error message 40-1 on iPad

[skyuser63]

Whilst using this app to watch a programme either downloaded onto my Sky box or download from the app, every few seconds the screen will freeze and either come back on by itself or display the following error message:

Sorry, something went wrong.

There is a problem with the connection between your device and your Sky Q box.

Please check your WiFi connection and try again. For help go to sky.com/skygoapphelp.

Error code 40-1 

I have tried everything suggested in this message over the past few weeks/months:

*Turned off both the Sky box & Sky Q boxes and turned them on again.

*Turned off the internet connection and turned it on again.

*Deleted and uploaded the Sky Go app on the iPad.

*Checked the iPad software is the updated version 17.4.1

* My Ipad is a 7th gen.

When the programme freezes, I close the Sky Go app and all other open apps, turn off the iPad WiFi in settings and then turn it back on again, go back into Sky Go, and find my programme. This carries on from where it froze, I carry on watching and for a couple of minutes, it freezes again and I restart the whole cycle again.

It's very frustrating as you can imagine, a programme that should only take a short time to watch could last all morning/evening if I'm in a patient mood that day!!😒

Any help with this is appreciated as I'm losing the will!! 

[caesarome]

@skyuser63 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[skyuser63]

Thank you I will look out for the chat box.

[caesarome]

It will be tomorrow morning now @skyuser63 .

[skyuser63]

Thank you for the update. I have an other error message that is also appearing, I assumed all error messages were the same and dismissed them all, however, as I am now going to be advised I though I better take screen shots of everything that appears and this error message says:

Sorry, Something went wrong.  Sorry a technical error occured, please try again. If the problem persists, please try re-starting the app. Error code: 90-2 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @skyuser63.