topic Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor in Sky Go

Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

SkyGoNo1 — Sat, 25 Jan 2025 15:05:18 GMT

Ive recently started using an MS Surface 7 with ARM-based Snapdragon processor. I succesfully downloaded Sky Go from the Sky website, all seemed to go OK. When I try to start it, after the update check process finshes the cookie acceptance comes up and goes immediately (before I cam get the pointer moved to accept cookies) then, after a while a username and passowrd dialogue box comes up, it remains on screen for a few seconds, not long enough to populate the user and password fields at which point the whole thing shuts down and dissapears from the screen. I've done all the usual stuff, deleted and re downloaded the app, tried difrerent compatibity settings, run it as admin but no luck at all. Any ideas anyone?

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

Tom-W19 — Sun, 26 Jan 2025 13:13:04 GMT

Hi @SkyGoNo1

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 does not work on MS Surface 7 with ARM-based Snapdragon processor

osteel17 — Mon, 10 Feb 2025 00:08:14 GMT

Same issue for me, is there a fix?

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

QuentinT — Fri, 13 Jun 2025 12:15:46 GMT

I bought an HP Omni book Qualcomm Snapdragon X Plus laptop yesterday and Sky Go crashes before it finishes loading - although I downloaded and installed perfectly smoothly - it just will not run. I have tried suggested 'fixes' and none so far have worked for me; seems they are only a part fix.

Works perfectly well on iphone 14 and Pixel 8 and of course an Intel HP Laptop (that I was replacing).

This is a problem that Sky need to sort asap since the popularity of Snapdragon is growing rapidly, and the problem was flagged it seems a year ago - just too late for the £599 I have just laid out.

Help please

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

Annie+UK — Fri, 13 Jun 2025 12:34:12 GMT

@QuentinT wrote:

I bought an HP Omni book Qualcomm Snapdragon X Plus laptop yesterday and Sky Go crashes before it finishes loading - although I downloaded and installed perfectly smoothly - it just will not run. I have tried suggested 'fixes' and none so far have worked for me; seems they are only a part fix.

Works perfectly well on iphone 14 and Pixel 8 and of course an Intel HP Laptop (that I was replacing).

This is a problem that Sky need to sort asap since the popularity of Snapdragon is growing rapidly, and the problem was flagged it seems a year ago - just too late for the £599 I have just laid out.

Help please

You are assuming this is a Sky issue and not Microsoft's translation layer from x86 to Arm as Sky Go works perfectly on x86 I guess the latter would be where the problem lays

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

SkyGoNo1 — Fri, 13 Jun 2025 14:56:16 GMT

Hi Annie+UK.

I spoke to Skygo support about this. They were pretty sure the problem could be overecome by adjusting the emulation settings. However, they could not tell me which settings to use. In the end I just started changing the setting methodically, making a not of each ccombination, eventually I found a combination that works with my MS Surface 7 laptop. It took many hours!

To get to the emulation settings right click on the skygo app, select properties then select "compatibility" tab then at the bottom of the page sellect "change emulation settings".

Tick the "Hide x64 emulation capability" box

Halfway down the window tick the the "Use advanced settings" box and select "Strict multi core operation"

Then lower down the window you will see the title "emulation setting". Underneath you will see a list of 6 items. Tick the first 5 of the list but not the llast one.

I've done a screenshot of the window but can't see a way of attaching it here. If you can think of a way I can get it to you, let me know.

I hope that helps you.

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

Annie+UK — Fri, 13 Jun 2025 15:04:24 GMT

To send images to the forum used the camera icon (to the right of the " quote icon) when you're entering a post

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

SkyGoNo1 — Fri, 13 Jun 2025 15:14:36 GMT

Yes, tried that before, this time it works!

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

Perag — Tue, 19 Aug 2025 11:02:58 GMT

THANK YOU! this worked, at least for now!

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

IPPen — Thu, 06 Nov 2025 06:56:46 GMT

Wonderful. Now works well with these settings. You need a medal for finding this solution.

Re: Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

Alison0910 — Thu, 01 Jan 2026 22:42:17 GMT

Brilliant! Love helpful posts like this. I'm not techy, but simply couldn't open the SkyGo App on my MS Surface. It just crashed after doing update. However, I followed the steps in this post and....success!!