topic Re: Latest version of Sky Go won't load (PC) in Sky Go

Latest version of Sky Go won't load (PC)

rethanon — Sun, 07 Jul 2024 17:14:26 GMT

I updated the Sky Go Windows app, now it won't load. A blank window appears for about 7 seconds then just disappears. I tried uninstalling, then downloaded and installed the latest version but it's the same every time. Please help.

Re: Latest version of Sky Go won't load (PC)

Mr+Flibbles+86 — Mon, 08 Jul 2024 06:57:20 GMT

Hi there @rethanon , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Re: Latest version of Sky Go won't load (PC)

rethanon — Mon, 08 Jul 2024 10:25:35 GMT

Just updating for anyone else who sees this and is having the same problem. Went through a number of steps with the very helpful advisor but unfortunately nothing worked. The app still opens for a few seconds with a blank screen then quits, and only happening since the last app update, so it's now been raised to the Apps team to investigate.

Worth noting, in case anyone is wondering, Sky Go is working fine on my iPhone, iPad and MacBook, it's only the Windows version that I'm having an issue with.

Re: Latest version of Sky Go won't load (PC)

PCPhil — Sat, 13 Jul 2024 09:59:23 GMT

Sky Go used to work on PC until about 5 years ago. Now nothing. At least with the latest download it will install, I can click on it and see it is running 32bit in task manager but nothing on screen.

Works great on Android and ios but Sky insist that you must use their app also on Windows which from the flood of issues reported is not a good fit. If there are any problems sky will go through all the stuff about un-install, re-install, turn it off and on again, try standing in the garden with tinfoil on your head, waste a few hours before you go away.....

The web version used to be perfect. If you're that worried about piracy that you scrapped this and also won't allow a monitor connected to a tablet or phone why wont you let me view when I log into my account on the sky website and do some kind of preventative measure there?

Re: Latest version of Sky Go won't load (PC)

rethanon — Sat, 10 Aug 2024 14:02:50 GMT

Seems this issue is destined to continue on and on... been a month now...

Re: Latest version of Sky Go won't load (PC)

Barry+Carse — Tue, 13 Aug 2024 18:02:46 GMT

Same issue with me. Latest version (cant even run a older sky go version) and just white screen 5-7seconds and closes the program off the taskbar.

Re: Latest version of Sky Go won't load (PC)

rethanon — Wed, 14 Aug 2024 10:12:34 GMT

It's a proper crash too - it's in the Windows Event Viewer, shows the following errors:

Activation context generation failed for "C:\Users\retha\AppData\Roaming\Sky\Sky Go\Sky Go.exe".Error in manifest or policy file "C:\Users\retha\AppData\Roaming\Sky\Sky Go\Sky Go.exe" on line 0. Invalid Xml syntax.
Faulting application name: Sky Go.exe, version: 24.1.3.0, time stamp: 0x650068b3
Faulting module name: Sky Go.exe, version: 24.1.3.0, time stamp: 0x650068b3
Exception code: 0x80000003
Fault offset: 0x015bf689
Faulting process id: 0x0x87C0
Faulting application start time: 0x0x1DAEE32368BB844
Faulting application path: ...\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Faulting module path: ...\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Report Id: 9d8e26f0-20ff-4e9b-8dd1-339a3b13cb26

Re: Latest version of Sky Go won't load (PC)

CheaC — Wed, 14 Aug 2024 12:38:15 GMT

As there are obviously many more people who will be experiencing the exact same issue, it is up to Sky to implement a fix. I wish I had visited here earlier so that my time was not wasted going through and implementing Microsoft advice and doing likewise on advice from a network engineer. Do get a move on Sky: you broke the app so it is up to Sky to fix it or put in place a working replacement. Customer are being short-changed without either.

Re: Latest version of Sky Go won't load (PC)

PareshN — Tue, 20 Aug 2024 16:30:08 GMT

I have the same issue and when I looked at the windows event logs under application I found this

My doubt is the new set of advance GPU's on new AI enabled PC's and this app (happens to be Video app) is not able to allocate the memory within the GPU. Of course it will be on Sky to debug their own app and test it out on the new series of modern laptop,s PCs with advance AI enabled GPU's.

event:

Faulting application name: Sky Go.exe, version: 24.1.3.0, time stamp: 0x650068b3
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0xa7646824
Faulting process id: 0x3B60
Faulting application start time: 0x1DAF2E03D864136
Faulting application path: C:\Users\admin\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Faulting module path: unknown
Report Id: 9e563fb4-d797-42f6-9534-f00a73bb00a8
Faulting package full name:
Faulting package-relative application ID:

You can see above that there is an exception code endging 5 which means this app failed to allocate the memory.

