you get with the app, at which point does it stop progressing?

It gets to the blue square with sky go at the top. In the blue square itself it says CONNECTING YOUR APPLICATION. Then 'Were having problems connecting you Error 001. Underneath is a button which says Try Again

Sky Advisor

Do you have VPN or Citrix enabled on your device?

No VPN or Citrix

Sky Advisor

Firewalls or ad block?

Ad Block Yes

Sky Advisor

Can you uninstall the app, disable ad block, restart the device than try installing the app again?

ok...

Sky Advisor

And if that does not work, repeat the actions again, but this time reboot the hub as well, then turn your device back on and install the app again.

First method no joy.Trying second method..

No that didn't work either. Same problem happens

Sky Advisor

Can you go to the app store, and check if there is any update available. Likewise, can you check if there is an update available on your device?

And make sure Rosetta is still downloaded and Ad Block remains disabled.

ok How do i check rosetta?

Sky Advisor

When it asked you to install it, did you complete installation and then did not uninstall it?

I accepted permission to install Rosetta and have done nothing since

Sky Advisor

And did you since receive any notification that it was installed? Can you check your downloads?

No notification of installation. Nothing in the downloads folder

Sky Advisor

It should be automatic, so for as long as your pressed installed then entered your details it should be fine. Can you now check for updates, just to make sure we did not miss that?

Already checked. No Updates pending

Sky Advisor

Can you tell me the apps version number from the app store?

23.5.1

It was in Finder

Sky Advisor

Thank you. And now I asked you this, but this time, I need the specifics. Can you tell for each what your device has?

OS X: 10.12 and above.
Processor: Intel Core i5 processor (dual-core).
RAM: 4GB DDR3.
Video Card: 512 MB RAM (Dedicated or Dynamic).

OSX Sonoma 14.1.1

M2 processor

8GB RAM

https://support.apple.com/kb/SP893?locale=en_GB

Sky Advisor

And the video card, please?

I don't know sorry

10 core GPU?

No reply as 7pm reached.

Issue unresolved.

Re: Sky Go not working on new M2 Mac

Ragazzop — Fri, 01 Dec 2023 00:48:22 GMT

Same problem here

New mac

i think it doesnt liek the app migration, but I uninstalled and re installed , rebooted ect.

Nothing happening

Re: Sky Go not working on new M2 Mac

OwainGlyndwr — Fri, 01 Dec 2023 20:39:11 GMT

I managed to eventually get it working on M2 Mac by following these steps.

1. Delete Sky Go app from applications folder AND trash.

2. Open Finder then Go from top menu bar

3. Copy and paste one of these libraries and carefully seach for any Sky Go files or folders and delete them (then delete trash) :

~/Library/Preferences/

~/Library/Application Support

~/Library/Caches/

~/Library/Logs/

~/Library/LaunchAgents

~/Library/Cookies

~/Library/Group Containers

4. Then repeat with the next library and so on until all are searched.

5. Delete Trash.

6. Reinstall Sky Go for Mac from sky.com

7. Launch app

8. Sign in

9. Bingo!

Good luck!!

Re: Sky Go not working on new M2 Mac

MJF14 — Sat, 16 Dec 2023 12:54:49 GMT

@OwainGlyndwr you absolute legend. Had an M1 Mac for 3 years and never been able to get skygo working. This worked perfectly - thank you

Re: Sky Go not working on new M2 Mac

designerlondon — Mon, 18 Dec 2023 20:36:04 GMT

Ok thanks, will give it a go.....

Re: Sky Go not working on new M2 Mac

designerlondon — Mon, 18 Dec 2023 21:01:23 GMT

Thanks mate - this worked for me! 🙏🏽

and picture isn't too shabby on a M2 max laptop retina screen 💻 one win at a time

Re: Sky Go not working on new M2 Mac

DavidW82 — Sat, 03 Feb 2024 17:59:36 GMT

If anyone is coming across this recently, I tried the steps outlined above (delete the app, clear library folders, empty trash, re-install) and it worked for me.

Re: Sky Go not working on new M2 Mac

henryv — Fri, 16 Feb 2024 10:15:36 GMT

I did remove Sky Sport too but it still asked me to log out and in, over and over.

I removed all caches and cookies from my Mac, and it works again.

