Sky glass gen 1 not allowing sky live setup

[John12121]

Recently bought a new sky live (not from sky as they've hidden away any existence if it now for some reason) . Plugged it in to setup on my gen 1, 65 inch, sky glass. Display message at top of screen showed "sky live is setting up..." red light blinking away on sky live and plugged into hdmi 2. And then the message "sky glass air doesn't support sky live". I dint have a sky glass air. Sky glass air wasn't even out when I bought this tv. What's going on? Are sky bricking sky lives with software updates or something? I tried all the ways I could to fix it. Even left it plugged in for hours then power cycled it. Tried different ports, with it switched on and off. Factory reset my TV, spoke with a sky tech on the phone for over an hour and he had no idea what was going on. Has anyone had this issue and managed to get it resolved? 

[peter-marlow+1966]

You plug  it in to the hdmi  port  1 and the u s b port  turn the tv off and plug the sky live camera  on as i have said and turn the  tv back  on  and that should  work  hdmi 2 port  is  for things like a dvd player  

[John12121]

I wish that would work on mine. I tried that yesterday and again today but again it keeps saying sky glass air doesn't support sky live 

[TimmyBGood]

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@John12121 wrote:

Recently bought a new sky live (not from sky as they've hidden away any existence if it now for some reason) . 

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If it wasn't obtained from Sky then there's not necessarily any way it's going to work: I believe it's purchasing from them (with cash or credit) which adds the 'free' subscription to the games and other features of the camera.

Presumably Live is now 'hidden' because it hasn't been a particularly successful product: not having it available alongside Glass Gen 1 at launch in October 2021 really didn't help, and the supposedly 'killer app' of on-board Zoom ceased to have any particular significance with the end of the pandemic.

[John12121]

Funnily enough it was a sky associate that suggested I buy it elsewhere as they couldn't supply it. He did add that when it's setup. It shouldn't matter how it's purchased as it would register to the account when setup therefore unlocking the sky live tile and rail because I did wonder that myself. Much the same as buying a secondhand glass and setting up a sky package etc but yeah, I was late to the game on getting one because it didn't really appeal to me and I thought it was a fad (turns out it was) but the kids were using it at a family members and it looked OK for them for games etc. 

[peter-marlow+1966]

Yes it  only works  on sky glass  gen 1 and gen 2 tvs  not on sky glass  air tvs 

[John12121]

Yes, that's correct however I have a GEN 1 which is showing an error regarding air. I don't have an air. I have a GEN 1. that's the issue. 

[BenJoBanjo]

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@John12121 wrote:

Yes, that's correct however I have a GEN 1 which is showing an error regarding air. I don't have an air. I have a GEN 1. that's the issue. 

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I think Sky have quietly washed their hands of Sky Live over the past few months. It's no longer a product that is being actively promoted or developed in any way. 

Have you tried resetting the Sky Live device?

Use a SIM tool or paper clip to press the pinhole reset button on the bottom of your Sky Live device. Hold it for ten seconds.
The front LED on Sky Live should flash red and orange for a few minutes.
Once it stops flashing red, press Home on your Sky remote to refresh your home screen. You should see the 'Ready to set up' tile.
Select this tile and start the setup procedure. 

[John12121]

Yeah it's definitely looking that way. I had no idea that reset button existed! Had so much hope there resetting it but it went through the steps of red /orange blinking before giving the same error unfortunately 😞 I have no doubt if I had got it at the time I wouldn't have an issue but I have a sneaking suspicion sky have pushed an update to all tvs either based on a glass air software or the update has misflagged some gen 1 /2s as air because it should be a simple plug and play at this point and I'm certain I can't be the only one with this issue still. 

[peter-marlow+1966]

John12121

My sky live camera is working  fine on my sky glass gen 2 tv 

[John12121]

Hi Peter, Out of curiosity, how long ago did you set up your live with your gen 2? I tried setting the camera up with the gen 2 I have in the bedroom and strangely enough I'm getting the exact same error and can't set it up there either. 

[peter-marlow+1966]

I have had the gen 2 since March this year,  had the camera  since it first came out,  before  the gen 2, I had it on my gen 1 which I have had since November 2021

[peter-marlow+1966]

John12121

Where did you  get the camera  from, did you actually  see it working  ? When you brought  it 

[John12121]

I managed to get it from a friend of mine who had bought it launch. Seen him use it many times and he showed me it working the day I took it home. Spoke with him about it and funnily enough if he plugs it back into his gen 1 it works fine. The only thing I can think is an update has misflagged the TV as an air but if I had installed the live software before this possible "update" it wouldn't have effected the TV. I can't think of any other possibility but the only for that to be fixed would be for someone from sky to downgrade the software to allow sky live to see it's a gen 1 and not an air. I'm sure the most recent significant update for the OS was June this year so if your gen 2 was working with it in March it could be that one but that's all speculation until I can speak with someone tomorrow. 

[Jporch316]

@John12121 

There was a thread for this issue back a couple of months ago .... see below 

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-live-quot-Sky-Air-doesn-t-support-Sky-Live-quot/m-p/...