No video, only audio - Desktop update 24.1

[The+Wily+Old]

Seems to be an issue with chnaged appdata being held between versions. I had a similar problem and deleted the folders under C:\Users\xxx\AppData\Roaming\sky and C:\Users\xxx\AppData\Roaming\skyGo. (where xxx is my windows user name)  I then unistalled the skygo app and re-installed. Everything worked and I got the prompt regarding cookies.

[onymar]

In my case I had the issue after a completely fresh install of Windows 11, so there was no possibility of stale appdata files left over from a previous installation.

[Bec5000]

When is thisngoimg tonbe fixed?

[murphy0207]

I have the same problem, black screen with audio, tried the Beta which worked once but never again, reinstalled windows and the app several times without success, compatabilty mode makes no difference, neither does run as admin, did just notice this morning that ads do play, nut the feature after doesnt so i believe this is a problem with the app and not windows.

[Ks122]

I have had the same but on my TV! Thought it was an issue with my TV so just been a purchased a new one & same just happened! Anyone else experiencing this?

[Danhalen24]

I've fixed it! Was doing my head in. 
step 1 choose a channel and play on the sky app.

you've got sound but no image right? 

ctrl alt delete to task manager

youll see Sky go app within that there's 4 processes! 

Expand to see each individual one. 

Make sure you have sky open and playing next to task manager. 

now I've tried this 5 times but may be different to you but end the 2nd highest CPU usage process. Highlight it and wait 15 secs to make sure it's the right one.
Voi la! the image is back! 

[Chicken1701]

@Danhalen24 

This works!!!  in my eyes, you sir are a god amonst men!!

[Danhalen24]

😂 you are most welcome! 

[Danhalen24]

Hi Murphy I think I've fixed it check my post below 

[murphy0207]

Excellent, it does work, not always the same proccess that needs to be ended, and closing some will close Sky Go so a bit of trial and error , but does work.

Just shows that Sky can fix this. 

[Bec5000]

Is this going to get fixed or is this another reason to cancel sky?

[Daniel-F]

Hi all,

Thank you so much for all the examples provided so far regarding Sky Go content having no video but only audio 🙂

Back office teams working on this have concluded the likely reason for this issue is down device graphics drivers needing updated.

We would like users still experiencing this problem to try updating their device graphics drivers to the latest versions and to retry launching the Sky Go App. We are unable to provide specific steps on how to update each devices drivers but you will be able to get this information from the relevant manufacturer. If this resolves things for you, please do reply back and let us know.

If this doesn't resolve the issue for you, we require you to please complete the following survey so that we can collate recent examples in one place.

Link to survey: https://forms.office.com/e/tSmEDCiTCN

This survey will take a few minutes to complete, and as much information as you can provide will really support our engineering team - it's really appreciated.

Thanks,

[JR24]

@Danhalen24 

Thank you this works ,  have to end the 3rd highest process on my Windows 11 pro PC.

[microcat36]

 Sorry but "It's not us but it's your driver's" excuse has been so overused over many years it doesn't wash, all the people that had perfectly working apps right up to the last update, are supposed to accept it's the drivers on their computers and not the update that's to blame.

It just happens to be coincidence that it happened after said update, I have a new one month old laptop which has a fresh install of Windows 11 and two desktops that are under six months old, they all stopped working within 3 hours of the updates, as have others, coincidence or sloppy programming which as usual uses the customer as a test bed.

Your back office need to reverse the update, fix the update so it works or let folks go back to the old pre update so the can get thier apps working so they can watch Sky Go as it is intended

This has happened for years back to when it was browser based, please just fix the app instead of taking the lazy approach.

[Bec5000]

Hello, got the latest driver from the intel website. It neither works with that nor the previous oem installed driver  by microsoft upon install of windows 11. So there are no other drivers to be got so how can it be the drivers, also if you open task manager and end one of the 5 running tasks the picure all of a sudden shows but is not hd and you cannot control the app after that. The issue is with the app as everyone keeps telling you it worked before but seems to have a issue with win 11.