Since the last update I see a black screen when playing live channels

[Luke96345]

As of today, the SkyGo application made an auto update on Windows 10, since then, I see a black screen when trying to reproduce live content.

Same for downloaded content, but I noticed that the advertisement works 😄 

I tried to disinstall the application and download the latets bundle, but it's the same.

I also tried to open it as administrator, it's even worst, the entire application is black screen and I can't do anything.

Before to reinstall the app, I cleared the garbage in AppData, but it didn't help.

Shall I mess up around the registry as well?

Current binary version: 21.9.2.0

[caesarome]

If the window you are using for Sky Go isn't full screen have you tried to drag a corner of it to make it a bit bigger as this is known sometimes to kick it into life.

[Luke96345]

Thanks but it doesn't...

I've read pretty much all the posts around this issue, I don't know whatelse to try...

[caesarome]

When you removed the app did you also remove the hidden files and folders it uses:

Uninstall the Sky Go app and then go to 'C:\Users\[your user name]\AppData\Roaming (ensure hidden files/folders are visible) and delete the following folders:

Sky
Sky Go

And if it is present the Cisco folder is App\Data\LocalLow.
Empty your recycle bin.

Reboot your PC and then download and install the Sky Go app again.

[Luke96345]

I tried all these steps carefully, same behaviour...

I also tried to resize the window in the 4 corners, same behaviour.

If it helps, I'm using the following platform:

OS Name: Microsoft Windows 10 Pro
OS Version: 10.0.19043 N/A Build 19043

The application worked till the last version... The update screwed...

Is there any other recommendation that you can give?
Otherwise I'll need to dig by myself in the registry and something else...

I'm not sure if I mentioned it, but I hear the audio, just no video...

[Luke96345]

Is there a way to get this resolved through Sky Support?

[caesarome]

I don't know if they can help but I have escalated your post to Sky who will be in touch with you tomorrow regarding this via a blue chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Tom-W19]

Thanks for escalating. We've sent an invite to Luke96345.

[Luke96345]

Hello,

the previous chat expired, I followed also the step of removing the folder Videoguard under LocalLow, this was my second time and it didn't make any effect.

Is there any other step that you can suggest?

Plus, how do I get in touch again with a SKY employee?

[caesarome]

After removing those files and folders did you also reboot your PC before downloading the app again via the Sky website ?

[Luke96345]

The instructions didn't mention that, I can try that as well if it makes any difference, but at that point, we would be talking about registry issues rather than files here and there (which have been removed), do you agree?

[Catherinemack]

Check combatibilty mode, mine was trying to run compatable to windows 8 when I had this issue. 🙂