topic Sky Go On Mac app bounces from menu bar - Won't launch in Sky Go

Sky Go On Mac app bounces from menu bar - Won't launch

mttJames — Tue, 26 Nov 2024 16:26:55 GMT

Same issue as previously (which took an age to fix), where the app just bounces a couple times and then disappears.

Previous thread was locked as it was fixed, but it's broken again following what I assume to be a recent update.

A bit ridiculous now?

Moderator note: Amended title to better reflect query

Re: Sky Go Mac broken (again)

caesarome — Sun, 27 Oct 2024 17:18:00 GMT

Does this work for you:

https://helpforum.sky.com/t5/Sky-Go/unable-to-download-Sky-Go-app-to-new-MacBook-Pro/m-p/4691789/highlight/true#M136355

If not you can report this issue to the apps team via this email address so if you do make sure you give them the details of what you mac is running - apps@sky.uk

Re: Sky Go Mac broken (again)

mttJames — Sun, 27 Oct 2024 17:21:48 GMT

Yup. Tried installing with Rosetta and nothing.

Re: Sky Go Mac broken (again)

amanneedsnoname — Tue, 29 Oct 2024 00:48:40 GMT

Same for me, although I'm on an Intel Mac so there's no option presented to me to open with Rosetta.

Exactly the same issues as described by me and several others in the locked thread mentioned by @mttJames (or at least I'm assuming you meant https://helpforum.sky.com/t5/Sky-Go/Sky-Go-macOS-app-does-not-open-after-latest-update/td-p/4650130). It took 3 months to fix it last time, and now we've had less than 3 months of being able to use it before we're back here again.

As a workaround, disabling wifi before launching the app and then re-enabling once it's open will skip attempting to download the broken update. Hardly ideal though - as mentioned by @J4ckski who originally suggested it.

Hoping this gains some traction again. Instructing us to contact the apps team individually and directly is all well and good, but the only reason it got fixed last time seemed to be due to the sheer volume of people reporting the same complaint on the same thread. Surely that's the whole point of having the forum?

I did a search before posting and it seems that others may also be having the same problems, but thanks to the forum's sub-optimal organisation and the fact that the previous thread detailing this issue was locked, people are either posting their own individual threads or reviving other loosely related / unrelated old threads from a year ago or more.

@Molly53, @niarobi, @DLM, does the thread linked above describe the issue you're having?

I'm also curious if @jlolol or @BriggsBridget from the other thread might be having the same experience?

Re: Sky Go Mac broken (again)

DLM — Tue, 29 Oct 2024 10:06:03 GMT

No mine either got stuck looking for an update, or in a loop looking for update, downloading app again, looking for update, downloading app again...

I seemed to remember there was a way to download Rosetta on intel macs, but I also remember a post saying that if the "get info" of an app describes it as "universal" (which it should be if it's the August 2nd 20.33 uploader), then it should work with Intel and Apple silicon.

Re: Sky Go Mac broken (again)

amanneedsnoname — Tue, 29 Oct 2024 11:37:59 GMT

Thanks for the reply.

No mine either got stuck looking for an update, or in a loop looking for update, downloading app again, looking for update, downloading app again...

Interestingly, that was also my initial experience when it first attempted to download the latest 24.2.3 update. After the 3rd or 4th time it went through the loop you describe, I decided to check in my `myusername/Applications` folder rather than in the regular `Applications/` folder, and sure enough the new version had been downloaded - just to the wrong location. As always happen when Sky attempts to update itself. Every. Single. Time.

I quit out of Sky Go and the installer, moved the new version across to the correct location, opened it and immediately hit the wall of the new version just bouncing once in the dock and then silently quitting itself. I've tried removing all the installation files across the various locations mentioned in the proposed "solutions" in the other thread, restarting, reinstalling via direct download from the Sky website etc., but I'm always met with the same single bounce and quit. Just like the last time this happened.

Fortunately I had zipped a backup copy of v24.1.3-3 so I can still access via the wifi-off workaround for now. Anyone else following the usual proposed fix of "delete everything then empty the trash" would possibly benefit from doing the same.

My "Get Info" description for v24.2.3 shows as "Application (Intel)" and a creation date of 18th October.

In any case, I still can't fathom why we're always instructed to open an Intel app via a translation layer designed to make Intel apps compatible with Apple Silicon, and that's somehow meant to fix the problem of an app supposedly specifically written for an Intel processor failing to open on my machine which has an Intel processor.

