No video, only audio - Desktop update 24.1

[FastEddie1]

I'm missing the Open golf this morning. Please sort this out !!!

[Maoluc]

Dear @Daniel-F,

This is not a video card driver problem because many users, including myself, have updated the drivers or they are already up to date, and the issue of video playback not working is not resolved. Therefore, it is the Sky Go app that has a significant bug that the developers need to fix as soon as possible!

Thank you for your attention.

[microcat36]

Let the people that it are affecting roll the update back to the previous version so they have a working app, until they fix the problem, but this would involve......

A. Admitting there is a problem.

B. Admitting it is their fault.

C. That they give a monkeys.

D. That they continually use their customers as a test bed, instead of actually putting out a tested, usable, reliable product.

This has went on for many years, so I don't hold out much hope anything will change any time soon 😮‍💨

[Maoluc]

Hi everyone,

I found a temporary solution to get around the issue of the video not being displayed.

I created a local account on my PC with Windows 11 Pro, I installed the Sky Go app and when I started the live playback or any recorded event, the video was playing 'magically'. 😉

I'm addressing the Sky Go developers, I understand that the systems (PCs) where the app is installed are many and different from each other, but please don't give the usual solution of updating or reinstalling the video card drivers, THAT is not the issue, otherwise I would also have display problems with the secondary account. I believe there’s some application or service running that's conflicting with Sky Go.

In the days leading up to the video playback problem, I had installed an app called 'Windhawk' that starts a service and allows you to customize the taskbar, Windows menu, notifications, etc. Unfortunately, even uninstalling it and rebooting didn't fix the issue. The weird thing is that when I reinstall Windhawk and log in with the secondary account, Sky Go works fine!

[microcat36]

I take it Sky are going to do nothing about this programming problem in the app software, I just find it ridiculous that they keep on ignoring problems and constantly blame people's computers for what is basically poor software updates.

We are weeks down the line and problems just keep on getting ignored by Sky, roll back the update until the current app software is fixed properly, that way folks can at least use the app as intended.

I fear the response will be the usual silence and the problem will just continue to be ignored, I live in hope.....😔

[Daniel-F · Accepted solution]

Hi all,

Thanks for your patience whilst we continue to work on the issue regarding Sky Go black screen with audio on playback. 🙂

Our product and development teams continue to work on this fault & once we have further details to share on this I will reach back out with an update.

Thanks,

[Peter+Benn]

Have the same problem that the Sky Go app is playing audio but getting a blank screen (after the advert shows perfectly!) on a Windows 11 laptop.

A workaround for sport is to install the Sky Sports App and desktop player. This works fine!

[BrendanMD]

This seems to be ongoing since June. Is there any pride in deploying a version. No urgency. I will call and ask for a refund of my money. Paying for a servive I am not getting.

SKY: Provide a fix immediately and aploogise for poor service and total lack of customer care. A dead man would have more urgency

[Shell21]

Hi, running Windows 11 Pro am I to believe this issue has still not been fixed.Have tried everything I can think of to solve this including all the suggestions on here and no luck.All drivers etc bang up to date.Works fine on my tablet,phone and older PC running Windows 10 but not 11 Pro.Does anyone have any suggestions please ?.

[Maoluc]

Hi Shell21,

Did you read my post above?

"I found a temporary solution to get around the issue of the video not being displayed.

I created a local account on my PC with Windows 11 Pro, I installed the Sky Go app and when I started the live playback or any recorded event, the video was playing 'magically'.

I suggest logging in with your primary account, then switch accounts without signing out (this is important), and log in with your secondary account. After that, install Sky Go and launch it; it should work!

Once you are done using Sky Go, you can sign out from the secondary account and return to your primary one."

Try it and let us know if it works for you.

Regards

[AshCloud]

Thanks @Peter+Benn the best workaround is to download the Sky Sports app for desktop if on Windows 11 and a sports fan.

I'm on Windows 11, I first downloaded the Sky Go app (File version 24.1.3.0) (Product version 24.1.3-2)  and was getting 'exception processing message 0x0000005 - unexpected parameters' error message, when the app is launched. I was still only getting audio and no picture. I uninstalled and reinstalled the app, the error message stopped, but I was still getting audio but no picture. So for sports I am now using the Sky Sports App.

Looks like this is a Sky Go issue for users on Windows 11 and I've seen cutomers complaining of issues since April, so will Sky fix the issue?? Some of us enjoy movies or Atlantic for example, not just sports.

[onymar]

Didn't work for me unfortunately. 

[kdp99]

Got the same issue, Windows 11, sound fine, hoem screen fine, no video. I have updated all the drivers ?

[microcat36]

Nice to see Sky have done their usual and totally ignored this problem, no fix and no update, typical brilliant customer service from Sky 😒 

[Neutronium]

Another person to add to the pile. Got a clean Win11Pro install on a micro PC off eBay in the hope of getting a less confusing than swapping between screens on a laptop option for a bedriden elderly relative and surprised to find this issue when installing SkyGo app, have updated to the latest graphics driver etc. This is a totally clean install on a PC with no other software yet.

I assume that since it's not sorted they are not sure of the root cause but it seems a little like a DRM issue maybe? since the adverts etc play. iPlayer works on the BBC etc.