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)...