Re: Sky Go Mac broken (again)

TPD — Tue, 29 Oct 2024 11:49:11 GMT

I've got this problem. Intel Mac, Sky Go working fine, Sky Go stops. Error message ambiguous, so researched on here. Advice was to unistall, reboot and reinstall. Uninstalled, rebooted and now new SkyGoInstaller.app simply doesn't install. It stalls with the download bar not moving, and then times out, a minute or so later claiming the wifi was interrupted (which is wasn't, but that's Sky as well, so .......).

I've tried every single action suggested on the multiple threads here (several times as I'm not a techie), none work, same result every time.

Sky, you need to sort your tech support out and actually offer a service, not rely on your customers for self-help solutions.

Re: Sky Go Mac broken (again)

DLM — Tue, 29 Oct 2024 11:53:09 GMT

I left mine in User/applications, and seems ok there. To clarify that August build was for the initial SkyGo installer from the Sky website, not the actual app. There are threads recommending that particular installer.

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 08:39:02 GMT

To clarify that August build was for the initial SkyGo installer from the Sky website…

Weird, when I download the Installer from Sky's website, it does indeed say it's Universal - but it states version 1.1.0, with a creation date of 18 October 🤷‍♂️.

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 08:39:27 GMT

Taking another brief look at the other recently active threads, it seems maybe @jrb123, @aradam, @maddap, @Marek222 might also be experiencing this problem?

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 09:06:19 GMT

@aradam wrote:
I have an intel macbook pro 2011 and 2012 running open source Sequoia and after yesterdays update I have Sky down on both macs again I used to be able to fix this by zapping the Pram then installing an older version and then got the update but that is not working anymore.

I wonder if the devs have for whatever reason reenabled the requirement for SIP again. I require SIP disabled so unfortunately I have no way of checking if this is in fact the case. I believe this is also the case if you're running MacOS via Opencore on an older machine.

Perhaps @david21g (who was very helpful in discovering this aspect within the previous thread linked above) might be able to weigh in again?

Re: Sky Go Mac broken (again)

aradam — Wed, 30 Oct 2024 10:07:58 GMT

I switched sif off by booting from my memory stick and running the command csrutil disable in the terminal but that didn't change anything.

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 10:33:38 GMT

Just to clarify, the previous issue detailed requiring SIP to be enabled (ie. csrutil enable) for Sky Go to work (see post https://helpforum.sky.com/t5/Sky-Go/Sky-Go-macOS-app-does-not-open-after-latest-update/m-p/4676533#M135907)

I don't know if that's the case again here and my mac setup means I can't check it directly myself. I don't have any experience as to whether or not Opencore itself requires SIP to be fully or partially disabled.

I'm just spitballing ideas in the absence of anyone official chiming in with any solutions beyond the usual goto of "delete everything, restart, reinstall, click the option to open with Rosetta (if it even exists on your machine), keep your fingers crossed etc.". @Daniel-F was particularly helpful in coordinating all the efforts last time this happened.

Re: Sky Go Mac broken (again)

Daniel-F — Wed, 30 Oct 2024 10:50:52 GMT

HI everyone,

Thanks for coming to Community and sharing this information about Sky Go.

I want to be clear on everyones specific experience and ensure they all match up.

Can everyone please explain to me the issue from launch of app to occurance of faultstep by step including any error messages seen in full? If you are seeing someones explanation of their own issue matches exactly your own, please refer to them in your answer.

Also, I would like you to confirm your Mac Model and current software version of your MACos

Putting this to the top of the thread as the marked answer (for now) just so it's easy to see for new users joining the thread.

Thanks,

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 11:35:40 GMT

Thanks for coming back on this quickly @Daniel-F.

Can everyone please explain to me the issue from launch of app to occurance of fault step by step including any error messages seen in full?

The first thing that alerted me to there being any problem was when I opened Sky Go on Monday(28/10) evening and it attempted to auto update, but got caught in the endless loop as described by @DLM. The updater started, v24.2.3 was downloaded successfully (but to `~/Applications/` rather than the standard `Applications/` folder) and then it would simply reopen the existing v24.1.3-3 and repeat the whole update process again and again.

