Sky Go does not work on MS Surface 7 with ARM-based Snapdragon processor

[SkyGoNo1]

Ive recently started using an MS Surface 7 with ARM-based Snapdragon processor. I succesfully downloaded Sky Go from the Sky website, all seemed to go OK. When I try to start it, after the update check process finshes the cookie acceptance comes up and goes immediately (before I cam get the pointer moved to accept cookies) then, after a while a username and passowrd dialogue box comes up, it remains on screen for a few seconds, not long enough to populate the user and password fields at which point the whole thing shuts down and dissapears from the screen. I've done all the usual stuff, deleted and re downloaded the app, tried difrerent compatibity settings, run it as admin but no luck at all. Any ideas anyone? 

[Tom-W19]

Hi @SkyGoNo1 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

[osteel17]

Same issue for me, is there a fix?

[QuentinT]

I bought an HP Omni book Qualcomm Snapdragon X Plus laptop yesterday and Sky Go crashes before it finishes loading - although I downloaded and installed perfectly smoothly - it just will not run. I have tried suggested 'fixes' and none so far have worked for me; seems they are only a part fix.

Works perfectly well on iphone 14 and Pixel 8 and of course an Intel HP Laptop (that I was replacing).

This is a problem that Sky need to sort asap since the popularity of Snapdragon is growing rapidly, and the problem was flagged it seems a year ago - just too late for the £599 I have just laid out.

Help please

[Annie+UK · Accepted solution]

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@QuentinT wrote:

I bought an HP Omni book Qualcomm Snapdragon X Plus laptop yesterday and Sky Go crashes before it finishes loading - although I downloaded and installed perfectly smoothly - it just will not run. I have tried suggested 'fixes' and none so far have worked for me; seems they are only a part fix.

Works perfectly well on iphone 14 and Pixel 8 and of course an Intel HP Laptop (that I was replacing).

This is a problem that Sky need to sort asap since the popularity of Snapdragon is growing rapidly, and the problem was flagged it seems a year ago - just too late for the £599 I have just laid out.

Help please

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You are assuming this is a Sky issue and not Microsoft's translation layer  from x86 to Arm as Sky Go works perfectly on x86 I guess the latter would be where the problem lays

[SkyGoNo1]

Hi Annie+UK. 

I spoke to Skygo support about this. They were pretty sure the problem could be overecome by adjusting the emulation settings. However, they could not tell me which settings to use. In the end I just started changing the setting methodically, making a not of each ccombination, eventually I found a combination that works with my MS Surface 7 laptop. It took many hours!

To get to the emulation settings right click on the skygo app, select properties then select "compatibility" tab then at the bottom of the page sellect "change emulation settings".

Tick the "Hide x64 emulation capability" box

Halfway down the window tick the the "Use advanced settings" box  and select "Strict multi core operation"

Then lower down the window you will see the title "emulation setting". Underneath you will see a list of 6 items. Tick the first 5 of the list but not the llast one.

I've done a screenshot of the window but can't see a way of attaching it here. If you can think of a way I can get it to you, let me know.

I hope that helps you.

[Annie+UK]

To send images to the forum used the camera icon (to the right of the " quote icon) when you're entering a post

[SkyGoNo1]

Yes, tried that before, this time it works!