Sky Go unable to install, MacBook Air M3

[craigm182]

Hi all,

I've been trying to install Sky Go on my Macbook for months now. I had no issues on my previous intel Mac, but since switching to a Macbook with Apple Silicon (Macbook Air M3 Model), I cannot get this to install. No matter what I try, when I launch the App after install i get the error message "We're having problems connecting you. Please try again (001)." I've tried the suggestions on the previous big thread on Macbook/Sky Go issues, but i simply cannot get past this screen. Any suggestions welcome as i'm really struggling to find a solution, and Sky Go was a service i used quite frequently on my previous Macbook! 

[tagney12]

Hi, I have been having the same issues with same laptop. I spent a long time speaking to Sky tech guys and they came to the conclusion it was to do with my laptop not Sky.

I am now cosidering getting help from Apple.

It works fine on my iphone, old macbook pro and windows desktop. I upggrased from Sky Q to Glass.

[DAGW92 · Accepted solution]

@craigm182 @tagney12  I've battled this issue for months and finally got it fixed today.

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.

[craigm182]

@DAGW92 thank you so much, i've just tried this and and it all seems to be working now - thanks a lot!

[Tochieneal]

Thank you, thank you, thank you, thank you, thank you, thank you, thank you, thank you, thank you. I've been pulling my hair out for a week, contacted Sky and after an hour trying all sorts of proceedures it still wouldn't work. Found you post this morning and thought, here we go again but this time it worked so whoever you are.........thank you.

[tagney12]

Hi, thanks for the help, I have started your suggestion and below the Sky Go folder there are two others called Sky Go Player. They are dated 2017 which must be from my transferred files from previous 2010 macbook. Should I delete these two folders first before I carry on!

Any help much appreciated 

[Tochieneal]

I deleted everything in the Sky Go folder but left the folder, I'm pretty sure I also deleted the Sky player files but just in case you could try leaving them in then if that doesn't work  do the procedure again and remove them.

[DAGW92]

I think SkyGoPlayer is the precursor to the Sky Go app, so I would be surprised if deleting/not deleting makes any difference to the Sky Go app. I'd wager that folder has been gathering dust taking up space for years.

Essentially when the Sky Go app loads your Mac goes and has a look in that specific "Sky Go" folder to get the information it needs. By moving the contents to the trash it forces the app to recreate the contents - ergo starting anew.

If anyone is a glutton for punishment I'm sure they could delete each item in turn to find out which file in particular causes the issue 😂 that person is most certainly not me though!

Hope this fix continues to work for people!

[tagney12]

Hi, well it nearly worked. I deleted the two folders and the contents of the Sky Go, restarted and it loads and I accepted cookies but came up with a connect error of masses of stuff which have personal bits.

The list of stuff is like the things that are in the mobile sync backup folder, but at the end of the message says

https://errors.edgesuite.net/

I went to this link and it says

Hamburger menu > SUPPORT > Edge Diagnostics.

It looks like it's something to do with menus.

This takes me back weeks to a coversation with Sky tech and they drew a blank and tols me it was an Apple problem.

Any ideas? Havn't emptied the bin yet

Just wondering if it is anything to do with changing from Sky Q to Sky Glass. But I am way out of my depth now!

Again, thanks in anticipation - HELP

[DAGW92]

Probably past the edge of my envelope too, but it'd be interesting to know:

1, Which Mac you're using.

2, What version of OS you're running.
3, Whether the issue occurs if you set up a test user account on your Mac, and try to run Sky Go from there.

It may be worth contacting apple support for assistance - they have an option for 3rd party apps under Mac.

[tagney12]

Hi, Now this is strange. In the time I have been dithering I picked up my laptop and the accept cookies came up again.

The correct Sky Go screen came up with a message over the top about not going to support old Windows machine for much longer!!

Well just to be sure I quit and restarted and it all works. Had a different message panel about EFL so assume this is a message on startup.

So conclusion is I have not clue what went right in the end!!

Thanks for all your help and maybe my rambling will help others.

[sarasabel]

Thanks for this, which I found after being told by Sky that SkyGo is not supported on my MBA M3 and that there is no ETA on when it might work. I was also told that there was nothing in any forum that might help me! Tried your solution and it worked first time.

I wonder if they actually provide any training to their customer service people as the one I spoke to clearly didn't have a clue what she was talking about.

[tagney12]

Hi when I spoke to Sky tech dept they didn't seem to know much about Sky Go and weren't really able to help. I don't think they are interested in Go. The issue is that Apple are probably not bothered to help them either. Pleased yours works and I am relieved mine is still working. Fingers crossed it doesn't disappear after next updates by Sky or Apple. 

[jpgx]

After many hours and contacting support no prpgress. My mac continued to logon to an old defunct account in Ireland. This finally let me logon to my UK account

[JS123]

@DAGW92 thanks for the help, worked on my Mac. Been searching for agesss for a way to fix this!