sky go app won't load (WINDOWS)

[Fedepr]

hello, windows 7 here, app launches but suddenly crashing when starting any sky go streaming.

before 24.1.3.2 it was working.

on another laptop, windows 10, it is working with same account.

here follows the dump, it is in italian but is likely understandable.

btw, the exception is 0xC0000005 and it says more or less "

A thread that does not have the appropriate access permissions when attempts to read or write a virtual address.

"

Riepilogo dump
--------------
File dump: Sky Go.exe.5736.dmp : C:\Users\XXXX\AppData\Local\CrashDumps\Sky Go.exe.5736.dmp
Ora ultima scrittura: 09/07/2024 20:18:24
Nome processo: Sky Go.exe : C:\Users\XXXX\AppData\Roaming\Sky\Sky Go\Sky Go.exe
Architettura processo: x86
Codice eccezione: 0xC0000005
Informazioni eccezione: Tentativo di lettura o di scrittura di un indirizzo virtuale da parte di un thread privo delle autorizzazioni di accesso appropriate.
Informazioni heap: Non presenti

Informazioni di sistema
-----------------------
Versione sistema operativo: 6.1.7601
Versioni CLR:

Moduli
------
Nome modulo Percorso modulo Versione modulo
----------- --------------- ---------------
Sky Go.exe C:\Users\XXXX\AppData\Roaming\Sky\Sky Go\Sky Go.exe 24.1.3.0

hope this can help

[Fedepr]

sorry, cannot edit, i want to add some other details:

Firma problema:
Nome evento problema: APPCRASH
Nome applicazione: Sky Go.exe
Versione applicazione: 24.1.3.0
Timestamp applicazione: 650068b3
Nome modulo con errori: ntdll.dll
Versione modulo con errori: 6.1.7601.24545
Timestamp modulo con errori: 5e0eb751
Codice eccezione: c0000005
Offset eccezione: 0003b814
Versione SO: 6.1.7601.2.1.0.256.1
ID impostazioni locali: 1040
Informazioni aggiuntive 1: 261e
Ulteriori informazioni 2: 261eb2b782d78daf4dac4cf6d59b095d
Ulteriori informazioni 3: 2a06
Ulteriori informazioni 4: 2a066c571910b11eb245fa4a5846ae02

btw, office form doesn't work when it's time to post...

[Fedepr]

could you please tell WHICH driver need to be updated ? Updating randomly is not a goog practice.

BTW, i also tried to switch to MAC OS 15 and it's even worse here, sky go crashes as i try to launch it (i saw a similar topic here).

Probably it's something with the particular hardware of this laptop, which in my case is a Macbook 2012 Core i5 2310M Intel graphics HD4000

[sweetheart4321]

After not being able to get sky go now on my windows ten,ive phoned sky up today,to end my contract,i was in a contract to get it a bit cheaper,i said to them im not paying any more money.just to watch whats in the daily listings ,they said u are in a contract,i said i cant get sky go anymore on my windows ten,ive got no one to help me to get it ,because it keeps crashing has i sign in,and your getting no more money out of me whether im in a contract or not (Removed), then i put the phone down on them

Moderator note: Removed inappropriate language

[Fedepr]

hello, any updates? still cannot stream any channel.

it says "non handled win32 exception in skygo.exe [8616]

Firma problema:
Nome evento problema: APPCRASH
Nome applicazione: Sky Go.exe
Versione applicazione: 24.1.3.0
Timestamp applicazione: 650068b3
Nome modulo con errori: ntdll.dll
Versione modulo con errori: 6.1.7601.24545
Timestamp modulo con errori: 5e0eb751
Codice eccezione: c0000005
Offset eccezione: 0003b814
Versione SO: 6.1.7601.2.1.0.256.1
ID impostazioni locali: 1040
Informazioni aggiuntive 1: 261e
Ulteriori informazioni 2: 261eb2b782d78daf4dac4cf6d59b095d
Ulteriori informazioni 3: 2a06
Ulteriori informazioni 4: 2a066c571910b11eb245fa4a5846ae02

[Fedepr]

update:

i managed it to work but in a VERY workaround way, but you can understand this cannot be really the solution...

i installed a new win 10 VM and installed skygo into it and it works , so it's not an hardware problem , because basically the hardware under the vm layer it's the same, it's probably something about drivers or API management - hope this can help.

probaly this can work either with the mac os problem, but i repeat, this is a very border line solution

[Annie+UK]

A clean install of Windows will always fix a multitude of issues, I've had to re-install windows as a fix since Windows 3.11 and possibly earlier  🙂

[rethanon]

I have completed the survey response - really hope they can find a fix for this issue where Sky Go will no longer load on Windows 11, just see a blank window for a few seconds then the app quits again.

[E8180]

This has been going on for over a month, where I open Sky Go and after about 15 seconds the application just closes with no error message or anything. I have uninstalled and reinstalled the application, I have removed all related files to the application and reinstalled it. Now I don't know what to do to fix this problem.

[caesarome]

I take it this is running on a PC, if so have you checked what other programs you have running in the background as something that is running might be causing the Sky Go app to crash.

[E8180]

Yes, this is on PC.

I have not downloaded anything different recently that would impact Sky Go. I am unsure as to what programs would impact the running of Sky Go.

[maxtkb]

I have the Sky Go app installed on a Windows 10 PC and whenever I open it, the app is completely black for a few seconds before crashing. All of my drivers are up to date and this issue has been persisting for a while. I have tried uninstalling and installing, restarting my computer, allowing SkyGo throught firewall, manually removing files in appdata, running in compatibility mode etc. but none of it has done anything. From what I have read, I believe there is a newer version than 24.1.3.0 but whenever I download the latest installer, it installs version 24.1.3.0 which crashes instantly when launched.

[caesarome]

The latest version as you can see here under Desktop is 24.1.3.2 although you might need to download it directly from the website if you can't get it to install via settings in the Sky Go app itself.

It can be installed from here:

https://www.sky.com/watch/sky-go/windows

[maxtkb]

Well, that would be helpful if I could actually get the app to open, as stated in my post, it instantly crashes as soon as I open it. The installer you linked installs version 24.1.3.0.

[Daniel-F · Accepted solution]

Hi all

Thanks for your patience whilst we continue to work on the issue regarding Sky Go crashing on windows.

Our product and development teams continue to work on this fault & once we have further details to share on this I will reach back out with an update.

Thanks