When you remove the caches and cookies you will be asked to log in on some of your other favourite sites too.

Another option.

Re: Sky Go not working on new M2 Mac

Alexswinden — Mon, 11 Mar 2024 20:40:02 GMT

i still seem to be having this issue after folling all the steps 😞

Re: Sky Go not working on new M2 Mac

Alexswinden — Mon, 11 Mar 2024 20:41:29 GMT

*** Following

Re: Sky Go not working on new M2 Mac

wevverss — Mon, 15 Apr 2024 20:14:19 GMT

This doesn't work

Re: Sky Go not working on new M2 Mac

ml58 — Wed, 17 Apr 2024 12:05:20 GMT

Thank you - I have spent literally months trying to sort this out. I follwed your directions step by step and I now have it functioning for the first time on my macbook pro.

Re: Sky Go not working on new M2 Mac

Weaz19 — Thu, 02 May 2024 19:15:14 GMT

I have tried these steps and the app still does not work for me!

Re: Sky Go not working on new M2 Mac

alcilan — Sat, 18 May 2024 12:17:56 GMT

@OwainGlyndwr You are an absolute star! Thank you so much! (or should I say, diolch yn fawr iawn, given your username?).

I'm happily typing this on my M1 MacBook Air in my caravan in the Berwyn mountains, North Wales. I only need Sky Go when here and I knew it worked when I was last here in 2023!

I followed your instructions and it works fine. It's not the easiest thing to do and I appreciate some may struggle with this method. Sky are letting their customers down with this. Surely a better way would be for them to include an uninstaller in their installler app, so a clean install is done, rather than people having to do it manually?

I'm no longer stuck on that first blue screen with a 'play' logo! Thanks again!

Re: Sky Go not working on new M2 Mac

designerlondon — Sat, 18 May 2024 14:06:22 GMT

Hopefully they'll have higher quality video on there soon, else will just go and buy yet another iPad

Re: Sky Go not working on new M2 Mac

ABoM — Sun, 19 May 2024 21:00:42 GMT

@OwainGlyndwr - thanks very much - followed your instrutions and it now works perfectly.

Re: Sky Go not working on new M2 Mac

Jenny+wwh — Sat, 15 Jun 2024 09:48:01 GMT

I followed the process and finally got Sky Go to work on a New M2 Mac. I used to have Sky Go working on previous Mac Mini last year.

Reasons it may not have worked before : I moved machines from a Mac Mini to a Mac studio using Time machine which would have carried over all the configuration and plist files that may have included device IDs etc.

Removing all the previous files and directories forcing a fresh install seem to be the key here.

Extra Details :

I had a look in the locations listed to see which had old files..... using this terminal line command

% for i in ~/Library/Preferences/ ~/Library/Application\ Support ~/Library/Caches/ ~/Library/Logs/ ~/Library/LaunchAgents ~/Library/Cookies ~/Library/Group\ Containers

echo # $i

ls -l $i | grep -i sky | grep -iv skype

done

Giving .....

# /Users/clive/Library/Preferences/

-rw------- 1 fred staff 75 10 Juxn 2023 com.bskyb.skygoplayer.helper.plist

-rw------- 1 fred staff 264 15 Juxn 09:28 com.bskyb.skygoplayer.plist

# /Users/fred/Library/Application Support

drwx------ 68 fred staff 2176 15 Juxn 10:20 Sky Go

drwx------ 3 fred staff 96 15 Juxn 10:09 com.bskyb.skygoplayer

# /Users/fred/Library/Caches/

drwxr-xr-x 6 fred staff 192 15 Juxn 10:08 com.bskyb.installer.go

# /Users/fred/Library/Logs/

drwx------ 2 fred staff 64 15 Juxn 09:27 Sky Go

# /Users/fred/Library/LaunchAgents

# /Users/fred/Library/Cookies

# /Users/fred/Library/Group Containers

Moving the Directories and files located to the trash then reinstalling the downloaded SkyGoinstaller did thre trick. After Authenticating the App worked as expected. I did not see the expected "connect to local devices" dialog box but the app can see the Sky Q box on the local network.

Text above mangled a bit EG to Juxn from Jun becuase the posting services moaned.

Re: Sky Go not working on new M2 Mac

Sportscar7 — Mon, 15 Jul 2024 16:03:21 GMT

It worked thank you so much