Re: Latest version of Sky Go won't load (PC)

PareshN — Tue, 20 Aug 2024 16:31:39 GMT

Please my post above, the issue is that on the modern architect of windows (AI or modern GPU's) this app is thrown off the memory allocation. This issue can only be fixed by Sky developers (coders).

Re: Latest version of Sky Go won't load (PC)

PareshN — Tue, 20 Aug 2024 16:34:38 GMT

Thsi Sky binary is not able to allocate GPU/system memory to run in a secure area of application memory allocated by Windows Kernel. In short it's a faulty (bugged) app and the developers have not coded to handle the memory errors at all, hence the app simply gets kicked-out by windows.

Re: Latest version of Sky Go won't load (PC)

PareshN — Tue, 20 Aug 2024 16:37:01 GMT

any update on this debugging of the SKyGo app - I have a shiny new Windows AI enabled PC running Windows 11 and CPU/GPU 512 GB Memory and your SKygo application simply craches and dissappears. Priority please?? I pay almost 80 pounds per month and I would like watch Sky on my PC.

Re: Latest version of Sky Go won't load (PC)

rethanon — Tue, 20 Aug 2024 17:28:44 GMT

@PareshN there is an alternative post where there is a link to a form to complete to give all the info you need and it's also being responded to by Sky employees.
https://helpforum.sky.com/t5/Sky-Go/sky-go-app-won-t-load-WINDOWS/td-p/4662369

Re: Latest version of Sky Go won't load (PC)

PareshN — Thu, 22 Aug 2024 17:41:39 GMT

I finally found the issue as to why the Sky Go application bombs out just when or before even managed to login on Windows 11 laptops, the reason is not surprisig - the issue is that SKy Go version which Sky provides is for Windows x32 or x64 bit Intel/AMD processor chipsets, note that your windows machine may be running the ARM chipset, example Snapdragon. Sky Go or Sky do not have ARM version of SkyGo application developed as yet and I don't know if they will in the near future. The ARM chipset are powerful machines mostly nowadays designed for AI enabled performance PCs.

I am sorry to give you sort of bad news but we should request SKY to build ARM version of SkyGo app.

Re: Latest version of Sky Go won't load (PC)

PareshN — Thu, 22 Aug 2024 17:43:17 GMT

To be fair its not Microsoft's issue, you are running ARM version of chipset and SKY need to develop and publish ARM version of SkyGo.

Here is my reply:

I am sorry to give you sort of bad news but we should request SKY to build ARM version of SkyGo app.

Re: Latest version of Sky Go won't load (PC)

PareshN — Thu, 22 Aug 2024 17:43:37 GMT

replying to my own issue I raised.

I am sorry to give you sort of bad news but we should request SKY to build ARM version of SkyGo app.

Re: Latest version of Sky Go won't load (PC)

PareshN — Thu, 22 Aug 2024 17:45:00 GMT

I did see the above link BUT the response is technically incorrect. I found the problem and I have published my comment as:

I am sorry to give you sort of bad news but we should request SKY to build ARM version of SkyGo app.

Re: Latest version of Sky Go won't load (PC)

rethanon — Thu, 22 Aug 2024 18:55:11 GMT

@PareshN I'm not sure who your reply is for but I'm not running an ARM chipset.

Re: Latest version of Sky Go won't load (PC)

adamr — Wed, 28 Aug 2024 01:58:58 GMT

this is not true
I am using an intel cpu, not arm, and this crashing is still happening
there is more to this.

Re: Latest version of Sky Go won't load (PC)

Jamrg — Fri, 30 Aug 2024 22:29:00 GMT

@PareshN I've also just purchased a Surface Laptop Snapdragon X Plus and I've managed to get Sky Go working doing the following:

Right Click SkyGo.exe | Properties | Compatibility (tab) | Change Emulation Settings | Tick "Hide x64 Emulation Capability (x86 apps only)"

With this ticked in "Default" Emulation mode, it's working perfectly 🙂

I had previously tried changing the Emulation mode but none of those worked and I was receiving the same appcrash as you. Changed back to "Default" emulation with the above tick box enabled and all working. A native ARM version would be better but this might get you through for now. Hope it works for you too 🤞