SKY GO tries to open and constantly crashes on my laptop. PLEASE HELP!!

[Allan+Allison]

Hello I am on a Windows 10 Laptop and every time I try to run Sky Go, it checks for an update and then closes itself. It happens all of the time. I am on holiday and depending on this and it is just infuriating. I have followed the SKY advice on another thread discussing this same issue and nothing changes. I still can’t get in. 

SKY suggested to other people to follow this process below, but it doesn’t work!!

1.) Uninstall SkyGo from control panel.

2.) Make sure your files aren’t hidden, to make sure. Open a file explorer, click the view tab and make sure hidden folders is checked.

3.) Now navigate to C:\Users\"YOURPCNAME"\AppData\LocalLow and then delete the Cicso folder.

4.) Then navigate to C:\Users\"YOURPCNAME"\AppData\Roaming and then delete both the Sky & SkyGo folders.

5.) Reinstall SkyGo

Can somebody from SKY or elsewhere please help me.

I might cancel my membership if I can’t fix this… What is the point of offering a service that doesn’t work?

Thanks. Al

[caesarome]

After doing step 4, reboot your laptop before installing the app again.

[JamRob1234]

I'm having the same problem, Sky Go starts, checks for updates, then crashes. I've also followed all those steps and no improvement.

I checked event viewer(screenshot) and it looks like the problem might be "ucrtbase.dll", but I can't find any information on what to do about it...

[JamRob1234]

Looks like the screenshot doesn't work, here's the text:

Faulting application name: Sky Go.exe, version: 21.4.2.0, time stamp: 0x5ba8f866
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x82dc99a2
Exception code: 0xc0000409
Fault offset: 0x0009eddb
Faulting process ID: 0x1e6c
Faulting application start time: 0x01d765f4390af636
Faulting application path: C:\Users\USERNAME\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report ID: 6b66dfbb-ef94-4d4d-984f-bff57a0f7aa0
Faulting package full name:
Faulting package-relative application ID:

[DiegoC]

Good day everyone, i've found this discussion during my research around the web. I'm an italian Sky user, and i have the same issue: my Sky Go app doesn't even start, and it just crashes. In the events visualizer i see it's something messed up with ucrtbase.dll.

I hope you will fix it, since i really want to use my sky go feature, especially when i'm not at home and i use my notebook.

Thank you in advance.

Diego

[DiegoC]

Oh, one more thing, i've followed all steps in first post (already adviced by the sky call center) but no things solved.

One thing to note is that i don't have the cisco folder like said here:

---

@Allan+Allison wrote:

3.) Now navigate to C:\Users\"YOURPCNAME"\AppData\LocalLow and then delete the Cicso folder.

---

instead is seems that Sky go uses the "synamedia" stuff.

[caesarome]

Are you in Italy @DiegoC  ?

[DiegoC]

yes i am @caesarome 🙂  I'm not sure there is a similar community for the italian sky users but is not a problem anyway since i've found this thread with some users which have same issues as me.

An another interesting hint i've discovered during my "study": in my case, if you format your pc (clean install) then the Sky Go starts (at least), but, when you choose your channel and the software asks for your ID and passw, then the program crashes and, no matter if you uninstall software, or delete AppData folders, every time you try to reinstall the software, it crashes itself at the start, giving the same urctbase.dll error.

[Fruitless]

Just reading through as i have same but much worse issue that sky go on my Windows 10 pc actually causes the pc to completely freeze.  I have to hard reboot when this happens. Seemingly i can usually get it to work after a fresh install. 

[DiegoC]

Any news about the ucrtbase.dll issue fix? at least knowing is being worked on, i don't wanna sell my notebook neither unsubscribe Sky because of this thing.

If you need some hardware specs of my pc, or test something just let me know.

Thank you in advance,

Have a nice day.

[Jonny+R]

I have very similair issues, though my error code is different:

Faulting application name: Sky Go.exe, version: 21.5.2.0, time stamp: 0x5ba8f866
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x82dc99a2
Exception code: 0xc0000409
Fault offset: 0x0009eddb
Faulting process ID: 0x1e60
Faulting application start time: 0x01d770742fd47028
Faulting application path: C:\Users\xxxxxx\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report ID: 33d1a0f1-1da5-41c1-b9a5-41b7b399496f
Faulting package full name:
Faulting package-relative application ID:

Obviously its specific to certain configuratrions of Windows or possibly chipsets - My PC is AMD. My sons laptop is Intel and it works fine on their for him on the same network

[davegreen999]

i'm getting the same problem, all was working a couple of months ago but now just never loads the app. I've tried all the "fixes" i can find on the web but no luck

very annoying

[Jonny+R]

To add. I tried on Windows Sandbox on my PC. It does actually install and load, but crashes when you try and watch anything. From that point onwards it crashes immediately when opened.

There's clearly a conflict somehwere that Sky need to fix. Don't hold your breath. I still can't get Amazon Prime or NetFlix to load on my Sky Q boxes. I think that's because I'm using a Wired rather than wireless network. I suspect this may be related

[DiegoC]

Let's post our configs, maybe we can find some similarities.

My Laptop which has issues is this one:

Asus ROG gl 702 vm

Intel i7 6700hq

16GB ram

NVIDIA GTX1060 6GB

Still having issues.

[Jonny+R]

Hmm. My machine is bespoke, but it has an ASUS motherboard as well:

OS Name             Microsoft Windows 10 Pro

Version 10.0.19043 Build 19043

System Type      x64-based PC

Processor            AMD Ryzen 9 3950X 16-Core Processor, 3593 Mhz, 16 Core(s), 32 Logical Processor(s)    

BaseBoard Manufacturer             ASUSTeK COMPUTER INC.

BaseBoard Product          ROG STRIX X570-F GAMING

BaseBoard Version          Rev X.0x

Installed Physical Memory (RAM)             32.0 GB