After quitting both v24.1.3-3 and the installer app, whenever I open the newly downloaded v24.2.3 it just bounces in the dock and then closes itself. I've not been presented with any error messages at any point, it just quits itself silently every time - the exact same symptoms as I described in the previous thread linked above, and also as mentioned again here in the OP by @mttJames.

Also, I would like you to confirm your Mac Model and current software version of your MACos.

Intel-based Mac running Ventura 13.6.4.

What I've attempted so far:

- Deleted Sky Go app  (and any previous instances of SkyGoInstaller)

- Removed Sky Go files (ie. from `~/Library/Application Support/`  etc.)

- Empty Recycling Bin 

- Restart the Mac (including resetting NVRAM / PRAM)

- Download and reinstall Sky Go (directly via the installer available from the Sky website)

Other possibly pertinent info:

- I'm unable to "Open with Rosetta" as @caesarome originally suggested - there is no option for me to do so when viewing "Get Info" for the Sky Go app.

- If I put my backup of the previous v24.1.3-3 back in my `Applications/` folder and turn wifi before launching it, it opens without issue. But the newer v24.2.3 is completely dead in the water and always quits itself silently after bouncing in the dock.

Re: Sky Go Mac broken (again)

aradam — Wed, 30 Oct 2024 11:56:58 GMT

Hi, there are no errors displayed , if you know a location where Sky Go stores the log files please give me a shout.

I install a version of sky go from 3 August 2022 at 09:48 and install that then sky go opens and starts to download the update and installs the newest version then the app bonces twice and that's it I tried csrutil enable and disable before comoletely installing sky go but that doesn't work I always zap the pram before installing with no results that is how I fixed the app last month, I am wondering why the updates are forced apparently the last version worked on both machines I have a 2011 and 2012 macbook pro with open source Sequoia and upto the beginning of the wek sky Go worked fine on both.

Re: Sky Go Mac broken (again)

TPD — Wed, 30 Oct 2024 12:25:06 GMT

Intel Mac, 2020, running Sequoia 15.0.1

Error message, possibly 9001 from memory, anyway, solution online was to unistall and reinstall.

On reinstall, download the SkyGo Installer app from theSky website, click to install, the downloading window with the 'bar' opens, bar does not fill at all, after 1-2 minutes and error message somes up saying "unable to download, internet connection disrupted".

Internet connection is good throughout. Have cleared every file I can find that has Sky or bskyb in its name (nothing with Cisco found). Empty the bin and reboot between each attempt. Tried about 10 times over the last 48 hours, same thing everytime.

Re: Sky Go Mac broken (again)

amanneedsnoname — Wed, 30 Oct 2024 12:32:18 GMT

I had a look for any crash reports in my Console app, but there was nothing from Sky Go. Looking through the launchd.log, the only pertinent lines when Sky Go quit itself were as follows:

(pid/22001 [Sky Go]) <Notice>: created
(gui/501/application.com.bskyb.skygoplayer[22001]) <Notice>: exited due to exit(1)
(gui/501/application.com.bskyb.skygoplayer[22001]) <Notice>: service state: exited
(gui/501/application.com.bskyb.skygoplayer[22001]) <Notice>: internal event: EXITED, code = 0
(gui/501/application.com.bskyb.skygoplayer[22001]) <Notice>: job state = exited
(gui/501 [100003]) <Notice>: service inactive: application.com.bskyb.skygoplayer
(gui/501/application.com.bskyb.skygoplayer[22001]) <Notice>: service state: not running
(pid/22001 [Sky Go]) <Notice>: shutting down
(pid/22001 [Sky Go]) <Notice>: cleaning up

I'm by no means a tech afficionado, but AFAIK "EXITED, code = 0" means the system views the app as having exited cleanly.

Re: Sky Go Mac broken (again)

kshoard — Wed, 30 Oct 2024 22:34:52 GMT

Having similar problems, when the Sky Gp app is clicked on, they was a 'downloading update' message, the load bar gets to about 7/8th of the way, the app bounces in the dock and then disappears. No error messages. Has been previously fine.
Am on an intel 2016 iMac on Big Sur 11.7.10.

Re: Sky Go Mac broken (again)

Pastisa — Thu, 31 Oct 2024 10:55:27 GMT

Same problem. Since august was working fine. The 29th october was working and the 30th the app bounces and disappears. No updates on OS or on skygo app. Really difficult to understand. No reasons. Back to the situation already faced from June to August 24.