Sky live - "Sky Air doesn't support Sky Live"

[AmieFleming]

I have just bought I sky live I have plugged it in and followed the instructions after it loads it says that sky live is not supported on sky air I have a sky glass gen 2 so I don't understand why this has happened

Moderator note: added OSM to title so more users can find the thread

[BenJoBanjo]

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@AmieFleming wrote:
I have just bought I sky live I have plugged it in and followed the instructions after it loads it says that sky live is not supported on sky air I have a sky glass gen 2 so I don't understand why this has happened

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This is a new one. 

Have you tried rebooting the TV by turning off at the wall for a few minutes then powering back on? Disconnect the Sky Live camera from the HDMI port and USB socket and then reconnect them. 

The Sky Live device is clearly not detecting the correct hardware. Is your Glass Gen2 new? I wonder if it somehow has ended up being manufactured with some Glass Air components which the HDMI handshake is detecting. 

If it continues not to function then you'll need to ring Sky for further troubleshooting. 

[AmieFleming]

I have done all of this and have contacted sky and have not been able to fix it there end I am waiting for a phone call or text message back but does this actually happen im currently in complete limbo it was hard enough getting through then to be told I will get called back super frustrating 

Thankyou for your reply though much appreciated 

[BenJoBanjo]

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@AmieFleming wrote:

I have done all of this and have contacted sky and have not been able to fix it there end I am waiting for a phone call or text message back but does this actually happen im currently in complete limbo it was hard enough getting through then to be told I will get called back super frustrating 

Thankyou for your reply though much appreciated 

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Well they should call you back... but I'm afraid it doesn't always happen, particularly at this time on a Friday during school holidays.

Yours is an unusual issue which I don't think has been reported on this forum before so it's likely that there are very few people actually at Sky with the technological know-how of how to fix this. 

Sky Live has become very much a niche part of the Sky Glass offering now. Sky removed all mention of it from their website several months ago and are likely going to discontinue it at some point, especially since it's not actually compatible with the newer Glass Air model of TV. It's only offered to Glass Gen 2 buyers after they have purchased the TV and is no longer part of the initial ordering process. A strange business model for a product that was launched with great fanfare just 2 years ago but which seems to have been quietly buried by Sky...

[AmieFleming]

To be honest I never would have got it but my children played it at a friend's and loved it i will try and call again tomorrow if I have no luck I will ask to return it I have tried multiple times always with the same message that it is not compatible with Sky air super odd and I've double tripled checked my TV is not and air 😂 hope it does get fixed as yes it's the school holidays and my kids are moaning at me now as it is not working 

[Mattes21]

Hey, I just stumbled across your issue...

I have today taken delivery of the Sky Live camera for my Glass Gen 2 and I have the same issue as yourself! 
Sky Live doesn't work on Sky Air

I was expecting this to be a plug and play, doesn't seem to be the case. 
I have tried both HDMI 1 & HMDI 3 as per the on screen instructions, however no luck whatsoever! 
Are you still waiting on a call back about this issue? 

[Mattes21]

** I HAVE FOUND A FIX FOR THIS ISSUE **

Previously when Sky Live was installed on Gen 2 TV I would get the "Sky Air doesn't support Sky Live" message, I tried hdmi port 1 and hmdi port 3.

So, the FIX that worked for me: 

Left the TV turned on, unplugged it from the previous HDMI port and then plugged it into HDMI 2, unplugged the USB C port and then plugged back in.

Then I went to the HDMI 2 input on the TV apps and it loaded up! This will then guide you to open the Sky Live install tile on the Home Screen! 
mine has installed perfectly fine! 

ALL WORKING HERE ON SKY GLASS GEN 2 

[TimmyBGood]

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@BenJoBanjo wrote:

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 A strange business model for a product that was launched with great fanfare just 2 years ago but which seems to have been quietly buried by Sky...

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The fundamental issue being 'just two years ago' was nearly two years after Glass itself...

[Chloe-W22 · Accepted solution]

Morning all,

@AmieFleming I hope you managed to get this resolved since you first posted your message.

For any users who may encounter this on screen message, we recommend having your Sky Live plugged in for up to 30 minutes to allow a background software update to take place, this won't be visible on screen. After that give Sky Live a power reboot and it'll allow you to start the set up.

We've also fed back to the Sky Live teams about the incorrect name appearing where it shouldn't say Sky Air for a Sky Glass Gen 2 🙂

[Sam390]

Did you fix this issue? We have the same thing happening with our gen 1 

[AmieFleming]

Hi Yes I went all the way through a TV update and more trouble shooting with someone from Sky and then randomly it started to work when I was on the phone to them I can't tell you how it was fixed and I don't think the man on the phone could give me an explanation either 😂 

[MarkGoldsmith]

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@AmieFleming wrote:

Hi Yes I went all the way through a TV update and more trouble shooting with someone from Sky and then randomly it started to work when I was on the phone to them I can't tell you how it was fixed and I don't think the man on the phone could give me an explanation either 😂 

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@AmieFleming have you followed the steps outlined in the post marked as the "answer"?

[AmieFleming]

I did do these yes