Program information overlay not disappearing

[tommyh12345]

I'm trying to watch skygo on my samsung galaxy book5 360. Whenever i watch a program the overlay showing program and volume is displayed. I cant click on anything on it, Volume etc, and the overlay never disappears. 

[Lisa-P1987]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[arthur64]

Did you get this sorted, as I have excatly the same issue since getting a new desktop PC runninmg Windows 11.

[Mikebbuk]

So I used to use the Sky Go app flawlessly on my previous PCs/Laptops with older Windows. Even Windows 11 was fine until last month. The current laptop I use it on I've owned for over a year, with no hardware changes and it seemed to have just randomly started to do this out of the blue as there was no update installed.

Unfortunately if that was the case, I can't install an older version as it wants to update

The overlay simply doesn't fade away, like my mouse cursor is moving.

Also recently I've struggled to watch anything due to it sticking on a buffer screen, which is intermittent so it sometimes works and  sometimes doesnt. 

 It's quite annoying since my mother pays for the privilege of the app and all channels so I can watch TV in my bedroom.

As mentioned it used to work fine, no problems, albeit always slow.

Could anyone assist with this, maybe something in Windows I can adjust to make it work, I've already tried changing the very few settings in the Sky app, which helped a little for less frequent struggles. Which was to turn off the "connect to sky Q box" option, since we don't have one!

Thanks in advance

[Mikebbuk]

Attached is what it looks like, image doesn't do it justice as in person it's very noticeable.

 

[Samraj]

Hey, @tommyh12345 + @Mikebbuk + @arthur64 👋🏽

If you're still experiencing this issue, would you be able to answer the below questions for me?

Which version of the Sky Go app are you using?

What are the make, model, and OS version of your device(s)?

Have you connected any external devices?

What steps have you taken to resolve the issue?

Can you describe the steps that lead to the issue?

Thanks 🙂

[arthur64]

@Samraj 

Sky Go version   -   25.2.1 - 25.2.1

Asus desktop PC  - Windows 11 version 24H2 OS Build 26100.3725

Yes, I have a Panasonic 32" TV coinnected via HDMI cable from the PC

I have uninstalled and reinstalled numerous times/run as admin/turned off windows defender.

None of these steps worked.

This is a brand new PC out of the box and Sky Go was one of the 1st things i installed and it has failed to load correctly and still get the overlay (as pictured above), and unresponsive buttons. Previously used Sky Go without issue on Win10 device.

Thius needs sorting out as many users are suffering.

[Samraj]

Hey, @arthur64!

Thanks for providing that info 🙏🏽

When you experience the overlay, are you watching live or on demand content?

[arthur64]

@Samraj 

Hi, yeah i get overlay issues in all scenarios, it's not just the overlay the action buttons do not respond for minimise, maximise, sound control etc

 

[thatbloke83]

@Samraj  I have been experiencing this for _months_ myself across 2 different PCs.

it's extremely frustrating!

Both PCs were on windows 11 with all latest updates present.

Which version of the Sky Go app are you using? - the latest as downloaded from the website right now. (beta or production, it doesn't matter. This has persisted across many versions)

What are the make, model, and OS version of your device(s)? - Windows 11, AMD 9800X3D CPU, AMD 9070XT GPU, 64GB RAM, 2TB SSD. Monitor connected via displayport (but that shouldn't matter)

Have you connected any external devices? - Just my usual mouse/keyboard/controller/headset

What steps have you taken to resolve the issue? - _many_ reinstalls, both manual and automatic. No effect.

Can you describe the steps that lead to the issue? - just run the app and attempt to watch live Sky coverage. Typically I'll be tuning in to F1 or Darts but the content doesn't actually matter

[thatbloke83]

Another symptom is that the picture quality does not increase from the initial pixellated level either

[Samraj · Accepted solution]

Hey, everyone 👋🏽

I've now raised this issue with the relevant team to investigate.

For now, I'll mark this reply (and any future replies with an update) as the answer to this topic.

If anyone else is experiencing the same issue, please reply to this topic with the information requested in my earlier reply.

Thanks 👍🏽

[Smithy120912]

Having the same issue, works fine when the SkyGo App is only minimized but as soon as you go full screen or maximise then the overlay keeps appearing. Doesn't seem to affect my Macbook or old Windows 10 machine but clearly a Windows 11 issue.

Which version of the Sky Go app are you using? Version 25.2.1

What are the make, model, and OS version of your device(s)? Dell Vostro 3520 12th Gen Intel i5-1235U

Have you connected any external devices? No, just the TV

What steps have you taken to resolve the issue? Unistalled and reinstalled and played around with display settings but doesn't fix.

Can you describe the steps that lead to the issue? As soon as you try to maximise or full screen the Sky  Go app, the overlay appears and won't leave the screen or exapnd to fit the new dimensions so just blocks the view.

[nick+hi]

Have the same issue.

windows 11 HP elitebook

skygo 25.2.1.0

[Samraj]

Hey, everyone 👋🏽

Thanks for your patience while the support team continue investigating this issue.

To continue the investigation, it'd be helpful if you answered these questions:

Is the Sky Go app working as expected and the controls disappear when the app is not in full screen?
Do you have any apps that prevent the mouse cursor from going inactive (e.g. Wiggle) installed?

If you're not experiencing the issue anymore, it's worth sharing with everyone how you overcome it!

Thanks 👍🏽