Sky Go still not working on Macbook Pro with Sequoia

[jrb123]

I have tried every option offered in previous chats under this title and NOTHING WORKS.  I have wiped all previous versions of Sky Go off my computer, downloaded a version from 18 October 2024, opened with rosetta......exactly the same issue as always. IE ZILCH.

Come on on Sky....get your act together and sort this once and for all or at least tell me how to sort it.

[Mr+Flibbles+86]

Hi there @jrb123 , 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

[Dickytricky56]

Hi - I have exectly the same problem - brnad new MacBook Pro with M4 Pro chip - just set-up with Seuqoia 15.1. The SkyGo installer runs and then does nothing. 

Can you please help?

Thanks

[jrb123]

It has taken me endless amount of time on the chat thing with sky but they have quite unbelievably apparently solved the issue for me. Why on earth they couldn't have posted the same instructuons they have given me widely on the web on their own website and on all forums doesn't bear thinking about but anyway here are the instructions they gave me which do seem to have worked.

1. Delete Sky Go app from applications folder AND trash.

2. Open Finder then "Go" from top menu bar

3. Copy and paste one of these libraries and carefully search for any Sky Go files or folders and delete them (then delete trash) :

~/Library/Preferences/

~/Library/Application Support

~/Library/Caches/

~/Library/Logs/

~/Library/LaunchAgents

~/Library/Cookies

~/Library/Group Containers

1. Then repeat with the next library and so on until all are searched.

2. Delete Trash.

3. Reinstall Sky Go for Mac from sky.com

4. Launch app

5. Sign in

[jrb123]

It has taken me endless amount of time on the chat box with sky but they have quite unebelievably apparently solved the iussue for me. Why on earth they couldn't have posted the same instructuons they have given me widely on the web on their own website and on all forums doesn't bear thinking about but anyway here are the instructions they gave me which do seem to have worked.

1. Delete Sky Go app from applications folder AND trash.

2. Open Finder then "Go" from top menu bar

3. Copy and paste one of these libraries and carefully search for any Sky Go files or folders and delete them (then delete trash) :

~/Library/Preferences/

~/Library/Application Support

~/Library/Caches/

~/Library/Logs/

~/Library/LaunchAgents

~/Library/Cookies

~/Library/Group Containers

1. Then repeat with the next library and so on until all are searched.

2. Delete Trash.

3. Reinstall Sky Go for Mac from sky.com

4. Launch app

5. Sign in

[Dickytricky56]

Thanks jrb123 - I followed all of the instructions you posted - very carefully, but I didn't expect it to solve my problem as I suspect SkyGo never really installed in the first place.

You see I have a brand-new MacBook Pro and I started with a clean sheet - no previous installations - so when I accessed each of the library folders there's nothing there to delete and nothing to cause a problem. Here the precise sequence of events:

1. I download the installer to my Downloads folder from the official Sky download site.
2. I click on the app and I get this....

 

then this

Then nothing.....

I check the Applications folder - it's not installed.

I check the Downloads folder - nothing new.

This has been the process repeated numerous times. In the meantime I've downloaded and installed lots of other apps e.g. Spotify with no issues - just SkyGo. I'm guessing this is  a Sequoia issue - although it was installed native on my Mac anyway.

Any more ideas?

[Dickytricky56]

Hi Mr+Fibbles+86 - I'm struggling to get SkyGo installed my brand-new MacBook Pro M4Pro (Sequoia 15.1) with a clean installation. If you could review my latest post to jrb123 you'll see the sequence of events is that SkyGo is downloading but not installing and with no error message. (I have installed lots of other apps with no issues).

If you can help or put me in touch with an expert (as you did with jrb123) I'd appreciate the help. Thanks

[Lisa-P1987]

Hi there Dickytricky56 , 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

[Dickytricky56]

OK - fow naybody out there trying to install Sky Go on a MacBook Pro - the Sky Expert pointed me to a solution and it worked.

When the installer arrives in your Downloads folder - before you click it - right click and 'Get Info' on the file. It will open the info window and you click on "Open Using Rosetta" - close that info window.

Go back to the file in Downloads and Open it - it may first ask you to install Rosetta - follow the instructions. The. Open the Sky Go installer file and it should work.

[Dorsetto]

worked for me! Thanks for the post 😀

[RK17]

I tried the "rosetta" option and still have the same problem - surely the Sky Go developers have a solid solution to provid users without all this messing about !

[RK17 · Accepted solution]

THIS ACTUALLY WORKED FOR ME -FOUND THIS IN ANOTHER SKY COMMUNITY DISCUSSION 

For anyone still seeing this issue - please try the following:

1, From your desktop, select Go from the top toolbar

2, Press and hold the Option key on your keyboard **This is really important - it allows you to access folders on your Mac's Hard Drive rather than your user folder**

3, Select Library

4, Open the Application Support folder

5, Find the Sky Go folder

6, Move everything IN the Sky Go folder to your trash. **Don't take the enclosing folder, just its contents** - anecdotally, incase it helps somone identify the contents, the first folder/file in this folder for me is called "blob_storage" and the last is "WebStorage"

7, No need to empty your trash bin, just restart your Mac

When you next open Sky Go you should be given the option to select cookies and then log in.

Other advice I've found suggests searching for ~/Library folders - it may be a setting on my Mac or an update, but this opens up the Library folder within my user account, not the Hard Drive.

Hope this save someone months of frustration.

[ob12321]

None of these work for me, please can i get some specialist support?

[VeeBee]

THIS WORKED ON MY MAC M2 AFTER DAYS OF TRYING THE OTHER FIXES!!!

Thank you so much!

I will repost on other threads.

[R.W+Laidlaw]

Just been through the entire suggested procedure twice and it STILL does not work. For the huge amount of money I pay Sky every month, after years of Sky Go installation problems with circular app fails, they have not sorted this out yet - unbelievable. I should not need to trawl through library files to delete various items. if this is really required it should be an automated procedure in the installation routine, if Sky had any progammers who knew which way was up. This is a disgraceful situation and responses from Sky are pathetic. Don't expect customers to sort out your poor programming - maybe try doing it properly in the first place.