sky go app won't load (WINDOWS)

[BazDon]

Upon opening the Sky Go app yesterday, it initiated an update of itself, and once it had finished, it started working as normal. The issue seems to have been fixed.

Windows 11

ARM64 - Snapdragon 

[rethanon]

Thanks but I'm not sure where you managed to see an option to 'always keep on this computer' as I don't have that. Also my app is not running in compatibility mode. I have previously tried in all different compatibility modes and none worked. I reinstalled it today so it's a fresh and clean install, still doesn't work, just get the app crash same as before with all those events in the Windows event log.

[rethanon]

@BazDon glad the ARM one is working. I have an AMD Ryzen processor and still have the same problem with the app window opening with a blank screen for a few seconds then closing (with crash reports in the Windows event log).

[rethanon]

@Daniel-F You said in August that you'll report back with updates, haven't heard anything since... does that mean after more than 6 months they still don't know how to fix the problem?

[BazDon]

Unfortunately, I can't test my AMD PC's Sky Go app right now because it is offline. However, when I get it back, I'll have a look. Hopefully, Sky are working on an update.

[Kelly4416]

I use OneDrive and it may have something to do with this?  I'm not too technical but when right clicking on the Sky Go  application icon on my desktop it gives options to 'always keep on this computer' I guess that downloads what is normally stored in cloud to c drive. ??

[BazDon]

OneDrive has a backup feature that includes content on your desktop, the "always keep on this computer" option is part of that but doesn't relate to this issue. What you see on the desktop is just the shortcut link to the main Sky Go app stored elsewhere on the computer.

The fact that the app is working for you now must be related to other factors like an update.

I hope that helps clarify. 

[Is+it+just+me]

Pleased for you, BazDon but, sadly, nothing doing for me!😬

[BazDon]

That's unfortunate, I hope a solution comes through for you. It seems like an update is out there but not everyone is getting it.

Sky needs to at least announce the issue and a fix if it's ready. 

[Krak3nNot]

Quite possible this is an arm64 CPU issue, I'm also now running one, while the install and operation on my old x64 CPU device has no issues.

However here is an interesting observation:

• I have a fresh subscription in Germany, and I initially downloaded the Win desktop app from sky.de's local page
• the "DE" installer file has a size of 116 330 KB, and on initial run on 'arm 64' crashes every time after running some automatic download
• the I used the English language sky.com download page suggested in this thread above
• the "EN" installer file has a size of 117 955 KB, and ran seamlessly on the same 'arm64' and asked for my login details (which then it didn't accept, probably due to Sky keeping different user databases for Germany & Austria vs. UK or other countries)

Clearly there is a difference in codebases between the app's language mutations. Why can't Sky's dev / contractor team find this simple bug?

[Krak3nNot]

Just to adding to @AlanGTh's "Win 11 on arm64" solution:

Yes, setting up the right 'Compatibility mode' for the application file works if your running WIndows 11 on an arm64 CPU.

I now went down the rabbit hole, tried and timed different options, and while setting up 'Safe emulation' starts the app, ticking these two simple tick boxes offered the fastest app launch:

  Step by step:

1. Find your Sky Go app folder in ... \Users\<YOUR WIN 11 USER NAME>\AppData\Roaming\Sky\Sky Go
2. Navigate to and right-click on the 'Sky Go.exe' application file
3. Select properties from the drop-down menu
4. Select the 'Compatibility' tab
5. Click on the second to last button 'Change emulation settings'
6. Tick the box for 'Use advanced settings'
7. Tick the box for 'Disable hybrid execution mode'
8. Press 'OK' at the bottom of the pop-up panel (this will also close this pop-up)
9. Press 'Apply' at the bottom of the still open panel
10. Done, just start the Sky Go app (and close all other windows)

This still doesn't explain why the English version of the app worked for me without these settings, while the German version didn't. But at least I'm not constrained now to my old x64 laptop 😉

@Sky - it would be great if your tech support team actually reads tech related complaints on the forum, and they help users resolve these issues (seemingly some are unrelated exception codes)...

[Alistair10]

Spent 2 and hours on to Sky 'help' desk and got nowhere.  App installs and upon opening, things about it and crashes.  Tried clearing everything, turning off anti virus, rebooting everything, the lot, nothing works.  If this is known since August, why on earth don't their call centre staff know, I've wasted an AGE on this and am fuming reading this!

[Gobbledygook]

Its been known about since first week in June

[DIB3]

I rang Sky initially because they were increasing my mobile phone contract by an unfair, in my view, amount. Haggled and they reduced it as a new offer on a comparison site was miles more competitive, still with Sky, left them little choice.

Whilst on, I again tackled them about Skygo still not loading. This was transferred to a 3rd Operator, (security questions asked 3rd time too), who showed no recognition of the problem which seems to be quite widespread and long going now. He took down lots of details on a form alledgedly, including laptop info etc and said he would send the issue onto their Tech Team and he would ring me back within 2 days with their findings. 

Joke! Three weeks later heard nothing, problem still exists, usual waste of a 45 minute phone call.

SkyGo works fine on my moby and on my Partner's slightly newer but similarly specced Lenovo laptop.

I am paying £76 p mth plus moby, been with Sky 21 yrs plus and think this is appalling customer service, they just don't seem to acknowledge the problem which must be at their end and apparentlt don't  care.

Problem seems quite widespread still from replies on Forum  and none of the suggested reloads/fixes seem to resolve the issue.

Not sure what else I can do as tied into Contracts until end of this year for most of my Sky components.

I wonder if it is worth trying to get one of the Media Consumer programmes involved.

Anybody out there had any sucess in resolving this issue, please reply to this thread, Been months now so getting very frustrated with the situation.

[Is+it+just+me]

I've had broadly the same experience.  I finally managed to make contact with the Sky Help Team on 2 January and after giving them various system details etc I got a call from someone who was a member of the Tech team.  He tried everything - and I do mean everything - to fix the issue.  We spent over an hour on the phone and nothing worked - he was so helpful and extremely apologetic. 

So I sent a further email to the Sky Help Team saying that I still wanted the issue resolving; or, at the very least, some sort of discount on my subscription.  I got a response saying that my case was now being managed by the Customer Priority Team.

Since then, starting on 11 Jan, all I have had have been periodic text messages saying "we are still working on your Sky Go issue", or words to that effect.  These texts are of the 'No Reply' variety.  So, for that matter, was the email I got saying the matter was being worked by the Customer Priority Team, so there's no way to kick them up the bum without going through the whole complaints palaver again!

I've come to the view that, after 6 weeks, no-one is really "working " on my case at all - they're doing Sweet FA and clearly hoping that I will just go away.  As others have said, this is clearly a long-known and well discussed issue and it is just appalling that Sky can't (or don't want to) get a grip on this issue.

Like others, I am still in contract but once this comes to an end Sky are going to have to work REALLY hard to keep my customer.  Think I might just get one of them there dongle thingies!!